Published on February 18, 2014
Beyond Billing Getting the Full Value from your Recurring Revenue Business Jon Gettinger SVP Marketing, Aria Systems
Agenda • About Aria Systems • The Recurring Revenue Challenge • Our Solution •Q&A 2 © 2014 Proformative All Contents © 2013 Aria Systems 2
The Aria Story So Far Leading Customers Innovations Invented Cloud Billing Active Orchestration Business Intelligence Channel Billing Multiple Deployment Options Proven Team 3 © 2014 Proformative All Contents © 2013 Aria Systems 3
What does Aria do? © 2014 Proformative Aria Powers Recurring Revenue for the Enterprise All Contents © 2013 Aria Systems 4
What is Aria? © 2014 Proformative Aria is a Commerce Hub for Recurring Revenue All Contents © 2013 Aria Systems 5
Why Hub? Hub (noun) - the effective center of an activity, region, or network Hub = Services + Communications + Intelligence That’s Aria, too! © 2014 Proformative All Contents © 2013 Aria Systems 6
Companies Optimizing Value with Aria 7 © 2014 Proformative All Contents © 2013 Aria Systems 7
Aria Customer Mastering Markets Innovators use recurring revenue for strategic advantage Delighting Customers Their customer’s satisfaction is fundamental to success Believe in the Cloud Focusing on core competencies 8 © 2014 Proformative All Contents © 2013 Aria Systems 8
Key Trends in Recurring Revenue Growth Trends Will Accelerate Growing Impact on Business Value • 10B+ devices (from 1B in 2000 – ITU, Morgan Stanley • Consumer spending to grow by $5 trillion WW (double the previous decade) – McKinsey • By 2015, 40%+ of media and digital-products companies will use subscription services for their fulfillment, billing, and renewals. — Gartner 9 © 2014 Proformative “Companies that are not offering subscription options as part of their product mix should put a priority on assessing the value of developing a subscription strategy.” — Gartner “The next billion consumers are not another billion …” — Growth Trends to 2020, Bain & Co All Contents © 2013 Aria Systems
Recurring Revenue Management Portfolio of business strategies Relationship centric approach Impacts the entire business 10 © 2014 Proformative All Contents © 2013 Aria Systems 10
The Business Impacts of Recurring Revenue Selling is Different Managing Customers is Different Reporting Innovation is Different Increases More support for customers Regular adjustment to pricing and packaging 11 © 2014 Proformative All Contents © 2013 Aria Systems 11
Companies Look to Billing to Solve Their Problems “A billing system will solve our recurring revenue problem” Billing System 12 © 2014 Proformative Odds are that isn’t all theyOpportunity need. Single Customer View Solution Management Solution All Contents © 2013 Aria Systems Process Completion Solution 12
What Can Go Wrong Providing basic services like billing Fragmented View of Customer Agility to react to and monetize opportunities Revenue Leakage and process completion Lack of scale, security, robustness SOLUTIONS Relationship Commerce Unified Customer View Adaptive Selling Process Orchestration Unparalleled Availability ??? 4 Key Aria Platform Design Principles 13 © 2014 Proformative All Contents © 2013 Aria Systems 13
The “Real” Recurring Revenue Challenge CUSTOMER RELATIONSHIP TIMELINE Event 1 Event 2 Finance Event 3 Sales Event 4 Marketing Event 5 Customer Service Event 6 IT Organizational/Functional Layer Billing Accounting ERP Taxes Fin Ops Rev Rec CRM eCommerce Communications Systemic Layer • • • • 14 Hundreds of events to manage Many services that must be provided Existing systems that must be integrated Quick turnaround for strategy changes © 2014 Proformative All Contents © 2013 Aria Systems Provisioning Reporting
Billing Re-Imagined Relationship Commerce Active Orchestration Single Customer View Enterprise Cloud 15 © 2014 Proformative Adaptive Selling All Contents © 2013 Aria Systems 15
Aria’s Magic: Keeps The Customer in Focus at All Times Sales Customer Support • No Fragmentation, ever • Customer information updated in real time across your recurring revenue business • Available to all stakeholders • Scale out to millions of customer Finance Service Delivery BRAND Aria keeps customers happy and DAMAGE back for more coming 16 © 2014 Proformative All Contents © 2013 Aria Systems 16
Relationship Commerce Relationship Commerce Active Orchestration • Subscriptions, Usage, Tiers etc. Single Customer View Enterprise Cloud • Many ways for customers to connect with products • Acquire & Process Revenue • Billing, Invoicing, Payments, Taxes, RevRec, FinOps Support Adaptive Selling • No Vendor Lock In • Use our services, our partners or connect to your existing components Because Billing Doesn’t Happen in a Vacuum! 17 © 2014 Proformative All Contents © 2013 Aria Systems 17
Active Orchestration Relationship Commerce Active Orchestration • Real-time push response to events • Communicates when events occur Single Customer View Enterprise Cloud • Intelligent Communication • Data Management • Synchronize information between systems Adaptive Selling • Process Automation • Touchless processes • Include Workflows • No Revenue Leakage Orchestration for the entire customer lifecycle 18 © 2014 Proformative All Contents © 2013 Aria Systems 18
Adaptive Selling Relationship Commerce Active Orchestration • Identify opportunities in your customer data. • Test and deliver offers based on events • Introduce new products quickly Single Customer View Enterprise Cloud Adaptive Selling • Make pricing adjustments on the fly Never Miss an Opportunity to Sell (or save) a Customer 19 © 2014 Proformative All Contents © 2013 Aria Systems 19
Enterprise Cloud Relationship Commerce Active Orchestration • Secure: PCI Level 1 • Role based access controls • Complete Audit Trails Single Customer View • EU Safe Harbor • Reliability • LiveRelease Enterprise Cloud Adaptive Selling • Disaster Recovery • Active Failover • Geo Diverse Data Centers • Deployment Options: Multi Tenant Private Cloud, Single Tenant Private Cloud and On Premise Pod Aria Meets Highest Standards of Service Quality, from the cloud 20 © 2014 Proformative All Contents © 2013 Aria Systems 20
Intel : Multi Phase Launch Project Overview Key Stakeholder Intel turned to Aria Systems’ commerce hub to manage their over-the-top subscription service to deliver TV content to consumers. Erik Huggers, Corporate Vice President and General Manager of Intel Media and a member of Intel’s Management Committee. Prior to joining Intel, Erik was the Director of BBC Future Media & Technology and a member of the BBC's Executive Board. includes Ad-Supported, Free, and Premium Channel plans sold in monthly based recurring intervals and users have capability to download/watch nearly 8,000 Videos on Demand (VOD) Current Project Status Phase one ‘Friends and Family’ launch in mid December 2012 – intel launched the new service to a small “friends and family”’ audience. From Kick-off to launch the implementation was just over 2 months. Phase two launch ‘targeted marketing areas’ late March 2013 - San Francisco, CA, Chandler, AZ, and Portland, OR. Deciding Factors Robust API layer that talks to the myriad of applications that Intel has internally (SAP, provisioning systems, Salesforce.com, ADP Taxware, etc.) Understanding of the business use cases (big differentiator), and our expertise and knowledge in the Enterprise space with companies supporting a large number of end customers in a B2C model. The professionalism and knowledge demonstrated by the Aria team, during the entire sales process 21 © 2014 Proformative
Verizon : Enabling Disruptive Technology Key Stakeholder Project Overview Verizon Terremark turned to Aria Systems to support recurring revenue management for a net new B2C Platform as a Service initiative. Verizon did an internal evaluation of 59 existing billing systems but ultimately chose Aria Systems. The engagement included Aria Private Suite and 1000 hours of professional services. Current Project Status Contract signatures were executed in mid December 2012 30th Go-Live September - Scope includes 26 – 28 different currencies, integration with cybersource, vertex, and a homegrown CSR Portal. Kevin Clarke, VP Cloud Platform Engineering Prior to joining Verizon Kevin spent time at EMC and Sun Microsystems Deciding Factors Enterprise Grade Architecture Unified Channel Billing – Aria Systems proprietary technology enabling our clients to maximize their channel strategy. A true robust API layer Consultative approach to the sales process including a devoted resource for testing. Technical backend – decision was made almost exclusively by IT. There was very little input from the business side. 22 © 2014 Proformative
VMware : Expansion Through Success Land & Expand VMware Go -> CloudFoundry ->Virtual Private Cloud >Subscription Delivery Platform VMware SDP - VMware turned to Aria Systems to support their subscription delivery platform. This is VMware’s first direct foray into Cloud Services, expected to generate over $1B in sales in 2014 for all their cloud offerings, all running on Aria. Current Project Status Phased rollout requiring implementation engagement into 2014 The initial rollout (Phase I) included over 700 plans and includes usage services and contracts on accounts. VMware required that the entire sales relationship be housed in Aria, to accommodate their business process. The initial product being launched is called vCloud Hybrid Service. The platform that supports vCloud Hybrid Service will also be the platform as other PaaS providers come online as VMware builds out its product offering. 23 © 2014 Proformative Key Stakeholders Bill Heil, CBW (Chief Bottle Washer) Prior to joining VMware Bill was CEO at Kestrel Partners and President and COO at Webex Sindy Braun, VP, New Product Introduction and Strategic Program Management at VMware Deciding Factors Enterprise Grade Architecture Unified Channel Billing – Aria Systems proprietary technology enabling our clients to maximize their channel strategy. A true robust API layer Parent Child Account Hierarchies Technical backend – decision was made almost exclusively by IT. There was very little input from the business side.
The Aria Difference Keep Customers Engaged • Delivering a consistent high quality customer experience • My information always presented in context Relationship Active Commerce Orchestration Single Customer View Enterprise Cloud Make More Money • Optimizing the lifetime value of customer relationships • The business is growing and valued by Wall Street Adaptive Selling Easily Manage • It’s in the Cloud! • Pushes Information • Handles scale and complexity, security, reliability, compliance • No rip and replace 24 Solves Big Problems • High Performance Operation © 2014 Proformative All Contents © 2013 Aria Systems 24
Thank-you © 2014 Proformative 25
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