This document provides a summary of a company's implementation of cloud solutions including Salesforce CRM, Zuora billing, and their own HTK Horizon product. It details the challenges they faced with their previous systems, why they selected Salesforce and Zuora, how they implemented the solutions, and the benefits they realized, including improved customer data management, scalability, and insights. The company was then able to help customers like Stoke by Nayland Hotel implement cloud solutions to better manage their businesses.
3. HTK‟s roots IVR
Founded in 1996
30 employees
Based in Ipswich, UK
We started out as an IVR company
Then bespoke solutions for „warning and informing‟
But…
- markets change
- industries change
- customers‟ expectations change …
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4. So what have we done…? IVR
We‟ve built a SaaS product, Horizon
“ HTK Horizon is the world’s favourite software for mobile
engagement throughout the customer lifecycle.
We empower all organisations to create more profitable
and longer-lasting customer relationships.”
This is the story of how we‟ve achieved this…
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5. Helping all businesses engage their customers better
CRM
Billing
Website
data
Social media
360° customer view
Targeted segments
Conversational dialog insight
Consistent, relevant actions
across email, web, mobile,
interaction social, apps, voice
- Next-best action
- Next-best offer
- Moments of magic
This is the story of how we‟ve achieved this…
and how we‟re helping our customers to do the same – through the cloud
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7. Our challenge
- Our customer data was in several places
- No „single view of the truth‟
- Our previous CRM implementation had poor adoption
- Slow UI screens, complex to use, difficult to get insight from the data
- We needed to grow our business, efficiently
- With a small sales team, we needed to stay on top of the best opportunities
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8. #1
Cloud Cloud Innovation
Computing CRM 2011, 2012
100,000+ Customers Worldwide First Cloud Company to reach 3$ Billion
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10. Why we chose salesforce.com
- SaaS CRM takes away pain
- No issues with servers, performance, upgrades
- We saw Salesforce.com as the market leader
- You need to be sure your data is in safe hands
- We were attracted by the AppExchange
- All kinds of add-ons, to help our business as it grew
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11. Implementation and outcome
- We implemented the solution ourselves, with online support from SFDC
- Sales automation and opportunity management
- Business workflow rules, eg for triggering our order processes
- Automatic data sync to our Horizon platform, for email marketing
- We grew the salesforce solution incrementally
- Each new screen, workflow etc usually took just a few hours to set up
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12. We were now serving some amazing customers
- Keeping our customer data up-to-date and under control
- Efficient processes for opportunity & revenue tracking, order management
Next we needed to
1) Scale our business
2) Streamline our invoicing
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14. Our challenge
- We couldn‟t scale our business with our current invoicing process
- Spreadsheets!
- We wanted to introduce a subscription model for htkhorizon.com
- With flexibility to change pricing and packaging
- We needed to be able to track key SaaS metrics:
- Monthly recurring revenue, Total lifetime value, Retention
- And get INSIGHT from this data
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16. Our Mission: Help you succeed in the Subscription Economy
GROW: FLOW: KNOW:
To help you build your To help you run and To give you the right
subscription business and flow your subscription metrics to optimize your
grow revenue. business processes. subscription business.
In short order, Zuora has become the dominant
player in cloud-based subscription systems.
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17. Why we chose Zuora
- “Make vs Buy” – we were never going to build a billing system!
- We saw Zuora as the (emerging) market leader
- And the only player offering real on-going innovation
- Tight integration with Salesforce.com
- CRM and subscription data in one place: “Single customer view”
- Lots of incremental value: The whole is greater than the sum of the parts
- Enables our enterprise sales team to model SaaS opportunities easily
- Enables our CFO to get meaningful data, from Zuora and SFDC reporting
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18. Implementation and outcome
- We worked with a Zuora implementation partner
- Advice on API integration, customisation of invoice templates, best practice advice
- We removed complexity in subscription charging and invoicing
- Enabled us to create all kinds of pricing and packaging
- Gave us the right platform to scale our business
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19. Opening up the SMB market
- Flexible pricing and packaging, automatically provisioned and invoiced
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21. Stoke by Nayland Hotel, Golf & Spa
- 80 spacious bedrooms
- AA Rosette Restaurant
- 2 Championship Golf Courses
- Luxury Spa & state-of-the-art gym
- Stunning function rooms
- 2 retail outlets
- New Luxury Country Lodges
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22. Our challenges
- Multi faceted business - Lack of integration with other systems
- Basic e-marketing software - Throwing jelly and hoping it sticks!
- Large, unstructured database
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23. Where we are now?
- Improved newsletter format
- Well structured „clean‟ database
- Increased opening and engagement rates
- 2 way communication
So what‟s next?
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25. “ The whole is greater than the sum of the parts”
- Quick and easy to integrate, through cloud connectors / APIs
- Allows us (and our customers) to build a “single customer view”
- Enables business growth, through better insight and targeted action
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26. Unlimited opportunities for innovation
CRM
SMSC
AppExchange
Insight Tools
CRM MMSC
Social Media
SOA
Integration
Subscription
Mobile CMS relationship
IVR
Apps Developer Tools
Contact
Data Warehouse & IP & VoIP Centre
Predictive Analytics Networks
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27. The sky‟s the limit.
Xabier Ormazabal Brian Bell
Head of UK Marketing Chief Marketing Officer
Salesforce.com Zuora.com
@xormazabal @brianbell123
Justin Bowser Marijke Morris
Managing Director Commercial Manager
htkhorizon.com stokebynayland.com
@jkbowser
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