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| Learn to work with Subscriptions |
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On this page
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Overview
Prepaid subscriptions consist of a selection of customer services that are renewed automatically, billed on a recurring, usage or one-time basis and paid in advance. Prepaid subscriptions are funded directly from the wallets of subscribers. Subscription services can be pre-rated (billed for an upcoming predetermined period) or post-rated (billed after being used). Billing takes place either when the service is activated or a prepaid billing run is executed. There must be sufficient funds in the wallet to cover the billing period in order for services to be activated.
Major features
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| For subscriptions whose services are billed in advance refer to Normal Subscriptions. |
Using Prepaid Subscriptions
Subscription fields
The table describes the sections of the Subscriptions Data Entry page and explains how the fields in the page are used.
Mandatory ConfigurableBilling Addresses
The active accounts receivable definition determines whether a billing address is mandatory
Mandatory on conditions
A contact address used to communicate billing information. Create a new address if one is not available and use the address selected by the customer if they have several. Contact information addresses are updated when a billing address is modified.
Subscription Addresses
The billing definition determines whether a subscription address is mandatory
Mandatory on conditions
A contact address, where the hardware is located and the services are delivered. Create a new address if one is not available and use the address selected by the customer if they have several. Contact information addresses are updated when a subscription address is modified.
Subscription Terms
(Subscription billing and contract details)
Billing Term Scheme defines the subscription billing rules, whether to pre-bill or post-bill services, the billing frequencies, binding periods and price plans. When the subscription type is selected, its default billing term scheme and respective values are set.
Price Plan is the set of rates at which a company offers goods and services to customers. The default price plan defined on the billing term scheme can be modified.
Agreement Date is the day on which the contract was signed.
Rated Up To is the day up to which the subscription is billed.
Effective From is the day on which the services included in the subscription started getting billed. It reflects a change in the life cycle state of the subscription from 'Draft' to 'Effective'.
Life Cycle State reflects the operational state of the subscription. It is automatically set by the system based on the status of the subscription and its services, usually on the execution of a subscription action. Refer to subscription services life cycle state for more information.
Concurrent Usage based pricing is the application of a price rate, based on the total number of people using a service or installed items at the same time and a percentage which is agreed between the customer and company. Concurrent usage based pricing must be supported by the selected billing term scheme.
E.g., the number of rooms in a hotel with access to channels from the same subscription.
The following formula is used in the billing calculation:
Total Subscription Rate = Subscription Rate * Concurrent Usage Rate Percentage * Concurrent Usage
E.g., $1000/month = $50/month * 20% * 100 rooms.
Subscriber services and installed items can be distributed to one or more provisioning distributors
Mandatory are the services without which a subscription is not possible (e.g., a specific channel). Optional are the ones that may be added onto a subscription.
Service: A termed product to which clients can subscribe, such as a broadband TV or telephony service
Distributor: An abstract layer used in CRM.COM to relate subscription services (e.g., broadband service) and subscription associated devices (e.g., modems) to a Provisioning Provider and to define what services will be available from each device (if more than one is available on a subscription).
Components Services: a link to the services that constitute the bundle product.
First Activated On is the date on which the service first became 'Effective'.
Rated Up To is the date up to which the service has been billed.
Life Cycle State reflects the state of the service during the current period and determines whether subscription services should be charged. Subscription services in an 'Effective' state are charged by default; this can be modified in the billing definition.
View History provides information for the service during specific periods:
- Billing Directive determines whether a period should be debited, credited or ignored by billing.
- Rating State indicates whether the period has already been taken into consideration by the billing engine. A 'Pending' state indicates that the period was not billed yet, whereas a 'Completed' state indicates that the period has already been billed/credited.
One-time charges to the subscription, such as a startup or installation fee.
The installed items provided to the subscriber that can be distributed to one or more provisioning distributors from one or more providers.
Serial Number is a unique identifier for the specific physical product.
Ownership Status reflects whether the company or customer owns the installed item.
Distributors are the companies from which the installed item is available.
Components are other physical goods that may be part of the installed item bundle.
Subscription information can be communicated to the subscriber by email or SMS.
Small tasks or actions requested and scheduled for the subscription, such as an installation or maintenance visit.
Activities can be automatically scheduled for a subscription through Workflow Rules.
Using actions to update subscriptions
Subscriptions actions are available from the subscription Data Entry page and are used to apply business changes on subscriptions. Actions include activation, deactivation, putting a subscription to rest, modifying contract details and adding services or hardware.Actions are grouped into three categories:
- Subscription Service Related Actions
- Subscription Installed Items Related Actions
- Subscription Related Actions
Refer to Subscription Actions for more information.
Deactivating and reactivating prepaid subscriptions
A group of subscriptions can be deactivated and reactivated as a single unit, through system processes that are configured once and can be executed as often as necessary.
Refer to /wiki/spaces/WIP/pages/10009523 for more information.
Prepaid/pre-rated subscription services can be reactivated automatically when a payment is received, if this is defined in the automatic activation rules of the billing term scheme.
Billing of prepaid subscriptions
Prepaid subscriptions are billed either when the service is activated or through the prepaid billing run, which is configured once and executed as often as scheduled.
Refer to /wiki/spaces/WIP/pages/10009521 for more information.
Applying business flows on prepaid subscriptions
Buy in Advance plans
Subscribers can be billed for a period that is longer than the prepaid/pre-rated period, in exchange for a discount or convenience.
Refer to Buy in Advance for more information.
Previewing days until deactivation
A 'Bill Preview' is available through the Bill Subscriber action, which can estimate the number of days left until the wallet (which pays for pre-rated and post-rated subscription services) runs out of funds.
Prepaid Subscriptions Analytics
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| Learn to work with Subscriptions |
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On this page
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Overview
Prepaid subscriptions consist of a selection of customer services that are renewed automatically, billed on a recurring, usage or one-time basis and paid in advance. Prepaid subscriptions are funded directly from the wallets of subscribers. Subscription services can be pre-rated (billed for an upcoming predetermined period) or post-rated (billed after being used). Billing takes place either when the service is activated or a prepaid billing run is executed. There must be sufficient funds in the wallet to cover the billing period in order for services to be activated.
Major features
- The commercial offerings of the company are set up in CRM.COM through subscription types, which define available products, their pricing and billing rules.
- Subscriptions actions are used to activate, terminate, and upgrade subscriptions. Actions can be executed instantly or scheduled for later.
- The life cycle state of a subscription indicates its operational condition and the state of each service of the subscription dictates whether it is subject to billing. A subscription can have the following life cycle states:
- Draft: the subscription is new and not yet activated
- Effective: the subscription isactive
- Not Effective: the subscription services are disconnected
- In Resting: the subscription has been put on hold for a predefined period
- Regretted: indicates the reversal of a subscription decision shortly after the subscription was activated
- Cancelled: the subscription is no longer in operation
- Short-Term Effective: the subscription is activated for a short predefined period
- Short-Term Not Effective: the subscription is deactivated for a short predefined period
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Using Prepaid Subscriptions
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Subscription fields
The table describes the sections of the Subscriptions Data Entry page and explains how the fields on the page are used.
Mandatory Configurable
| Contact And Account | |
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| The details of the subscriber. | |
| Addresses | |
| The billing and subscription address of the subscriber. | |
Subscription Terms (Subscription billing and contract details) | |
Subscription Type determines the subscription offerings including services, rates, physical goods, and billing information. Billing Term Scheme defines the subscription billing rules, whether to pre-bill or post-bill services, the billing frequencies, binding periods and price plans. When the subscription type is selected, its default billing term scheme and respective values are set. Price Plan is the set of rates at which a company offers goods and services to customers. The default price plan defined on the billing term scheme can be modified. Billing Frequency refers to how often the subscription is billed. The default billing frequency defined on the billing term scheme can be revised. Binding Period is the predefined duration of the subscription the customer accepted. Ending the subscription before it is over may be subject to a penalty. There is no default binding period defined on the billing term scheme but one can be selected. Effective Date is the day on which the services included in the subscription started getting billed. It reflects a change in the life cycle state of the subscription from 'Draft' to 'Effective'. Agreement Date is the day on which the contract was signed. Life Cycle State reflects the operational state of the subscription. It is automatically set by the system based on the status of the subscription and its services, usually on the execution of a subscription action. Refer to subscription services life cycle state for more information. Allowed Cycle Day is used to specify the day of the month on which the billing cycle ends. It is set automatically for 'Period' billing, based on the configuration of the billing term scheme, and manually (as agreed with the subscriber) for 'Anniversary' billing. Concurrent Usage based pricing is the application of a price rate, based on the total number of persons simultaneously using a service or installed item, and a percentage the customer and company agreed on. Concurrent usage based pricing must be supported by the selected billing term scheme.
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Services & Installed Items Subscriber services and installed items can be distributed to one or more provisioning distributors | |
| Mandatory and Optional Services | Mandatory are the services without which a subscription is not possible (e.g., a specific channel). Optional are the ones that may be added to a subscription. Service: A termed product to which clients can subscribe, such as a broadband TV or telephony service. Only termed services can be added. Distributor: An abstract layer used in CRM.COM to relate subscription services (e.g., broadband) and subscription associated devices (e.g., modems) to a provisioning provider and to define what services will be available from each device (if more than one is available). Components Services: a link to available services that constitute a bundle (offered for sale as one product). First Activated On is the date on which the service first became 'Effective'. Rated Up To is the date up to which the service has been billed. Life Cycle State reflects the state of the service during the current period and determines whether subscription services should be charged. Subscription services in an 'Effective' state are charged by default; this can be modified in the billing definition. View History provides information for the service during specific periods:
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| Subscription Installed Items | Installed items provided to subscribers that can be distributed to one or more provisioning distributors from one or more providers. Serial Number is a unique identifier for the specific physical product. Ownership Status reflects whether the company or customer owns the installed item. Distributors are the companies from which the installed item is available. Components are other physical goods that may be part of the installed item bundle. |
| Communications | |
Subscription information can be communicated to the subscriber by email or SMS. | |
| Activities | |
The small tasks or actions requested and scheduled for the subscription, such as an installation or maintenance visit. | |
Using actions to update subscriptions
Subscriptions actions are available from the subscription Data Entry page and are used to apply business changes on subscriptions. Actions include activation, deactivation, putting a subscription to rest, modifying contract details and adding services or hardware.
Actions are grouped into three categories:
- Subscription service related actions
- Subscription installed items related actions
- Subscription related actions
Refer to Subscription Actions for more information.
Deactivating and reactivating prepaid subscriptions
A group of subscriptions can be deactivated and reactivated as a single unit, through system processes.
Refer to Activating and Deactivating Prepaid Subscriptions for more information.
Canceling prepaid subscriptions
Subscriptions or services that are inactive for a long period can be automatically canceled (through system processes that are configured once and executed as often as necessary).
Refer to Canceling Subscription and Subscription Services for more information.
Billing of prepaid subscriptions
Prepaid subscriptions are billed either when the service is activated or through the prepaid billing run, which is configured once and executed as often as scheduled.
Refer to Billing of Prepaid Subscriptions for more information.
Applying business flows on prepaid subscriptions
Buy in Advance plans
Subscribers can be billed for a period that is longer than the prepaid/pre-rated period, in exchange for a discount or convenience.
Refer to Buy in Advance for more information.
Previewing days until deactivation
A 'Bill Preview' is available through the Bill Subscriber action, which can estimate the number of days left until the wallet (which pays for pre-rated and post-rated subscription services) runs out of funds.
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Using all remaining wallet funds
To fund a prepaid subscription a wallet must have enough funds to cover all included services (otherwise the subscription will get deactivated). In case the amount available in the wallet is not enough to activate a prepaid service for the pre-rated period, the service is deactivated (and the funds are not consumed).
To avoid deactivation a customer may select to use the remaining balance to fund subscription services over a shorter period. To this end, use the Enforce Wallet Consumption action available in Wallets.
Making payments for specific prepaid services
A wallet top-up can be used to fund a complete subscription (including all its services). It is also possible to allot a payment to fund a specific service. To this end Set up Wallet Definitions - Wallet Credit Rule.
Prepaid Subscriptions Analytics
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Setting Up Prepaid Subscriptions
Include Page v4manual:Setting up Subscriptions-1 v4manual:Setting up Subscriptions-1
Prepaid billing term scheme
Prepaid billing term schemes establish rules for billing prepaid subscriptions. They are configured and added to the subscription type when creating a product.
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Configuration > Billing Application > Billing > Set Up Billing Term Schemes |
Prepaid billing term scheme fields
The table describes the sections of the Prepaid Billing Term Scheme Data Entry page and explains how the fields in on the page are used.Mandatory Configurable
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Classification: The type of billable entity that can use the scheme is 'Subscriptions'. Billing Type: The method used by the billing engine to bill products is 'Prepaid'. Life Cycle State: A scheme must be in an 'Effective' state to be used on subscriptions during billing runs. | ||
| Allowed Attributes | ||
| Services | Define the termed and expense services available to the specific billing term scheme. Pre-rated Period is | 'Prepaid'.|
| Allowed Attributes | ||
Define the termed and expense services available to the specific billing term schemeAdjustable per Subscription: The setting applies to 'pre-rated' billing type services. If enabled, the period for which the service will be activated and billed will be based on the funds available in the wallet of the subscriber. If disabled, the billed period must be selected by the user (upon service addition or initiation) based on the available periods, defined in the 'Period Billed in Advance' field. For termed services, use the Billing Type to select between:
Expenses do not have a billing type as they are billed by the next billing run. | Price PlansDefine price plans available to the specific billing term scheme. If none is selected, then all valid price plans will be available. | Subscription TypesA list of subscription types (for information) that are using the billing term scheme. Schemes are added through the type configuration. |
| Billing Rules | ||
| Generic | Billable Period Start Date: Determines the date from which the service is considered by the billing run, regardless of the date on which the service became 'Effective'. Billing Effective Date: The date from which a service should start being billed. By default, it is equal to the subscription service Effective Date. For example, if the Billing Effective Date is 1 June and Billable Start Date is 5 June, then a service will be billed from 1 June, on 5 June. By default, the Billable Period Start Date is the same as the Billing Effective Date. Discount Option: Determines whether the billing terms will use fixed or flexible pricing. If fixed pricing is selected, then additive discounts cannot be applied to billable entities. Allow Concurrent Usage: Determines whether pricing based on concurrent usage can be specified in the billing terms. | |
| Billing Term Amendments | Determines the rules that are applied when using the Amend Billing Terms subscription action. Minimum Period of Time Before Billing Term Amendment: Constraints the user to schedule the action on a predetermined number of days after the end of the next billing cycle, so that it does not coincide with an already billed period. Exceptions allow specific users or units to override the rule. | Automatic Activation Rules |
| What Services to Activate | Activate Services Deactivated Less Than X Days Ago: provide the number of days to exclude services from activation. Optionally, define services or service types that should never be activated automatically. | When to Activate Services | Activation will take place when posting a payment, unless the payment type matches an entry in the Payment Types that Should Never Trigger the Automatic Activation Process list.
| How to Activate Services | Determine the activation action and sub-action type that will be used to activate a subscription or service. A default action type is assigned, if one is not supplied. | |
Expenses do not have a billing type as they are billed by the next billing run. | |
| Price Plans | Define price plans available to the specific billing term scheme. If none is selected, then all valid price plans will be available. |
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| Subscription Types | A list of subscription types (for information) that are using the billing term scheme. Schemes are added through the type configuration. |
| Billing Rules | |
| Generic | Billable Period Start Date: Determines the date from which the service is considered by the billing run, regardless of the date on which the service became 'Effective'. Billing Effective Date: The date from which a service should start being billed. By default, it is equal to the subscription service Effective Date. For example, if the Billing Effective Date is 1 June and Billable Start Date is 5 June, then a service will be billed from 1 June, on 5 June. By default, the Billable Period Start Date is the same as the Billing Effective Date. Discount Option: Determines whether the billing terms will use fixed or flexible pricing. If fixed pricing is selected, then additive discounts cannot be applied to billable entities. Allow Concurrent Usage: Determines whether pricing based on concurrent usage can be specified in the billing terms. |
| Billing Term Amendments | Determines the rules that are applied when using the Amend Billing Terms subscription action. Minimum Period of Time Before Billing Term Amendment: Constraints the user to schedule the action on a predetermined number of days after the end of the next billing cycle, so that it does not coincide with an already billed period. Exceptions allow specific users or units to override the rule. |
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Related configurations
The following modules are related to subscriptions and may be configured for the subscription module to operate at its full capacity.
| Module Link | Description |
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| Wallet | A customer account used to fund transactions within CRM.COM. As prepaid subscriptions are funded from the subscriber's wallet, the activation and renewal of services is subject to an adequate balance. |
| Voucher | An alternate form of payment that can be used across CRM.COM modules. |
| Provisioning | The subscription TV industry can use the provisioning module, in order to integrate with conditional access (CA) and over-the-top (OTT) platforms. The CA or OTT platform responsible for provisioning signals to subscribers must be set up through the CRM.COM integration provisioning module.
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| Buy in Advance | An arrangement that allows the customer to pay for a period longer than that determined by the billing frequency, in exchange for a discount or convenience. |
| Additive Discounts | Discounts generated when predefined conditions related to an accounts receivable, subscription or job are met and are applied automatically during billing or ad hoc by agents. |
| Usage Service Catalogs (USCs) | Catalogs for products that are offered on customer request and charged based on their consumption. USCs contain information on pricing and service validity as well as information used by third-party provisioning systems. USCs support the over-the-top (OTT) business model. |
| Inventory Management | Used to set up warehouses (where traceable physical goods provided to subscribers are taken from and returned to) and the relevant inventory definitions. |
| Platform / Compatibility settings | Enable the option to display legacy subscription actions (Add Service, Remove Service, Add Installed Item, Remove Installed Item, Change Subscription Distributions) whose functionality is now replaced by the Amend Services and Installed Items subscription actions. |
Prepaid Subscription Business Example
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Scenario 1. Company ZX advertises two subscriber offerings, whose services must be paid a week in advance. Subscriptions activated 1 January at 3 a.m. are deactivated 8 January 3 a.m. Broadband & TV Gold (€10/week)
Broadband & TV Platinum (€20/week)
Subscribers must have a streaming device and a modem. Both items are available from Company ZX. New subscriptions can be created in two ways:
Subscriptions are billed as soon as they are activated, and on a weekly basis, from then on. If subscribers do not have adequate funds in their wallet, then the service is deactivated. Subscribers that cancel their subscriptions or swap to an already billed service are credited and billed again, as necessary.
Solution Configuration
User Process Once the configuration is in place, agents can start registering subscriptions. Retailer Shop Subscriptions The Become Subscriber action is used and submitted as 'Effective'.
The signal is available as soon as the equipment is connected. Call Centre Subscriptions The Become Subscriber action is used and submitted as 'Draft'.
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Glossary
| CRM.COM Term | Definition | ||||||
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| Job | A small project initiated by the operator for customers, involving the delivery and billing of services, products, and activities. Customer requests and orders, such as that for a new subscription, can be initiated and registered through a job. | ||||||
| Subscription | A collection of customer services billed on a recurring, usage or one-time basis. | ||||||
| Workflow | A set of tasks which that are necessary to complete a bigger task, involving the definition, execution, and forwarding of the task among users for action, according to a set of workflow rules. | ||||||
| Activity | A small task or action that is either stand-alone or must be completed as part of a larger project. | ||||||
| Communications | Log interaction between customers and agents. Communications can support multiple media such as email, SMS, telephony, post, and others. | ||||||
| An abstract layer used in CRM.COM to relate subscription services (e.g., broadband service) and subscription associated devices (e.g., modems) to a provisioning provider and to define what services will be available from each device (if more than one is available on a subscription). | ||||||
| Provisioning Provider | Third-party conditional access (CA) and over-the-top (OTT) platforms with which CRM.COM integrates to provide services such as video content, telephony or games. | ||||||
| Installed Item | A physical good, which is uniquely identified by its serial number. | ||||||
| Product Bundles | A combination of component products offered for sale as one product. Flexible product bundles have a variable selection of constituent products as components. Fixed product bundles have a fixed selection. | ||||||
| Usage Detail Records (UDRs) | Information describing the use of usage subscription services. | ||||||
| Wallet | A customer account whose credit balance is used to fund transactions within CRM.COM. |
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