Overview

• Termed services(billed on a recurrence basis) such as SVODs or TV channels,
• Usage services (billed based on usage) such as TVODs (i.e.movies film) (Optional)
• Hardware on which service signals are sent to; referred to as Installed Items in CRM.COM (Optional)
• Fees such as start up fee  (Optional)

In CRM.COM subscriptions are categorized to Normal and Prepaid which essentially describes the way they are billed. Normal subscriptions are funded by an account controlled by a credit limit and services are rated and billed either before or after their consumption In prepaid subscription customers subscribe for a set of services and pay them in advance, prior their consumption using wallet funds.

Setting Up Normal Subscriptions and Core Processes

Before you start using Normal Subscriptions set up the system to reflect your own business needs.

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Generic Settings

Normal Subscriptions usually have two main characteristics; binding period which defines the time that subscribers are binded to honor their contract, and billing frequency which defines how often a subscription will be billed. Through Generic Settings you can configure the available binding periods and billing frequencies. Once configured they must be added to billing term schemes through which they will be made available on subscriptions.

Billing Term Scheme

Normal billing term schemes establish rules for billing and paying normal subscriptions; for example, define whether the subscription will be billed before or after the bill is issued, whether the billing will be done using an anniversary cycle or all subscribers will be billed from the beginning till the end of the month etc.. You can create multiple billing term schemes and upon creation of the subscription, agents will be able to choose the one which is applicable to that subscription. It is however possible, to update the billing term scheme of the subscription at a later stage if required. Once configured, schemes are added to subscription type through which they are made available for selection in the subscription.

Billing & Payment Models 

 Through the billing term scheme you can create different billing models. Check them out below to decide which one best fits your business model:

• Pre-Billed - Pay before Bill: A model where services are billed before they have been used either anniversary or period based, and a bill is generated but only if the rated amount was already paid in advance.
  i.e. this model requires subscribers to have a registered credit card or other online payment method(i.e. PayPal), through which funds are automatically deducted
• Pre-Billed - Pay after Bill: A model where services are billed before they have been used either anniversary or period based, and a bill is generated which is expected to be paid afterwards
  This model is the most common model in cases where money is not required to be paid in advance
• Post-Billed - Pay after Bill: A model where services are billed after they have been used and a bill is generated which is expected to be paid afterwards
  This model is especially popular for summerhouse subscriptions where subscribers will only be active for a period which is not predetermined.

Anniversary versus Period Based billing

Anniversary based billing means that each subscriber is billed every month(usually its monthly), on the day of the month that they were activated. This requires billing run to be executed on a daily basis so that all subscribers are billed every month the same day they have subscribed.

If anniversary based billing is selected then it is possible to define the range of allowed billing cycle days (i.e. Cycle Day is the day your billing cycle begins) and you have the option for the date to be reset upon the execution of changes done on the subscription, such the addition or upgrade of a service

Period based billing on the other hand, will bill all subscribers on the same day of the month, regardless of the day that they have subscribed. The first time a subscriber is billed will either be billed for the remaining of the month and a month in advance or just until the end of the month (depending on the business model); this ensures that all subscribers will always be billed up to the same date and therefore the company will only need to execute one Billing Run per month.

If period based billing is selected then a specific billing cycle day must be set

Restrict time of allowed subscription changes and bill accordingly

In case that the Payment Model is set to pay before bill, i.e. you would like to take a payment before you proceed to changes on a subscription it is possible to define when changes can be done as well as how they will be billed. For example, if a customer would like to upgrade a service you can allow the service to be upgraded and bill immediately the difference between the old and new service however if the customer would like to downgrade the service you can allow the downgrade to take place only once the paid period is reached and bill for the new service,

This is possible through Billable event allowed performed date rules where you can select between 'Immediately' and 'At the end of the paid period' and Billing adjustment rules where you can choose between:

• Bill Full period where the service will be billed for one complete billing frequency
• Bill the difference where only the difference is billed between services is billed
• Bill until next billing period the service is billed till the date that the rest of the services are already billed
• No billing adjustment no billing takes place

Additional settings

In addition to defining the billing and payment model billing term schemes are also used to define the following 

• Allowed billing frequencies
• Allowed binding periods
• Which services are free of charge (i.e. free to air channels)
• Whether concurrent usage is allowed (Refer to B2B Subscriptions)
• Usage service billing rules

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Normal Billing Settings

Billing runs are responsible to bill subscriptions based on the billing model they have subscribed to (dictated by the billing term scheme). The result of a normal billing run is the bill. Through Billing settings you can define rules which will govern both billing runs and the generation of bills.

Rating of services

Rating is the process that decides the period and the amount for which services and hardware will be billed. Define how far ahead you would like to bill subscriptions and provide the default values for the bill as of day. Any services with rated to date before or equal to the bill as of date they will be billed.

Invoicing of services

Invoicing is the process where all services and hardware are grouped together in an invoice or a credit note in case that customer must be credited. It is possible to define a rating minimum amount. If the rating amount is less than that amount then the bill will not be issued.

Assembling

Assembling is the process where all invoices an credit notes created by the billing run are placed together. Through the assembling settings you can define whether rounding is applied as well as Exceptional settings which will alert you in case the conditions are met

• Maximum credited amount: The credit amount that when exceeded results in a bill being classified as Exceptional. 
• Maximum debited amount: A value reflecting an account's credit limit, that when exceeded by a new bill, results to the bill being classified as Exceptional.   

Formatting

Formatting actually is the formatting of the bill. Through settings, you can define how information will appear on the bills. i.e

Bill Check Digit Generation

You can select how the check digit added to the bill will be generated which can be based on the bill number, accounts receivable or bill amount. 

Refer to Normal Subscription Billing - R15 for more information on how CRM.COM handles billing of normal subscriptions. 

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Activating normal subscription services

Subscriptions are created either in a draft or effective state. In case that the subscription is Draft, no money is yet paid and no signals sent to the customer's device. It is possible to activate a subscription at a later stage using the 'Activate Subscription' subscription action in which case, the subscription will be billable.

Billing of normal subscriptions services

Subscriptions are billed through the Normal Billing Run, which is configured once and executed as often as scheduled.

Refer to Normal Subscription Billing - R15 for more information.

Deactivating normal subscriptions services

Subscribers who do not have sufficient funds in their accounts to pay for the subscriptions are deactivated by the automatic deactivation process. The process is also responsible to identify and process subscriptions that are owned by accounts with an overdue balance exceeding a predetermined threshold.

It is possible to exclude from deactivation subscriptions that belong to specific groups, accounts receivable classifications (such as employees) and specific subscription types.

Deactivation is always applied at the level of subscription services.  Deactivation can take into consideration the 'date and time' on which the services were activated (so that subscribers can benefit up to the last minute for the services they paid for), or just the 'date', in which case the service gets cut off at midnight of the day that the services must be deactivatedeactivated. Services taken into consideration are: 

• Normal subscription services that were classified as candidates for deactivation
• Normal subscription services that were not classified as candidates for deactivation, but are owned by an account with an overdue balance that is more than the specified threshold.

Setting up the Deactivation Recurring Process

Settings associated with the deactivation of services are accessed from the 'Subscription Deactivation' found in the Subscription and Billing Policies. Once the settings are defined the deactivation process under Subscription Maintenance Utilities must be enabled. It is configured once and executed on a recurring basis.

1. Navigate to Billing > Subscriptions > Subscription Maintenance Utilities and click EDIT. 
2. In the Schedule Normal Subscription Deactivation tab, use MODIFY to ENABLE the process and provide the scheduling settings.
   Use Throttling settings' to define the number of subscriptions to be deactivated in every batch and the time between each batch in order to avoid a long deactivation queue when sent to the provider for deactivations
3. Alternately click on Run Now to execute instantly or CANCEL pending deactivation processes.

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Reactivating inactive normal subscription services

Deactivated subscription services are activated by the recurring activation process or following a payment made against the account. The activation process also re-evaluates the status of subscription services that were classified as candidates for deactivation (during the billing run). It is possible to exclude from activation subscriptions that belong to specific groups, accounts receivable classifications (such as employees) and specific subscription types.

Activation always takes place on the subscription service level and not on the subscription level. Services taken into consideration are:

• Normal subscription services that were not effective for a period of time that is less than the specified threshold, given that their account overdue balance is less than the specified threshold.
• Normal subscription services that are effective and are classified as candidates for deactivation, given that their account overdue balance is less than the specified threshold. 

Setting up the Activation Recurring Process

Settings associated with the activation of services accessed from the 'Subscription Activation' found in the Subscription and Billing Policies. Once the settings are defined, the activation process under Subscription Maintenance Utilities must be enabled. It is configured once and executed on a recurring basis.

1. Navigate to Billing > Subscriptions > Subscriptions Maintenance Utilities and click EDIT. 
2. In the Schedule Subscription Activation tab, use MODIFY to ENABLE the process and provide the scheduling settings.
3. Alternately, click on Run Now to execute instantly or CANCEL pending activation processes

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Paying for a subscription

CRM.COM supports multiple ways of paying for a subscription. Cash, Direct Debit, Credit Card or other supported online payment methods. Depending on the payment model of the subscription payments may have to be done upfront (before the subscription is created or updated) or after the bill is created; this means that the account must either have enough funds to cover for the payment or a card/online payment must be available from where money will be directly deducted. Payments required upon the execution of a subscription action (i.e. adding a new service) can be done straight from the subscription action screen.

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Recurring card(online) payments

It is possible for customers that choose to pay with credit cards or other online payments to provide their information and whenever a payment is required it will be done automatically. This provides your customers with the security of an uninterrupted service due to payment failures. In order to enable recurring payments, the information (i.e card details or paypal PayPal account) must be provided and saved on the subscriber's account, and enabled to be used for recurring payments.

Handling failed recurring payments 

In case a payment fails, a grace period can be extended to customers who settle their dues through recurring payments (protecting them from immediate deactivation). It is also possible to deactivate the service only until the payment is effected successfully (short-term deactivation). To enable this option go to Subscription and Billing POlicies Policies and in the Subscription Deactivation tab set the following parameter accordingly: On Recurring Payment Failure Exception (either with Grace period or Short Term Deactivation)

Paying with a different card than the one defined as recurring

By default, whenever money is needed the system will deduct money from the card which is set to be used for 'Recurring payments'. If however, the customer wishes to pay with a different card, it is possible by selecting it at the time of the payment. If a card is not specified, the card that is authorized for recurring payments will be charged.

Paying with other means

If account funds are insufficient to cover a requested subscription change or the activation of a new subscription and there is no registered card used for recurring payments, a customer can manually submit a payment. To do this, use the Pay Now option, which is available in subscription actions that require payment and proceed to make the payment. This would usually be usually used in cases where cash is provided by the customer.

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Additional Processes and Automations for Normal Subscriptions

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Business Flows

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Scenario Aluxsat Co advertises two subscriber offerings:  Broadband & TV Gold 2 main channels that are mandatory for the subscription 5 add-on channels selected from a pool of 20 channels 50 MB internet Broadband & TV Platinum 5 main channels that are mandatory for the subscription 10 add-ons channels selected from a pool of 20 channels  50 MB internet Subscribers must have a streaming device and a modem.  Both items are available from Aluxsat Co.. New subscriptions can be created in two ways: Customers can visit a retail shop, pick-up the necessary equipment and start using their subscription straight away. Customers can place an installation order by calling the Aluxsat Co. call center.  The installer activates the subscription from the customer's location using a mobile app. Subscriptions are invoiced once a month following the business rules below: A billing run should be executed on the 20th day of each month, charging the following month The transaction date should be the 21st day of the month The due date should be set to the 10th of the next month Subscribers should always be billed for one period starting from the last day they were billed.   I.e., in the July billing run, monthly subscribers should be billed from 1 to 31 August, whereas bi-annual subscribers should be billed from 1 August to 31 January. Bills amounting to less than €5 should not be created Bills with credit amount €50 and higher should be marked for investigation The bill should contain information for each service. If the outstanding amount of the subscriber is exceeded, then their subscriptions should be deactivated on the 11th of the month.  The subscription should be reactivated if a payment is made and the account has no outstanding amount.   Solution  Configuration Go to Products and create: Channels and broadband (as termed services) A physical good for the modem A physical good for the Roku box Go to Price Plans and provide rates for each of the products. Go to Subscription and Billing POlicies Create a new policy for Subscription Deactivation Normal Subscriptions will be deactivated: Based on Day and Hour Deactivate Normal Subscriptions when the Accounts Receivable Outstanding Amount is greater than: €0.01 Events that will trigger the automatic Subscription deactivation: On Scheduling Normal Subscription Deactivation Create a new policy for Subscription Activation Activate Subscriptions that were deactivated less than: 30 days ago Activate Normal Subscriptions when the Accounts Receivable Outstanding Amount is less or equal than: €0.00 Events that will trigger the automatic Subscription activation:On Posting Payments through All Payment Types AND On Scheduling Subscription Activation Go to Subscription Maintenance Utility Normal Deactivation: Schedule to be executed on the 11th day of every month (one day after due date) Activation: Enable the activate normal subscriptions process, Go to Billing Term Schemes to define billing rules and set up as follows: Type: Normal Billing Method: Period (once a month based on a static Billing Cycle Date set to the first day of the month). Go to Subscription Types and create your offerings. Create one subscription type per offering. Broadband & TV Gold: Includes two main channels that are mandatory for the subscription and five add-ons that can be selected from a pool of 20 channels and 50 MB Internet. Add the two main channels and the 50 MB broadband service and define them as 'mandatory' under allowed services Add the remaining 20 channels and define them as 'optional' under allowed services Add the Roku box and modem in the allowed physical goods Define a minimum and maximum number of mandatory services to '2' Define a maximum number of optional services to '5' Define a dependency of the broadband service on the modem Define a dependency of all termed services on the Roku box. Broadband & TV Platinum: Includes five main channels that are mandatory for the subscription and 10 add-ons that can be selected from a pool of 20 channels and 100 MB Internet. Add the five main channels and the 100 MB broadband service and define them as 'mandatory' under allowed services Add the remaining 20 channels and define them as 'optional' under allowed services Add the Roku box and the modem in the allowed physical goods Define a minimum and maximum number of mandatory services to '5' Define a maximum number of optional services to '10' Define a dependency of the broadband service on the modem Define a dependency of all termed services on the Roku box The following steps need only be taken for one subscription type, as the step will add the services in the billing term scheme: Add the new billing term in the billing term schemes tab Click on 'Add Missing Services' to add to the billing term scheme all the services added to the subscription type Define the service billing type as pre-bill (billed before usage) Go to the Normal Billing Settings Set up the normal billing settings as in the table below Go to the Normal Billing Run and set up as follows Set the 'Bill as of Date' to the first day of the current month Set up the billing run in the scheduling settings tab as 'recurring' Submit the normal billing run and schedule the first execution up to Formatting step, for the 20th day of the current month. Once the billing run is completed a new normal billing run job will be created in the scheduler, scheduled for the 20th of the next month. Normal Billing Settings  Requirement Solution   A billing run should be executed on the 20th day of each month charging the following month. Settings - Generic Recurrence Settings: 1 Month Settings - Rating X UOT after Previous Billing Run: 1 Month The transaction date should be the 21st day of the month. Settings - Invoicing Set Transaction Date X UOT After Billing Run: 0 days The due date should be set to the 10th of the next month. This is set in the Normal Billing Run Subscribers should always be billed for one period starting from the last day they were billed).  I.e., In the July billing run, monthly subscribers should be billed from 1 to 31 August, whereas bi-annual subscribers should be billed from 1 August to 31 January. Settings - Rating Period to Billing advance: Billing Frequency Period Period Cycle Adjustment: Next Billing cycle date  Bills amounting to less than €5 should not be created. Settings - Invoicing: Minimum Amount in Debit: 5 Bills with credit amount €50 and higher should be marked for investigation. Settings - Assembling: Maximum Amount in Credit: 50 The amounts should be rounded up to two decimal places. Settings - Assembling: Rounding Method: Round Up Decimal Scale 2 Rounding Product: Rounding Debit Adjustment Type: Rounding Invoice Credit Adjustment Type: Rounding Credit   The bill should contain information for each service. Settings - Formatting Rating Formatting: Group Rated Service Periods per service 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'. At the subscriptions Data Entry page: Provide the new customer's details Select one of two subscription types available Select the requested services and hardware equipment Submit the action 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'. At the subscriptions Data Entry page: Provide the new customer's details Select one of two subscription types available Select the requested services Submit the action as 'Draft'. The subscription and its services remain in the System as 'Draft'.    The installer activates the subscription from the customer's location using a mobile app integrated with CRM.COM, using subscription WEB APIs.  The installer: Executes the Add Installed Item action and enters the serial numbers of the Roku box and modem Uses the 'Activate Subscription' action.

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title Glossary
CRM.COM Term Definition Billing Cycle Day Is the day the billing cycle of a subscription begins A-la-carte An a-la-carte subscription allows its customers to freely select from a pool of services to subscribe to. Billing subscription and pricing terms may differ for each subscription Subscription Package A Subscription Package reflects a company's marketing offering that allows its customers to subscribe for a fixed set of services and physical goods. Packages are offered for a fixed price for all the services included in them and share common billing subscription and pricing terms to all customers that select to subscribe to it. B2B subscriptions Subscriptions which belong to companies rather than physical persons and allow the concurrent usage of a subscription for multiple units. Anniversary Billing A model that involves billing customers for a one-month period starting on a cycle day of their choice (e.g., the day on which the customer signed up).  Period Billing A model that involves billing customers for a period starting on a billing cycle day specified by the company.  If the billable entity is activated for the first time on a day of the month other than the billing cycle day, the first bill will also include the days up to the billing cycle day.

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title FAQ
Ui expand title Can a subscriber have more than one subscriptions on the same account? Yes. Subscribers have the option to register more than one subscriptions subscription and manage their finances through a single accounts receivable. To define the number of subscriptions allowed per account, create a Generic Policy in the Subscription and Billing Policies 'Maximum Number of subscriptions per account' and define the number of subscriptions allowed per account. Note that CRM.COM billing is account based, therefore having more than one subscriptions handled by the same account, will have a direct effect on all subscription at the time of activation. If you have more than one subscriptions financed by the same account, you can provide a ranking to your subscriptions (through the subscription type) where you can define which subscriptions should be considered first during activation, deactivation and billing. For more information on ranking refer to Ranking of Subscriptions and Subscription Services. Ui expand title My company supports both billing models, anniversary and period. Is it possible for the 2 to co-exist?  Yes. You can create one Billing Term Scheme which will be used for anniversary subscribers and one for period. You can then create 2 different subscription types, one for each billing term scheme, or you can have one subscription type for both billing term schemes and it will then be up to the agents to select the respective scheme. For the billing, you can create different billing runs for anniversary and period based subscribers by using the Billing Term Scheme conditions.

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