Subscriptions Template

Export this template and answer these questions as accurately as possible; the information you provide will help us form a better understanding of your project requirements. Feel free to briefly describe business rules and scenarios where deemed necessary.

1. Product Offering

1.1. Products as Services

• List the services currently offered (e.g. Basic TV, Movies add-on service, etc.)

  • List any termed services (billed on a recurring basis)

  • List any usage services (based on consumption, e.g. VOD)

  • List any one-time services (billed once, either a specific amount or based on duration, e.g. installation service)

  • List any expense services (fixed amount, billed once, or on a recurring basis)  

• Are the termed services sold separately and/or as part of a fixed or flexible service bundle?

• Specify any service dependencies (e.g. Kid’s TV service is offered only if the subscription service  is Gold Pack).

 1.2. Products as Physical Goods

• Which devices are offered by your business?

• Are these devices rented or sold to customers?

• Can these devices be sold separately or as part of a bundle? (e.g. a TV service & an STB device)

• Can customers use their own devices?

• Specify any dependencies between devices as well as dependencies between devices and services (e.g. Internet service has a dependency on a Router, whereas a TV service to an OTT box).

 1.3. Pricing Offering

• For each of your subscription services, specify the following:

  • The price

  • The billing cycle (days, weeks, months, years)

  • How many billing cycles is a termed period?

  • At the end of the termed period, is the service auto-renewed or expired?

  • The contract (binding) period and optionally, is the price modified at the end of the contract period?

  • Is there a trial period? If so, what’s the duration?

  • What’s the billing method?

    • Pre-bill - services are billed before they are used

    • Post-bill - services are billed after they are used

• Specify the rate model for each product (i.e. flat rate, tiered rate – maturity based, volume – quantity * tier rate, stair-step – tier rate)

• Do you use different prices and/or currencies for B2B or B2C? (e.g. VIP prices for VIP customers)

 1.4. Discounts

• Specify any promotions (discounts) offered to customers

• Under which conditions do promotions apply? (e.g. type of subscriber, validity period, purchased products, product quantity)

2. Subscription Flows & Business Rules

2.1. Package Offering (Subscription Services)

Specify the business rules and conditions used to create and maintain subscription services

• Is there a limit to how many subscription services a customer can order?

• What are your rules for automatic deactivation of services?

  • Based on day and hour?

  • Based on the day?

• What’s the allowed outstanding amount of contacts that can keep their services in Effective state?

• Is automatic cancellation of a service applied if it has been deactivated for a period of time?  

2.1.1. Change of Service

Do you offer upgrading/downgrading of services?

• Define your tier paths (i.e. the allowed changes between subscription services)

• What are the conditions for upgrading a service? 

  • Effective immediately?

  • On the service contract end date?

  • On the next billing cycle?

• What are the conditions for downgrading a service? 

  • Effective immediately?

  • On the service contract end date?

  • On the next billing cycle?

2.1.2. Pausing Services

Define the rules for pausing a service:

• Do your business flows to support pausing of services?

• Are there any rules for contacts to be able to pause a service?

• Define your business rules related to the paused period (i.e. Allowed days per year, Allowed times per year, minimum/maximum days for each paused period).

2.1.3. Cancelling Services

• What are your cancellation rules when not in contract?

  • Do you require a notice period?

  • Is cancellation effective immediately?

  • Applicable at the end of the billing cycle?

• What are your cancellation rules when in contract?

  • Is cancellation effective immediately?

  • On contract end date?

  • Applicable at the end of the billing cycle?

2.1.4. Trial Management

Do you offer a Trial period for your services?

• Is trial applied once per contact or per service?

• Do you allow your contacts to request for a Trial extension and if yes, for how long?

2.1.5. Grace Periods

Define the rules for giving a Grace Period for a subscription and prevent its deactivation due to outstanding debt.

• Do your business flows allow your contacts to request for a Grace Period?

• Define your business rules related to the Grace period (i.e. Allowed days per year, Allowed times per year, minimum/maximum days for each Grace period).

2.1.6. Regret Service

Define the rules for allowing your contacts to regret for a service:

• Do your business flow allow contacts to regret for a service ordering?

• Define number of days after ordering that contacts can regret their ordering and get full credit for it

 2.2. Billing

• Specify the billing model used to bill subscribers

  • Anniversary (billed on the day the service was initially purchased)

    • Can a customer change the billing day?

  • Period (all customers billed on the same date)

• Aside from when a subscription is effective, are there any other states where a subscription can still be billed? (i.e. draft, effective, not effective, paused, regretted, cancelled, swapped, removed)

• When is a subscription service considered non-creditable? (i.e. draft, effective, not effective, paused, regretted, cancelled, swapped, removed)

• Are there any additional event-based charges for services? (e.g. upon initiation, activation, deactivation, cancellation, downgrading, switching)

  • When are these chargeable? (immediately, upon the next billing cycle)

• Are there any additional recurring charges for services? (e.g. upon initiation apply a charge that will be applied up until a service’s cancellation)

  • When are these chargeable? (immediately, upon the next billing cycle)

• Do you have a credit limit policy?

2.2.1. Usage-Based Billing

• Define the billing rules for usage-based services

  • Are there any rules for contacts to be able to add a usage service?

  • Which services can be consumed, and what is the usage allowance for termed/one-time services? (e.g. Movie channel, ten movies per month)

• Are there any usage charge limits? (i.e. maximum allowed non-billed usage, the subscriber will be invoiced once this threshold is reached).

 2.3. Payment Process

 Define the process of accepting payments from contacts

• Define the available payment methods (cash, card, account debit, wallet, CRM.COM Wallet e.t.c)

• Specify the process of notifying customers when a payment is due

• Do you require creating automatic payments?

• Do you require payment gateway integrations with CRM.COM?

3. Other Business Flows

3.1. Subscriber Registration

Describe the subscriber registration process and the customer information required.

• Specify any uniqueness rules to be applied during customer registration (e.g. phone, email etc.)

• Define the customer verification process (e.g. OTP, verify email)

• Specify the process of capturing customer addresses

• Define any applicable business rules

• Specify how to handle sensitive information (data protection)

3.2. Customer Notifications

• List the events for which customers receive notifications

• What information is included in these notifications?

4. Provisioning

• Do you require integration with a CAS or OTT?

  • Which services and devices are provisional per integrator?

• Which actions or commands are sent to each device?

5. Inventory Management

• Specify the business model of managing your inventory and the distribution to the different retailers (if applicable)

• Specify products for which you keep stock information (Smart cards, Decoder, etc.)

• Do you require the ability to import devices? (e.g. decoders, set-top-boxes, etc.) in batches?

6. Automation and Integrations

• List and describe any third-party systems that will require integration with CRM.COM (e.g. communication gateways, analytics tools)

• Specify if it’s required to send or receive information via these integrations

7. Analytics

• Do you require any quick-view information in the form of a dashboard?  

• Which reports are required for your business operations?

• Do you require any insight data?