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 provide a brief description of 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 services sold separately and/or as part of a 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 & a STB device)
Can customers use their own devices?
1.3. Pricing Offering
For each of your subscription services, specify:
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
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
Is the price fixed or variable?
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 day?
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 service tiers (i.e. allowed changes between subscription services) in a hierarchical format with the highest ranking service first
What are the conditions for upgrading a service?
Effective immediately?
On service contract end date?
On next billing cycle?
What are the conditions for downgrading a service?
Effective immediately?
On service contract end date?
On next billing cycle?
2.1.2. Pausing Subscriptions
Define the rules for resting a subscription
Do your business flows support resting of subscriptions?
Are there any rules for customers to be able to rest?
Define your business rules related to the resting period (i.e. Allowed days per year, Allowed times per year, minimum/maximum days for each resting period).
2.1.3. Cancelling Subscriptions
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?
2.2. 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 when a subscription can still be billed? (i.e. draft, effective, pending verification, 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 charges for services? (e.g. upon initiation, activation, deactivation, cancellation, downgrading, switching)
When are these chargeable? (immediately, upon 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 customers to be able to add a usage service?
Which services can be consumed and what is the usage allowance for termed services? (e.g. Movie channel, 10 movies per month)
Are there any usage charge limits? (i.e. maximum allowed non-billed usage, the customer will be invoiced once this threshold is reached)
2.3. Payment Process
Define the process of accepting payments from customers
Define the available payment methods (cash, card, direct debit, stripe, vouchers etc.)
Specify the process of notifying customers when a payment is due
Do you require creating automatic payments?
Do you allow payment retries (of failed payments)?
How many retries are attempted?
How often are retries scheduled?
What if payment fails?
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 provisionable 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. Automations 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?