Understanding Subscriptions
- Persia Xenopoulou (Deactivated)
- p_demou (Deactivated)
Table of Contents
What are Subscriptions?
A Subscription is a collection of Services which are provided to customers and billed on a recurring, usage or One-Time basis. The Subscriber is the customer who owns the account associated with the Subscription and receives its Services.
Subscriptions Glossary
| Term | Description |
|---|---|
| Subscriber | A customer that receives Subscription Services. |
| Subscription Actions | System Actions that are used for the creation and maintenance of Subscriptions, including their activation and the addition of Services to existing Subscriptions. |
Behaviour Code | Indicates the type of behaviour of a Subscription Action that will be applied on Subscriptions, such as the addition or removal of a Subscription Service or the addition of Installed Items. |
Business Classification Code | Business Classification Codes group the results of Subscription Actions (which are based on their own Behaviour Code), into separate meaningful categories, enabling the user to distinguish between the results of different business activities. For example, to differentiate between the Addition of Prepaid or Normal Services. |
Unsettled Subscriptions | Subscriptions related to an Accounts Receivable which is in debt. |
Settled Subscriptions | Subscriptions related to an Accounts Receivable with no debt. |
Terminated Subscriptions | Subscriptions that are no longer in operation and are not billed. |
Effective Subscriptions | Subscriptions with active Services, provisioned to the Subscribers and charged by the Billing Engine. |
Physical Goods | A tangible commodity which is provided to customers, such as cameras, decoders and magazines. Physical Goods can be traceable or not traceable.
|
| Installed Items | Instances of traceable Physical Goods. |
| Services | An intangible commodity which is provided to customers, One Timeorrecurringbasis, such as telephony, TV channels, repairs, installations and deliveries. In most cases, the customer does not have exclusive ownership of the purchased Service but rather benefits from its outcome. |
Usage Services | Services that are provided upon customer request and are billed based on their usage. |
Termed Services | Services that are provided continuously and billed on a recurring basis. |
| Expenses | Services that are provided just once, usually upon customer request, and are billed just once. |
| Distributors | Distributorsare used to:
|
| Subscription Location | The physical location of the Subscriber. Subscription Location consists of the defined Contact Information address attributes that belong to the related Account Receivable’s owner OR billing contact. |
| Billing Address | The address where the Subscription's Bill is sent. |
| Event-based Billing Policy |
|
| Billable Period Start Date | Determines the start date of the billable period of each Subscription Service. For example, if a Service is effective from the 1st of June but the Billable Start Date is the 1st of August, then the Billing Engine will only start considering the Service from the 1st of August. |
| Billing Effective Date | The date on which a Service starts being billed. |
| Subscription Service Effective Date | Determines the date that a Service is activated (its Life Cycle State set to 'Effective'). |
| Billing Directive | Information available on the Subscription Services, required by the Billing Engine to decide whether a Service must be billed, credited or ignored. |
| Agreement Date | The date that a contract between the Subscriber and the company is signed. |
| Binding Dates | The dates binding customers to their Subscription. According to the Business rules, Subscribers wishing to cancel their Subscription before the binding date are liable to be penalised. |
Subscriptions Key Processes and Concepts
| Processes / Concept | Description |
|---|---|
| Using Subscription Distributors | Subscription Distributors (also known as Subscription Provisioning Distributors) are mandatory for an effective Subscription. Distributors are neither Services nor hardware Distributors are used to:
CRM.COM enables the user to define discounted prices on Services provisioned via multiple Distributors (i.e. devices). Provisioning Distributors can be created via one of the Provisioning Providers modules and must be added in the 'Allowed' Distributors of a Subscription Type to be made available for selection. They are added to the Subscription along with Services and Installed Items. CRM.COM also enables the use of the same Installed Items (e.g. the box) by multiple Providers. |
| Subscription Action Types & Subscription Sub- Action Types | Subscription Action Types and Subscription Sub-Action Types provide the ability to set up different rules around Subscription Actions having the same behaviour and Business Classification Codes. Each Subscription Action Type is related to a Behaviour Code and consists of one or multiple Subscription Sub-Action Types. Each Subscription Sub-Action Type is related to a Business Classification Code. Subscription Action Types and Subscription Sub-Action Types are configurable and multiple Subscription Action Types, or Subscription Sub-Action Types can be mapped to each Behaviour Code or Business Classification Code, respectively. Subscription Action Types and Subscription Sub-Action Types are not mandatory to create and execute a Subscription Action. The behaviour of the Subscription Actions depends entirely on the Behaviour and Business Classification Codes; Subscription Action Types and Subscription Sub-Action Types are only taken into consideration if they are present. Subscription Action Types and Sub-Action Types become mandatory only if the selected Behaviour Code or Business Classification Code are overridden by the Subscription Action Type or Subscription Sub-Action Type Configuration. |
Automatically charging Subscriptions based on specific events | There are cases where the user may require to charge their Subscribers automatically based on certain changes Subscribers request on their Subscriptions. For example, a startup fee may be charged as soon as a new Subscription is created or the Subscriber may be charged on requesting to swap his Installed Item for the installation expenses. Such charges can be configured to be automatically performed in the System, by specifying what should be charged, on which Event and, optionally, by providing conditions to limit the recurrence of the charges. |
Preview Effects on Rates for upcoming periods before executing actual changes | There is the option to preview upcoming Bills, before actually making any changes to the Subscription (such as removing, swapping or adding Services). The process can be used for both Normal and Prepaid Subscriptions. |
| Concurrent Usage | Subscriptions can be used for home or public usage. CRM.COM enables the user to create a single Subscription for public usage, e.g. in restaurants or hotels, and bill the Subscriber based on the concurrent use of the provided Services and a rate percentage, which is agreed between the customer and the company providing the Services. The final rate is calculated based on the following formula
|
| Restrict Subscription Orders and Activations based on Credit Limit Status AVAILABLE FROM CRM.COM R11.0.0 | The Accounts Receivable Credit Limit is the financial amount that your Organisation is willing to allow its customers to be in credit based on your business and financial rules. You have the option to override the Credit Limit functionality by setting the Override Credit Limit Rules in the active Subscription Billing Term Definition |
Subscriptions Access & Viewing Controls
Business Network Characteristics define the level of access for each record. i.e. whether it will be available for selection, viewing or editing.
| Entity | Network Characteristics | Description |
|---|---|---|
| Subscriptions |
| |
| Subscription Types | A Subscription Type can be added to a Subscription, provided the user adding the Type belongs to one of the Allowed Organisational Units defined in the Subscription Type, or a collaboration exists between their Unit and the AOU of the Type, or is a Super User. | |
| Subscription Action Type | Subscription Action Type have no access restrictions. They can be viewed and selected by all users. |
Subscriptions Related Modules
| Entity | Interaction of Subscriptions with Entity |
|---|---|
| Contact Information | The Contact Information of the Subscription Owner. |
| Accounts Receivable | A Subscription is owned by an Accounts Receivable. |
| Wallets | Funds available in Wallets are used to settle Prepaid Subscriptions. |
| Products | The Services and Physical Goods added on a Subscription. |
| Installed Items | Physical Goods coming from warehouses that are traceable through their SerialNumber, such as modems and decoders, and that are added to the Subscription. |
| Conditional Access | The Provisioning Provider that is responsible for sending the activation/deactivation signals to the Subscriber's device, according to the state of the Services within CRM.COM. |
| Billing | The Billing Engine is responsible for the Billing of Subscriptions. |
| Buy in Advance | Buy in Advance Requests can be created against Subscriptions to bill Subscribers for a period longer than the agreed contract time, in exchange for a discount. |
| Additive Discounts | Additive Discounts are used offer discounts on Subscription Services. |
| Usage Service Catalogs | Include Usage Services than can be added to a Subscription as well as their pricing information. |
| Communications | Important information, such as contract details and Serial Number of Installed Items, can be communicated automatically by Subscriptions |
| Jobs | Subscriptions can be created and maintained through Jobs. |
Subscriptions - Business Examples
The following section provides business examples of how the CRM.COM Subscriptions module is used.
Creating Draft and Effective Subscriptions
Business Requirement
Company ZX has two ways for creating new Subscriptions.
- Through Retailer Shops, from where customers receive all the required equipment and are be able to start using their Subscription directly.
- Through an order placed by calling the Company ZX Call Centre. In this case, an installation order is placed, and when the installers are at the customer's residence they activate the Subscription via their company phones.
CRM.COM Solution
Retailer Shop Subscriptions
When Subscriptions are made at a Retailer Shop, the "Become Subscriber" Action is used. All of the new customer's details are entered, and the requested Services and hardware equipment are registered at once in the System.
Once a Subscription Action is submitted, the Subscription becomes 'Effective' and as soon as the customers connect the equipment, the channels are available on their TV.
Call Centre Subscriptions
When Subscriptions are registered at the Call Centre the "Become Subscriber" Action is used. All of the new customer's details are entered, and the requested Services are registered at once in the System.
The Subscription Action is submitted in a 'Draft' state. The Subscription and Subscription Services remain in the System as 'Draft'.
Once at the customer's residence, the installer enters in the System the Serial Numbers of the Installed Items that were added by Subscription Action Add Installed Item and then activates the Subscription using the Activate Subscription Action.
The installer can do this by sending predefined messages integrated with CRM.COM via WEB APIs.
For more information view
Reactivating Subscribers APPLICABLE UP TO CRM.COM R10.0.0
As from CRM.COM R11, all Subscription will be activated based on the execution of Subscription Maintenance Utility.
Business Requirement
Company ZX would like to reactivate disconnected Subscribers that have settled their outstanding Balance. This process is executed once a day in the afternoon as soon as the Call Centre is closed. If the number of Subscriptions is too large, separate reactivations are performed for each area.
CRM.COM Solution
To meet the above requirement, a Reactivation batch process is configured in the System and scheduled to be executed every morning with 3 hours difference between Reactivations. Separate reactivations take place for each area.
Egersville Reactivation Definition
| Conditions | Parameters | Scheduling Information | ||
| Subscription Types | Hours since Balance Change: | When: | Recurrence Settings | |
|---|---|---|---|---|
| EgersvilleSub Type | 1 hr | N/A | Recurrence | Every day at 4:00 |
Georgsville Reactivation Definition
| Conditions | Parameters | Scheduling Information | ||
| Subscription Types | Hours since Balance Change: | When: | Recurrence Settings | |
|---|---|---|---|---|
| GeorgesvilleSub Type | 1 hr | N/A | Recurrence | Every day at 7:00 |
More Information on the Reactivations Action can be found at Using Activate Settled Subscriptions Runs.
Deactivating Subscribers APPLICABLE UP TO CRM.COM R10.0.0
Business Requirement
Company ZX runs deactivations once a month. Subscribers that are 10 days past their due date and the owe more than €10, must be disconnected. The deactivations should be split over the first week of the month with 1000 Subscriptions being deactivated at a time.
Also, all customers with bad credit must be deactivated regardless of the amount they owe.
CRM.COM Solution
Two deactivation processes will need to be configured in the System and scheduled to be executed once a month.
Normal Deactivation
| Conditions | Parameters | Scheduling Information | ||||
| Account Balance | Due X days Ago | Start Again After | Batch Size | As Of Date | When | Recurrence Settings |
|---|---|---|---|---|---|---|
| €10 | 10 | 1 day | 1000 | First Day of the execution | Recurrence | First Monday of every month |
Bad Creditors Deactivation Run
| Conditions | Parameters | Scheduling Information | ||||
| Accounts Receivable Credit Rating | Due X days Ago | Start Again After | Batch Size | As Of Date | When | Recurrence Settings |
|---|---|---|---|---|---|---|
| CAA | 10 | N/A | N/A | N/A | Recurrence | First Monday of every month |
More Information on Deactivations action can be found at Using Deactivate Unsettled Subscriptions Run Definitions for releases up to CRM.COM R10
Using Deactivate Normal Subscriptions Run Definitions for releases CRM.COM R11 and onward
Executing Scheduled Actions APPLICABLE UP TO CRM.COM R10.0.0
As from CRM.COM R11, all scheduled subscription actions are executed by the Subscription Maintenance Utility, regardless of the scheduled action's Behaviour Code
Business Requirement
Company ZX would like to execute its scheduled Actions in batches based on the Action Type. For example, all Actions that are not related to activations or deactivations (i.e. Add Installed Items and Services) should be executed first followed by the Actions related to activations and deactivations.
The execution should be done on a daily basis after midnight.
CRM.COM Solution
To meet the above requirement, two batch processes must be configured in the System. These processes will be scheduled to run every night after 00:00.
The processes without activation Type actions will be scheduled first, and the Activation and Deactivation processes will be scheduled to take place an hour later.
See the full configuration below:
All Actions (Apart Activation/Deactivation)
| Conditions | Scheduling Information | |
Behaviour Codes
| When | Recurrence Settings |
|---|---|---|
| All behaviour Codes fornonActivation /Deactivation actions | Recurrence | Every day at 00:05 |
Activation/Deactivation Actions
| Conditions | Scheduling Information | |
Behaviour Codes
| When | Recurrence Settings |
|---|---|---|
| All behaviour Codes of Activation/Deactivation Actions | Recurrence | Every day at 01:05 |
More Information on Scheduled Actions Run can be found at Using Execute Scheduled Subscription Actions Run Definitions.
Related Areas