Zuora Managed Services provides an operationalized service to manage your Zuora installation by overseeing day-to-day activity, monitoring Zuora processes, and addressing issues that surface. The team of 20+ members works with other back-end Zuora teams as needed in response to production issues.
What We Do
|
|
- Availability 24/7/365
- Team of Teams to collaborate with support, product specialists, application support engineers, and subject matter experts to optimize service
- Collaboration as an extension of your IT/financial team
- Monitoring, alerting and incident management
- Subscriptions - Continual monitoring of your business processes, with break/fix activity where possible in agreement with your organization
- Billing - Process mass updates to any business object when the need arises
- Payments - As defined on onboarding, we process day-to-day activity performing operational functions and freeing up your resources to focus on your business
- Revenue - Process day to day activity by assisting with accounting period close, mass updates, RevPro integration, and assisting with custom recognition.
- Platform - Monitoring and management of Workflow, APIs, integrations, and system health.
- Reporting - Weekly reports on platform metrics, stats on business processes, and trends and observations.
Managed Services Benefits
|
|
Using Zuora Managed Services allows your organization to scale day-to-day operations with a named team to
- Gain Hands-on Execution & Expertise - A fully managed operational service staffed by a named team of Zuora experts assigned that will be an extension of your team.
- Scale Recurring Maintenance Tasks - Free up resources to focus on your core business objectives while Zuora’s managed services executes on recurring operations.
- Reduce Errors & Cost for Maintenance - Our Managed Services team will analyze failed transactions and perform re-runs when necessary.
Managed Services vs. Support vs. Global Services
|
|
|
Managed Services
|
Support
|
Global Services
|
|
Hands on Keyboard
|
No Hands on Keyboard
|
Hands on Keyboard, until project is Live
|
|
Dedicated team who knows your customizations and end-to-end solution
|
General support with no knowledge of customizations
|
Only dedicated until project is Live
|
|
Proactive Monitoring and Analysis
|
No monitoring
|
Design and implementation specialists – monitoring is not a priority
|
Scope of Services
|
|
|
Setup and Troubleshooting
- Creating, updating/modifying, deleting business objects
- Recommendations, best practices
- ITIL-based documentation of solution, architecture, platform
|
Features Requests/ Incidents
- Collaborate with Engineering for resolutions
- Expediting Escalations
- Features’ behaviors overview and application updates
|
|
Reports and Templates
- Delivering Weekly reports
- Assist with Object Model questions/clarifications
- Billing Documents, Invoice Templates assistance
|
Data Migration
- Recommendations for migrations
- Troubleshooting and best practices
|
Network & Availability
- Identify Billing, Payment and Revenue Errors, Performance, API Failures & Concurrency
- Available 24/7
|
Month End Close
- Closing your books at Month End
- Running Trial Balance
- Creating Journal Runs / Reports
|
Examples
|
|
- Migrated product catalog to 20 sandboxes
- Found large bill runs in Draft status with high $$$ of unposted invoices
- Assisted with month-end close – teams didn’t have to wake up at midnight to close their books
- Found unrecognized revenue that should have been billed months prior
- Mass updated 1,000,000+ accounts with incorrect value on custom field
Let Us Manage Your Zuora Installation
We provide a vast scope of services to help your organization be successful in the Subscription Economy. Either contact us directly at turnkey@zuora.com or reach out to your account manager for more information.