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Business Systems: Portal

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Contacts

Business Systems Administrator | Phil Encarnacion

Business Systems Analyst | Jamie Carey

Incoming Customer Inquiries: Licensing, Billing, Transactions

Common Customer Inquiries first triaged by BSS

Business Systems Specialist:

inquiries routed to Sales:

If the person is already a customer, the BSS emails the Account Executive. If the person is not a customer, the BSS asks the SDR Regional leads for EMEA, APAC and AMER/LATAM in SFDC chatter group ZD-newbusiness who should be cc-ed in an email for the inquiry. Regional Leads for SDRs:

  • AMER/LATAM - Mona Elliot
  • APAC - Jay Thomas-Burrows
  • EMEA - Elsje Smart
  • User reports an inability to upgrade from one paid plan to another, cc Account Owner on reply to customer + internal note asking BSS to let BSS know they got it and can close case
  • User is on a trial and wants to purchase a paid plan, cc Account Owner on reply to customer + internal note asking BSS to let BSS know they got it and can close case
  • Customer wants to pay by anything other than a credit card, cc Account Owner on reply to customer + internal note asking BSS to let BSS know they got it and can close case

inquiries routed to .com Support:

inquiries routed to Accounts Receivable: (Billing Requests)

High Level Setup

video of custom setup

Customer Flow

System Integrations

Important to know

Zuora and Salesforce