Make it easier to determine who the license will get sent to
Donique: updating description and title to bring focus to problem + provide detail on all relevant scenarios.
Problem summary
Delivery email address for a self-managed licence after purchase is unintuitive and hard to track. It is hard to determine who the license will be sent to after a purchase is made.
Example scenarios to address:
Example 1: Sally - happy web direct path
- sally makes web direct purchase for NEW SM subscription
- sally's customersdot account is the only account associated with this subscription
- sally is the sold to contact on the Zuora account
- DESIRED RESULT: license is sent to sally
- ACTUAL RESULT: license is sent to sally
Example 2: Peter - happy sales-assisted path
- peter makes sales-assisted purchase for NEW SM subscription
- peter's customersdot account is the only account associated with this subscription
- peter is the sold to contact on the Zuora account
- DESIRED RESULT: license is sent to peter
- ACTUAL RESULT: license is sent to peter
Example 3: Bob - change in ownership in sales-assisted renewal
- peter has left the company and bob needs to purchase a renewal for peter's subscription
- bob is the sold to contact on the sales quote
- DESIRED RESULT: customersdot account is created for bob, Zuora sold to contact us automatically updated to bob, license is sent to bob
- ACTUAL RESULT: billing team updates Zuora sold to contact + updates peter's customersdot account to bob's details + license is sent to bob @annapiaseczna can you confirm if billing is still doing this manual update?
** if billing does not manually intervene to update Zuora and customersdot with new contact details, I believe the license will be sent to peter
Example 4: Maria - dual / multiple contact ownership in sales-assist renewal
- maria and bob work at the same company. both need to order for the same subscription
- maria is the sold to contact on the sales quote for the renewal
- DESIRED RESULT: license is sent to maria (the purchaser)
- ACTUAL RESULT: license is sent to bob if billing had updated the customersdot details (the sold to Zuora contact that matches the customersdot account)
** if peter's email address was still on the original customersdot account AND peter was still the sold to contact in Zuora, the license is sent to peter.
** if peter's email address was still on the original customersdot account BUT peter was not the sold to contact in Zuora, the license could be sent to either peter or bob or maria (if all 3 have customerdot accounts)
Example 5: Jane - dual / multiple contact ownership in web direct renewal
- jane and sally work at the same company. both need to access and purchase for the same subscription
- jane creates a customersdot account and asks support to associate the subscription to her account too
- jane renews the subscription in customersdot
- DESIRED RESULT: license is sent to jane (the purchaser)
- ACTUAL RESULT: license is sent to sally (the sold to Zuora contact that matches the customersdot account)
Proposal
The ideal solution:
- Eliminates any manual work for billing and support
- Gives the customer the power to determine which email address the license should go to
- Considers the differences in purchasing via sales vs self-serve (i.e if we automate a self-serve license delivery "indicator" in customersdot for example, how does that translate into the sales order process)
Old description:
Current State: License app sends the license to the original person it sent the license to on the account regardless of the named sold to contact on the latest quote in Zuora. Someone must manually change the email address in the License app on the account to get the license to be sent to the correct person.
Proposal Future State: License app sends the license to the named sold to contact on the latest quote in Zuora.
Support Priority Score: 25