[Spike] Improve experience for Ramp Customers receiving 3 activation code emails
Problem
Today, ramp customers purchasing a Self-Managed subscription receive 3 unique emails at time of initial purchase containing 3 different activation codes (one for each year). This leads to a very poor customer experience, as customers do not know which is the "right code", do not realize they received 3 different ones (email threads), etc.
Specific scenarios we've seen with current state
- Customer enters the wrong activation code for a future year (2 or 3), Support intervention is required to remove the wrong subscription and then allow the customer to enter the correct year activation code. This is partly resolved by Ability to enter additional activation code(s) ... (gitlab#374938 - closed), which will allow for entering multiple activation codes at one time.
- Occurred with this customer: https://gitlab.com/gitlab-org/fulfillment-meta/-/issues/873
Proposal
Options:
- Email year 1 right away, the future activation codes can be sent later / closer to the start of the next subscription.
- Rethink the email so that if a customer has multiple subscriptions they get a consolidated email. This is likely a lot more effort.
- Add context to email templates to inform the customer that all 3 codes need to be entered
- Work with the sales team to give clearer instructions in these type of deals until we've moved to Zuora Ramps and go back to a single sub for the full ramp.
Result
Better UX for Ramp customers.
- Note, this is an interim solution prior to the implementation of Zuora Ramps, which will result in a single activation code and then automated callouts from Zuora at the start of each successive year to update seat count.