Improve contact management for subscription and account

Problem to solve

Changing and managing the contact information for an account or subscription isn't always easy or intuitive. Support and billing assistance for some actions are required (example: changing Zuora contact or customers portal contact for reseller) and this leads to manual work for the teams because the customer isn't able to do these things themselves.

Some use cases we want to have controls for:

1. Contact for communication about subscription (expiry, renewal, changes)
2. Contact for instance admin / group owner
3. Contact for renewal order (sales or web direct) or purchasing actions in general
4. Contact for billing (receives invoice + notices about billing)
5. Be able to set multiple emails for certain scenarios (example: license recipients)?

JTBD: As a subscription manager, I want to decide and easily control/change which email address should be used for different parts of subscription management, so that I can ensure relevant notices and artefacts are received by the correct contacts in my team.

Proposal

A page to indicate and manage email addresses/contacts for different parts of subscription management: billing/invoices, renewal contact for sales order/web direct purchaser, license recipient, general comms about subscription (renewal/expiry/changes)

User experience goal

Contact management for subscription is intuitive and easy and requires no assistance from support or billing or sales.

What does success look like, and how can we measure that?

• A decrease in tickets about contact management,
• Elimination of manual intervention from support, billing and sales