## Purpose Managing key contacts, specifically Bill To and Sold To, for a Billing Account with multiple account managers has not been a simple or transparent process in CustomersDot. This applies to both end-users utilizing the customer-facing tools and GitLab Support through the CDot Admin interface. ### Customer problem `#1`: Customers can end up seeing the wrong subscription details when the CDot account email is updated and gets synced to the wrong Zuora Billing account (due to email match). **Example:** - RCA - https://gitlab.com/gitlab-org/fulfillment-meta/-/issues/1026 ### Customer problem `#2`: Important subscription related emails (e.g. license key delivery) are sometimes sent to the wrong people in the customer’ organisation or to people who left the customers’ organisation. **Examples:** - https://gitlab.zendesk.com/agent/tickets/373168 - https://gitlab.zendesk.com/agent/tickets/373261 - https://gitlab.zendesk.com/agent/tickets/374301 ### Customer problem `#3`: When customers want to update their connected contacts to their billing account, they need to reach out to support, so there is no transparent self-service capability for our customers for the operation. **Example:** - https://gitlab.zendesk.com/agent/tickets/371589 ### Proposed solution to address main customer pain points: Customers can see and edit the bill to and sold to contact in their connected Billing Account in CDot. This gives them the transparency and self-service capabilities needed to have control over their contacts connected to their billing account. The main objective of the epic Bill To / Sold To Contact Management in CustomersDot is to enhance contact management for both customer and admin-facing sides of CDot. ## Value to the customer and GitLab We want to provide more transparency around different contacts by adding the Bill To and Sold To contact management in CDot for our customers and for GitLab Admin users (through the CDot admin interface). Through the addition of the contact management in CDot, customers are able to update the given Bill To and Sold To contacts on a BillingAccount at any given time. The same will be true through the CDot Admin interface for GitLab admins. All updates will be synced to the attached Zuora Account to make sure the provided Bill To and Sold To contacts are always up-to-date and Zuora can be used as SSOT. This will drive more self-service capabilities for customers to manage their contacts and therefore reducing outreach to support as an uplift. Additionally, the addition of the BillingAccountContacts model adds additional value into the release of a [a single CustomersDot BillingAccount can have multiple CustomersDot Users](https://gitlab.com/groups/gitlab-org/-/epics/8951) ## Background on Bill To and Sold To Contacts Bill To and Sold To Contacts are specially designated Contacts on a Zuora Account and serve different but important purposes for: - **Sold To Contact**: the person receiving the product or services. This person can be the same as the Bill To contact. - **Bill To Contact**: the person receiving the bill/invoice. You can read more about this in the [Zuora documentation](https://knowledgecenter.zuora.com/Zuora_Billing/Subscriptions/Customer_Accounts/A_How_to_Manage_Customer_Accounts/A_Basic_Information#:~:text=The%20Bill%20To%20Contact%20is,as%20the%20Bill%20To%20contact.). In CDot, for typical web-direct purchases, the Bill To and Sold To Contacts will be the same Contact record. In sales-assisted purchases, it is common for the Bill To and Sold To Contacts to be different. ## Further documentation https://about.gitlab.com/company/quote-to-cash/#fulfillment-data-architecture-plan