Streamline AR: New Capabilities in Zuora Collections & Cash Application

Launch our first poll, Kay. On the next screen. So our question for you is: What is the biggest gap in your AR process today? And, and specifically, what i- what is the thing that you’re joining to maybe get a idea of and, um, see how you might handle that in Zuora? We’ll give you a minute or two to respond. Oh, we have someone from London. Awesome. Thank you for joining. And the Netherlands, Hampshire. We’ve got Greenville, South Carolina. I got Georgia too. Oh, I missed Arizona before. Thank you for joining. North Carolina.

India, that’s a, that’s a time zone change. Thank you for joining. Boulder. Went to school up there. [laughs] All right, let’s give, like, 30 seconds more to answer our poll, and then we’ll get some results in here. San Diego is pretty early too, Katie. [laughs] Go Bucks. Allison, it’s looking like a lot of manual work is- A lot of manual work… the biggest gap. Yeah. Awesome. I mean, that’s actually really… That’s really great to hear because that is exactly what we are built to address. So, um, with that said, thank you for engaging in our poll this early in the morning for some of you,

um, or maybe late at night for those of you in India. [laughs] Um, I’m gonna hand it over now to Kay, who’s gonna start with our demonstration. Thank you, Allison. Hi, everyone. Thank you so much for joining. Uh, we’ll go ahead and get started for the demo. What I’m going to be covering today is, um, we’re gonna start off with cash application, and then we’ll move into Zuora Collections. Uh, and then after that is when we’re going to jump in with the sneak peek of the new features, which is our supplier portal and the French UI. And then we’ll have some time at the end f- to be able to go through and answer those questions and address anything else. Uh, but I know some of you may have already seen the demo and have seen collections on cash

applications before, uh, but there are some people that have never seen it. So I wanted to have a quick refresher for the people that have seen it and, uh, really walk you through what we can do, uh, with Zuora Collections and cash applications for the people that have joined us for the first time in these sessions. And, uh, yes, and then we’re very excited to show you the supplier portal that we are releasing. So for the demonstration, we’re gonna look at it from two different personas. Uh, generally, we have a, you know, you might call it an AR analyst, cash app specialist, uh, cash app analyst, et cetera. So we have a person who is really in charge of the cash application. So they’re usually the person that’s logging into various bank portals. They’re downloading

statements, and then they’re, they’re doing a lot of heavy Excel manipulation. Um, and that’s the persona that we’re gonna take a look at first and see how Zuora’s cash application can help make that process a lot faster, a lot easier. And then we’ll switch over from a collections analyst, collections, uh, specialist perspective. This is the person who is usually, uh, tracking the aging. They’re pulling reports, uh, from various tools and systems to put together aging, again, working heavily out of spreadsheets. Uh, they’re trying to prioritize, um, high-risk accounts, really trying to figure out who to reach out to, um, and trying to reduce DSO. But, um, both of these, the, the common thing that they have across and what you even said from the poll is,

uh, a lot of, a lot of manual work to do the job. So those are the personas. I’m sure they’re very, very, uh, relevant and speak really to, um, how you’re, and your teams are doing work today. So we’ll see how, um, Zuora can support both of these roles and from both of these sides. So starting with cash application, uh, historically, like I was saying, um, when we talk to our customers and from what I’ve seen is cash application specialists really are, you know, our, our persona’s name is Jamie. So she spends her morning pulling, you know, end-of-day files. She’s p- logging into different portals depending on how many of these banks, uh, and these are… This is just an example of some of… figure

out what customer sent remittance information, if there is any, uh, and really trying to match it. And then maybe they’re going into, um, Zuora. They’re going into another ERP, et cetera, a different system to try to create those manual payments. So it becomes very cumbersome. It becomes very, very manual, like you have said. So, uh… So instead of having to log into those portals, that process is com- completely eliminated because those payments flow in directly into Zuora. So we’ll take a look at what that looks like, and then we also integrate

with, uh, the remittance inboxes to pull in that remittance data. And then Zuora’s AI takes over to then help with the matching. So we’re going to heavily reduce that manual effort that is going on for the teams. So let’s take a look at what that actually looks like. We’ll take a look at the general payments dashboard. Uh, we’ll see some matching scenarios and see what that looks like, including remittance extraction. So let’s jump right in. So I am now logged in here. Um, hopefully my screen updated. Uh, I’m logged in here now as Jamie, who’s the cash app specialist. We’re in Zuora Cash Applications. And when Jamie logs in, the first thing that she sees here is all of the payments coming into one place,

and they’re divided into different buckets. We have unapplied, partially applied, and applied. So what’s applied is everything that’s already come in. It has 100% match. It been auto-posted. There is nothing for Jamie to do here. Where she is gonna spend her time is anything that’s unapplied or partially applied, and this is where we’re no longer in Excel, we’re no longer in spreadsheets. Jamie is doing all of her work here, where everything is working effortlessly between Zuora Billing and Cash Applications to bring in the right information that Jamie needs to be able to do research if needed, and to be able to post it seamlessly into Zuora Billing as well.

So I’ll give you some examples of some of these payments and show you what that looks like. So hopped into a payment that Jamie’s trying to take a look at. Uh, in this case, we see some information around the payment description, some of the information that comes in as the metadata from the bank. Uh, this could be the description fields that are usually seen when you pull those bank files from the portal, uh, that I see, uh, analysts having to manually copy and paste over. Maybe the invoice number is embedded in there. So all of that comes in, and Zuora’s AI actually uses this information and auto-extracts it to be able to help match it. We have the payment amount here, um, as well as the customer. So when, uh, we actually click into it, we can see

for this customer, it’s actually au- automatically matched it. And then when we go into invoices, uh, we’ll be able to pull up a list of invoices maybe that are there if we need to make any manual adjustments. But it has automatically matched it to this invoice here. At the bottom, the remittance information is also automatically tagged. So now we have all the components that Jamie was previously having to do manually all together in one place. So doesn’t have to hunt those three things down. It’s all here. So we’ve got all the payment information. We’ve got the customer automatically tagged. We’ve got the invoice attached to this, and we also have the remittance. So in this case, when it, it is that 100% of a match or

whatever percentage of a match that you’re comfortable with, this can just auto-post into Zuora Billing. So there is no work required here. This is just an example to show you what that looks like. So now if we head back into our payment screen, we can work through an example of a payment that came in that doesn’t have a match. So generally, we’ll take a look here, um, on what it looks like. So we have a payment. We don’t have a remittance. We don’t have much information. But what we can do is get a match from Zuora’s AI, and this is, this is usually what happens, right? In a perfect ideal world, you have remittance, and you have that, and that’s a perfect

match. That’s not where your analysts are spending time. More time is being spent than doing that research. What is this customer trying to pay? What is going on? So having the customer already be matched, and then being able to go through those invoices to see, how do I wanna match this when it’s maybe a wonky payment? So we can see the payment amount is $115,000, and then here is kind of how those add up. So do we wanna attach it to both? Do we wanna attach it to one? So on and so forth. So can go ahead and do that, and then we can see here that it allocated this one fully, and then it’s allocating the balance to the rest, so intelligent enough to give you that. And what also it does is going forward, as Jamie is taking these actions in the system, machine learning aspect

of it continues to learn, so it will actually make the recommendation to say, “Hey, match the full amount to the oldest invoice, and then whatever is remaining to the newer invoices.” And it’ll start giving those recommendations so that manual effort, even when Jamie’s having to do these checks, those decrease over time to continue to make the system work better for her. And once she’s done, she can go ahead and post that. So just to quickly summarize what we saw from Jamie’s perspective, because I do want to jump into, um, collections here with the time that we have. Uh, we see that, uh, cash app analysts like Jamie

are able to get, you know, automated payment matching with AI-driven reconciliation, so they can make, uh, posting and application faster and easier. Uh, there’s also, instead of focusing on the easy ones, they’re really just focusing on those exceptions that don’t have that information. But they also have a lot of assistance to even go through and, and make those exceptions and work through thos- those a lot faster and post those as done. And overall, this increases that AR accuracy. It increases cash visibility and really just making sure that, uh, the teams and, and your teams are working with updated, um, aging balances instead of, you know, your collections team looking at aging balances, but the collect– payment has been made,

but it has not yet been put into the system. So overall, um, increasing how fast that cash is applied. The next thing we’re gonna take a look at is our collections, uh, platform and really making sure that you, your team is able to do collections with context. So they’re able to protect relationships, accelerate payments, um, have a full historical context into what is happening with the customer. So they can reach out, or if a customer reaches out, they have that full history, and they’re able to get that full picture from, from order to cash and make those decisions, uh, with AI insights So we’ll switch into, um, Jessica’s journey here. She’s our, our cash app…

Or excuse me, our collections analyst, if you remember, and her primary goal, like I said, is really making sure that she’s able to, you know, reach out to customers as needed, answer any customer inquiries, and really focus on driving down DSO, uh, de-risking high account customers, et cetera. So what we will see from her perspective is the AR dashboards and kind of the reporting and things that are available for her to prioritize customers as needed. Uh, we’ll look at the customer account page, which is when we talk about c- uh, collections with context, what that fully means, and a, a quick snippet into, um, dunning strategies that are automated within Zuora. So let’s jump right into

that, and we’ll go from there. Perfect. So switched into what Jessica sees when she logs in. Uh, this is more of a collections dashboard, helping Jessica understand, uh, what her receivables look like. So what is outstanding, what we have as DSO. Look- looks like we dropped it 11 days in the last 30 days, which is awesome. That means kind of what we’re doing is working. Um, any sort of unapplied credits that might be sitting in cash applications. Again, it’s system works as, as a whole. These configurable aging buckets allow Jessica to see, uh, based off of the invoices, how they are. So we can see that

a lot of them are sitting in the 120 plus, uh, aging bucket. And also of those invoices, how are they split up? What is the reason? So are there disputes? And if there are disputes, what is the reason for the disputes? Uh, what is the actual overall collection status? So we do see there are a ton in disputes. Um, maybe some of them has been, have been transferred to a third party, so on and so forth. So this gives Jessica full insight into what is happening. Now, beyond that, what’s- what Jessica did in the past was she was pulling these different reports to understand what was going on. So instead of pulling those aging reports, she’s able to go under just AR aging and get that live snapshot

right away without having to pull a single report. And this also allows her to see a snapshot overall and be able to, uh, move these columns around as she needs to and save those views for the future. So in this one, she also sees the customer information. She wants to see a little bit more. She’s gonna close that off and also see this AI health score. Since Zuora has all of customers’ payment behaviors, aging information, disputes, et cetera, it’s able to give her the snapshot to understand how each customer is rated from a scale of one to five. So we can see customers with a lower health score, um, not performing as well. They have a ton of open outstanding

balances. We can see these by aging buckets. They have a ton of open disputes. Moving further over, how many tasks are opened on each account or any promise to pays open. So there’s a ton of information, uh, that she has, including, uh, when this, these customers were last contacted. So now instead of doing any of this in Excel, uh, it is, it is all available here in one place without having to do anything. And we can also see the last activity. This helps Jessica understand, okay, on these accounts with the lower health score, looks like there were some escalations, some disputes, uh, some of them are not receiving emails, something to look into. So these are very actionable insights that Jessica gets. And just to understand the context

for each customer, Jessica can go into this customer account page that gives that full breakdown. So if Top Circuit Tech here was to send an email or if she needed to reach out to them, she will have a full history of this account, uh, without having to go into several places like a separate inbox or separate notes, um, in Google Sheets or in Excel. Everything is here in one place, including any invoices that are open or closed, any payments. We can see that Top Circuit Tech actually has some unposted payments. So this is some additional insight that the collections team has. Uh, any emails that have gone out from, for Top Circuit Tech, everything is available here, including an AI summary,

so she doesn’t have to go through all these, uh, threads. She can just get a quick insight as to what’s going on, and that full activity log. So there’s disputes here. There’s some notes. There were some questions on a particular line item for this invoice. So a lot of context here for Jessica to get up to speed on this account, and if she needs to send out anything ad hoc, she can go ahead and do that and attach any, you know, unapplied credits or open invoices, statements, et cetera. This makes it super easy for her to do her job as a collection specialist. But this is more manual, um, in terms of reach out. With Zuora’s automated collection strategies, all that is taken care of and that outreach is actually ha- happening automatically.

But for any high risk or white glove, uh, customers that you, where you really wanna do that high touch or personalized touch to them, you’re always able to put them into a separate collection strategy. So you can see here for this one, I have them under high risk, high value customer, and we’ll talk about what that means in just a moment. So with Zuora’s automations and automated collection strategies, Jessica is actually able to have a ton of efficiencies by creating different customer segments and using those segments for these automated dunning strategies. So we’ll take a look at what Jessica has created for

this high-risk, high-value customer. These collection strategies are very easy to set up. As a business user and not a technical IT person, uh, Jessica’s able to very quickly adjust as needed, and it really is using point-and-click solution. So if Jessica needs to add another action to this, she can go ahead and do that, defining when this action will take place, uh, if it’s after the due date, on the due date, how many days. Uh, also being able to leverage email templates to control the tone and the type of content that should be in the message, including dynamic placeholders that allows all the contacts to be

provided to the customer upfront in that email without, uh, and also eliminating any back and forth that the customer may have with the cash up analyst. So I can insert this one, for example, and all this information that’s already flowing in from Zuora Billing will populate in context. So there’s no manual, manually filling out any information here, and then automatically attaching invoices or the statement, et cetera. So this makes it very easy to configure any new action items in this collection strategy. But to walk through what is actually in here, in this example, uh, for this high-risk customer, Jessica decides that she needs to have

more touchpoints. So it has every five days, but as you saw, this can really easily be adjusted. So we’ve got our first reminder all the way down to creating tasks for collections analyst to actually do. So each account can have its own collections owner. So for the accounts that Jessica is on that fall under this category, on day 10 it will prompt her to make a phone call. It’ll create that, uh, task for her, where she can go and see what, you know, what is on her work list, including any escalations that may happen. And at further down the road, uh, Jessica also wants to start including the sales rep into this and the account management team

because they should also have visibility into what’s happening, so we can go ahead and start adding CCing in the sales rep. Especially for the high, the high-value, high-risk accounts, it’s important that the sales rep or the account team is aware what’s g- of what’s going on. So if they’re going into any, um, conversations with renewals and such, they’re, they have the context as to what is actually happening with that account. So very easy to set up. But let’s say if the customer, uh, responds back and says there’s a dispute or they, they have a promise to pay that’s open, the dunning i- intelligently automatically pauses, uh, and reads those rules or those dates in the promise to pay to automatically pause.

And then if and, if or when it’s broken, it will continue with that dunning. So Jessica has full ability to control what happens, keeping that customer experience in mind to make sure that they’re not getting emails when they’ve already said they’re going to pay. And once that invoice closes, it will stop the dunning altogether. So very easy for her to manage, uh, as, as she needs to adjust these dunning strategies going forward, uh, and a- as she wants to differentiate them between different customer segments. So just to quickly sum up what we saw with Jessica, um, how easy it is for her to go through and get insight into what’s happening with receivables overall, uh, be able to drill down into those different

metrics, and be able to pull up the AR aging without having to go pull different reports in various places and try to make sense of what is going on, uh, from different sources. And also really just having that full customer context, uh, in one place, so if a customer reaches out or if she needs to reach out, uh, she has that full history and she can really make that experience personalized for the customer, and being able to collaborate with other people, uh, having all of that communication context in one place. And we have, uh, a lot of, seen a lot of success with customers, so, uh, you know, some of… I just wanted to put some of the numbers that we have seen, uh, some of the quotes that we’ve had, uh, as we continue to

add customers, uh, and, and help them be successful with Zuora Collections and Cash Applications. Okay. I will jump into- Awesome… the next piece now. Thank you for that, Kay. Mm-hmm. I think we were gonna have a poll there too. There we go. Okay. So if, if you liked what you’ve seen so far and you are interested in meeting up with us, um, with someone like Kay or, um, we’ve got another couple of folks that work on this tool specifically,

please let us know, and we will go ahead and get in contact with you after this meeting. So we’ll give about 30 seconds for this yet, and then we can preview our beta things. And for those who are putting questions in the chat, I am monitoring that, and I’ll be posing those questions to Kay, um, in our Q&A section. Okay. I think we can close the poll, Sabrina, and, um, let’s go and talk with folks about the supplier portal. Perfect.

Let’s do it. So just wanted to set the stage a little bit before we jump in. Um, in, in what we usually– what we’re seeing as we’re talking to more and more customers about this. But generally, as your customers are adopting portals like Coupa, Ariba, uh, i-it tends to push a lot of administrative burden onto the AR teams. And, uh, billing specialists, collection specialists, et cetera, they’re having to rely on manually, uh, logging into different portals, keying in invoice information, uh, attaching documents, and if they’re having to match PO numbers or fits on a, a blank invoice, et cetera, uh, there is a lot of work to just get it uploaded, but also then to try to track it, uh, and see what is going on. So there’s a

ton of steps associated with that, um, and then you get to actually reconcile. So there, there’s a lot, a lot of steps. Um, some of these may resonate not exactly or some of them, but that’s kind of what, what we’re seeing. And, uh, with the complexity and the sheer amount of volume that’s there, uh, when I talk about the administrative overhead that’s being now put on AR teams, it also includes, uh, you know, there’s tribal knowledge that the teams have. Um, what limit– like limited visibility that they have into being able to track these things. And overall, what it does is it, it impacts DSO. It impacts how

your– how fast and how efficient your t-teams are able to move and work. So with Zuora’s AP portal automation, uh, we’ve built it with autonomous AI agents that act as a digital workforce working for the AR team. So essentially, they take the invoice, uh, they automatically upload it to the portals, and they’re able to navigate the various fields that are there, um, and they’re able to submit those invoices on there automatically. But that’s part of the battle, like we said. There’s also tracking. So those agents also continuously monitor the portals, and they’re able to pull updated statuses if there is rejections,

the reasoning for that, and it pulls it straight back into Zuora. Uh, and then you’ll also be able to see things like the payment stat-status, et cetera. So it’s, it’s going to take off a lot of that manual workload that continues to burden AR teams when it comes to these portals. So let me jump in and show you what that looks like. So imagine, you know, the world where we’re putting this into Coupa and instead, uh, what it looks like then is… Let’s, let’s bring Jessica back into this. Uh, Jessica’s logged in, and instead of having to manually upload those, uh, these are all the invoices, uh, that were uploaded in automatically

using Zuora. So now what she has to track, instead of going into those different customer portals, she just sees a list of what’s going on. So of course, we’re still under collections, as you saw. She can go see what this invoice is. Let me refresh my page real quick. She’s able to see what this invoice is, and looks like they actually all got resolved. That’s funny. Um, I had them all in here. They got resolved. Let me go and find some other ones that are, that are there. But overall, uh, she’ll be able to see what was open here, uh, you know, what was causing the issues and be able to actually, uh, sort by the different statuses, so we can see what’s, you know, awaiting approval, what’s in progress, what was rejected,

uh, and maybe just failed altogether, what, what, what happened with that. Or being able to, uh, sort by the creation date, um, different customers, et cetera. So it gives a lot of control over, uh, that tracking, and it also allows her to just do a one-click submission. So as you saw here, I could have resubmitted those. Um, and as it’s continuously monitoring that, uh, it’s able to update those statuses. And I’m gonna try to bring another example here, um, to show you.

Perfect. And while I do that, um, I’m also going to sneak peek the French UI because it’s also very important to, uh, be able to serve the global teams. So if you have, uh, teams working in France, uh, and they need to be able to see the tenant in, obviously in Fra– in French, uh, they’re able to see that. So I’ll actually quickly pivot here into French just to flash that up too and, uh, what that looks like. Though usually what happens is I have to find my way back [laughs] into, uh, my language settings. But you can see how everything has updated here. In terms of currency, uh, it’ll be whatever currency you’re, you’re using. So if you’re using USD,

uh, or, or it is, uh, in localization settings, it is… it needs to be, um, something else, then it can adjust accordingly. But you can see here within the dashboard, uh, within our, uh, customer aging and the account page with all that context, um, is, is in, in French. Perfect. I know we are actually reaching right towards the end of our demo time and Q&A. So, um, Allison, are there any questions that we can start addressing? Sure. Um, okay, so there’s actually a couple that are similar in nature. Let me start with that one.

Um, so one of the questions is, back to Cash App, what would happen if a payment is made for an invoice that goes to multiple accounts, um, and those multiple accounts may only be associated by the billing name and address? Um, and then the sort of second version of that was, um, you know, some of our customer groups have multiple related accounts with their own bank accounts, and sometimes we receive a bulk payment against that one account, but it needs to be split across invoices. So how would that be handled in the Cash App? So, um, in general, if you’re receiving, um, multiple… If you’re receiving payments

that are split up, either it’s a parent child relationship or it’s unrelated, we see that a lot in, um, reseller use cases. Uh, and if there is different bill to, ship to information, there’s a lot of different factors. Uh, Zuora’s Cash Application can still give you those AI matches, and because it’s not using just that bill to, ship to information, if the address is different, it’s still going to be, uh, I imagine linked in Zuora Billing. And if it’s not, then it’s still able to make that match, whether it’s based off of remittance information, any metadata that I was showing you in Cash Application where it’s recognizing the customer and the invoice information. So it’s able to still give you a match using different context clues.

And if there are specific fields that the model needs to be trained on, then our implementation team can work on actually training it on, on your specific edge use cases like that too. Awesome. Um, the next question here was also how are those bank statements pulled in? And specifically, c- some of the, the concern around that is, is any of that bank statement data shared with or used to train the AI? Um, and would that expose any of that data to, to outside of the Zuora tenant? So it is… We work directly with your banks, and we set up a Zuora FTP- SFTP site, so very secure. And we work with the bank to pull those bank files directly into the SFTP,

uh, do all the testing, et cetera. And that data is only used for your own tenant. It is not used to train any other AI model or anything like that. That is used for during the implementation phase to train on your specific use cases, and that data is not shared anywhere outside of that. All right. The next question went towards the collections, which is, are those aging buckets that we saw there the same that are configured in Zuora Billing? No, you can configure your own aging buckets, um, whether they’re from Zuora Billing or if you want to configure them differently in Collections. Okay, so you could have both essentially? You could, yeah. But ideally if you… I would want to know more about the use

case and kind of make the best recommendation for, uh, keeping standardization across your data. So it could be, but I would want to know a little bit more about the reasoning for wanting to not have them be the same. Yeah. Okay. Um, okay, so if we receive a remittance, but the amount does not match the total invoice balance, you know, it might be bank fees, tax deductions, other charges, um, how does the cash application feature handle that? And will it automatically identify the payment difference, or do we need to manually reconcile that, um, and make adjustments in Zuora? There are ways. So if, for bank fee, for example, uh, you are able to make an adjustment in there that you will add. But if there

is like a short pay, overpay, uh, you know, that’s one of the, the base case scenarios where it’s able to apply whatever balance needs to apply towards the, the invoice, if it needs to apply towards another invoice, kind of like what I was showing you. And then, or if it’s just one invoice and you have an overpay, uh, that account, that balance will live on the account. You can choose to then do a refund from Zuora Billing, or if you want to keep it there, uh, you kind of have the option. And then for the bank fee and such, um, you’ll be able to, um, adjust it and then post. Okay. All right, and the next question was, if we think about those health scores on the accounts, um, can those be configured or can you define them yourself?

Um, you have the ability. So there is a set, um, number of attributes or different attributes that it’s using to come up with that, but you are able to over- overwrite it. So if you have some specific knowledge that you know, uh, that you have avail- available to you, then you’re able to overwrite that. Um, and just really quickly, since I had to find a better example to flash up, uh, for the portal, I just wanted to quickly show that real quick, um, as to what that looks like since I got all of mine submitted. So apologies for that. Is my screen updated now, Allison? Yeah, it is. I want to make sure that I flashed this real quick. So as I was showing you, uh, when… Back to Jessica. Jessica is back in, um,

and she’s seeing that all of these invoices, uh, that were, uh, needing to be submitted. And when we need to click on the invoice to see what’s going on, get the details, uh, even see the, the PDF, everything is available here, again, all within Zuora. And then we could see also the status of it. So whether this has, uh, been scheduled, can go ahead and submit it. If it failed, what happened? There is some sort of an issue. Um, go ahead and resubmit it. So everything is available here. And then even going under what was submitted, uh, just to give you an example, we can see this AP portal status. So with here, uh, here Jessica can see what was already approved, and it’s actually fully paid, all set on that.

Uh, what has payment pending, uh, what’s a- awaiting approval. Now, there are a bunch of different fields that- Um, the AP portal might have. So it can be mapped, uh, correctly to show what that means and to be able to show it here. So yes, we have some that are in draft, waiting approval, but now instead of having to go manually submit those, uh, it’s just seeing the status here and then troubleshooting or making adjustments or resubmitting as needed. So all that effort into manually submitting is now, now removed. So single pane of glass through Zuora, uh, for collections, cash applications, and AP portal submission. Thanks for scrambling to find another place-

Yes. [laughs]… to do that. I know I’ve, I’ve been in the demo seat before, and I’ve had that happen, and it’s frustrating, so I appreciate that. Absolutely. Um, let me go back to a couple of the questions here, uh, b- just before we round out our time. The next question here was, do you have any recommendations for how to engage sales reps or CSMs in this collections process when we need them to jump in? And specifically, they’re calling out that they do have collections dash- dashboard set up in Salesforce, but- Okay… the reps are not using Salesforce Tasks, so they’re looking for an alternative way, um, to message them from the Zuora collection system, Slack or email preferred. Mm-hmm. So I know we have the Slack, um, integration. Why don’t you say a little bit about that and tell us what you would suggest?

Yeah, absolutely. So if you remember the dunning strategy that I was showing you through automations, you could CC your sales reps or CSMs, et cetera, on there, uh, at whatever part of the customer’s journey that you want it to. However, there is also a way to loop them in via Slack. So they will get notified in Slack. So there we have a couple of different collaboration tools. So whether it’s via email in the example that you saw, uh, being able to notify them in Slack, uh, you could@ mention them or create a task, uh, within collections, and it, it shows them that in Slack. So we want to ping them wherever they’re working out of. If Slack is their primary workspace, uh, then that’s there. And also, um, with… It seems like we’re using Salesforce.

So with Salesforce, there is a AR aging view on the customer record, or on the account record, excuse me. So they have that information fed to them directly, uh, on that account. So if they do keep an eye on their account, they will be able to see that, hey, this, there are a bunch of disputes, or there are a ton of aging invoices. Maybe when I’m having my next conversation with them, uh, my, my QBR or whatever that is, maybe this, that’s the time to maybe bring that up. So we can surface that, uh, in three different places at least in different ways to make sure that they’re hopefully able to see at least one of them. So what you’re saying is even if they don’t use Sla- uh, Salesforce Tasks, there’s still no excuse for them to not be aware. Correct. On the account record, in Slack, via email.

Yep. Um- We’re on the channel. [laughs] I will say, so, so Zuora uses our collections products here internally, and that Slack integration is one of the things that our finance people have called out as something that’s really helpful for them, to be able to just, um, you know, immediately message a rep and get their input, get, just get their awareness on something too. So definitely check out that Slack integration. Um, the next question here too is what does initial setup look like to connect Zuora with the different customer portals? And I’m, I’m gonna say that I think that this means, like, the CUPAs and the RIBAs, things like that. Um, once connected, how does Zuora know which customers need their invoice uploaded into the portal rather than some manual submission?

Not sure if I’m understanding the question fully. So we’re trying to figure out h- which portal or… Sorry. Yep. So the first part of the question is what does the initial setup look like to connect with- Okay… those portals? Understood. Um, and then the second part of the question is how do you know which customers need to go- Okay… through a portal versus manually? Understood. So we will… So I imagine you have different logins for different customers, or different people have different logins for, for the different portals. So we will work with you, first of all, on figuring out what those workflows are. So getting the, the logins and, uh, figuring out which customers actually fall in that, and that’ll be a part of the implementation. So, um, actually even in terms of storing those logins securely so you’re not

having to now manage any of that. And then part of the implementation is actually getting that information from you, so you’ll let us know, and that’ll be part of the setup so that it can automatically go. And then as you need to make adjustments, add, uh, that’s very easy to go in the back end and do. Uh, and even as the fields update, uh, the mapping is very easy to update as well. Cool. Okay, next question. I know we’re, we’re going a little bit over time. We’ve got two left in the Q&A. I’ve got one left in the chat to kind of follow up with. So I think we can squeeze out a couple minutes to just finish these off here. Um, so the next one is, “Are UK banks available with the SFTP thing?” So, um, I’m thinking that’s the can we do Cash App with UK banks?

It is all down to the format. So we support a, I, I’ll post a, a list of them, but there is BAI2, CMT, et cetera. So, um, it’s not specific banks, it’s what format they can send the file in. So, uh, as long as it’s one of those formats, we are good. So if you, we can maybe follow up with you on figuring out what format, um, they do. But we have worked with, uh, customers globally, uh, across Australia, UK, et cetera. Okay. All right. Last question in our Q&A for now. How about an ACH payment that was sent in Canadian dollars, but the bank converts it to USD when it hits

the bank account, but it has to be applied in Canadian dollars, um, so the actual amount that the customer sent in. How does Zuora Cash App read that? Can we customize which line item it reads for those use cases? That is a very good question. Um- Let me take that one offline. What I will say is there are options. It depends on what, yeah, how you would like to get that set up. So is the, so the invoice, is that in Canadian dollars or US dollars? Are you managing FX rates in, in Zuora billing? Uh, that could be inherited, so I would want to think through those things. But these are, uh, common, common things that we see with customers. Okay. So Dahi, I think we’ll take

that, um, and do some follow-up with that just to make sure that we connect you with the right answer there, um, with a more full understanding of what the use case is. Perfect. Great. We’ve actually gotten through all of our questions in the Q&A. Um, I want to point out too, if some of this discussion, like, piqued your interest and you didn’t answer before that you wanted to be reached out to by the, um, team, go ahead and let us know in the chat. Also, I’m gonna point out that there are some resources there that Sabrina was putting in. We have recently published a collections and cash application self-assessment on our website, where you can go in and kind of put in what are the things you’re dealing with and understand whether or not now is the time to start looking

at getting a product in. Um, and so you can fill out that, and then there’s also some cool chat capabilities with that to help you understand whether or not the Zuora products are gonna be able to, to kind of answer those needs. So go ahead and check that out as well. Um, and again, like I said, if you wanted to still get contacted by one of our AR experts, you can definitely throw that in the chat and we’ll follow up with you. Thank you all for joining. Thank you for the engagement as well. And thanks to Kay for rolling with the demo gremlins. [laughs]