Borderfree - Mary Ransom, SVP, Consumer Products & Insights, Intacct - Mark Gervase, Sr. Marketing Manager Learn how Borderfree built and launched its first B2C business model in just 7 months. By leveraging the power of existing assets like salesforce.com and Intacct, and making strategic decisions about which new technologies to build versus buy, Borderfree added a new subscription service to its portfolio while staying within pre-established organizational boundaries.

1. Mary Ransom
SVP, Consumer Products
Mark Gervase
Sr. Product Marketing Manager
Accelerating Growth
For High Performance Companies
FROM INCUBATION TO REALITY
Business Model Innovation Within An Enterprise

2. FROM INCUBATION TO REALITY
Business Model Innovation Within An Enterprise
Mary Ransom
SVP, Consumer Products

3. The Nine Keys to Subscription Success
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE

4. Agenda
1. Borderfree
Introduc>on
2. Building
&
Launching
BoxHop
3. What
Comes
Next
4. QA

5. Introduc>on
to
Borderfree
W h o
w e
a r e
&
W h a t
w e
d o
• Privately
held;
190
employees
in
NYC
(HQ),
Tel
Aviv
(R&D),
Toronto,
Shanghai
• Our
soIware
and
services
plaKorm
extends
retailers’
online
capabiliOes
globally
• Sell
to100+
countries
and
transact
in
60+
currencies
• InternaOonal
Checkout
• Fraud/Risk
Management
• Customer
Care
Support
Commerce
• Carrier
Management
• Export
Compliance
• Omni-­‐channel
Support
LogisOcs
• MarkeOng
Strategies
• Partnership
Sourcing
• Global
Marketplaces
MarkeOng
• Consumer
Insights
• Merchandising
Strategies
• Global
Shopping
Trends
Insights

6. Introduc>on
to
Borderfree
O u r
C u s t o m e r s :
R e t a i l e r s
&
S h o p p e r s

7. Evolving
from
B2B
to
B2C
T h e
B u s i n e s s
C a s e
f o r
B o x H o p
• Shipping
Costs
too
Much!
• Want
to
order
from
U.S.
sites
• Want
to
place
orders
from
non-­‐
Borderfree
merchants
Provide
internaOonal
consumers
with
a
US
shipping
address
to
buy
directly
from
US
retailers
CUSTOMER
FEEDBACK
BUSINESS
IMPLICATION
• Need
to
lower
our
cost
basis
• Need
a
new
B2C
revenue
model
• Need
a
new
plaKorm
to
support
new
business
&
expand
TAM
RESULT:
BOXHOP
IS
BORN

8. The
9
Subscrip>on
Essen>als
H o w T h e y S h a p e d B o x H o p
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE

9. Pricing
&
Packages
N e w
S e r v i c e s
&
R e v e n u e
S t r e a m s
1
REVENUE
&
RISK
DIVERSIFICATION
• Borderfree
Profit
Streams:
• Merchant
Service
Fees
• Consumer
FX
Fees
• BoxHop
Profit
Streams:
• Subscrip>on
Fees
• Shipping
Fees
• Usage
based

10. Customer
Acquisi>on
P a r t n e r s h i p s
&
P r o m o s
2
Partnerships
drive
value
for
all:
• Merchant:
sales
&
loyalty
• Consumer:
valuable
discount
• BoxHop:
‘FREE’
subscribers!
• Borderfree:
Consumer
Profiles

11. Recurring
Billing
S t o r i n g
&
A c c e s s i n g
C o n s u m e r
P r o fi l e s
• Borderfree
Consumer
Profiles
• BoxHop
as
a
Shipping
OpOon
3
• 100%
TransacOonal
• No
SubscripOon
Fees
• No
Consumer
or
Payment
Profiles
• SubscripOon
&
TransacOonal
• Upgrades,
add-­‐ons,
renewals
• All
Users
have
Payment
Profiles
Future = Hybrid

12. Preven>ng
Failed
Payments
• Account
creaOon
requires
a
valid
CC
• Email
30
days
before
card
expires
• Payments
updated
in
customer
portal
Managing
Failed
Payments
• AutomaOc
retry
logic
configured
• Email(s)
triggered
to
consumers
• Parcels
held
pending
payment
• Late
penalty
fees
assessed
Consumer
Collec>ons
T h e
‘ C a s h ’
i n
C a s h
F l o w
4

13. Rela>onship
Management
V i s i b i l i t y
&
S e l f -­‐ S e r v i c e
5
• Zuora
+
Salesforce
=
full
customer
account
visibility
and
easy
administraOon
for
customer
care
• Customer
portal
allows
easy
profile,
payment
&
subscripOon
updates
• Payment
details
hosted
by
Zuora
• FAQs
&
web-­‐to-­‐case
support
powered
by
Force.com
• OperaOonal
issues
trigger
case
creaOon
&
email
communicaOons

14. Finance
&
Accoun>ng
K e e p i n g
t h e
B e a n -­‐ C o u n t e r s
C a l m
PROJECT
REQUIREMENTS:
• Manage
Revenue
RecogniOon
• Refunds
Administered
in
Salesforce
• Easy
CyberSource
IntegraOon
• Connects
to
our
Intacct
GL
• Financial
Controls
SaOsfy
Auditors
• PCI
Level
1
Compliance
• MulO-­‐Currency
Pricing
(P2)
• Supports
MulOple
Gateways
(P2)
6
BUSINESS
GOAL:
SaOsfy
Finance
without
hindering
innovaOon,
ceding
control
or
delaying
launch

15. Measure
&
Analyze
C o n s u m e r s ,
O p e r a O o n s ,
T r e n d s …
Subscribers
• GROWTH
• USAGE
• SPEND
• CHURN
• RENEWAL
Opera>ons
• BILLINGS
• COLLECTIONS
• PRODUCTIVITY
• ERROR
RATES
• OPEN
CASES
Basket
A^ributes
• MERCHANTS
• PRODUCTS
• BRANDS
• DIMENSIONS
• WEIGHT
7

16. Systems
&
Scale
S o l u O o n
A p p r o a c h
–
K e y
D r i v e r s
8
• Speed
to
Market
–
launch
and
stabilize
before
holiday
season
• Outsource
Ini>al
Build
–
partnered
with
Slalom
ConsulOng
to
architect
&
build
the
MMP
• Enterprise-­‐level
Compliance
–
PCI,
accounOng/audit,
customer
screening,
import/export
restricOons
• Nimble
but
Scalable
&
Configurable
Plaaorm
• Low
Organiza>onal
Burden
–
ability
to
migrate
and
manage
the
plaKorm
in-­‐house
with
limited
dedicated
labor
post-­‐launch

17. • Core
plaKorm
and
data
repository
for
customer
and
parcel
management,
order
workflow
&
customer
care
• Hosted
checkout;
subscripOon
billing
&
collecOons;
A/R
sub
ledger
• Development
plaKorm
supporOng
the
Customer
portal
• Duty
and
tax
calculaOon;
import/export
restricOons
management;
shipping
carrier
rates
and
rules
Systems
&
Scale
(cont’d)
P r i m a r y
S o l u O o n
C o m p o n e n t s
8

18. Customer
Registers
&
Orders
Goods
Parcels
Received
&
Stored
Customer
Configures
Order
Order
Processed
&
Shipped
Systems
&
Scale
(cont’d)
B u s i n e s s
P r o c e s s
F l o w
8
Business
Flows

19. Future
Enhancements
W h a t
C o m e s
N e x t
CUSTOMER
EXPERIENCE
• Loyalty
program
• Translated
interfaces
• Mobile
checkout
&
tracking
• DDP
shipping
opOon
• InternaOonal
returns
support
MARKETING
&
GROWTH
• Consolidated
merchant
reporOng
• IntegraOon
into
the
Borderfree
checkout
• AddiOonal
payment
gateways
• FX
support
9

20. Q&A
Thank
You!

21. Accelerating Growth
For High Performance Companies
Mark Gervase
Sr. Product Marketing Manager
mgervase@intacct.com
@markgervase

22. The Nine Keys to Subscription Success
$
PRICE
ACQUIRE
BILL
COLLECT
NURTURE
ACCOUNT
MEASURE
ITERATE
SCALE

23. Growth Companies Rely on Intacct
6,000+
Companies
Real
Value
35,000+
Business
EnOOes
95%
Customer
SaOsfacOon
Services
Consumer
Hospitality
Non-­‐Profit
FOUNDATION
Other
Healthcare
SoIware

24. Subscrip>on
Businesses
Run
on
Intacct
Intacct
is
the
Choice
of
AccounOng
Experts
Worldwide

25. Built
for
Success
Why
Zuora
customers
choose
Intacct
£ Upgrade
to
a
robust
soluOon
when
you
outgrow
QuickBooks
or
a
legacy
system
£ Manage
complex
revenue
recogniOon
for
mulO-­‐
element
arrangements
£ Deliver
real-­‐Ome
visibility
into
financial
and
business
metrics
that
drive
performance
Why
Intacct
customers
choose
Zuora
£ Introduce
creaOve
new
subscripOon
pricing
models
to
exisOng
subscripOon
revenue
stream
£ Rapidly
launch
a
new
subscripOon-­‐based
product
line
or
business
unit
£ Streamline
management
of
subscripOons
that
undergo
frequent
changes
Proven
Track
Record
of
Delivering
Results

26. Partnering
for
Success
120+
Partners
75%
of
our
customers
integrate
with
2+
partners

27. Why
Financial
Managers
Love
Intacct
£ Track
true
financials
and
operaOons
£ Visibility
for
planning
/
strategy
£ Flexibility
as
needs
change
Drive
Performance
and
Growth
Managing
for
Long
Term
£ Process
automaOon
£ Oversight
and
controls
£ Accuracy
and
compliance
Make
My
Business
More
Efficient
Be^er
Every
Day
With
Intacct,
You
Can
Do
Both

28. Lots
to
Do,
But
Many
Challenges
Resource
LimitaOons
Manual
Processes
Data
Stored
in
MulOple
Places
Dependence
on
Spreadsheets
New
Standards
and
Rules
Oversight/
Controls
Core
Processes
£ Order
to
Cash
£ Procure
to
Pay
£ T&E
Management
£ Period
Close
£ ConsolidaOons
£ ReporOng
&
Analysis

29. Beqer
Every
Day
$150,000+
Typical
annual
benefit
<6
months
Payback
Ome
250
%
ROI
Making
Your
Business
More
Efficient
Automate
£ All
financial
processes
£ With
seamless
integraOon
across
business
systems
Manage
£ Adapt
to
the
way
your
business
changes
£ OpOmize
financial
resources
Deliver
£ Audit
quality
processes
and
financial
reporOng
£ Accurate
and
Omely
financial
and
business
intelligence

30. Why
Financial
Managers
Love
Intacct
Once
you’ve
mastered
day
to
day
complexity
…
Make
My
Business
More
Efficient
…
You
can
think
long-­‐term
Drive
Performance
and
Growth

31. What
Our
Customers
Want
to
Know
What
products
are
driving
most
profit
for
our
company?
What
channels
and
segments
are
high
performing?
Will
our
cost
structure
support
our
growth?
How
can
we
manage
purchasing
spend
to
boost
profitability?
Key
Performance
Metrics
Purchasing
Spend
Sales
Profitability
DSO
Cash
Flow
Analysis
Answering
Bigger
Ques>ons

32. Managing
What’s
Important
to
Your
Organiza>on
Snapshot
of
Key
Financial
and
OperaOonal
Data
is
the
First
Step
Key
Metrics
Cash
Flow
Revenue
Analysis
DSO

33. Only
Intacct
Offers
MulO-­‐Dimensional,
Data-­‐Rich
Insights
Understand
Across
Infinite
Dimensions
“ ”
−
Cheri
Zandlo,
CFO,
Tango2
Intacct
makes
it
much
easier
to
track
every
piece
of
informa4on
crucial
to
our
business,
le8ng
us
to
get
the
daily
opera4onal
data
we
need
to
properly
manage
and
grow
the
business.
We
Uncover
True
Drivers
of
Your
Business
to
Fuel
Growth
By
Sales
Rep
and
Territory
By
Item
and
Customer
By
Territory
and
Customer
Type

34. Flexibility
to
Grow
with
You
START-­‐UP/
OWNER
OPERATOR
FORTUNE
5,000
£ Mid-­‐market
focus
£ Best-­‐in-­‐class
financials
£ Scalable,
flexible
architecture
£ ConOnual
innovaOon
Intacct
Partnership
–
Taking
You
All
the
Way
Changing
Needs
of
Growing
Companies
True
Integrated
AccounOng
System
AcquisiOons/
Partnerships
MulO-­‐Company
ConsolidaOons
InternaOonal/
MulO-­‐Currency
Public
Company

35. Zuora
+
Intacct
Partnering
to
enable
your
success
Making
Your
Business
More
Efficient
Let
Us
Show
You
More
Driving
Performance
and
Growth

36. Q&A
Thank
You!