Extend Work 365 with PowerApps Automate

PowerApps Platform

Work 365 is built on the PowerApps platform as a native Dynamics Application. With Automatic provisioning capabilities changes to licenses from within the Dynamics 365 application get provisioned automatically to the Microsoft Partner Center and distributors like TechData and Synnex.

This also means that your end customers who use the Work 365 self-service portal can add or reduce the number of licenses and have them provisioned directly with the providers.

Changes to licenses from the Portal get synced back to Work 365 and then provisioned automatically. From a service standpoint, it is very important that these provisioning changes are tracked and managed.

The questions that usually get asked are– “How do I know what changes my customers are requesting from the portal?” and “Did the changes get provisioned successfully?

Two specific outcomes are likely:

  1. Changes are provisioned Successfully
  2. Or Changes Failed to Provision

Failures in provisioning can happen because of two reasons:

  1. Technical Issues – Unavailability of the endpoint, security or authentication failures
  2. Business Rules- The provider rejects the changes because of data validation errors like exceeding a certain threshold

Work 365 is built entirely on the PowerPlatform– which means you can utilize the capabilities of PowerApps, PowerPortalPowerAutomate, and even PowerBI to manage processes and drive outcomes.

For license change notifications here is a Sample process you may follow:

In simple terms, you may describe this process as “If  a license change is made through the Portal and it is successfully let the customer know that the provisioning was successful, however, if the provisioning fails to let my Service team know so that they can fix the issue!”

You can expand and modify this workflow into many areas and connect additional steps through the entities and capabilities of Work 365 and the Power Platform. You could include additional information in the notifications like error messages, and pricing information for the customer from the subscription.

If you would like to implement this Power Automate template, follow us on Twitter or LinkedIn and we will be sure to share this with you.

Understanding the Azure Plan vs. Microsoft Azure 

Microsoft Azure (Class Azure) will be available through Nov 1st, 2020. Microsoft MSP and CSP partners are currently transitioning their Azure customers to the Azure plan and the modern commerce infrastructure before the deadline.

Partners purchasing a new Azure offer in Partner Center must choose between Microsoft Azure or the Azure plan. Partners will not be able to provision both offerings at the same time.

Provisioning the Azure plan

Partners choosing the Azure plan must ensure the terms of the Microsoft Customer Agreement are accepted.  Resellers will have one-time provisioning of the Azure plan per customer via Partner Center. The Azure plan acts as a container for all Azure subscriptions. When the Azure plan is provisioned, an Azure subscription underneath the Azure plan is created by default.

  • To provision additional Azure subscriptions, Partner’s would NOT provision additional Azure plans. Instead, additional Azure subscriptions can be created under the customer’s existing Azure plan through the Azure Management Portal.

Transitioning a Microsoft Azure subscription to the Azure Plan

  • If customers have existing Microsoft Azure subscriptions, Partner resellers will need to transition those subscriptions to the new Azure plan.
  • Partners transitioning the original Microsoft Azure offer to the Azure plan can initiate the transition directly in Partner Center. There is no customer action required.
    • In the Partner Center, there will be a button on the Microsoft Azure subscription to transition to the Azure plan. After hitting the button, the Partner Center will direct Partners to the Azure Management Portal for the transition to be processed and completed.

Managing Azure Resources for PEC (Partner Earned Credit)

  • To earn PEC on Azure plan subscriptions, Partners must, at minimum, have AOBO (Admin On Behalf Of) Access at the resource level.
    • Direct CSP Partners or Indirect Providers provisioning new Azure subscriptions are automatically assigned AOBO rights to perform administrative tasks on the customer’s Azure AD tenant on behalf of the customer.
      • Customers do not have admin rights unless provided by the Partner; however, customer’s do have the ability to remove a Partner’s AOBO access.
      • Indirect CSP Partners: For Indirect CSP Partners to gain access, their Direct Providers must give AOBO rights to the Indirect CSP Partner.
  • Azure resources can also be managed through RBAC (Role-Based Access Control):
    • RBAC is assigned to specific users where the appropriate RBAC roles can be assigned at the resource level (ie. resource, resource group, subscription).

The Impact

Classic Azure was billed to Microsoft partners at a discount (usually 15%). This discount was the retail margin that partners were expected to markup the reported usage summary to create a customer-facing invoice. However, with Azure plan the Microsoft invoices the partner (reseller) the full retail amount without any margin. Microsoft will later provide a Partner Earned Credit equivalent to the resale margin 2 months later based as a credit on the invoice as mentioned above. What this is means is if you are transitioning existing Azure subscriptions to Azure Plan:

  • Daily Usage data is no longer available the same way as it was for Azure Plan (your customers will not be able to view consumption the same way.
  • Be sure to adjust all your billing dates as the G invoices will be available for the entire previous calendar month.

With the current version of Work 365, the transition from Classic Azure to Azure Plan, there is no impact on the Azure invoice. Using a billing automation solution like Work 365 reduces and even eliminates the complexities around the Microsoft CSP Partner program.

Learn more about how Work 365 can help you!

CSP Reconciliation in Dynamics 365 using Work 365

CSP Reconciliation

Work 365 is a Billing automation system.

One very important question we get very often from Finance and Account teams is how does Work 365 help with CSP reconciliation?

CSP Reconciliation is a very important accounting function and in the Microsoft CSP partner world, that means reconciling your customer billing with your invoices from Microsoft or your distributor.

How Work 365 helps

The above video will show a brief demonstration of how you can use Work 365 from within your Dynamics 365 system to do some basic audits and review the data from a visual perspective to perform a high-level reconciliation.

This graphic above shows in one Work 365 Table :

  1. The customer selling price on the billing side (revenue)
  2. The cost of information from the provider (cost)
  3. The quantities in the billing system (revenue)
  4. The quantities from the Provider Invoice (cost)

Using this simple table/view it’s easy to visually spot any discrepancies. However just because the quantities don’t match it doesn’t indicate that there is an actual discrepancy. This can happen if there was a change made to a subscription after the provider invoice was received.

So the subscription count in the table may show the current subscription, however, the provider invoice will show the subscription count for when the bill was generated. Having the context and history of the subscription (through change License Change Logs) helps to further clarify any such reconciliation concerns.

Work 365 provides bi-directional sync between Partner Center and Work 365. If your system is healthy and functioning correctly every customer subscription in Partner Center will sync into Work 365 and Work 365 Subscriptions will sync with Partner Center.

Learn more- Watch our video webinars!

Learn More About Microsoft Modern Commerce Platform

Microsoft Customer Agreement (MCA)

Partners will need to have their customers confirm acceptance of the Microsoft Customer Agreement by January 31st, 2020. If these agreements are not signed, no new subscriptions can be added or license counts changed in Partner Center.

Here are the 3 methods of confirming the Microsoft Customer Agreement:

  • Attestation through Partner Center
  • Attestation through APIs like Work 365
  • Sending the agreement link to accept the terms of the agreement through the Microsoft 365 Admin Center

The Microsoft Customer Agreement is a global purchase agreement across multiple purchase streams.  For Cloud Solution Partners going back to all the end customers and getting this process completed can be tedious.

Work 365 self-service portal makes it easy for customers to log in and review an existing agreement and confirm the acceptance. The customer’s acceptance from the Work 365 Self-service portal syncs back the data like Date of Signing, Signer back into Work 365 and into the partner center to continue with the Order provisioning process.

Microsoft Modern Commerce Platform

The Microsoft Customer Agreement is also required to transition customers to the Azure Plan subscriptions on the Microsoft Modern Commerce Platform. The Microsoft Modern Commerce Platform and Azure Plan billing is completely different. Partners earn their margin through the Partner Earned Credits (PEC).

PEC in the new commerce experience is earned at the Resource level of an Azure tenant. If partners manage the tenant at the resource group or subscription level, they receive PEC on all resources within those containers. Reader level access to resources do not qualify for PEC.

Once access is granted, Partners should ensure they will earn PEC for that customer’s Azure subscription by tying it back to the Partner’s MPN ID:

Partner Requirements

  • Billing relationship with MSFT
  • Provision the subscription
  • 24/7 operational control of the Azure resources in CSP (Azure Admin access)

On the Microsoft price list, all items will be listed at retail price with a monthly exchange rate for the existing 16 supported currencies:

  • AUD, GBP, CNY, EUR, JPY, NZD, RUB, CHF, BRL, CAD, DKK, INR, KRW, NOK, SEK, TWD. Any currency not listed will be billed in USD.
    • Then any earned PEC is taken off the total invoice amount as a net charge.

For existing Microsoft Azure subscriptions, Partners will continue to receive separate reconciliation files for usage and license based subscriptions. However, moving forward in the new commerce model, any new subscriptions created for the following offers will be consolidated to one recon file:

  • Offers consolidated to one recon file: Microsoft Azure, Azure Plan, Azure reservations, server subscriptions, marketplace offers
  • Partners will have a single recon file per currency

Ready to streamline Azure invoicing? We can help just let us know. 

How Manual Processes can be Hindering Growth of Subscription Billing Business

Subscription Billing and Recurring Billing

Recurring Billing and Subscription Billing involves a significant change in the way a business sells and collects revenue.

As you first start with Subscription-based sales and recurring revenue its more than likely that the tools and processes are not known and the excel is what you are likely to use to keep things simple. Subscription-based sales by their inherent nature are smaller sized sales! However successful subscription-based businesses are not small!

The important thing with subscription-based sales is that they are smaller bills over longer periods of time and over larger volumes of customers!

Subscription-based businesses thrive and grow through growth from their existing customer base while simultaneously continuing to acquire new customers. It’s a cumulative effect, each customer is a building block. Once you get the grasp of this the only way to build a successful Recurring, subscription-based business is through automation and the deployment of the right tools for your internal teams and your customers.

Humans are error-prone and they don’t want to do repetitive tasks. No matter what kind of safeguards are in place, expensive mistakes are likely to happen as you scale and grow. Automated processes for billing, subscription management and invoicing are the foundation elements to grow a Subscription-based business model through recurring revenue.

Complex workflow

How Work 365 Helps you Growth

  • All subscription data including the number of licenses, custom bundles of services and products, discounts, billing and payment information, billing terms, etc. are all in one place using Dynamics
  • Provisioning can be automated with Cloud Providers like Microsoft through Partner Center or Distributors like TechData and Synnex.
  • Automated Billing– helps with creating, sending and collecting cash for invoices that are accurate every single time whether a customer is paying monthly, quarterly or annually.
  • Self-Service Portal for your end customers allows them to see all their purchased services, billing history and most importantly adjust quantities of existing services and purchase new services!

Work 365 synchronizes, coordinates and automates.

Watch our following webinar video on best practices for subscription management and billing automation to scale your recurring business.

See how Work 365 integrates with accounting systems like Quickbooks or how Work 365 helps manage customer credit in recurring billing.

Work 365 2.7 Fall 2019 Release

Version 2.7 addresses the core needs around business insights and self-service.

Microsoft Partners and CSPs Need Billing Automation Systems – Why Excel Isn’t Enough

Billing Automation

If you’re in the business of generating recurring revenue like Microsoft CSP Partners and using Excel to handle your customer’s subscriptions and billing, you’re not alone. Dynamics 365 can easily be used to manage your sales and service, and with Work 365 you can manage recurring revenue and Billing automation for subscription sales.

While Partner Center and Distributor portals are available, most Service providers still use spreadsheets to log and record the changes that are being made to subscriptions and services. These changes along with a combination of all the different invoices are used to invoice and bill a customer.

This process can take hours or even days for teams of sales and accounting members to manually go through customer accounts and match up customer data in Dynamics CRM with the appropriate subscription changes in order to manually create and send out invoices. Most importantly this process is not scalable.

Automating this process can save a service provider hundreds of employee hours that can be used to focus on value creation tasks around customer service and sales to grow the business. Billing automation solutions like Work 365, that are built on Dynamics 365 allow Microsoft Partners to grow their recurring revenue with these great features around billing automation:

1) Bundling products and services into custom packages

2) Automatically Creating invoices by calculating prorations, refunds, and renewals

3) Automatically Sending and Collecting payment for invoices through

4) Calculating monthly Sales commissions and incentives

5) Integrating with accounting systems

Resources – https://work365apps.com/work-365-payment-and-invoice-integration-for-csp-automated-billing/

6) Enabling Self-Service scenarios for customers to directly provision and manage their services

Work 365 is built on Dynamics 365 and has bi-synchronization with Partner Center, all subscription changes, billing and payment status, and invoicing can be done directly from Work 365 with a click of a button, saving Partners and CSPS time and using multiple systems to keep their records in check.

Watch our webinars to see how Work 365 can help Indirect and Direct CSPs automate and reconcile billing and invoicing.

Accounting Systems vs Automated Billing Systems: What’s the difference for CSPs?

As a Microsoft Partner and CSP, a requirement is to have automated billing and accounting systems in place to keep a record of transactions and send out invoices. While the line between the two different systems has blurred in recent years, billing automation and accounting systems still serve two different purposes and require a software decision.

Today, we’ll review the differences between automated billing and account systems in order to help cloud businesses build efficiency.

The Differences Between Accounting And Automated Billing Systems

Accounting Systems

QuickBooks2019

An accounting system like Quickbooks, NetSuite, Xero, or Freshbooks, is meant to document and classify all of a business’s financial transactions. It is most commonly used to show the following data:

  • Money that comes in and goes out of the business
  • Total revenue
  • Total profit
  • Company budgets and expenses
  • Accounts payable and receivable

Most accounting systems allow users to create manual invoices, which can handle the needs of the typical smaller business. However, a cloud service provider bases its billing and invoicing on more complex information such as customer provisioning, pro-ration, license tiers, and discounts.

While this information can be manually compiled, doing so consumes significant time that could be better spent elsewhere in your business. That’s where a billing automation system comes in.

Billing Systems

A billing system automates much of the manual work required to create an accurate invoice. Billing systems typically track the following:

  • Actual product/service usage
  • Client provisioning
  • Discounts
  • Payment Plans
  • Subscription tiers
  • Customized services and pricing
  • Tax levies
  • Billing automation systems then automatically generate customer invoices, either directly or through integration with an accounting system. This process delivers a more efficient way of invoicing customers.

Why CSPs Should Use A Billing Automation System?

Work365 Provision Sales

Work 365 App

Automated billing systems like Work 365 help CSPs send and track more accurate invoices to they get paid more quickly with less effort. When integrated with an accounting system, Work 365 can help businesses:

  • Streamline processes by unifying all data collection and tracking into a fully integrated front to back system.
  • Save time by allowing the creation of things like payment plans, auto-pay services, tax calculations, and automated invoicing and payment reminders that are action triggered and not manual.
  • Offer better service self-service portals allow customers to view their balance, understand their charges, and pay on their own. This lets your business focus its resources on improving support rather than reconciling accounts
  • Make fewer mistakes automated services decrease manual actions that lead to errors.

See how Work 365 can improve the accounting and billing systems for your cloud solution provider business with a demo. Ready for the next step? Give us a call at +1-571-429-5171 and start scaling your cloud business.

Managing Business Credit Risk for CSP and Recurring Billing with Work 365

Recurring Billing

Not all customers are created equal. This is especially true when it comes to payment timeliness – businesses that offer pro-rated or ongoing services in advance of payment are taking on risk and can be affected by slow or missed customer payments.

Evaluating the extent of that risk and coordinating that risk can be difficult when invoices, payments, and services are all on different systems.  With cloud services and recurring billing, we need to apply a different mindset to provisioning, invoicing and payment collection.

In a previous post, we shared best practices on Subscription Billing. Subscription billing cannot be treated the same way that we handle one-time items or paper-based licenses or even project-based invoices. It’s commonplace to apply protections like Billing in advance to ensure that the payment is received before incurring any costs.

Recurring Billing or Cloud services have these characteristics:

  • Generally long term in nature
  • Customers tend to purchase with options like Monthly or Annual billing
  • Purchases are not always large
  • Cloud Services tend to be essential services that are commonly used to run the business like Email

Credit Hold Functionality

Regardless when there is a new relationship – financial and accounting processes need to be in place in order to streamline and Sales and Billing operations. Credit management is one such item. Dynamics 365 Sales provides out of the box fields like Credit Limit and Credit Hold. These fields are exactly what they are meant to be which is to flag a customer for Credit Hold and specify a Credit limit for the customer.

Work 365 leverages these features to limit the exposure and synchronize the process between sales -> service and finance. A new or existing customer may be on credit hold as the sales team closes their first sale and even set up subscriptions and billing contracts.

While the Account is on credit hold the system doesn’t provision any services thereby allowing the finance team to complete any credit management processes like requesting a payment profile or collecting documentation. Once the Credit management process is completed and the Credit hold is lifted the system automatically provisions any items that are in the awaiting state.

office-365-provisioning-and-licensing

Another use case is when a credit hold is placed for non-payment. The customer’s account can be put on credit hold preventing them from making further changes or adding subscriptions. Sales and service teams can indicate to the customer that the account is on credit hold and not something they are able to workaround. Giving your finance and sales teams further leverage to collect payments while also providing adequate system-based responses. This credit hold feature prevents revenue loss from unpaid balances. This is also another example of how Work 365 leverages the Dynamics 365 Sales application to synchronize the tasks between Sales, Service, and the finance teams.

Work 365 syncs account and system information from sales and accounting and streamline the credit check process to make sure all information is accurate and up-to-date. Holds can be immediately paused or un-paused based on the customer’s payment and credit history with your services. These features, coupled with invoice integration for automated billing, help Cloud Solution Providers to control their cloud business even more than before, saving time and money.

Check out our customer case studies to learn more about the problems our CSP customers faced.

Work 365 Payment and Invoice Integration for CSP Automated Billing

Payment and Invoice Integration

When it comes to billing, invoicing and payment collection, there’s more involved than just sending out an invoice.

One of the main challenges of a cloud solution provider within the Microsoft CSP Program is to either create or find solutions that will standardize the invoicing and payment collection process to help scale their business.

To scale the business service providers, must tackle several tasks seamlessly:

  • Provision and bundle services and offerings
  • Pro-rate based on usage and providing usage metrics
  • Invoices Creation
  • Delivery of Invoices
  • Payment Collection

For many IT services companies including Microsoft partners, billing reconciliation and payment collection is a manual task that can take upwards of 10 hours a month for just 15 recurring customer invoices. This effort grows significantly based on the volume and types of services provided.

There is coordination between the accounting, sales and operations teams to collect all the data necessary to just generate invoices accurately. Not only does it take a lot of time and is error-prone, but also requires using several different systems to complete tasks.

Streamlined Accounting Process

Work 365 tackles these issues by becoming the all-in-one service option for cloud providers and partners. For whoever looking to scale their business and automate the sales and billing systems to deliver better service, with accurate invoices on time every single time.

Work 365 can integrate with Accounting systems like QuickBooks, Xero and Business Central as well as payment gateways to directly accept payments from automatically generated invoices.

Deep Dive: Work 365 Integration with QuickBooks Online

Work 365 invoices are automatically generated. The invoices can then be Auto-Synced into your accounting system or synced using a one-click function with Work 365.

invoicing for csps

In case, if there are multiple companies or accounting systems synchronized with CRM, Work 365 system allows the configuration and setup for more than one accounting systems.

quickbooks integration

The invoice is synced to QuickBooks automatically or with a single click and all the details along with product information, pricing and descriptions are all passed over to the accounting system.

invoice sync with quickbooks

The invoice line items reflect the Work 365 automatic license proration for previous mid-term license changes, as well as the full upcoming billing cycle.

invoicing for billing cyclesinvoicing for billing cycles 2

The cash can be applied to the QuickBooks invoice and the status will update automatically in Work 365. These invoices can also be visible through the Work 365 Self-Service portal.

With these integrations, Work 365 allows users to collect payments and sync any invoice, any product, service or subscription within the system.

Learn how to charge invoices and collect payments using the invoice and payment integrations in Work 365 2.0.

Check out our customer case studies to learn more about the problems our CSP customers faced.