Before Chargebee
Inefficient internal systems
Homegrown subscription platform couldn’t support global expansion needs
Lack of ability to offer multiple currencies, payment gateways, and language translations for customer communications
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RightNow Media is a unique video streaming service specifically tailored for Christian organizations and institutions. Through a subscription model, RightNow Media offers its extensive library of faith-based videos, including Bible studies, children's shows, and leadership training materials. Christian organizations subscribe to RightNow Media and provide free accounts to their members, thereby democratizing access to a wealth of spiritual and educational content. This innovative approach not only enriches the spiritual lives of individuals but also fosters a sense of community and growth within organizations.
Problem
Homegrown subscription management and billing system lacked global expansion capabilities
RightNow Media, under the leadership of Vice President of Finance and Operations Ellen Towery, was facing a significant challenge. The company's homegrown subscription and billing platform was constraining its ambition of expanding internationally. While the system met domestic needs, the need for more flexibility became glaringly evident as they ventured into global markets.
Towery highlighted the issues succinctly: "Our homegrown system worked great for our domestic customers...but when we started to expand internationally, it quickly became clear that our homegrown system was just not flexible enough." The urgent need to support multiple currencies, payment gateways, and language translations for customer communications and the user interface put immense pressure on their internal resources.
Solution
Chargebee’s integrated subscription management and revenue growth platform
In search of a robust and versatile solution, RightNow Media turned to Chargebee. This transition enabled RightNow Media to launch separate entities for each international region with tailored customer experiences. Chargebee's integrated approach offered adaptability to various sales and customer success processes, providing the necessary tools to accommodate different international teams' customizations.
The integration between Chargebee and Salesforce was of particular value. "All of the information flows back and forth between Salesforce and Chargebee so that they stay in parity," said Towery. This seamless data sync enabled comprehensive reporting and allowed teams to work comfortably within Chargebee or Salesforce, reducing complexity and improving efficiency.
Chargebee offers over 30 payment gateways, which were a top priority and the most significant benefit required for RightNow Media’s international teams. With the ability to use multiple gateways and payment methods without the need to create its own integration, all reporting is consolidated across various platforms, providing a unified view.
Results
Significant savings in manual time and effort
Since the implementation of Chargebee, RightNow Media has experienced tangible benefits. Most notably, the company's software team could redirect efforts from maintaining an internal billing system to advancing the core product offering. This strategic shift proved crucial for their value proposition and business focus.
Towery expressed confidence about RightNow Media's future with Chargebee, projecting exponential growth of their international segments, stating, "We see that the future of RightNow Media is expanding internationally to as many countries as we can."
Additionally, the cost savings in terms of manual time and effort will be significant with the migration, allowing the business to focus on scaling operations rather than being bogged down by inefficient internal systems.
Conclusion
RightNow Media's case shows successful international scaling, aided by the right strategic partnership with Chargebee. Its story is a testament to the power of adaptable SaaS solutions in overcoming the intricacies of global market expansion and the pivotal role of effective onboarding and customer support.
For B2B and B2C subscription businesses looking to grow beyond their borders, RightNow Media offers a blueprint for leveraging technology to transcend the limitations of homegrown systems, affording more time and resources for what truly matters—customer value and business growth.
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