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Subscription Style Invoice Processing in CRM 4.0/GP 10

Posted on 2011-03-02
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Last Modified: 2012-05-11
Quote to Cash Issue.

We are a software company that currently has Dynamics CRM 4 integrated via Scribe to Dynamics GP 10. We do the volume of our business on a subscription basis via our product mix, so we end up billing the majority of our customers once a year.  During that time, we also may have upsells, downgrades, etc. that occur on a specific account depending on what solutoins they may need access to.  As such, once a CRM order is submitted, the one-way process looks as follows:

CRM Order > Scribe > GP Order > GP Invoice

Here is the problem:

We currently have about 20% of our customers on some form of a contract (off standard pricing for 3 years) and the other 80% are evergreen.  The figures hold true on a year to year basis when factoring in new sales, client losses, etc.  We currently have a very manual process that lasts for about 3 months as we gather order information and try to process this through from a CRM Order to a GP Invoice.  As with any manual process, the assembly happens outside of the system and is greatly prone to errors along with being just archaically inefficient.

Ideally, I'd like to setup GP Contracts Administration to handle the renewals and partially remove CRM Orders from the equation.  However, due to how our software is built, we have integrated hooks into CRM Orders that require those orders to be present in the system.

Has anyone ever faced a situation such as this one and how did you overcome it?  Basically we want to setup a subscription service that provides a GP invoice to the customer on a specific and recurring cycle with minimal order entry and sales review as it would be based on current ownership (including upsells and minus downgrades) with a yearly uptick percentage at either the order level or the line item level.

Any assistance would be greatly appreciated.
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Question by:TMSpiess
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Expert Comment

by:Abdulmalek_Hamsho
ID: 35022141
Do you mean that you will keep doing your orders through CRM and invoice them with Dynamics GP according to the contract?
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Author Comment

by:TMSpiess
ID: 35022158
Yes, unfortunately I will have a order in CRM that is carried over via scribe to GP to create a GP Order and then GP Invoice.  The yearly CRM Order is required or functionality inside our product will be disabled....seperate conversation I need to have with our Development team.
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by:Abdulmalek_Hamsho
ID: 35022885
What makes this requirement difficult is there's no Webservice nor eConnect' Procedure to accomplish the Contract Billing. So you have either of the following options:

1- Create your own Stored Procedure to do the billing according to the Contract and the CRM order, this SProcedure will be called upon creating the order in CRM.

2- Let the synchronization ON between GP and CRM, and once the order is transferred to GP, a small Dexterity Application invoices the order and links the invoice to the respective Contract.

The first method requires an in-depth experience in Dynamics GP Stored Procedures, while the second one requires an in-depth experience in Dexterity Procedures.
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Author Comment

by:TMSpiess
ID: 35022995
Once the Order is Submitted, we have not problem getting the invoice created.  The real issue is gathering the order information from the previous year and the contract information for those on a contract.  If we sell on a 3-year contract, is there any way to have the second and third year data managed in the system without having to pull the paper contract to review terms and pricing?  Can't the order data be assembled and the contract data be housed inside CRM?
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Expert Comment

by:Abdulmalek_Hamsho
ID: 35023069
This is what the Stored Procedure or the Dex Application is going to do, you can create your order normally in CRM and transfer it to GP, then the application takes it up to the contract.

You can customize CRM to pull the data from the Contracts table in GP and prepare the order accordingly. Housing it in CRM without automating the process doesn't make sense.
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Author Comment

by:TMSpiess
ID: 35023544
Intriguing concept....can you expound on the second part where you customize CRM to pull data from GP.  Would that be the Stored Procedure or the Dex Application?
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Accepted Solution

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Abdulmalek_Hamsho earned 500 total points
ID: 35023578
No, the two metods I suggested above were shifting the work to GP. For CRM, you would need to create Contract field in the Sales Order window, which shows you the most recent and related contract for the selected customer, and pull the conditons and apply it in the CRM order.
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Author Comment

by:TMSpiess
ID: 35037276
Anyone else have opinions or options?  Third-party add-ons?  I'm just trying to collect some options.  Thanks.
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Author Closing Comment

by:TMSpiess
ID: 35982645
Too much customization for our organization.  We like to keep those under 10%.
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