Evolve Billing & Subscriptions Enhancements

Status and Summary

Release Status: AVAILABLE NOW

What Is It?

Decrease time-to-value with Evolve with streamlined sign-up, onboarding, and account management features. Create, manage, and update an Evolve account easier than ever before with new improvements to the Evolve sign-up, subscription, and billing capabilities. Simplified plans and pricing make it easier to choose the best fit package.

New interactive onboarding flows teach new users how to start building courses using Evolve right away. Refreshed nurture campaigns deliver meaningful content to users during the trial period.

For Evolve Enterprise customers, a more white glove approach to account and instance management frees up more time for strategic work. For non-Enterprise customers, Improved self-serve capabilities allow the Account Owner to make changes to the Evolve subscription and update billing information and payment method without having to contact Intellum support.

What Does This Solve for Evolve Customers?

Clearer plan differentiation

There are five existing plans that are not meaningfully differentiated from one another. The differentiation that does exist relies on service offerings that aren’t currently being delivered or API access that is not being utilized. This leads to account downsell upon renewal. The new plans and pricing are differentiated on product features and capabilities and will be accompanied by a clearer articulation of those value propositions on the Evolve website.

Shortened time-to-value

Evolve can be a complex tool to learn. New course templates, themes, and in-app onboarding flows ensure that new users get quick value from the product, even as they learn its more advanced features.

Self-serve account management

The current billing and subscription management solution (Portal) requires Evolve customers to log into a different tool, with separate credentials. This is confusing to customers. Prospects on a trial are unable to make a direct purchase from the trial. Paying customers who are aware of Portal are unable to make any changes to their subscription or payment method. Instead, they must contact someone at Intellum.

The new billing and subscription UI in Evolve will allow customers paying by credit card to self-serve changes to their plan, adjust the number of licenses, and update billing information without having to involve anyone from Intellum.

White-glove management of multiple instances

For invoiced Enterprise and Agency customers with multiple instances, the current solution lacks meaningful reporting and instance management. To provide a better experience for these higher revenue customers, we have developed an internal Evolve Billing App that allows Intellum’s Support staff to create, manage, and generate reports for any or all instances owned by an organization. This frees the customer up to focus on content creation strategy and delivery, and less on administrative management of the tool.

Who Does It Benefit?

Client Personas

Prospects on a Free Trial

• Easier to sign up for a trial from the Evolve website.

• In-app onboarding flow and nurture emails teach basic Evolve functionality quickly so that you get the most out of your trial.

• Clearer differentiation between plans to help make the buying process simpler.

• Self-serve conversion from trial to paid.

Paying Clients

• New templates and themes make it easier and faster to create courses in Evolve.

• New onboarding flows ensure new users learn basic functionality quickly.

• Simplified plan options with clearer differentiation makes proving ROI easier.

• Self-serve account management for credit card customers makes billing and subscription changes easier.

White glove account management for Enterprise customers makes it easier to manage and generate meaningful reports across multiple Evolve instances.

Payment options

Personal and Team plans must be paid using a credit card. They are not eligible for invoicing. Only the Enterprise plan is eligible for invoicing.

NEW Account Owner Role

Evolve is introducing a new role! The Account Owner role is an admin-level role that also has access to the new billing and subscription interface in Evolve. This is the person who is responsible for making changes or updates to the account’s plan and billing details.

There is only one Account Owner per Evolve instance, but it can be assigned to any Admin user. Only the current Account Owner will be able to designate a new Account Owner.

Organizations on the Enterprise plan that have multiple Evolve instances can have a different Account Owner for each instance.

If a situation arises in which the Account Owner leaves their organization or is otherwise unable to access their account, Intellum Support can reassign the Account Owner on their behalf.

NEW In-App Onboarding Tour

The new in-app onboarding flow is designed to accelerate time-to-value for new Evolve users. This interactive, step-by-step guide walks users through the essential features of Evolve, helping them start building courses immediately.

With new course templates, themes, and a guided onboarding experience, users can quickly grasp basic functionality and begin creating content right away. The refreshed onboarding flow is delivered by UserPilot and is supported by a series of nurture emails that deliver timely and relevant content throughout the trial period or first days of new user assignment, ensuring that users maximize the value of their Evolve experience from day one.

Documentation Resources

• Evolve Sign-up and Account Overview - DRAFT

• Manage Users in Evolve - Account Owner role

• Evolve Billing App guide - Intellum employees only

• Evolve Account Management FAQ

Release Timeline

• Launch (net-new sign-ups): 10/6/2024

• • Will require a 6 hour downtime during which Evolve will not be accessible by users. Downtime will begin at 7am ET

• Migration: 10/6/2024 - TBD (see “Migration” below)

Migration

All existing Evolve accounts will be migrated to the new billing system on the following schedule:

• Enterprise/Agency/VIP/Partnership paying by invoice: 10/6/2024

• Credit Card paying customers: TBD 2025

Evolve Account Owners will be notified by email with details approximately 90 days before migration.

Account Owner designation

Because every Evolve instance must now also have an Account owner, we will be programmatically assigning the Account Owner role to the Admin user who first signed up for the Evolve instance. If this person is no longer active, we will assign the role to the next active Admin user with the oldest registration date.

Once assigned, the Account Owner can choose to designate the role to a different Admin user, if they wish. This can be done self-serve in the new UI for the Account Owner.

Account Owners will receive an email on or about September 17, 2024 with information about all of the upcoming changes to Evolve billing, subscriptions, pricing, and packaging. This communication will include explicit mention that they have been designated as the Account Owner, what that role entails, and how to designate it to someone else, if needed.

Scheduled Downtime

The switchover to the new payment system will require 6 hours of Evolve downtime. This is scheduled for Sunday October 6, beginning at 7am ET.

Users will be notified ahead of time via

• A notice in the Monthly Product Update (8/28 & 9/26)

• customer email to the Account Owner regarding the upcoming pricing and packaging updates (9/17)

• a banner notification in Evolve (9/23-10/5)