Are your SaaS customers getting the features they paid for?

Ask any thriving SaaS company how they ensure that what a client buys is available in their account and you’ll certainly see eyes roll. This problem is widespread throughout the SaaS industry, and leads to unhappy customers. Users expect to have immediate access to what they have purchased, and failures in provisioning prevent this from happening.

What are subscription entitlements?

Most SaaS companies offer multiple plans - usually small, medium, and large. The features of these plans usually build on one another and pricing increases accordingly.

When you subscribe to a plan, you are entitled to its features. Your tenant, sometimes called an instance, should reflect that and be provisioned accordingly. This is often not the case.

What is SaaS tenant provisioning?

SaaS tenant provisioning refers to the process of creating and configuring a tenant for a Software as a Service (SaaS) application. A tenant is a logical isolation of a SaaS application - a separate instance used by a single customer or organization.

Tenant provisioning is usually automated and most self-service SaaS products have their initial tenant configured correctly based on the plan selected during signup. This is likely the first and last time the tenant will be in sync with the subscription, due to upgrades and plan changes that occur during the customer lifecycle.

Are your customers getting what they paid for?

All successful SaaS companies have a similar customer lifecycle: an initial sign-up followed by multiple upgrades and upsells. These changes often cause provisioning to fall through the cracks. With sales and account management teams pushing hard for the next deal, it’s easy to see why they may forget to enable one feature or another after the deal is closed.

This leads to what we call a breach in subscription compliance - resulting in frustrated customers, possibly churn, and in some cases customers looking at competitors for features they already have but can’t access.

Alternatively, subscriptions that have downgraded may continue to enjoy their previous plan because the downgrade was never completed properly on their tenant.

How can Bunny help?

Bunny provides a complete quoting, billing and subscription management platform for both sales-led and product-led SaaS companies. Bunny is the single source of truth for your entire product catalog and all associated features, usage limits and relevant charges.

Through developer integration, Bunny pushes the subscribed feature set to the SaaS application which can then unlock or restrict the appropriate features and limits - automatically, as soon as a quote is accepted.