What happens in ChartMogul when I switch billing systems?

Switching billing systems is something many ChartMogul customers have done (we've done it ourselves). We'll be here to help make it a smooth transition for you.<

How ChartMogul interprets the switch depends on how you process customers in each billing system and your settings in ChartMogul. 

What happens

  • When you switch billing systems, your customers will exist in two places. Importing data using one of our integrations results in duplicate customer profiles, even when customers have the same email address or external ID.
  • ChartMogul generates subscription metrics from invoice data. If you're migrating subscription data from one billing system to another, you should keep the old billing connector in ChartMogul. Otherwise, customer history could be lost. For example, let's say you migrate subscription history from Stripe to Chargebee — though a customer might have started their subscription with you in 2019, and the first billing cycle in Chargebee begins in January 2020.  Despite being a legacy customer, you'll see the customer included in January's new business movements in ChartMogul.
  • You'll need to cancel subscriptions in your old billing system to prevent ChartMogul from inflating MRR and subscriber counts. This will initially create a large number of new business and churn movements, but you can correct these using the steps we outline below.

The solution

  • Merge customers to remove duplicate profiles
  • Connect subscriptions to remove false movements

Understanding the data

It's important to understand changes in the charts and the customer list. The best place to start is by adding segments with data source filters. 

MRR Chart

  1. Click Add filter > Data Source
  2. Data source > is > [name of your billing connector]
  3. Create another segment by clicking New Segment and adding another data source filter. It will look something like this:
    datasourcecompare.png

Learn more about using segments.

Customer List

  1. Click the Customer column header to sort the list by name and see the duplicate customer profiles.
    customer.png
  2. Click Edit Columns and add the Data Source name column to the list:
    customer2.png
  3. You can now clearly see which data source each customer is from and their current subscriber status.
    customer3.png

Correcting the data

Merge duplicate customers

To start, we'll merge duplicate customers, so all of their subscriptions, attributes, and transactions are in the same profile.

Let’s look at Cindy as an example. Cindy now has a profile from the original data source and the new data source. She also contributes to churn events and new business events on the charts.

The following happens when merging customer records:

  • The merged customer will have the UUID, email address, and location of the customer that they are being merged into.
  • Both customers’ external IDs, tags, custom attributes, and notes will be preserved.
  • Subscriptions, MRR movements, and transactions will be collated and ordered by date.
  • If the same custom field exists on the customer record that you are merging into, the field value of the target customer will be preserved, and the one from the source customer will be lost.

Note, merging customers is permanent and cannot be undone. 

This is Cindy’s original profile:

cuspro1.jpg

This is Cindy's new profile:

cus_pro_2.jpg

Cindy has more data in the second profile, so we’ll merge the first profile into the second profile.

  1. Navigate to the profile with less data or older data that should be updated.
  2. Click Merge in the top right-hand corner.
  3. Choose the customer you want to merge into. ChartMogul provides suggestions based on email or external ID. If you don't find a match, you can also search.
  4. Select the customer and click Next.
  5. Check the details and then click Confirm and Merge.

We now have 1 profile for Cindy, will all of her details including:

  • The external IDs from the old and new data sources.
  • A merged customer tag.
  • The subscriber since date from her first subscription.
  • A record of her net payments.

The profile will contain her entire subscription and transaction history from both profiles:

mergedprofile.jpg

mergedprofile2.jpg

Merging customers can be done manually through the ChartMogul interface or programmatically with the API. Learn more about merging customers programmatically:

Connecting Subscriptions

When the old and new customer profiles have been merged, the customer will still have two subscriptions, one churn movement, and one reactivation movement.

With everything in one profile, we can use the data editing tools to connect the 2 subscriptions and remove the false churn and reactivation movements.

You can only connect a canceled subscription to an active subscription and subscriptions paid for in the same currency. Make sure that all of the subscriptions are canceled in the old data source to proceed.

  1. In the customer profile, scroll down to the MRR chart and click Connect Subscriptions.
    connect1.jpg
  2. Click both subscription lines.
    connect2.jpg
  3. Click Connect.
    connect3.jpg

With the subscriptions connected, the false churn and reactivation events have been removed.

Before connecting subscriptions:

connect4.jpg

After connecting subscriptions:

connect5.jpg

Connecting subscriptions can be done individually through the UI or programmatically with the API. Learn more about connecting subscriptions programmatically. 

Please reach out to support@chartmogul.com if you need any further assistance.

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