Estimating Engineering Time & Effort

Background

Integrating a Brightback cancel flow into your site or app requires a technical install by adding a Javascript snippet to the page where your cancel button lives, and then configuring how you will process cancels and offers. When it comes to designing the cancel page itself, your Admin use the Brightback Experience Manager, working in conjunction with a Brightback solutions consultant who takes case of some of the heavy lifting. 

Adding the Brightback.js code snippet

The basic Brightback JS snippet works all sorts of magic like:

  • Redirecting canceling or downgrading users through the Brightback Page
  • Identifying your user and customer account

Here's a visual of how we use the Brightback JS snippet to personalize your Brightback Page.

For detailed information on installing the Javascript Snippet, please refer to our help documentation: Installing Brightback

Processing offers and cancels

The second part of technical installation is the actual processing of cancels and offers. This can be done:

  • manually, by means of emailing all cancel requests and accepted offers to customer support 
  • programmatically, using the brightback.js snippet on the cancel page, to update billing via pass-through URLs and/or Brightback webhooks 

Implementation breaks down into three parts, with total engineering implementation time generally taking between 2 (low estimate) and 8 (high estimate) engineering hours.  

A. Sending the customer to Brightback

Phase 1 redirects your customer to the Brightback Cancel experience. At minimum, this phase is required to setup Brightback.

Effort                                             Description Time
Low Use only the Basic Fields in the JS snippet, like the name, email, internal-id to connect to a customer's account 1-2 Hours
High Bringing in Standard and Custom Fields like usage and activity metrics, plan, value, or other custom data points aggregated in other systems besides Salesforce 2-4 Hours


 

B. Implementing Offers

This phase has to do with what happens on the Brightback Page, and how that's processed within your other systems (most notably your billing system). You'll need to define where customers are sent when they accept an Offer. More details on how that works here: Processing Cancels and Offers
Effort                                             Description Time  
Low If you already have the functionality to process Offers like pausing an account or offering a discount built into a landing page, this should be easy-peasy! Simply use the save_return_url and to redirect to existing URLs that apply the Offer. You can also do this without engineering effort by using email notifications to have your support team process manually. You can use the save_return_url to give a confirmation landing page, or send the customer back to their account 1-2 Hours
High If you don't have existing functionality to process Offers, and you don't want your support team to process this manually, this can be a timely step. You'll need to create landing pages to send customers post-accepting an Offer, or leverage webhooks to processes the Offer within your billing system. 2-4

   

C. Processing Cancels

Similar to phase 2, you'll also need to process cancels: Processing Cancels and Offers. You'll both need a place for your customer to go after confirming Cancel (a landing page) and a way to process the cancel with your billing system. If you don't have an online cancel in place, we recommend starting with using the email alerts to process manually, and creating a landing page with a confirmation message that support will process their request.
Effort                                              Description Time  
Low Like Offers, if you already have an online cancel system in place you can use your existing cancel confirmation URL and add it to the cancel_return_url field in the JS snippet. You can also use the email alert functionality for your support team to process manually, then simply create a landing page to confirm post-cancel.  1-2 Hours  
High If you don't have existing functionality to process Cancels, you'll need to create landing pages to send customers post Cancel, or leverage webhooks to processes the Cancel within your billing system. 2-4 Hours

Anything else I should know?

Everything else is covered in our Proof of Concept (POC) guide: What to expect from a Brightback POC

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