What does it take to set-up Brightback?

Adding Brightback to your page requires a technical install on your end by plugging in a Javascript snippet to your site or app, in addition to an existing or developed means of processing cancels and Offers. When it comes to designing the page itself, our customer success managers and solutions consultants will take care of the heavy lifting on creating that with input from your team.

Adding the Brightback JS 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 more 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 Offers or Cancels. This can be done manually, by means of a support ticket, or programmatically, using built in JS on the cancel page or save return URL. To get into the nitty gritty on processing cancels and Offers, we put together this handy guide: Processing Cancels and Offers.

Estimating Setup Time

Engineering effort can be broken down into three phases, with each phase having a low effort and high effort option. On the low end, Brightback implementation should take an engineer 3-6 hours to set up. On the high end, it can take 6-20.

Phase 1: 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

Phase 2: 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

Phase 3: 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 Pilot guide: What to expect from a Brightback Pilot.