Hero Case Study — Global Multi-Currency Billing Enablement (CAD & EUR)
All content included here is sanitized, anonymized, and non-confidential.
Problem
A global customer relied on a centralized Uber One membership spanning multiple regions. After adopting a new accounting and payment platform, the system could no longer convert invoice currency automatically for recurring global membership charges.
While no systems were technically broken, the limitation introduced significant risk: invoices could not be paid correctly, the account fell six months behind, and the balance was approaching charge-off — placing a long-standing global partnership at risk.
Stakeholders Impacted
- Customer Finance & Accounting
- Internal Finance (charge-off and recovery risk)
- Product & Engineering
- Account Leadership
- End Users (risk of benefit disruption)
Environment & Constraints
- Program: Centralized global Uber One membership
- Regions: CAD and EUR dashboards with thousands of users
- Platform constraints: Currency could not be changed post-creation; pricing logic varied by country
- Time pressure: Charge-off deadline approaching the following month
Actions
- Partnered with the Uber One product team to confirm currency limitations and pricing dependencies
- Reframed the problem by exploring currency enablement at dashboard creation rather than modifying live environments
- Designed a workaround using new shell dashboards with currency locked at creation and country logic validated afterward
- Secured Finance alignment to temporarily waive charge-off while testing the solution
- Validated pricing and invoicing using test users in each region
- Protected the end-user experience by manually transferring users between dashboards, avoiding automated cancellation notifications
Technical Components (High-Level)
- Currency enablement at dashboard creation
- Country and language decoupling for validation
- Manual user transfer workflows
- Billing dashboard verification
- Cross-functional coordination with Product, Engineering, and Finance
Outcomes (Sanitized)
- Multi-currency billing enabled for CAD and EUR dashboards
- 6,000+ CAD users and 2,000+ EUR users retained without service interruption
- No employee-facing cancellation notifications triggered
- Charge-off avoided and outstanding balance recovered
- $340K+ in annual program value preserved
Technical Flow Overview
This flow captures the workaround design used to enable CAD/EUR billing while protecting the employee experience and avoiding charge-off.
