The Future of the Services Industry:“Quote to Cash” for Services Business

Darin ArcherVice President, Professional Services

Company Quick Facts: • Enterprise software company• CRM/ERP Type Functionality

for Property & Casualty Insurance Carriers

• 50-100 employees

Key Pain Services Points: • Lack of Transparency• Monthly Write-offs• Resource Visibility• Lost Revenue• Overhead

Background

Real-Time Visibility

Metrics-Driven Management P/L Reporting

Transparency Across All Work for Customers & Company Projects Active Resource Allocation Support Issues Open Billing

Vision

Sales & Support

• Single view of customers

• Better visibility into pipeline

• Ability for more easily forecast revenues

Project & Time Tracking

• Transparency into the work both internally and to customers

• Better manage resource schedules

• Track projects• Collaborate with

customers

Finance & Accounting

• Expense Reporting• Contract to Invoice

Tools

© 2010 ISCS, Confidential

Salesforce Opportunities OpenAir Projects QuickBooks Invoices

ProServ Project Work Approach & Results

• Resource Scheduling• Time Tracking to Plan

with Democratized Estimates

• Project Billing & Expense Tracking

• Work Remaining• Increased project

delivery

• Services Sales Management

• Forecasting & Planning

• Sales View of Customer Engagements

• Decreased invoice cycle

• Reduced overhead costs

• Automated Expense Management

$Hrs $

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© 2010 ISCS, Confidential

Customer Support Approach & Results

Salesforce Cases &Customer Portal

OpenAir Projects QuickBooks Invoices

• Profitability of Maintenance Agreements

• Time Spent on Issues Captured

• Complete Visibility of Customer Issues

• Financial Tracking• Progress Reported

by Timesheets

• Show Customer Value of Maintenance Agreement

• Allow For Quick Billable Requests

The Future of the Services Industry:“Quote to Cash” for Services Business

• Improved Customer Satisfaction• Reduced Overhead• Informed Decisions