Delighting Customers with a Bill
Delighting Customers with a Bill Josh Crowe, CTO © 2014 Sungard Availability Services, all rights reserved INSERT DOCUMENT INFORMATION HERE (DATE/LOCATION/CLIENT) Sungard Availability Services History 1982 Founded in 1982 Spin-off from Sun Oil Company Initial Public Offering in 1986 More than 175 acquisitions since 1986 2005 Went private in August 2005 Consortium of private equity firms Transaction valued at $11.4B Second largest leveraged buyout at the time 2014 Spin-off of Sungard AS FY13 revenue of $1.403B FY13 adjusted EBITDA of $431M Over 95% recurring revenue ~7,000 customers in more than 70 countries ~3,300 employees © 2014 Sungard Availability Services, all rights reserved | 2 Services and Customers Services Customers Recovery Services – Enable customers to run their businesses during a crisis by keeping their IT systems operational Over 7,000 customers globally Managed Services – Operating IT infrastructure for customers, allowing them to focus on their core business Consulting Services – Providing expert consulting services to solve customers’ IT security, availability and management challenges – 70% of the Fortune 50 – 55% of the Fortune 500 Across multiple industries – – – – – – 8 of top 10 Finance 8 of top 10 Trans/Communications/Utilities 9 of top 10 Insurance 7 of top 10 Services 7 of top 10 Retail Trade 7 of top 10 Health Services Business Continuity Management Software – Enables business continuity planning and management © 2014 Sungard Availability Services, all rights reserved | 3 The Challenge of Custom Services Complex & Customized Services + Large Customers Flexible Business Terms & Contracts Billing “Snowflakes” © 2014 Sungard Availability Services, all rights reserved | 4 The Billing Conundrum What are these items? How much did we use? Which department or project are these for? Can we get a single charge by project? -orCan we get a complete breakdown of charges? © 2014 Sungard Availability Services, all rights reserved | 5 Enter Cloud Computing FROM TO Fixed-term/fee Contracts Commit + Usage (and more) Dedicated Capacity Shared Capacity Fixed Configurations Elastic Resources Manual Installations Self-Service Provisioning © 2014 Sungard Availability Services, all rights reserved | 6 What Do Customers Really Want? • Consistency • As Sold = As Billed • Transparency • Usage linked to bill (portal, API) “The simple event of Billing is a touchpoint that can: a) delight a customer, • Enable spend optimization • Alerting & Notifications b) b) re-inforce your brand's values (e.g., trustworthy, transparency), or • New/Changed spend • Spend vs. Commit • Ease of Doing Business • Meta-information in OUR systems c) c) destroy brand equity and/or a relationship.” – Andrew Dailey, MGI Research • Integration with eProcurement © 2014 Sungard Availability Services, all rights reserved | 7 The Uber Experience © 2014 Sungard Availability Services, all rights reserved | 8 How We’ll Get There © 2014 Sungard Availability Services, all rights reserved | 9 Return on the Customer Experience Investment Consistency Trust Transparency Accountability Alerting & Notification Integrity Ease of Doing Business Long-term Relationships “For all the investment in Customer Experience Management, how many companies are adequately investing in the single touchpoint that can delight a customer or destroy an economic relationship – billing?” – Andrew Dailey, MGI Research © 2014 Sungard Availability Services, all rights reserved | 10 Thanks for your time! Josh Crowe, CTO To learn more visit www.sungardas.com or call us at +1 484 582 2000 © 2014 Sungard Availability Services, all rights reserved | 11 Disclaimer This document contains Sungard AS’ confidential or proprietary information. By accepting this document, you agree that: (A)(1) if a pre-existing contract containing disclosure and use restrictions exists between your company and Sungard AS, you and your company will use this information subject to the terms of the pre-existing contract; or (2) if no such pre-existing contract exists, you and your Company agree to protect this information and not reproduce or disclose the information in any way; and (B) Sungard AS makes no warranties, express or implied, in this document, and Sungard AS shall not be liable for damages of any kind arising out of use of this document Sungard Availability Services is a trademark of SunGard Data Systems Inc. or its affiliate used under license. All other trade names are trademarks or registered trademarks of their respective holders. © Sungard Availability Services 2014 All rights reserved. No parts of this document may be reproduced, transmitted or stored electronically without Sungard AS’ prior written permission. © 2014 Sungard Availability Services, all rights reserved | 12
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