Automating Communications Workflow: Incoming Email Processing
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Automating Communications Workflow: Incoming Email Processing

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Want to make creating tickets, entering time and adding notes easier? Autotask's new Incoming Email Processing service is the tool you need. Not only can customer emails be parsed neatly and ...

Want to make creating tickets, entering time and adding notes easier? Autotask's new Incoming Email Processing service is the tool you need. Not only can customer emails be parsed neatly and automatically into tickets, it integrates email communications into your day-to-day workflow, improves response times, increases customer satisfaction, and automatically captures ticket updates, task and time entries. This session shows you how you can increase efficiency and communication with the correct configuration of this powerful, new tool.

[Presenter: Guido Frank, Autotask]

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Automating Communications Workflow: Incoming Email Processing Automating Communications Workflow: Incoming Email Processing Presentation Transcript

  • New Business Opportunities with Enterprise IT Patrick Burns Chris Ambler Vice president, Product Management Technical Director Autotask Corporation Blue Logic Computer Systems
  • Autotask Community Poll
  • IT Budgets for Outsourcing Increase
  • Enterprise IT Challenges are Growing  CIO’s are asked to do more with less, get faster results  Company investments are focused on business & innovation... while IT budgets barely creep up or remain the same  Many feel like they have squeezed everything they can out of operations staff and facilities but are being asked to do more
  • Changing Enterprise IT Market  CIO Insight (www.CIOinsight.com) CIO Priorities: − Transforming from being delivery focused to business aligned − Increasing the speed of innovation − Driving new business opportunities that deliver a competitive advantage
  • Your Opportunity Partner with us to resell Autotask to enterprise IT organizations  Reinforce relationships with co-managed clients  Launch a new revenue stream  Improve collaboration and alignment  Identify new service opportunities  Develop value proposition to win more large clients
  • Agenda  Enterprise IT market needs are changing − Drivers for change − Historical behavior vs. new needs     Autotask can uniquely meet the new needs Why do we think we can win? What does this mean for you and your business? Proof point: Customer testimonial
  • Gartner, Forrester and IT Trade Sites Agree: Enterprise IT needs are changing… New Global Economic Reality  IT is being asked to provide business rational for IT investments  CIO’s are being asked to tie their work/priorities to company’s strategic objectives  CIO’s are looking for business metrics to assess organizational impact  New cloud economy is redefining the rules for simplicity, agility, speed and cost  Legacy IT tools are function specific, disconnected, costly and are not meeting these needs  Source: Forrester Research; EMA Radar; SPI Research
  • Old vs. New Enterprise IT Focus  Old Focus  New Focus − Technology focused − Become service providers − Very reactive − Be proactive − Organized around silos − Focus on the “Customer” − Technology driven metrics − Measure business value/impact − Limited financial visibility into the true cost of IT − Financial transparency and accountability CIO’s are increasingly under pressure to think like a business  Source: Forrester Research
  • Agenda  Enterprise IT Market Needs  Autotask can uniquely meet the new needs − Market needs vs. Autotask capabilities − Incumbent solutions strengths & weaknesses − Autotask’s competitive advantage  Why do we think we can win?  What does this mean for you and your business?  Q&A
  • Key Capabilities for Enterprise IT Module Benefit Service Desk Increase productivity & improve service quality Inventory Consistent way to manage assets from acquisition to EOL Projects Seamlessly manage projects with an interactive real time project management system Knowledgebase & Client Portal Give stakeholders self service tools and frees IT staff to focus on more critical issues Timesheets Make time entry seamless and accurate Dispatchers Workshop Provide solutions to stakeholders in a timely manner while maximizing resource utilization Service Level Management Understand capacity and deliver on service level commitments Reports Analytics and measurement across all operational IT functions Analytics Trending performance with deep insight into key KPI API & Integrations Flexibility and extensibility as a platform
  • Incumbents and their strengths  Who are they? − IBM, BMC, HP, CA, ServiceNow, ManageEngine, Center Point, Heat, EPM Live, Numara, more…  What are their strengths? − − − − Rich functionality Project Portfolio Management (PPM) ITIL process focused Highly customizable How does Autotask compare?
  • Incumbent Weaknesses Strength The real message for target market Rich functionality Too complex; Hard to learn & use. Has many un-needed options. Highly customizable Longer time to deployment - overkill for most Project Portfolio Management Little value for our target market ITIL Process Heavy Too rigid, ITIL is often needed as a reference and not to be enforced Too costly for most organizations with 10-50 IT resources
  • Autotask Positioning for Enterprise IT Autotask is designed for SMB’s and enterprises seeking to apply service delivery intelligence and professional services automation practices with a business outcome focus on IT service delivery for maximum efficiency, transparency and responsiveness. We are targeting Enterprise IT organizations that employ 10-50 IT staff and want to run their IT like a business.
  • Autotask’s Unique Advantages  Autotask … − delivers the right capabilities for IT departments with 10-50 users − is easy to learn and use − has fast deployment and implementation time − is fully integrated, which means: centrally managed resources − delivers analytics and KPI that IT needs to track − is priced to meet the budget of the target market
  • Agenda  Enterprise IT Market Needs  Autotask Product Fit  Why do we think we can win? − Existing Enterprise IT customers − Analyst Reviews  What does this mean for you and your business?  Q&A
  • Enterprise IT Customer Base  We have well over 100 Enterprise IT customers  Customers are from various industries including: − − − − − Educational institutions Financial organizations Medical records management Aircraft maintenance More…  Enterprise IT customers are reaching out to us at an increasing rate
  • Where do the analysts see us?
  • Gartner August 2013 Magic Quadrant ?
  • Agenda     Enterprise IT Market Needs Autotask Product Fit Why do we think we can win? Program overview − − − − Why you should sell into Enterprise IT How to qualify if a prospect is a good fit Revenue model Customer Testimonial  Q&A
  • Why should you sell Autotask into Enterprise IT?  You can go up market and engage with customers you are not engaging as deeply with today  You already know how to sell tools (RMM, BDR etc)  It is a solution you already know how to use, no extra training needed  Complements your services business  New revenue stream from Autotask
  • How to qualify if a prospect is a good fit?  Do you have − a Service Desk practice? − or want to institute Service Level Agreements (SLA’s)?  Do you need − multiple Queues of ticket types (priority or category)? − a time reporting tool? − better job/resource-scheduling tools?  Do you manage large Projects?  Do you want to measure key service KPI and business impact of technology?
  • Three Revenue Models 1. Standard Referral Model  $250 for an Autotask Pro implementation of two to five user (2-5)  $500 for an Autotask Pro implementation of six to nine users (6-9)  $1,000 an Autotask Pro implementation exceeding ten users (10+) That successfully closes within ninety (90) days from the date the initial referral was submitted. 2. Autotask Reseller Program  Monthly recurring revenue from Autotask 3. Reseller + Certified Consulting Partner     Monthly recurring revenue from Autotask Implementation fees for AAI Autotask training services Implementation referrals from Autotask
  • Final Thoughts  Enterprise IT is a market that is coming to us. They need Autotask to stay relevant.  Autotask is the right fit for organizations with IT staff of 10-50 resources.  What should you do as the next step? − Identify service organizations within your customer base − Reach out to your Taskfire customers − Review prospect database and lost accounts − Contact your Account Manager for guidance and participation