Positioning IT to Fuel Growth

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A look at how Intuit positions IT to fuel growth. Presentation delivered by Intuit CIO Ginny Lee in March 2011 at the CIO Summit in Scottsdale, AZ.

A look at how Intuit positions IT to fuel growth. Presentation delivered by Intuit CIO Ginny Lee in March 2011 at the CIO Summit in Scottsdale, AZ.

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  • 1. Positioning IT to Fuel Growth Ginny Lee SVP/CIOCIO SummitMarch 13 – 16, 2011Scottsdale, AZ @IntuitInc
  • 2. @IntuitInc
  • 3. Core capabilities: how we differentiate… Intuit applies two core capabilities to delight customers… Customer Driven Innovation Design for Delight Find an That We Can important Solve Well Customer Problem that’s Unsolved • Deliver the customer benefit • They actively use • They proactively recommend @IntuitInc
  • 4. You know us for @IntuitInc
  • 5. @IntuitInc
  • 6. Did you know… @IntuitInc
  • 7. More than 7M small business customersusing a variety of software and services @IntuitInc
  • 8. Power online banking for 9.2M peoplethrough 1,900 banks & credit unions @IntuitInc
  • 9. ABILENE Of the 20M who prepared their taxes using TurboTax.. @IntuitInc
  • 10. ABILENE Two thirds used TurboTax Online @IntuitInc
  • 11. 100 Day Demand Jan./Feb. April 15Early Filers Late Filers @IntuitInc
  • 12. SnapTax 87 NET PROMOTER SCOREGoodbye tax preparer!!“It made it simpler and less expensivethan going to a tax service.” - iPhone Customer @IntuitInc
  • 13. Woven into the Fabric of the Economy ImprovingHelp families put up to $1,000 ~ 50M Lives* Help small businesses be 20% back in their pockets… more profitable… Customers $550M in consumer savings revenues ~20% of U.S. GDP, identified to date pay 1 in 12 American workers Help people get themaximum tax refund… Improve FI profit per Help accountants be 20% $33B in tax refunds, customer by 20%… more productive today… 1 out of every 3 IB customers equal to the Serve half of all tax returns e-filed 5th largest U.S. bank accounting firms* Source: Intuit estimates @IntuitInc
  • 14. FY10 Annual Revenue $1B SaaScontributing to a total of$2B connected services @IntuitInc
  • 15. CIO Vision From: To: Service Catalog forOne Size Fits All Rapid Prototype, Emerging,Desktop software, enterprise Intuit SaaS Standard,application, hosting Established Value-added Business andOrder Takers Technical PartnersCustomized for each Business first, technologyBusiness Unit secondNon-value-added Value-added Core and“Context” done manually ContextNot effective or efficient, End-to-end automation, self-“ticket” driven serve, data insights @IntuitInc
  • 16. World-Class Organization in 2012 Enable Growth and Great Customer Experience Employee ProductivityOperating Efficiency and Governance Powered by: Great Talent @IntuitInc
  • 17. Execute on the Fundamentals 2008 Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95%• Keeping the Servers Up and Running @IntuitInc
  • 18. Delight our Customers 2008 Succeed Deploying robust business and technology solutions that delivers 4% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95%• Keeping the Servers Up and Running @IntuitInc
  • 19. Anticipate our Customers’ Needs 2008 Transform Creating new business 1% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% great customer experience and business scalability Fundamentals • Improving Employee Productivity • Ensuring Regulatory Compliance 95% • Keeping the Servers Up and Running @IntuitInc
  • 20. Transforming IT at Intuit 2008 Today Transform Creating new business 1% 15% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% 40% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95% 45%• Keeping the Servers Up and Running @IntuitInc
  • 21. Transforming IT at Intuit 2008 Today Transform Creating new business 1% 15% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% 40% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95% 45%• Keeping the Servers Up and Running @IntuitInc
  • 22. Positioning IT to Fuel GrowthMindset Innovation Data @IntuitInc
  • 23. Mindset @IntuitInc
  • 24. Customers Strategy Rev Growth TechnologyThink Business First, Tech Second @IntuitInc
  • 25. Our Customers Intuit Business Units & Product ExternalEmployees Functional Groups Developers Customers“My workplace “Our processes and “I have the right “My personaltechnology makes technology help my environments to relationship withme more business grow.” support innovation Intuit and ‘always-on’productive.” and scale with access to its products security, and services helps redundancy and me accomplish my reliability.” important tasks.” Define your customers and the value you provide them @IntuitInc
  • 26. Systems Response Uptime Time Throughput Inside-Out: Systems @IntuitInc
  • 27. Systems Response Uptime Time Throughput Inside-Out: Outside-In: Systems Customers Impact Reach Duration Identify with your customers @IntuitInc
  • 28. “When I couldn’t process payroll, I was ready to pull out my own personal checking account.”“I use QuickBooks Online forinvoicing, estimates and featuressuch as payroll. The outageseffected everything I do andI was left crippled.” @IntuitInc
  • 29. Innovation @IntuitInc
  • 30. Business Units Product Development Solve important Develop and customer create new problems products and services Operational excellence in service delivery and IT infrastructure Be explicit about roles… @IntuitInc
  • 31. Layer System Examples Roles BUs: Ultimate Offering Offering Offering Ownership of Offerings Customer Experience Web Product Shared Prdt Emerging Accountable: CTO Hosting ... Infrastructure Components Platform Technology Business Integrated Core IT Accountable: CIO Core Biz Svc ... Infrastructure Layer Svcs Data Center Computing Networking Storage Accountable: CIO Infrastructure Tools & Automation … and make everyone accountable @IntuitInc
  • 32. Internal “Full Service”Customers “Bare Metal” Hosting 100% Manual Cost $$$$$ Time to 2-3 months Market @IntuitInc
  • 33. Internal “Do It Yourself “Full Service”Customers with assistance” “Bare Metal” Hosting “Managed” 100% Manual Cost $$$ $$$$$ Time to 2-3 weeks 2-3 months Market @IntuitInc
  • 34. Internal “Do It Yourself “Do It Yourself” “Full Service”Customers with assistance” “Cloud” “Bare Metal” Hosting “Managed” 100% automated 100% Manual Cost $ $$$ $$$$$ Time to ~20 minutes 2-3 weeks 2-3 months Market @IntuitInc
  • 35. @IntuitInc
  • 36. @IntuitInc
  • 37. Internal “Do It Yourself “Do It Yourself” “Full Service”Customers with assistance” “Cloud” “Bare Metal” Hosting “Managed” 100% automated 100% Manual Cost $ $$$ $$$$$ Time to ~20 minutes 2-3 weeks 2-3 months Market Break down barriers to innovation @IntuitInc
  • 38. Data @IntuitInc
  • 39. Data-as-an-AssetFor Intuit/Our Employees: For Our Customers: @IntuitInc
  • 40. Data OfferingsBusiness Value • Targeted Ads/Offers End/End • Informatics Experience Predictive • Just Do It For Me Business Analytics • Never Enter Data, Advise & Act Process • Comparisons Operational Analytics • Segmented Marketing • Personalization Reporting • Fraud management • Marketing lead gen • Product migrations • Financial reporting • Financial indicators • Sales reporting • Conversion analysis • Customer reporting Data Maturity @IntuitInc
  • 41. Data OfferingsBusiness Value • Targeted Ads/Offers End/End • Informatics Experience Predictive • Just Do It For Me Business Analytics • Never Enter Data, Advise & Act Process • Comparisons Operational Analytics • Segmented Marketing • Personalization Reporting • Fraud management • Marketing lead gen • Product migrations • Financial reporting • Financial indicators • Sales reporting • Conversion analysis • Customer reporting Data Maturity Shift from basic reporting to data driven actions and insights @IntuitInc
  • 42. Use data to create customer delight @IntuitInc
  • 43. Unlock the value of data @IntuitInc
  • 44. Mindset Innovation Data @IntuitInc
  • 45. Transforming IT at Intuit 2008 Today Goal Transform Creating new business 1% 15% 20% strategies and new innovative connected services to drive additional revenue growth Succeed Deploying robust business and technology solutions that delivers 4% 40% 40% great customer experience and business scalability Fundamentals• Improving Employee Productivity• Ensuring Regulatory Compliance 95% 45% 40%• Keeping the Servers Up and Running @IntuitInc
  • 46. “There’s no Intuit without IT.” .” @IntuitInc