2013
Shared Services
Survey Report

1

Copyright Winshuttle 2013
Executive summary
The 2013 Winshuttle Shared
Outsourcing Network (SSON).

758
395

Services Survey was conducted in conjun...
4

Copyright Winshuttle 2013
Report structure
The findings of the survey are presented in the following structure:

•

Country and Participant Distribu...
2013 Shared Services Survey Report

COUNTRY AND PARTICIPANT
DISTRIBUTION

6

Copyright Winshuttle 2013
Top 30 participant countries by response volume

7

Copyright Winshuttle 2013
Survey participant job titles
Manager

28.9%

Director

24.1%

Head / Head of

6.6%

Lead

5.6%

Vice President

4.3%

Con...
2013 Shared Services Survey Report

BUSINESS FUNCTIONS IN
SHARED SERVICES

9

Copyright Winshuttle 2013
What percentage of Shared Services Centers are
involved in these business functions?
Sample size: 373
100%
90%

90%
72%

8...
Finance Shared Services Centers
Sample size: 337

What is the average daily workload dedicated to each business function?
...
Finance Shared Services Centers
Sample size: 337

What is the average daily workload dedicated to each type of data activi...
HR Shared Services Centers
Sample size: 268

What is the average daily workload dedicated to each business function?
60%
5...
HR Shared Services Centers
Sample size: 268

What is the average daily workload dedicated to each type of data activity?
7...
Master Data Shared Services Centers
Sample size: 277

What is the average daily workload dedicated to each business functi...
Master Data Shared Services Centers
Sample size: 277

What is the average daily workload dedicated to each type of data ac...
2013 Shared Services Survey Report

CHALLENGES FACED IN
SHARED SERVICES

17

Copyright Winshuttle 2013
What is the main challenge faced by Shared Services
Centers?
Expanding the business
offering

Reducing cost per
transactio...
The effect of request formats
What percentage of Shared Services Centers receive requests in the following formats?
Phone ...
Data challenges and concerns
What percentage of Shared Services Centers have the following data concerns?
66%

Receiving i...
Business process challenges and concerns
What percentage of Shared Services Centers have the following process concerns?
B...
2013 Shared Services Survey Report

MEASURING SUCCESS IN
SHARED SERVICES

22

Copyright Winshuttle 2013
Metrics used to measure success
What percentage of Shared Services Centers use the following metrics?
SLA adherence
Custom...
Measuring Success
Sample size: 288

Of the Shared Services Centers that use SLA adherence as a measure of success:
Measure...
Measuring Success
Sample size: 288

Of the Shared Services Centers that use SLA adherence as a measure of success:
67%

Ar...
2013 Shared Services Survey Report

TASK AUTOMATION IN
SHARED SERVICES

26

Copyright Winshuttle 2013
How many different tasks do resources handle?
1

3%

2 to 3

7 or more

30%

37%

30%

4 to 6

Task:
• Unit of activity wi...
What percentage of Shared Services Centers are
automating a portion of repetitive tasks?
Automating
more than 75%
Automati...
How do you prioritize task automation?
30%
25%

25%

25%
19%

20%

17%

17%
15%

Automation ranked as top priority
Automat...
If you could automate or improve your processes,
how would you change Shared Services operations?
Shift towards quality ma...
2013 Shared Services Survey Report

TECHNOLOGY IN SHARED
SERVICES

31

Copyright Winshuttle 2013
Which ERP systems are you using?
47%

SAP
Oracle

32%

Custom-built applications

30%

Other

15%

SAP and custom-built ap...
Do you analyse ERP user activity?
We do not analyse user activity

41%

We analyse user activity

40%

We analyse activity...
Which non-ERP technology are you using?
SharePoint

58%

Web Forms (other than InfoPath)

27%

A third party Workflow

24%...
2013 Shared Services Survey Report

IMPLEMENTING CHANGE IN
SHARED SERVICES

35

Copyright Winshuttle 2013
What impact does your Shared Services Center
have on process change?
The SSC leads and implements process change

61%

The...
2013 Shared Services Survey Report

WINSHUTTLE FOR SHARED
SERVICES

37

Copyright Winshuttle 2013
Foundation for Continuous Improvement
Winshuttle’s no-code design tools and rapid
deployment capabilities allow business a...
Success story – A.P. Moller-Maersk
Hear how A.P. Moller-Maersk chose Winshuttle as a
solution for eliminating ungoverned E...
Success story – Anglo American
Hear why Anglo American selected Winshuttle as their process improvement
solution for drama...
Contact information

Global contact: info@winshuttle.com

France, Belgium &
Luxembourg

United Kingdom &
Ireland
1st Floor...
Thank you for viewing our deck!

Watch this quick video to learn more about Winshuttle

Copyright Winshuttle 2013
Winshuttle 2013 Shared Services Survey Report
Winshuttle 2013 Shared Services Survey Report
Winshuttle 2013 Shared Services Survey Report
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Winshuttle 2013 Shared Services Survey Report

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Winshuttle's 2013 Shared Services Survey uncovers the top challenges and concerns faced in Shared Services, how businesses are measuring success and where task automation and technology play a role.

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Transcript of "Winshuttle 2013 Shared Services Survey Report"

  1. 1. 2013 Shared Services Survey Report 1 Copyright Winshuttle 2013
  2. 2. Social Sharing Click the Twitter button throughout the presentation to easily share stats and quotes with your social network. Copyright Winshuttle 2013
  3. 3. Executive summary The 2013 Winshuttle Shared Outsourcing Network (SSON). 758 395 Services Survey was conducted in conjunction with the Shared Services and participants started the questionnaire participants (52%), spanning 58 countries, completed the questionnaire The completed survey responses are taken into account in the preparation of this report, which: • Outlines the different functional business areas represented by Shared Services Centers • Compares the workload dedicated to different functional business areas • Ranks the general challenges faced by Shared Services Centers • Compares the occurrence of data and business process concerns • Compares success metrics used and investigates the top priority success indicator • Explores the existence and prioritization of task automation • Compares technology used to support Shared Services Centers • Questions the awareness of technology usage • Compares the influence Shared Services Centers have on implementing change 3 Copyright Winshuttle 2013
  4. 4. 4 Copyright Winshuttle 2013
  5. 5. Report structure The findings of the survey are presented in the following structure: • Country and Participant Distribution Page 5 • Business Functions Page 8 • Challenges Faced Page 16 • Measuring Success Page 21 • Task Automation Page 25 • Technology Page 30 • Implementing Change Page 34 5 Copyright Winshuttle 2013
  6. 6. 2013 Shared Services Survey Report COUNTRY AND PARTICIPANT DISTRIBUTION 6 Copyright Winshuttle 2013
  7. 7. Top 30 participant countries by response volume 7 Copyright Winshuttle 2013
  8. 8. Survey participant job titles Manager 28.9% Director 24.1% Head / Head of 6.6% Lead 5.6% Vice President 4.3% Consultant 4.3% Specialist 3.8% Controller 2.5% Analyst 2.0% Transformation 1.8% Partner 1.5% Chief Financial Officer 1.0% Senior Vice President 1.0% Chief Executive Officer 0.5% Chief Operating Officer 0.5% Executive Director 0.5% 0% 5% 10% 15% 20% 25% Chart shows the percentage of survey participants with job titles that contained the keyword • E.g. 1.8% of participants contained Transformation in their job titles 8 Copyright Winshuttle 2013 30% 35%
  9. 9. 2013 Shared Services Survey Report BUSINESS FUNCTIONS IN SHARED SERVICES 9 Copyright Winshuttle 2013
  10. 10. What percentage of Shared Services Centers are involved in these business functions? Sample size: 373 100% 90% 90% 72% 80% 74% 70% 60% 50% 39% 40% 30% 20% 10% 0% Finance Human Capital Management / HR Master Data The workload analyses for Finance, HR and Master Data business areas are presented on the following pages 10 Copyright Winshuttle 2013 Other
  11. 11. Finance Shared Services Centers Sample size: 337 What is the average daily workload dedicated to each business function? 70% 60% 59% 60% 50% 40% Average 30% 25% 20% 20% 24% 17% Median 20% 10% 10% 0% Finance HR Master Data In addition: • 8% only process finance-related tasks • 37% dedicate 75% or more of daily workload to finance-related tasks • 64% dedicate half or more of daily workload to finance-related tasks 11 Copyright Winshuttle 2013 Other
  12. 12. Finance Shared Services Centers Sample size: 337 What is the average daily workload dedicated to each type of data activity? 70% 60% 59% 60% 50% 40% Average 30% Median 20% 13% 10% 10% 12% 16% 10% 15% 10% 10% 0% Transactional data Master data creation Master data maintenance Reporting In addition: • 3% only process transactional data • 12% dedicate 90% or more of daily workload to transactional data • 31% dedicate 75% or more of daily workload to transactional data • 8% dedicate half or more of daily workload to master data 12 Copyright Winshuttle 2013 Other
  13. 13. HR Shared Services Centers Sample size: 268 What is the average daily workload dedicated to each business function? 60% 50% 48% 50% 40% 30% 30% 23% 20% 18% 20% Average 26% 10% 10% 0% Finance HR Master Data In addition: • 4% only process HR-related tasks • 9% dedicate 75% or more of daily workload to HR-related tasks • 19% dedicate half or more of daily workload to HR-related tasks 13 Copyright Winshuttle 2013 Other Median
  14. 14. HR Shared Services Centers Sample size: 268 What is the average daily workload dedicated to each type of data activity? 70% 60% 57% 60% 50% 40% Average 30% Median 20% 14% 10% 10% 13% 16% 10% 15% 10% 10% 0% Transactional data Master data creation Master data maintenance Reporting In addition: • 3% only process transactional data • 9% dedicate 90% or more of daily workload to transactional data • 26% dedicate 75% or more of daily workload to transactional data • 11% dedicate half or more of daily workload to master data 14 Copyright Winshuttle 2013 Other
  15. 15. Master Data Shared Services Centers Sample size: 277 What is the average daily workload dedicated to each business function? 60% 54% 55% 50% 40% 30% 26% 20% 20% Average 24% 19% 18% 10% 10% 0% Finance HR Master Data In addition: • None process master data tasks exclusively • 1% dedicate 75% or more of daily workload to master data tasks • 7% dedicate half or more of daily workload to master data tasks 15 Copyright Winshuttle 2013 Other Median
  16. 16. Master Data Shared Services Centers Sample size: 277 What is the average daily workload dedicated to each type of data activity? 70% 60% 56% 60% 50% 40% Average 30% Median 20% 13% 10% 10% 12% 16% 10% 10% 14% 10% 0% Transactional data Master data creation Master data maintenance Reporting In addition: • 6% dedicate 90% or more of daily workload to transactional data • 23% dedicate 75% or more of daily workload to transactional data • 10% dedicate half or more of daily workload to master data tasks 16 Copyright Winshuttle 2013 Other
  17. 17. 2013 Shared Services Survey Report CHALLENGES FACED IN SHARED SERVICES 17 Copyright Winshuttle 2013
  18. 18. What is the main challenge faced by Shared Services Centers? Expanding the business offering Reducing cost per transaction 4.1 Automating manual tasks 3.1 4.0 4.1 Integrating spreadsheets that we currently use 5.7 3.9 Reducing process variance 2.5 Reducing communication and transparency gaps Improving business process efficiency Participants ranked challenges in order of priority for their Shared Services Centers. Cumulative ranking (lowest number represents highest priority) produced the top 3 challenges: • • • Improving business process efficiency Automating manual tasks Reducing process variance 18 Copyright Winshuttle 2013
  19. 19. The effect of request formats What percentage of Shared Services Centers receive requests in the following formats? Phone calls 72% Text in the body of an email 71% Scanned document (e.g PDF) by email 55% Excel spreadsheet by email 50% Electronic interface directly to your systems 44% Word document by email 39% Online form feeding an online work list 32% Other 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% What percentage of Shared Services Centers using these formats experience the top 3 challenges? Top 3 challenges Improving business process efficiency Automating manual tasks Reducing process variance SSCs receiving phone call requests 31% 22% 7% SSCs receiving text requests 33% 21% 6% 19 Copyright Winshuttle 2013
  20. 20. Data challenges and concerns What percentage of Shared Services Centers have the following data concerns? 66% Receiving incomplete or incorrect data Manual rekeying of data into the ERP system 46% Avoiding duplication of data 44% Lack of data validation before loading 41% Corrupt data already in the ERP system 29% Time taken to perform bulk changes 27% We are not concerned about data challenges 6% Other 4% 0% 10% 20% 30% 40% 50% 60% 70% What percentage of Shared Services Centers have the Top N data concerns? Top 2 = Receiving incomplete or incorrect data & Manual rekeying of data into the ERP system 34% 18% Top 3 = Top 2 & Avoiding duplication of data Top 4 = Top 3 & Lack of data validation before loading 12% Top 5 = Top 4 & Corrupt data already in the ERP system 8% Top 5 = Top 4 & Time taken to perform bulk changes 5% 0% 5% 10% 15% 20 Copyright Winshuttle 2013 20% 25% 30% 35% 40%
  21. 21. Business process challenges and concerns What percentage of Shared Services Centers have the following process concerns? Business rule changes are difficult to implement 49% 26% Workflow changes would be costly 26% Workflow changes require technical resources which we don't have No workflow tools are in use 25% Workflow processes are limited to ERP users 23% Business processes are driven by email only 17% Workflow changes require technical resources which we do have 15% Other 14% 0% 10% 20% 30% 40% 50% 60% What percentage of Shared Services Centers have the Top N business process concerns? 13% 5% Top 4 = Top 3 & No workflow tools are in use 2% Top 5 = Top 4 & Workflow processes are limited to ERP users 1% Top 6 = Top 5 & Business processes are driven by email only 1% 0% Top 2 = Business rule changes are difficult to implement & Workflow changes would be costly Top 3 = Top 2 & Workflow changes require technical resources which we don't have 2% 4% 21 Copyright Winshuttle 2013 6% 8% 10% 12% 14%
  22. 22. 2013 Shared Services Survey Report MEASURING SUCCESS IN SHARED SERVICES 22 Copyright Winshuttle 2013
  23. 23. Metrics used to measure success What percentage of Shared Services Centers use the following metrics? SLA adherence Customer satisfaction Processing duration Productivity per employee Cost per transaction Productivity per process Cost per employee Rejection rates Revenue per employee Other 73% 72% 58% 51% 46% 43% 40% 39% 13% 9% 0% 10% 20% 30% 40% 50% 60% 70% 80% What percentage of Shared Services Centers use the top N metrics? Top 2 = SLA adherence & Customer satisfaction 57% Top 3 = Top 2 & Processing duration 36% Top 4 = Top 3 & Productivity per employee 22% Top 5 = Top 4 & Cost per transaction 16% Top 6 = Top 5 & Productivity per process 10% Top 7 = Top 6 & Cost per employee 7% Top 8 = Top 7 & Rejection rates 6% 0% 10% 20% 23 Copyright Winshuttle 2013 30% 40% 50% 60% 70%
  24. 24. Measuring Success Sample size: 288 Of the Shared Services Centers that use SLA adherence as a measure of success: Measure processing duration 62% Can't track the handover of process steps 57% Can't report on lead times 35% Only have workflow processes for ERP users 25% Have no workflow tools in place 24% Can only measure call opened and call closed times 24% Only use email as the business process driver 16% 0% 10% 20% 30% 40% 50% 60% 70% In addition: • 81% rank improving business process efficiency as a top 3 priority • 41% rank reducing process variance as a top 3 priority • 25% rank reducing communication and transparency gaps as a top 3 priority 24 Copyright Winshuttle 2013
  25. 25. Measuring Success Sample size: 288 Of the Shared Services Centers that use SLA adherence as a measure of success: 67% Are concerned about manual rekeying of data into the ERP system 47% Are concerned about avoiding duplication of data 44% Are concerned about a lack of data validation before loading 40% Are automating 25% or fewer of their repetitive tasks 35% Are concerned about corrupt data already in the ERP system 31% Are concerned about the time taken to perform bulk changes 26% Have no repetitive task automation in place 3% 0% Receive incomplete or incorrect data 10% 20% 25 Copyright Winshuttle 2013 30% 40% 50% 60% 70%
  26. 26. 2013 Shared Services Survey Report TASK AUTOMATION IN SHARED SERVICES 26 Copyright Winshuttle 2013
  27. 27. How many different tasks do resources handle? 1 3% 2 to 3 7 or more 30% 37% 30% 4 to 6 Task: • Unit of activity within a data maintenance process that contributes to the completion of that process • Examples: • Creating cost centers • Changing salaries • Approving supplier invoices 27 Copyright Winshuttle 2013
  28. 28. What percentage of Shared Services Centers are automating a portion of repetitive tasks? Automating more than 75% Automating 51% to 75% 6% Automating none 5% Automating up to 25% 18% 36% 35% Automating 26% to 50% Automation: • Automatic operation of a process or system • Example: • Using a data upload program to change thousands of customer payment terms 28 Copyright Winshuttle 2013 76% are automating half or fewer of their repetitive tasks 41% are automating a quarter or fewer of their repetitive tasks
  29. 29. How do you prioritize task automation? 30% 25% 25% 25% 19% 20% 17% 17% 15% Automation ranked as top priority Automation ranked as lowest priority 10% 6% 5% 6% 5% 4% 4% 0% None Up to 25% 26 to 50% 51 to 75% Current level of task automation More than 75% Of the full set of survey participants: • 22% ranked automation as top priority • 58% ranked automation within the top 3 priorities • 74% ranked automation within the top 4 priorities • 84% ranked automation within the top 5 priorities • 5% ranked automation as lowest priority 29 Copyright Winshuttle 2013
  30. 30. If you could automate or improve your processes, how would you change Shared Services operations? Shift towards quality management 58% Expand business scope 56% Reduce headcount 39% Consolidate/merge geographical locations 32% We would not reorganise our teams 8% Other 3% 0% 10% 20% 30% 40% 50% 60% 70% Combined actions: 36% 24% 22% 19% 15% 14% Shift towards quality management X X X 30 Copyright Winshuttle 2013 Expand business scope X X X X Reduce headcount Consolidate/merge locations X X X X X X Of the Other proposed actions, 44% would outsource menial tasks
  31. 31. 2013 Shared Services Survey Report TECHNOLOGY IN SHARED SERVICES 31 Copyright Winshuttle 2013
  32. 32. Which ERP systems are you using? 47% SAP Oracle 32% Custom-built applications 30% Other 15% SAP and custom-built applications 13% SAP and Oracle 11% JD Edwards 8% None 7% 5% 5% 0% SAP, Oracle and custom-built applications SAP and JD Edwards 5% 10% 15% 20% 25% 30% 35% 40% 79% of Shared Services Centers use SAP or Oracle as an ERP provider Heterogeneous software landscapes are common, with: • 13% using SAP and custom-built applications • 11% using SAP and Oracle 32 Copyright Winshuttle 2013 45% 50% Complex technology landscapes face challenges including: • Data separation • Data cleansing • Data synchronisation • Process monitoring
  33. 33. Do you analyse ERP user activity? We do not analyse user activity 41% We analyse user activity 40% We analyse activity for SSC users 36% We analyse activity for non-SSC users 19% We analyse activity for SSC & non-SSC users 15% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% In addition: • 13% of Shared Services Centers target new business based on ERP user activity • 19% of Shared Services Centers target new business based on other metrics Usage analytics offers great insight into the status quo of ERP systems, including: • Whom the top users are • Where automation or roundtrip data maintenance opportunities exist • Which compliance issues may exist • Which user behaviour patterns warrant workflow procedures 33 Copyright Winshuttle 2013
  34. 34. Which non-ERP technology are you using? SharePoint 58% Web Forms (other than InfoPath) 27% A third party Workflow 24% SharePoint Workflow 15% 14% Other 14% Adobe Interactive Forms InfoPath 6% 0% 10% 20% 30% 40% 50% 60% 70% Of the Other non-ERP technologies: • 14% use in-house applications • 14% use scanning / OCR applications Non-ERP tools contribute additional challenges, including: • Change requests between Shared Services Centers and outsource providers • Dependence on technical resources • Lead times to implement solutions • Ownership and maintenance of delivered solutions 34 Copyright Winshuttle 2013
  35. 35. 2013 Shared Services Survey Report IMPLEMENTING CHANGE IN SHARED SERVICES 35 Copyright Winshuttle 2013
  36. 36. What impact does your Shared Services Center have on process change? The SSC leads and implements process change 61% The SSC takes direction but implements locally 30% 10% The SSC only measures the impact of change 9% The SSC has no role in process change Other 4% 0% 10% 20% 30% 40% 50% 60% 70% Additional change driver circumstances were uncovered, including: • Shared Services Centers implementing change in conjunction with clients • Subject matter experts/owners leading change iterations and optimization steps • Process information experts from IT departments leading the process • Transformation teams within the Shared Services Center assisting with improvements • Differing approaches based on the nature of the change required 36 Copyright Winshuttle 2013
  37. 37. 2013 Shared Services Survey Report WINSHUTTLE FOR SHARED SERVICES 37 Copyright Winshuttle 2013
  38. 38. Foundation for Continuous Improvement Winshuttle’s no-code design tools and rapid deployment capabilities allow business and Shared Services users to accelerate continuous improvement initiatives without taxing IT resources. The following capabilities provide options to address many of the challenges highlighted in this survey report: • • Copyright Winshuttle 2013 Workflow Automation: Create workflow routines that structure the routing and approval of data based on roles and criteria. • 38 Data Entry: Record scripts and web services that automatically post data to SAP from forms or spreadsheets, error free and without manual re-entry. • Visit winshuttle.com/sharedservices for more information. Data Collection: Use web forms or managed spreadsheet templates instead of complex user interfaces to quickly gather and consolidate data from disparate users. Governance and Control: Implement central policies that maintain SAP security and promote compliance with standards and policies. Establish centralized form and template libraries that eliminate ungoverned macros and unstructured routines.
  39. 39. Success story – A.P. Moller-Maersk Hear how A.P. Moller-Maersk chose Winshuttle as a solution for eliminating ungoverned Excel macros and reducing local process variance. “Nine months into the project we saw our investment paid back.” -Karsten Lund, Director-Finance & Accounting Processes, GSC, A.P. Moller-Maersk 39 Copyright Winshuttle 2013
  40. 40. Success story – Anglo American Hear why Anglo American selected Winshuttle as their process improvement solution for dramatically increasing processing speed and efficiency in their Global Shared Services Center without increasing headcount. “Volumes that would take a person a week to process before Winshuttle now take one day. ” Trevor Erlank, Project Manager, GSC/Accounting Services, Anglo American 40 Copyright Winshuttle 2013
  41. 41. Where to next? Find out how Winshuttle can assist your: SAP Finance processes - visit winshuttle.com/finance SAP Master Data processes - visit winshuttle.com/masterdata Learn more about Winshuttle’s no-programming products and solutions: View or register for a webinar View a product demonstration Explore the Winshuttle TV YouTube channel Browse the Winshuttle Community site Find out more about the challenges that companies faced, decisions they made, and the benefits they realized by implementing Winshuttle: Read a case study on one of our customers. 41 Copyright Winshuttle 2013 For a quick reply contact info@winshuttle.com
  42. 42. Contact information Global contact: info@winshuttle.com France, Belgium & Luxembourg United Kingdom & Ireland 1st Floor Wimbledon Bridge House, 1 Hartfield Rd Wimbledon London SW19 3RU +44 (0) 208 545 9500 sales-europe@winshuttle.com Germany, Austria & Switzerland 31, Cours des Juilliottes 94700 Maisons-Alfort, France +33 (0) 1 48 93 71 71 info@winshuttle.fr Stresemannstr, 46 27570 Bremerhaven, Germany +49 (0) 471 140 840 sales@winshuttle-software.de 20021 120th Ave. NE, Ste 101 Bothell, WA 98011, USA +1 (800) 711-9798 sales@winshuttle.com +1 954 237 5008 juancarlos.gomez@ winshuttle.com 42 Copyright Winshuttle 2013 + 34 91 781 70 28 laura.espinosa@ winshuttle.com India & Rest of Asia 5th Floor, Block 1 CyberPearl IT Park Hitec City, Madhapur Hyderabad - 500081 +91 40 42305555 abid.mohammed@ winshuttle.com North America Latin America Spain, Portugal & Italy Middle East / Africa / Rest of Europe +44 (0) 208 545 9500 chris.town@winshuttle.com Australia & NZ + (800) 711-9798 nick.petti@winshuttle.com
  43. 43. Please visit our website for customer interviews, product demos, white papers, case studies, and more: www.winshuttle.com/resources Copyright Winshuttle 2013
  44. 44. Thank you for viewing our deck! Watch this quick video to learn more about Winshuttle Copyright Winshuttle 2013

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