The Future of the Services Industry

by archerda on May 25, 2010

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OpenAir webinar on the future of the services industry. I presented a case study on an ERP type strategy for the professional services organization at ISCS.

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OpenAir webinar on the future of the services industry. I presented a case study on an ERP type strategy for the professional services organization at ISCS.

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The Future of the Services Industry — Presentation Transcript

The Future of the Services Industry:“Quote to Cash” for Services Business
Darin Archer
Vice President, Professional Services

Company Quick Facts:
Background
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

Vision

Real-Time Visibility
Metrics-Driven Management
P/L Reporting
Transparency Across All Work for Customers & Company
Projects Active
Resource Allocation
Support Issues Open
Billing

Tools
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

ProServ Project Work Approach & Results
$
$
$
Hrs
$
Salesforce Opportunities
OpenAir Projects
QuickBooks Invoices

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

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

The Future of the Services Industry

by archerda on May 25, 2010

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The Future of the Services Industry — Presentation Transcript