Cns Corporate Overview   Ever Wor X Focus 4 09
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Cns Corporate Overview   Ever Wor X Focus 4 09 Cns Corporate Overview Ever Wor X Focus 4 09 Presentation Transcript

  • Practical Solutions Exceptional Quality Contingent Network Services, LLC Capabilities Overview A Global IT Services Company Specializing in WAN Management, Network Integration, Logistics & Maintenance for Large Enterprises
  • Who We Are A Global IT Services Company specializing in WAN management, network integration, logistics & maintenance for large enterprises . In a Sentence
  • What We Are Anywhere. Fast. In Two Words View slide
  • Company Overview Founded 1984, Private, 85 Employees, Cincinnati, Ohio  ~$25M Annual Sales, No Debt, Always Profitable  Major Service Lines: Network Integrator & Managed WAN Provider  100% Employee Owned  Banking Services from PNC  We Sell Results Backed Up by Lifetime Warranty  Contingent Network Services View slide
  • Our History Although Contingent has dramatically increased its capabilities over the last twenty-five years, our focus on exceeding customer expectation has never changed. 1984 1991 1998 2000 2002 2004 2009 Founded on a multi-year fiber optic deployment contract in Ohio with the Mead corporation. Cables To Go services division rebranded as “Contingent Network Services” Contingent management team buys Contingent division in July and becomes a standalone LLC Contingent named to the 2008 Inc. 5000 and moves into its new, purpose-built, 50,000sqft headquarters facility THE LASTAR GROUP, Inc . The Lastar Group, Inc purchased by manufacturer Cables To Go & together they form “ Lastar, Inc.” CTG Contingent launches distributed enterprise professional services platform called “LANWorX” Contingent launches innovative Managed WAN Services platform called “EverWorX” 25 Years of Doing Difficult Things Well
  • Our Mission To profitably provide our Clients with practical, high quality, cost-effective network services wherever and whenever needed for reliable, enterprise-wide communications all through a centralized source of real-time business intelligence.
  • What to Expect from Us 100% Lifetime Workmanship Warranty
    • Managed WAN and VoIP Provider
      • Best-in-class circuits, hardware, software, remote and field support to optimize clients’ WAN performance and provide VoIP services worldwide
      • Not a carrier or VAR: technology, equipment and circuit provider neutral
    • Network Integrator (On Call 7x24x365)
      • Design, deploy and support ALL types of WAN and LAN infrastructures
      • If it’s part of a network or connected to one, we can install it or fix it if it’s broken
    What We Do Managed Services - MRR Standard Services - NRR
  • What We Do Managed Services - MRR Standard Services - NRR SIP Trunking Managed WAN Hosted VoIP Prepaid Field Dispatch Repair Managed Maintenance Voice & Data Integration Field Dispatch Repair Retail Voice & Data Integration Telecom Carrier Activations
    • Speed  Accuracy  Integrity
    Why We Are Different Our Culture
    • Ilex Software Platform 
    • We know where everyone and everything is at all times
    • One Scope, Thousands of Sites, Short Notice 
    • Or multiple scopes, One Site, No Notice and everything in between
    • Thousands of Certified Contractors Worldwide 
    • 7000+ Companies, 50,000 engineers/technicians, 55 countries
    • 7x24x365 Dispatch Center 
    • US-based, English speaking US Citizens
    • 2-Hour Onsite Response Time
    We Have Speed Speed
    • Ilex Software Platform  We know where everyone and everything is at all times
    • 100% Technology-Neutral Approach (Vendor, Carrier, Technology) 
    • Whatever is right for each client location’s needs
    • Online Customer Care Center  Our clients know where everyone and everything is at all times
    • 50,000sqft State of the Art Logistics Center  Provides for lifecycle approach to everything
    • We are only as good as we were today
    We Have Accuracy Accuracy
    • 100% LIFETIME Workmanship Warranty  If a problem results from our workmanship, we will fix it at our expense
    • 99%+ Uptime Guaranty backed by Automatic SLA Payouts  If a site is down for more than 15 minutes total during a day, that day’s
    • charges are automatically deducted from client’s next invoice
    • No Obligation Free Trials 
    • We regularly give new prospects 100% free trials to prove
    • we do what we say we do
    • You either have it or you don’t
    We Have Integrity Integrity
  • Key Elements of Our Success Known for OPERATIONAL EXCELLENCE (not flashiness)  Core Competencies: Engineering and Process Control in Large Scale  2008 Inc. 5000 (#2785) Fastest Growing Privately Held Company  2008 Business Journal Fast 55 (#14) Metropolitan Cincinnati  Sustainable competitive advantage lies in our proprietary EMS known as Ilex  Speed, Accuracy, Integrity
  • Key Elements of Our Success Own our 50,000sqft New & Purpose-Built HQ Facility on 20 acres  100% Management holds 4-Year Degrees, 60% Advanced Degrees  Six Sigma BB, PMP, CPA on staff  63% of Senior Management are Former Military Officers  Speed, Accuracy, Integrity
  • Core Competencies LAN Integrated Technologies Network Equipment  Servers/Desktops  Voice Systems  LAN Structured Distribution Structured Cabling, Fiber  Wireless System  WAN Telecommunications Design Frame, xDSL/Cable/Satellite VPN, MPLS  Circuit Selection, Provisioning, Install Supervision  Aggregation, Monitoring, Support  Pathways, Endpoints, Connectivity
  • Feature Capabilities Coverage throughout 55 Countries  Patterned services at hundreds of simultaneous job sites  Multi-vendor (not a reseller) support  PCI Compliant  2 Hour onsite response time  7x24x365 Dispatch Center  Real-time business intelligence through web-based Ilex software  Technical Assistance Center enables “No-Call” policy  Flexible pricing plans  Multi-Site Experts
  • Phase 1: Consulting, Design and Planning Network Design, Validation and Capacity Planning Telecommunications Service Availability Study Trace Audit Site Audit Integration & Prototyping Asset Inventory Phase 2: Deployment Onsite Installation Logistics, Staging & Configuration Circuit Provisioning & WAN Activation Document Management and Reporting Site Preparation Material, Equipment and Warranty Procurement Phase 3: Operations and Support (Managed Services) Field Services (Break-Fix) Customer Care Center (Help Desk) National Depot Managed WAN and Network Monitoring Maintenance & Extended Warranty Bench Repair Client Lifecycle Approach PHASE TWO PHASE THREE Operations Support Consulting, Design & Planning Deployment ONE PHASE We can engage in one, all or any combination of phases for each Client.
  • Major Market Segments LAN Integrated Technologies Networking Equipment (router, switch, firewall, hub, modem, power protection) Voice/Video Equipment (legacy pbx, VoIP, IP Telephony, VoFR, VoDSL, IP-based CCTV, broadband video) Server/Desktop Equipment (pc, server, network storage, printer, scanner, atm, point-of-sale) LAN Structured Distribution Technologies Structured Premise Cabling (CAT3, 5, 5e, 5E, 6, premise fiber, coax, wall-field, cabinets, bays, demarcs) Outside Plant Cabling (underground and aerial fiber/coax splicing, boring, trenching, terminations) Wireless Infrastructure (Wi-Fi point to point/multi-point/omni-premise and campus) WAN Telecommunications (Frame relay, DS1, xDSL, VSAT, DOCSIS Cable, Fixed Wireless, EVDO) Technology Expertise “ Vendor, Carrier and Technology Neutral” We can call on a vast network of subject matter experts to help a Client at the precise moment when help is needed. 1 2 3 4 5 6 7 Physical Datalink Network Transport Session Presentation Application OSI Model
  • Responsiveness and Flexibility Deployment and Overall Performance 99.9% onsite arrival record  99.95% customer satisfaction rating*  *(average overall rating for survey completed by client’s at every site we visit) Troubleshooting and Repair Performance 99.9% onsite arrival record  97% of our dispatch visits we arrived on time or early  95% of the dispatches results in a first-visit repair  Continuous Measurement
  • Our Reach Work Environments On-Premise  Outside Plant  Central Office  Co-locations  Coverage in 55 Countries
  • Client Lifecycle Approach Revenue by Lifecycle Phase
  • Technology Focus Major Market Segments Revenue by Major Market Segment
  • Technology Focus Annual Sales Growth Since Buy-out Sales Growth 34% CAGR D&B Credit Rating 3A3 DUNS# 11-883-8593
  • Technology Focus Annual Profit Growth Since Buy-out Profitable in every year of existence Profit Growth
  • Quality Assurance Core Facets Voluntary Commitments QM Design Quality  Conformance Quality  Delivery Quality  Budget Accuracy  Measured on every job Total Customer Satisfaction  Workmanship Quality  System Availability  Communication  On Time Arrival  Money back if commitments are not met Blue Diamond – Quality Management
  • Why We Are Different Proprietary Software
  • ILEX Enterprise Management System Proprietary SQL-based “Services factory” Ilex provides automated real-time status of critical business intelligence to our clients via the Customer Care Center and through email. Ilex is routinely integrated to our Client’s own back office software
  • Customer Care Center Secure Web “Key Hole” The CCC displays automated real-time status of critical business intelligence to our clients, suppliers and channel partners.
  • Some of Our Clients “ We Make Them Better” References Available zumiez
    • Design, deploy and support ALL types of networking and telecom infrastructures
      • Data, Voice and Video cable installation
      • High performance circuit extensions
      • Edge device installation (xDSL, Cable Modem, IAD, NIU, Satellite, Router)
      • Online order processing and real-time project tracking through Customer Care Center
      • If it’s part of a network or connected to one, we can install it or fix it if it’s broken
    • Benefits vs. Telcos and Others
      • Faster response times
      • Nationwide coverage
      • Lower total costs
      • More capable field personnel
      • Professional project management
    Activate Locations MACWorX Deployment Services Activate Locations
    • Available throughout North America and 55 Countries
    • Clients can choose arrival time and pricing based on urgency
    • Highest level of urgency guarantees arrival within 2 hours
    • Customer Care Agents controls field personnel performances
    • Online order processing and real-time project tracking
    • Benefits vs. Telcos and Others
    • Faster response times
    • Nationwide coverage
    • Lower total costs
    • More capable field personnel
    • Professional project management
    On Demand Field Troubleshooting & Repair for any hardware and software with 7x24x365 dispatch Keep IT Working NetMedX Field Repair Services
    • Full featured enterprise-class phone system plus many new productivity enhancing functions
    • Unlimited local and long distance calling
    • No upfront costs with legacy equipment buy-backs available
    • No cost, no obligation pilots
    • Fully managed application and WAN
    • 99% Uptime Guarantee with automatic credits
    • US-based Help Desk – 7x24x365 with SLA
    • One vendor, one bill, with real-time call detail information
    Fully Hosted VoIP (offsite PBX) – OR – IP Trunking to (onsite) phone systems Join the VoIP Revolution VoIPWorX IP Telephony Services
  • Fully Hosted VoIP (offsite PBX) – OR – IP Trunking to (onsite) phone systems Join the VoIP Revolution VoIPWorX IP Telephony Services VPN/FR/MPLS xDSL, Cable, T1, FW VOIPWORX STANDARD SITE Monitoring Server Existing Handsets Hosted Network Security IDS/AV/AS VoIPWorX Switch IP Handsets WIFI VOIPWORX GOLD SITE xDSL, Cable, T1, FW CONTINGENT VPN/FR/MPLS WAN Router Switch VoIP Terminal Adapter Existing IP-Unaware PBX WAN Router Switch
    • 99% Uptime Guarantee with automatic credits
    • No cost, no obligation pilots
    • No upfront costs
    • US-based Help Desk – 7x24x365 with SLA
    • Online order processing and real-time project tracking
    • PCI-DSS compliant
    • Vendor, carrier and technology neutral
    It’s time your Clients stopped buying WAN services from carriers and start buying them from an independent Managed WAN Provider Simplify Your WAN EverWorX Managed WAN Services Custom-designed combination of best-in-class circuits, hardware, software combined with outstanding field support
  • Contingent’s EverWorX Managed WAN Services EverWorX combines best-in-class telecommunications, hardware, software, remote and field support to perfect your network performance and team productivity. EverWorX TM Managed Network Services (Multi-Site WAN) Simplify Your WAN
  • Contingent is not a telecommunications carrier. We are a new breed, a Managed WAN Provider. All telecommunications carriers want your WAN business and promise anything to get the sale. Sadly, delivery after the sale rarely meets your expectations. We recommend that you stop buying WAN services from telecommunications carriers. EverWorX TM Managed Network Services (Multi-Site WAN) Simplify Your WAN
  • EverWorX TM Managed Network Services (Multi-Site WAN)
    • How Are These Services Provided Today?
    • Carriers aggregate networks using an array of technologies including Frame Relay, MPLS, IPSEC VPN.
    • There are two primary approaches the carries offer including a managed “edge” and an unmanaged “edge”.
    • Local loop access to the facilities are provided by multiple local loop service providers.
    • Two primary types of providers exist including the carrier and the WAN aggregator both of which may offer both public or private solutions.
    Simplify Your WAN
  • EverWorX TM Managed Network Services (Multi-Site WAN)
    • Gaps in Current Services Models
    • Networks are unreliable
    • SLAs are difficult to enforce
    • Too many bills and contracts to manage
    • Billing is rarely accurate, requires constant review
    • Steep penalties for early cancellation
    • Poor support coordination
    • Over engineered networks and excessive fees
    • Poor help desk support
    • Private networks are almost never truly private
    Simplify Your WAN
  • EverWorX TM Managed Network Services (Multi-Site WAN)
    • Primary Objective of the EverWorX
    • Managed Network Services Program
    • Simplify Your WAN
    • Advantages of the EverWorX
    • Managed Network Services Program
    • Fully managed & completely customizable
    • 99% Uptime guaranteed through rigid SLA
    • One invoice
    • No cost, no obligation pilots
    • No upfront cost
    • Legacy equipment buy-back
    • Immediate response 24x7x365 from US-based Help Desk
    • Real-Time web portal and integration
    • Automatic outage credits applied to next billing cycle
    • PCI DSS Compliant
    • Minimum bandwidth requirements
    • Vendor, carrier and technology neutral
    Simplify Your WAN
  • EverWorX TM Managed Network Services (Multi-Site WAN) Wide Area Network Service Components Asset Tracking & Management Depot and Warehouse Services Circuit Provisioning Remote & On-Site Break-Fix Services Network Monitoring Services Warranty Services Network Core Design and Hosting WAN Aggregation & Redundancy Simplify Your WAN
  • EverWorX TM Managed Network Services (Multi-Site WAN) Featured in April 2007 Stores Magazine “Ditching Dial-Up” DBU VPN/FR/MPLS xDSL, Cable, Satellite, Type 2 REMOTE SITE VPN/FR/MPLS HOSTED CORE w/RAS Network/Server/Desktop Monitoring VOIP WIFI Hosted Network Security IDS/AV/AS Hosted VOIP/Email Unified Messaging DBU VPN/FR/MPLS REMOTE SITE VOIP WIFI DBU VPN/FR/MPLS VOIP WIFI HEADQUARTERS xDSL, Cable, Satellite, Type 2 CONTINGENT VPN/FR/MPLS CREDIT CARD MERCHANT SERVICES
    • Example Summary
    • Fully Managed IPSEC VPN
    • Monthly fee only, no up front charges
    • Avg. Speed 1.5+Mbps x .5+Mbps
    • 36 Month Term
    • Cancel Without Cause
    • 99% Uptime Guarantee
    • Real-time Monitoring
    • Automatic Credits for Outages
    • Automatic Dial Back-up
    • US-Cincinnati Help Desk
    • SLAs for Installation & Support
    • All Hardware, Software Included
    • De-installation, Installation Included
    • Hosted Cisco Core and Firewall
    • PCI Compliant
    • Single Electronic Invoice
    • No Obligation, No Cost Pilot
    Simplify Your WAN Example EverWorX Multi-Site Wide Area Network Design
    • PCI-DSS Compliant
    • DSS Consultant: Trustwave (Qualified Data Security Company)
    • Network Service
    • Maintain a company standard that serves as a template for each network we build and manage
    • Self assessment completed in January of 2007
    • Internal and external quarterly scans to maintain compliance
    • We do not de-encrypt or store cardholder data, authorize or settle transactions
    • Core PCI compliance as a Payment Transmission Service Provider will be complete for 2008-09 in December 2008
    EverWorX TM Managed Network Services (Multi-Site WAN) Simplify Your WAN
  • EverWorX TM Managed Network Services (Multi-Site WAN)
    • Edge Device Monitoring and Management
    • Key Capabilities
    • CPU Utilization
    • Port level management & visibility
    • Memory Utilization
    • Errors and Discards
    • Voltage, Temperature etc
    • Buffer statistics (Hits, misses and failures)
    • Batch Updates
    • Disaster Recovery
    • ICMP/SNMP NMS Platforms
    • Currently Available*
    • IBM Tivoli
    • AdventNet ManageEngine
    • HP Open View
    • What’s Up
    • CiscoWorks/LMS
    • * Custom integration with online Care Center
    Simplify Your WAN
  • EverWorX TM National Broadband Rates & Service Components table continued from left
  • EverWorX TM Franchise 1-Step Online Enrollment Form
  • One Electronic Invoice EverWorX TM Managed Network Services (Multi-Site WAN) Simplify Your WAN Sample Equipment Board
    • Quick Service Retail Food Chain 411 locations
    • LOCATION PROFILE (What’s Included at Each Site - Data)
    • 1.5Mbps x 256K PCI-DSS Compliant WAN
    • Backed by rigid, 99% uptime SLA (with automatic credits)
    • Proactive Monitoring, PCI Event Log, Web Content Filtering
    • Wireless Internet Access
    • Installation, project management, post deployment onsite support
    • WAN hardware (including routers and ATAs for existing phones)
    • Consolidated billing
    • LOCATION PROFILE (What’s Included at Each Site - Voice)
    • 2 hosted business featured VoIP seats
    • Backed by rigid, 99% uptime SLA (with automatic credits)
    • Auto Attendant, Call Forwarding and 911
    • Installation, project management, post deployment onsite support
    • No Contract – Can be canceled anytime, without cause
    Total All-Inclusive Cost: $280/site (You decide your mark-up.) The perfect solution for large, distributed enterprises with an unbeatable price! EverWorX WAN + VoIPWorX IP Telephony Service Package Managed Services Case Study
  • NetMedX Gold TM Managed Repair and Maintenance Services Contingent’s NetMedX Gold Managed Repair and Maintenance Services NetMedX Gold is a fixed-cost, turnkey maintenance program for any network hardware, software and infrastructure with depot, asset tracking, remote help desk, field troubleshooting & repair, full parts warranties, proactive monitoring and more all under one Service Level Guarantee. Keep IT Working
    • How Are These Services Provided Today?
    • Service contracts are based on defined Service Level Agreements (SLAs) typically outlined in the client’s Request for Proposal (RFP).
    • Most contracts have 2-3 SLA categories for which all equipment is covered.
    • All service contracts include minimum service performance requirements, usually targeting 90% compliance. Real-world achievement is typically 60-70%. Because of this disparity, many clients have implemented penalty clauses for non-compliance.
    • Reporting of vendor performance is typically provided by the vendor utilizing their own data , and can not be validated by most clients’ systems .
    • Services have become increasingly commoditized in the market and purchasing strategies such as on-line auctions have become prevalent.
    NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
    • Gaps in Current Services Models
    • Overwhelming lack of satisfaction Clients for a flawed service delivery process
    • Solutions do not meet client business needs and priorities, distinct from repairing technology.
    • Vendors do not have the desire nor do their systems have the complexity to provide a holistic view of the client’s environment.
    • Infrastructure support is considered a non-strategic operational expense and clients are aggressively looking for ways to reduce total IT support costs; the industry has been unable to provide any meaningful change in the model to address this concern.
    NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
    • Maintenance Vendor’s Secrets
    • Vendors often know they cannot fulfill the SLA at the time of contract signing.
    • Vendors often call the end user directly to negate the SLA requirements.
    • Vendors often make decide every day client SLAs will be “blown.”
    • When a call is “blown” it already counts against the vendor, so resolution is deferred.
    • Parts sparing levels are intentionally and grossly inadequate.
    • Vendors often do not have sufficient field resources to meet all of the contractual SLA.
    • Vendors often manipulate SLA calculation and use “call scrubbing” to falsify compliance.
    • Performance is managed to budget, not to contractual SLA requirements.
    NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
  • Why is Contingent Different? Gain-sharing Co-Management approach Call reduction program Our solution is DESIGNED AND PRICED to actually meet or beat the SLA NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
    • Primary Objective of the NetMedX
    • R&M Program
    • Reduce Total Cost through Co-Managed Maintenance
    • Advantages of the NetMedX
    • R&M Program
    • Gain sharing price approach
    • Call reduction strategy
    • Uptime guaranteed through rigid SLA
    • Vendor, carrier and technology neutral
    • Value transferred through process management
    • Full service covers entire item lifecycle in house
    • Immediate response 7x24x365
    • Real-Time web portal and integration (as needed)
    • Event-driven and item-centric approach to uptime
    • Modular
    NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
  • Depot and Warehouse Services Remote & On-Site Break-Fix Services Network Monitoring Services Asset Tracking & Management Warranty Services Bench Repair Network Service Boundary NetMedX Gold TM Managed Repair and Maintenance Services Service Components Keep It Working Keep IT Working
  • Desktop DBU VPN/FR/MPLS REMOTE SITE Server WIFI Network Security Server HEADQUARTERS SERVICE BOUNDARY A SERVICE BOUNDARY B Example NetMedX Gold “Service Boundaries” A network element that falls in the service boundary is “covered” under the NetMedeX Gold service NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
  • “ Gain Sharing” Pricing Model Steps 1.) SLA price provided in two ways: (1) Flat annual maintenance (2) Pay as you go maintenance. 2.) Flat annual maintenance fee is paid up front for year one. 3.) Year one service is delivered. 4.) During month 12, analysis performed on service rendered considering both pricing models. 5.) If accumulated “Pay as you go” cost is less than the “Flat annual” we split the difference 50/50. 6.) The 50% refund can be applied to the year two flat annual maintenance or paid in cash. 7.) The year two expectations are reduced exactly halfway between year one actual and year one estimate . NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working
    • What Do You Mean “Co-Managed” Maintenance?
    • Typical Vendors provide a 100% outsourced solution, they do it all and tell you how it went later.
    • We believe this approach is flawed.
    • We offer everything they do except ownership of spares.
    • We do the difficult things well like remote and onsite labor and logistics management.
    • This approach is proven to succeed because over communication is a core to the process.
    • Our goal is to help you “self-maintain” and thereby massively reduce cost.
    • We will create a business case that changes the way you approach maintenance forever.
    NetMedX Gold TM Managed Repair and Maintenance Services Keep IT Working