EMS Case Study


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EMS Case Study

  1. 1. CEO, CIO, Operations, Engineering, Sales and Customer Support team up with SafeNet to streamline and automate the licensing of their software products. CASE STUDYSentinel EMS easily integrated into company systems, enhancing existing workflows without having to redesign or changeany existing mission critical components.BackgroundThis global leader in enterprise resource planning software and Challengeservices provides ERP, CRM, HR, Financial and Supply- Chain • Rapid Delivery - Unify and automate the licensing of softwareManagement software specifically tailored to a number of productsindustries such as healthcare, finance, banking, manufacturing and • Scalability - Ensure operational systems can handle thegovernment. Their suite of innovative software provides end-user licensing needs of new products and can deliver licenses intools for overcoming strategic obstacles specific to their sector and the most efficient manner to end users and partnershas taken years to build and perfect. • Reporting - Gain customer insight and better utilize up-sellingAs their product portfolio continued to grow, supporting the various and cross-selling market opportunitieslicensing systems and processes was becoming unmanageable. • Efficiency - Minimize the headcount needed to support licensingThey required a robust solution that could streamline all of theirproprietary systems. This universal system needed to seamlesslyintegrate with their back-office systems to enable complete Solutionsoftware license visibility across the organization. • SafeNet’s Sentinel EMSThe Business ChallengeWith over 6,000 customers worldwide spread across 23 locations Resultsthey are an extremely successful organization. However, as their • Automated license registration with centralized portalcustomer base continued to grow and product lines began to management significantly reduces errors and mistakesmultiply, the company began experiencing internal difficulties. • License generator-agnostic design centrally manages disparate license systems with reduced integration complexity, costIn a matter of three years they had acquired four companies. Each and timenew acquisition brought its own set of products, technologies and • Advanced data collection and reporting identifies new revenuelicensing models. According to their CEO, “These acquisitions really opportunities with flexible and easy-to-use tracking toolsallowed us to expand on and diversify our offering to better meet • Enables better internal communication and processes, fasterour customers’ needs, but it left us with nine different licensing turn around times and a much improved customer experiencesystems for our engineering teams to maintain.” EMSSentinel EMS Case Study 1
  2. 2. In fact, it was not just the Product Management and Engineeringteams that were suffering. These disparate licensing systems The Solution:were affecting almost every department within the company, not The organization chose SafeNet Sentinel EMS, licensingto mention the repercussions that were filtering down to their entitlement and management system, to streamline the backcustomers. “My team could not even focus on our core business office licensing process. A few of their products were alreadybecause 48% of incoming calls were support calls around license licensed using SafeNet enforcement technology, Sentinel RMS,management,” said their VP of Customer Support. which further boosted confidence in their decision to move forward with Sentinel EMS.Customers were continually calling due to delayed fulfillments,erroneous product orders, and overall confusion. Jumping through Sentinel EMS’s is built to be enforcement technology-agnosticall of these hoops to onboard and support customers was expensive with existing hooks to support Sentinel RMS, but architectedand the cost was unjustifiable. Furthermore, the company was to support any type of licensing. Therefore, there was noallocating all of these additional resources in vain, as the process development required for the product lines that were alreadywas just as clunky and painstaking for the end user. being supported by SafeNet. Integrating the other licensing systems was fairly straightforward as well, since Sentinel EMSIt was clear that the current software solution was affecting supports the implementation of plug-ins that can call othereveryone within the company. What was unclear was how to fix the licensing solutions.problem or which department should take on the responsibility. Asthe Operations Director indicated, “The procedures required for With Sentinel EMS’ robust set of web services, integrationfulfilling a product and registering a customer were painful. In with existing back office systems allowed for streamlining andsome cases it took a month just to deliver our products to our automating the licensing process. Using SafeNet’s out-of-the-customers. I was continually emphasizing to our IS folks that the box connectors minimized the effort required to integrate withsystems we had in place were outdated. Product lines needed to SAP and SalesForce.com. SafeNet’s Professional Services Groupbe standardized.” provided implementation services to get them up and running and training services to prepare their IT organization to supportThe company’s CIO stated her perspective: “My team was and maintain the solutions moving forward.maintaining a mix of homegrown and third party licensingsystems which was only supposed to entail a small percentageof their job requirements. Keeping them running was alreadyconsuming the IT department, let alone allocating the time orskills necessary for a complete overhaul.”Simultaneously, the Sales team was reporting that customers werecomplaining that they had not received their products or that thesoftware was not working at all. The Sales SVP said, “Our team wasalready frustrated by the lack of customer visibility around ourproducts, which made it difficult to up-sell current customers—but when new customers were calling because they were stillwaiting to receive their software after a month, we were livid.Time was now being allocated to assisting unhappy customersinstead of generating new accounts and revenue.”Disparate systems were hindering internal communications andresources and sucking time from a number of departments withinthe organization. Furthermore, the current customer experiencewas suffering and that dissatisfaction was trickling over intoprospective customers. Something had to change.The JourneyFrom the beginning it was apparent that the organization wouldnot be building this new system internally. Moreover, evenwith third party help, they were not looking forward to rippingout current licensing. As the Head of Engineering put it, “Theimplementation required recoding all of our products, which wasa huge commitment to make. And even after the implementationwas complete we were still responsible for supporting the oldlicensing technology for current customers until they migrated tothe new system.”Sentinel EMS Case Study 2
  3. 3. Before Implementing Sentinel EMS The Rewards After implementing Sentinel EMS, this organization is now at a place where things are much more organized and automated. Order Entry When the customer service team enters the order into their ERP Customer ERP/CRM Database system, entitlements are automatically generated in the Sentinel Entitlement Customer Service EMS database. 1 Database 2 7 Sentinel EMS then sends an email notification to the customer 3 containing details on how to register on the web-based portal to 4 Licensing Licensing activate their product. “It’s quick and easy and there is no confusion Web Form 1 Tool 1 Tool 3 5 now that there is one standard process for all our products,” said a User Web Form 2 Licensing Tool 2 Licensing Tool 2 member of the customer service team. Automation has also saved 6 on company resources. What used to be a slow, manual process requiring multiple employees to operate can now be automated with Sentinel EMS with a fraction of the staff and much more rapid delivery time.After Implementing Sentinel EMS The IT and operations teams’ efforts are now focused on maintaining one licensing system and the task of adding new products and part ORDER ENTRY 1 ERP/CRM numbers has improved exponentially. Sentinel EMS advanced data collection and reporting tool provides customer insight that was never available before. Product management is now aware of which products and which features EMS within those products are being used. This intelligence helps 2 guide future product roadmaps. In addition, sales people use this Define intelligence to help identify up-sell and cross-sell opportunities Entitle within their existing accounts. The trialware feature on the customer 3 Control portal also accelerates the sales cycle and helps win more deals. Report “Overall Sentinel EMS has helped our organization greatly improve our customer experience, streamline our licensing processes and save a significant amount of revenue,” said the company’s CEO. About SafeNet Founded in 1983, SafeNet is a global leader in information security. SafeNet protects its customers’ most valuable assets, including identities, transactions, communications, data and software licensing, throughout the data lifecycle. More than 25,000 customers across both commercial enterprises and government agencies and in over 100 countries trust their information security needs to SafeNet. Contact Us: For all office locations and contact information, please visit www.safenet-inc.com Follow Us: www.safenet-inc.com/connected ©2011 SafeNet, Inc. All rights reserved. SafeNet and SafeNet logo are registered trademarks of SafeNet. All other product names are trademarks of their respective owners. CS (EN) A4-09.23.11Sentinel EMS Case Study 3