On-Demand: Is It Right For Your Company?

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presented at the TrueConnection 2008 Sales Performance Management Conference, hosted by Callidus Software

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  • On-Demand: Is It Right For Your Company?

    1. 1. Callidus On-Demand Jeffrey Saling October 2008
    2. 2. Mission <ul><li>To deliver Callidus Software ’ s leading-edge Sales Performance Management solutions over the web. </li></ul><ul><li>… and … </li></ul><ul><li>To deliver those solutions without any customer concern about technical infrastructure - allowing our customers to focus on their own business objectives. </li></ul>
    3. 3. Callidus On-Demand: Key Stats & Facts <ul><li>Fastest Growing On-Demand SPM / PPM vendor </li></ul><ul><ul><li>Over 66,000 subscribers / 55 Customers in 2 years </li></ul></ul><ul><ul><li>Special programs for migration into OnDemand </li></ul></ul><ul><li>Most widely used </li></ul><ul><ul><li>Payees and customers in 135 countries around the world </li></ul></ul><ul><li>Highly Private & Secure </li></ul><ul><ul><li>Safe Harbor (European Union) certified for data privacy and security </li></ul></ul><ul><ul><li>SAS70 / SOX (US) Compliant </li></ul></ul><ul><li>Extraordinarily Reliable </li></ul><ul><ul><li>Documented uptime of 99.5+% exceeds industry standard service level agreements </li></ul></ul><ul><li>Fully Featured </li></ul><ul><ul><li>Only On-Demand / SaaS SPM provider with functionality & tools for </li></ul></ul><ul><ul><ul><li>Incentive plan calculation & pay </li></ul></ul></ul><ul><ul><ul><li>Fully secure reporting for payees </li></ul></ul></ul><ul><ul><ul><li>Analytics & Query tools for administrators and managers </li></ul></ul></ul><ul><ul><ul><li>Producer / Agent Administration for Insurance Customers </li></ul></ul></ul><ul><li>Certified on AppExchange </li></ul><ul><ul><ul><li>Integrated with Salesforce.com </li></ul></ul></ul>
    4. 4. Service Level Offerings - Options <ul><li>Technical Operations: </li></ul><ul><ul><li>Application Hosting & Data Center </li></ul></ul><ul><ul><ul><li>Provide Hardware </li></ul></ul></ul><ul><ul><ul><li>Provide 3 rd Party Software </li></ul></ul></ul><ul><ul><ul><li>Provide Data Center Mgmt </li></ul></ul></ul><ul><ul><li>Application Management </li></ul></ul><ul><ul><ul><li>Environment Management </li></ul></ul></ul><ul><ul><ul><li>Issue Escalation / Resolution </li></ul></ul></ul><ul><ul><ul><li>Upgrades & Migration </li></ul></ul></ul><ul><li>Business Operations: </li></ul><ul><ul><li>Comp Plan Administration </li></ul></ul><ul><ul><ul><li>Process Management </li></ul></ul></ul><ul><li>Optional Services: </li></ul><ul><ul><li>Workflow Services: </li></ul></ul><ul><ul><ul><li>Payee Self-Service </li></ul></ul></ul><ul><ul><ul><li>Data Management </li></ul></ul></ul><ul><ul><ul><li>MBO Management </li></ul></ul></ul><ul><ul><li>Producer / Agent Mgmt Services </li></ul></ul>Business Operations - Compensation Plan Administration - Payee Dispute Resolution Technical Operations - Application & Infrastructure Management - Business Continuity
    5. 5. Premised vs. On-Demand IT Model Permutations of revision levels for each layer of the stack Traditional Premised Model From IT Management to Business Management On-Demand Model j Application Business Application USER Web / App Server Database Operating System Hardware USER
    6. 6. On-Demand Architecture Landscape Application Complexity Cost to Deliver Privacy / Security Level Configurable, mission-critical applications (Callidus On-Demand) Commoditized applications and tools (Salesforce.com) Virtual Tenancy Multi-tenant, Separate Database Multi-tenant/ Single Version Heavily customized, version-controlled, dependent applications (Oracle) Managed Hosting Service
    7. 7. On-Demand Reduces TCO The Cost to manage software is four times the purchase price of the software per year Source: The End of Software – Dr. Timothy Chou Microsoft said: “the initial purchase is usually only 5% of the total cost of owning and maintaining a program” On-premise Software Acquisition 1x Maintenance Security / Privacy Performance Change Management Hardware Third Party SW Implementation Costs Upgrades (SW & HW) TCO (total cost of Ownership) 1x 4x 3x 2x On-Demand On-Premise 1-2x
    8. 8. Who else uses Callidus On-Demand? Life Sciences High Technology Financial Services <ul><li>The statistics : </li></ul><ul><li>More than 66,000 payees / 55+ companies </li></ul><ul><li>135 countries around the world </li></ul><ul><li>Proven Reliable (99.97%) and Scalable </li></ul><ul><li>105MM transactions / 80k positions (Aug) </li></ul><ul><li>YTD comp calc’d@ $1B+ (Aug) </li></ul><ul><li>SAS70 Type II Certified </li></ul>Media & Comm
    9. 9. Appendix: Deeper Offering(s) Detail
    10. 10. Callidus On-Demand Details <ul><li>Technical Operations: </li></ul><ul><li>Callidus provides all the necessary hardware, software and support needed to fully utilize the TrueComp ® Enterprise Suite. </li></ul><ul><li>Enterprise hardened data center </li></ul><ul><li>System and Network operations </li></ul><ul><li>All software licenses needed </li></ul><ul><li>Application operations </li></ul><ul><li>Data backup </li></ul><ul><li>Technical support </li></ul><ul><li>New release migration </li></ul>Traditional Premised Solution Business Operations: Complete producer and incentive management outsourcing. Callidus provides personnel for setup, maintenance, and day-to-day producer and incentive management operations under the direction of your sales, sales ops and finance organizations Business Application Application and Business Users Web / App Server Database Operating System Hardware
    11. 11. On-Demand Technical Operations <ul><li>Annual On-Demand Service Technical Operations Includes: </li></ul><ul><ul><li>Data Center : Hardware / Network Operations Center </li></ul></ul><ul><ul><li>Callidus Components : TrueComp ® Manager, TrueInformation ® , TrueAnalytics™ Optional : TrueProducer™, TrueResolution ® </li></ul></ul><ul><ul><li>Third Party Software : OS, DB, WebServer, Actuate, Informatica, </li></ul></ul><ul><ul><li>Hosting Services : @ TechOps Service Level as follows: </li></ul></ul><ul><ul><li>Data Center Provision: Hardened Class A+, Tier IV </li></ul></ul><ul><ul><li>Production Server / HW Environment Provision </li></ul></ul><ul><ul><li>Platinum Support 24x7 with 2 hour response </li></ul></ul><ul><ul><li>Storage Devices: Raid 5 or better </li></ul></ul><ul><ul><li>Security Provision: Physical Location and Data Security </li></ul></ul><ul><ul><li>Firewall / Network Security Services / Intrusion Detection </li></ul></ul><ul><ul><li>Secure Data File Transfer </li></ul></ul><ul><ul><li>Back-up / Recovery Services </li></ul></ul><ul><ul><li>24x7 System Administration & Monitoring, </li></ul></ul><ul><ul><li>24x7 Network Administration & Monitoring, </li></ul></ul><ul><ul><li>24x7 Firewall Administration & Monitoring </li></ul></ul><ul><ul><li>24x7 VPN (if required) Monitoring </li></ul></ul><ul><ul><li>Application / Software Installation & Upgrades </li></ul></ul><ul><ul><li>Application Administration </li></ul></ul><ul><ul><li>Standard SLA package </li></ul></ul><ul><li>Environment Change management </li></ul><ul><li>Documentation of all change requests - CHIPs </li></ul><ul><li>Peer review of proposed change </li></ul><ul><li>Change approval </li></ul><ul><li>Auditing to make sure all tasks are covered </li></ul><ul><li>Version control </li></ul><ul><li>Review audit log </li></ul><ul><li>Plan Move to production (MTP) from Development </li></ul><ul><li>Provide MTP documentation to customer </li></ul><ul><li>Obtain UAT confirmation/approval for MTP </li></ul><ul><li>MTP of compensation plans & Plan elements </li></ul><ul><li>Unit / Integration Testing </li></ul><ul><li>Unit test ODI (data integration / ETL) enhancements </li></ul><ul><li>Unit test hot fixes </li></ul><ul><li>Quality assurance for patches/fixes </li></ul><ul><li>Project plan for system integration test </li></ul><ul><li>Access control </li></ul><ul><li>Audit LDAP and proxy access </li></ul><ul><li>LDAP maintenance </li></ul><ul><li>Problem management </li></ul><ul><li>Repository for known bugs/issues/limitations </li></ul><ul><li>Coordinate tech tickets - manage assignment process </li></ul><ul><li>Provide Callidus tech support / engineering with information and support issue resolution </li></ul>
    12. 12. On-Demand Business Operations (1 of 3) <ul><li>Payee / Agent Administration </li></ul><ul><li>Updating, editing and managing Agent information including: </li></ul><ul><ul><li>Agent demographics </li></ul></ul><ul><ul><li>Agent contracts </li></ul></ul><ul><ul><li>Agent license and appointments </li></ul></ul><ul><ul><li>Agent hierarchies </li></ul></ul><ul><ul><li>Agent schedules </li></ul></ul><ul><ul><li>Other </li></ul></ul><ul><li>Payee / Agent Customer Service </li></ul><ul><li>Responding to agent calls regarding: </li></ul><ul><ul><li>Agent contracting questions/issues </li></ul></ul><ul><ul><li>Agent compensation questions/issues </li></ul></ul><ul><li>Tracking and logging call details </li></ul><ul><li>Provide call center reports on periodic basis </li></ul><ul><li>Compensation Issue Resolution </li></ul><ul><li>Resolving pipeline errors and determining </li></ul><ul><li>impact to payments </li></ul><ul><li>Investigate compensation related issues </li></ul><ul><li>Resolving participant payment issues </li></ul><ul><li>Pipeline debugging </li></ul><ul><li>Pipeline maintenance </li></ul><ul><li>  </li></ul>Includes On-Demand Technical Operations <ul><li>Production </li></ul><ul><li>Comp plan maintenance </li></ul><ul><li>Plan Letter / Report maintenance </li></ul><ul><li>Adjustments </li></ul><ul><li>Updates to setup data via UI </li></ul><ul><li>Complete manual requests </li></ul><ul><li>Pipeline processing </li></ul><ul><li>Comp Plan Change management </li></ul><ul><li>Documentation of all changes </li></ul><ul><li>Peer review change </li></ul><ul><li>Change approval </li></ul><ul><li>Change management controls </li></ul><ul><li>Version control </li></ul><ul><li>Review audit log </li></ul>End-User
    13. 13. On-Demand Business Operations (2 of 3) <ul><li>Production </li></ul><ul><li>Comp plan maintenance </li></ul><ul><li>Plan Letter / Reports maintenance </li></ul><ul><li>Adjustments </li></ul><ul><li>Updates to setup data via UI </li></ul><ul><li>Complete manual requests </li></ul><ul><li>Pipeline processing </li></ul><ul><li>Data Issue Identification/Correction </li></ul><ul><li>Conform customer data files into stock ODI format or </li></ul><ul><li>stage table format </li></ul><ul><li>Review template for auto upload of territories </li></ul><ul><li>Create territories exception template </li></ul><ul><li>Staging titles </li></ul><ul><li>Resolve / trouble shoot data issues in custom tables </li></ul><ul><li>Troubleshooting of validate transfer issues </li></ul><ul><li>Staging variable assignments </li></ul><ul><li>Defining / update useful ODI errors/warnings for customer </li></ul><ul><li>specific data </li></ul><ul><li>Troubleshooting of ODI errors-determine cause to pass to </li></ul><ul><li>tech ops </li></ul><ul><li>Data load troubleshooting (resulting from data errors) </li></ul><ul><li>Add data integration functionality to upload IPL transactions </li></ul><ul><li>Improve IPL notification process </li></ul>Includes On-Demand Technical Operations <ul><li>Understand Customer </li></ul><ul><li>Define new services to be offered to support payees </li></ul><ul><li>Trained on specific customer business & related comp </li></ul><ul><li>plans (non generalist) </li></ul><ul><li>Provide named direct contact(s) for customer </li></ul><ul><li>Provide Account management function for customer </li></ul><ul><ul><li>Prioritize release upgrades and engineering requests from </li></ul></ul><ul><ul><li>Customer perspective </li></ul></ul><ul><ul><li>Customer transition from dev to ops </li></ul></ul><ul><ul><li>Manage, prioritize and level work load of BusOps team </li></ul></ul><ul><ul><li>Help prioritize tech ops activities around customer's production schedule </li></ul></ul><ul><li>Define Roles and Expertise for Each Team Member </li></ul><ul><li>Internal skill development </li></ul><ul><li>Expected level of expertise </li></ul><ul><li>List of accomplished tasks and abilities </li></ul>
    14. 14. On-Demand Business Operations (3 of 3) <ul><ul><li>Enhancements & QA </li></ul></ul><ul><li>QA reporting generated results </li></ul><ul><li>QA comp results </li></ul><ul><li>Comp/reporting enhancements </li></ul><ul><li>Share best practices in plan design </li></ul><ul><li>Development of small scale comp changes </li></ul><ul><li>Measure comp plan effectiveness </li></ul><ul><li>Suggest new / improved comp designs </li></ul><ul><li>Re-engineer slow performing comp designs </li></ul><ul><li>UAT </li></ul><ul><li>Create test plan for user acceptance testing </li></ul><ul><li>Supporting administering customer UAT </li></ul><ul><li>  </li></ul><ul><li>Internal training - career progression into specialties </li></ul><ul><li>  </li></ul><ul><li>Secondary Application Maintenance/Design </li></ul><ul><li>Portal design and maintenance </li></ul><ul><li>TA report extension and maintenance </li></ul><ul><li>TR maintenance and extension </li></ul><ul><li>TP maintenance </li></ul><ul><li>TI report extension and maintenance </li></ul><ul><li>  </li></ul><ul><li>Handbook </li></ul><ul><li>Integrate operations processes into handbook </li></ul><ul><li>Modify customer handbook for new customer </li></ul><ul><li>Update customer handbooks with changes </li></ul>Includes On-Demand Technical Operations
    15. 15. High Level Tech Ops Customer Support Model <ul><li>Callidus Tech Operations Support </li></ul><ul><li>Application experts </li></ul><ul><li>Business process expertise </li></ul><ul><li>Business-specific expertise / knowledge </li></ul><ul><li>Use of applications in business environment </li></ul><ul><li>Data content problem resolution </li></ul><ul><li>Participant in application Release-to-Production </li></ul><ul><li>process </li></ul><ul><li>Application troubleshooting and resolution of 95% of end-user support requests </li></ul><ul><li>Production process monitoring / application event detection and resolution </li></ul><ul><li>Problem resolution of issues related to business process or application </li></ul><ul><li>Super-User / Business Operations </li></ul><ul><li>Trained or “peaked” in application understanding </li></ul><ul><li>Participant in user acceptance testing / validation </li></ul><ul><li>Provides end-user support </li></ul><ul><li>Funnel for enhancement requests </li></ul><ul><li>Knowledgeable of problem escalation process </li></ul><ul><li>Business process expertise </li></ul><ul><li>Prioritizes support requests </li></ul><ul><li>SUN Production/Platform </li></ul><ul><li>Support Coordination </li></ul><ul><li>Systems/network expertise </li></ul><ul><li>Production monitoring / event detection </li></ul><ul><li>Problem resolution of issues not related to business process, data, or application. </li></ul><ul><li>Callidus </li></ul><ul><li>Help Desk / </li></ul><ul><li>Call Center / </li></ul><ul><li>Email </li></ul><ul><li>On-Demand first point of contact </li></ul><ul><li>Problem or request characterizing </li></ul><ul><li>Call tracking, routing </li></ul>Ticket Additional assistance 2 nd Level support 3 rd Level Support 1 st Level Support End-User <ul><li>Technical Support </li></ul><ul><li>Deep systems and application support and problem resolution </li></ul><ul><li>Critical patch creation / </li></ul><ul><li>distribution </li></ul><ul><li>New Business Rqmts and </li></ul><ul><li>enhancements </li></ul><ul><li>Liaison to R&D </li></ul>
    16. 16. Service Level Expectations * The business hours are defined in your service level agreement, and could designate up to 24x7 coverage. The minimum business hours coverage option is 11x5.
    17. 17. Appendix: Technology Detail
    18. 18. Growth over 8 Quarters - Payees

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