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The Future of the Services Industry

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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.

Published in: Business, Technology

The Future of the Services Industry

  1. 1. The Future of the Services Industry:“Quote to Cash” for Services Business<br />Darin Archer<br />Vice President, Professional Services<br />
  2. 2. Company Quick Facts:<br />Background<br />Enterprise software company<br />CRM/ERP Type Functionality for Property & Casualty Insurance Carriers<br />50-100 employees<br />Key Pain Services Points:<br /><ul><li>Lack of Transparency
  3. 3. Monthly Write-offs
  4. 4. Resource Visibility
  5. 5. Lost Revenue
  6. 6. Overhead</li></li></ul><li>Vision<br /><ul><li>Real-Time Visibility
  7. 7. Metrics-Driven Management
  8. 8. P/L Reporting
  9. 9. Transparency Across All Work for Customers & Company
  10. 10. Projects Active
  11. 11. Resource Allocation
  12. 12. Support Issues Open
  13. 13. Billing</li></li></ul><li>Tools<br />Sales & Support<br />Single view of customers<br />Better visibility into pipeline<br />Ability for more easily forecast revenues<br />Project & Time Tracking<br />Transparency into the work both internally and to customers<br />Better manage resource schedules<br />Track projects<br />Collaborate with customers<br />Finance & Accounting<br /><ul><li>Expense Reporting
  14. 14. Contract to Invoice</li></li></ul><li>ProServ Project Work Approach & Results<br />$<br />$<br />$<br />Hrs<br />$<br />Salesforce Opportunities<br />OpenAir Projects<br />QuickBooks Invoices<br /><ul><li>Resource Scheduling
  15. 15. Time Tracking to Plan with Democratized Estimates
  16. 16. Project Billing & Expense Tracking
  17. 17. Work Remaining
  18. 18. Increased project delivery
  19. 19. Services Sales Management
  20. 20. Forecasting & Planning
  21. 21. Sales View of Customer Engagements
  22. 22. Decreased invoice cycle
  23. 23. Reduced overhead costs
  24. 24. Automated Expense Management</li></ul>© 2010 ISCS, Confidential<br />
  25. 25. Customer Support Approach & Results<br />Salesforce Cases<br /> &Customer Portal<br />OpenAir Projects<br />QuickBooks Invoices<br /><ul><li>Profitability of Maintenance Agreements
  26. 26. Time Spent on Issues Captured
  27. 27. Complete Visibility of Customer Issues
  28. 28. Financial Tracking
  29. 29. Progress Reported by Timesheets
  30. 30. Show Customer Value of Maintenance Agreement
  31. 31. Allow For Quick Billable Requests</li></ul>© 2010 ISCS, Confidential<br />
  32. 32. The Future of the Services Industry:“Quote to Cash” for Services Business<br /><ul><li>Improved Customer Satisfaction
  33. 33. Reduced Overhead
  34. 34. Informed Decisions</li>

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