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ALTITUDE 2019 | Automate Your Team Out of (Boring) Jobs with SaaS Operations

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Drafting a detailed business case is an effective way to get the approval and support of senior management to implement new initiatives and purchase new software. Join this session with Karel vanBeekom, IT manager at Justworks, for a first-hand account about the benefits of SaaS Operations tools and how to write a business proposal that will justify a purchase to higher-ups from an experienced IT leader.

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ALTITUDE 2019 | Automate Your Team Out of (Boring) Jobs with SaaS Operations

  1. 1. Automate your Team Out of (boring) Jobs with SaaS Operations Karel vanBeekom, IT Manager @ Justworks
  2. 2. #SaaSOps Your Team deserves Better...
  3. 3. #SaaSOps Introductions Scaling IT Support Scaling with SaaSOps Recap
  4. 4. #SaaSOps Introductions
  5. 5. #SaaSOps The Name Game Karel vanBeekom
  6. 6. #SaaSOps “CARL”
  7. 7. #SaaSOps “CAROL”
  8. 8. #SaaSOps “Kar-El”
  9. 9. #SaaSOps ...since you asked..
  10. 10. #SaaSOps Karel Capek R.U.R.
  11. 11. #SaaSOps Karel Capek R.U.R.
  12. 12. #SaaSOps Karel Capek R.U.R.
  13. 13. #SaaSOps Karel Capek R.U.R.
  14. 14. #SaaSOps
  15. 15. #SaaSOps
  16. 16. #SaaSOps
  17. 17. #SaaSOps
  18. 18. #SaaSOps Meet Justworks
  19. 19. #SaaSOps Our mission is to help entrepreneurs and businesses grow with confidence. BENEFITS PAYROLL HR TOOLS COMPLIANCE
  20. 20. #SaaSOps We do this through our simple, seamless platform.
  21. 21. #SaaSOps ISAAC OATES CEO and Founder DAVID FEINBERG VP, Risk & Insurance Programs MIKE GRETEN SVP, Finance and CFO CAMILLA VELASQUEZ SVP, Marketing JASON WHITMAN VP, Customer Success MARIO SPRINGER VP & General Counsel, Legal ROBERT LOPEZ SVP, Sales Experienced Leadership
  22. 22. #SaaSOps A History of Growth 2015 Series B – $13M Aetna launches 40+ employees 2014 Series A – $6M Market launch 20+ employees Isaac codes first version of Justworks 2012 2016 Series C – $33M Benefits Center launches 120+ employees 2013 Seed – $200K First employees start 2017 Certified as CPEO by IRS DC & Boston launch 240+ employees 2018 Series D $40M LA & Dallas/Austin launch 415+ employees
  23. 23. #SaaSOps
  24. 24. #SaaSOps Designed to Make Employers and Employees Happy EMPLOYERS EMPLOYEES We make it easy to take care of your team. It’s easy to say “yes” to your dream job.
  25. 25. #SaaSOps Best of Both Worlds Justworks Legacy PEOs Modern HR SaaS All-in-one solution, including compliance support Yes Yes No Rich benefits plans Yes Yes No Tech-forward platform Yes No Yes Seamless self-onboarding for employees Yes No Yes 24/7 support Yes No No Agile, customer-driven product development Yes No Yes
  26. 26. #SaaSOps
  27. 27. #SaaSOps #SQUAD Karel vanBeekom Jo Neuberg Shahid Cook Neggme Elreda Ruby Tony Vang
  28. 28. #SaaSOps IT Tech Stack at Justworks
  29. 29. #SaaSOps IT by the Numbers (last quarter) ~2000 Jira tickets 180 New Hires Over 650 individuals 4 IT Engineers
  30. 30. #SaaSOps Scope of Support ● Hardware Lifecycles ● Connectivity ● Audio/Visual ● Conferencing ● Accounts Administration ● MDM ● Security ● Compliance ● Projects, Requests, & ● EMERGENCIES
  31. 31. #SaaSOps 600 vs 4…
  32. 32. #SaaSOps How many teams of 1?
  33. 33. #SaaSOps Problems of Scale
  34. 34. #SaaSOps Scaling IT against a scaling company How long does it take to configure someone’s accounts manually? How often is IT asked to action on a security event or audit? How many errors does the average person make per hour when performing repetitive tasks? How many people’s bosses or executives expect them to drop what they’re doing whenever there’s a perceived ‘emergency’? How long does it take to configure someone’s accounts manually? How many well-rested, work/life balanced humans does it take to manage all the requests IT teams field?
  35. 35. #SaaSOps
  36. 36. #SaaSOps
  37. 37. #SaaSOps
  38. 38. #SaaSOps From an ‘IT Perspective’
  39. 39. #SaaSOps IT Requests
  40. 40. #SaaSOps
  41. 41. #SaaSOps Feel the Change Coming
  42. 42. #SaaSOps
  43. 43. #SaaSOps Enter the SaaS
  44. 44. #SaaSOps Now that you know there needs to be a Change...
  45. 45. #SaaSOps ...You need a plan
  46. 46. #SaaSOps Feel the Change Identify Risks Crunch the Numbers Form an Alliance Present w/Confidence!
  47. 47. #SaaSOps Feel the Change Coming
  48. 48. #SaaSOps Become the Change
  49. 49. #SaaSOps Agents of Change
  50. 50. #SaaSOps Identify the Risks Human Error Exposure Burnout
  51. 51. #SaaSOps Human Error
  52. 52. #SaaSOps ● Slips and Lapses – made inadvertently by experienced operators during routine tasks; ● Mistakes – decisions subsequently found to be wrong, though the maker believed them to be correct at the time; and ● Violations – deliberate deviations from rules Active Errors
  53. 53. #SaaSOps ● Job – distractions, lack of time, inadequate procedures, poor lighting or extremes of temperature; ● Human – physical ability, competency, fatigue, stress or drugs; ● Organisational – work pressure, long hours or insufficient supervision; and ● Plant and equipment – poor equipment design or workplace layout. Latent Errors
  54. 54. #SaaSOps Multitasking? ...more like NO-tasking
  55. 55. #SaaSOps
  56. 56. #SaaSOps Exposure of Data
  57. 57. #SaaSOps https://www.inc.com/joe-galvin/60-percent-of-small-businesses-fold-within-6-months-of-a-cyber-attack-heres-how-to-protect-yourself.html
  58. 58. #SaaSOps https://www.ibm.com/security/data-breach
  59. 59. #SaaSOps
  60. 60. #SaaSOps Burnout!
  61. 61. #SaaSOps Crunch the numbers
  62. 62. #SaaSOps The Cost of Personnel
  63. 63. #SaaSOps
  64. 64. #SaaSOps Tasks scale faster than staff Years Company Headcount IT Headcount (actual people) Requests per week (50%) Requests per IT Headcount Annual IT Salary Budget 1 100 1 50 50 $83k 2 150 1 75 75 $83k 3 225 2 111 55 $166k 4 340 3 170 57 $249k 5 610 4 305 76 $342k 6 905 6 452 75 $508k 7 1355 10 777 78 $830k
  65. 65. #SaaSOps The Cost of Manual Labor Year 5 ($6 x 610) x 12 = $43,920 Year 6 ($6 x 905) x 12 = $65,160 Year 7 ($6 x 1355) x 12 = $97,560
  66. 66. #SaaSOps The Cost of Exposure
  67. 67. #SaaSOps Form an Alliance
  68. 68. #SaaSOps Security
  69. 69. #SaaSOps
  70. 70. #SaaSOps Legal
  71. 71. #SaaSOps Finance
  72. 72. #SaaSOps Assemble!
  73. 73. #SaaSOps
  74. 74. #SaaSOps Present with Confidence!
  75. 75. #SaaSOps Real JWHQ examples Audits & Reports Accounts Administration
  76. 76. #SaaSOps Audits & Reports
  77. 77. #SaaSOps
  78. 78. #SaaSOps
  79. 79. #SaaSOps Administering Accounts (manually)
  80. 80. #SaaSOps
  81. 81. #SaaSOps ● 75% finish their work faster when multitasking ● 48% feel multitasking disrupts short term memory ● 38% say multitasking increases their stress level ● 32% admit to making more mistakes when multitasking
  82. 82. #SaaSOps
  83. 83. #SaaSOps Improved Utilization / Work-Life Balance Overall cost savings Insight and Alerts More Accuracy More time for Creative work, Investigation, Testing, Experiments, Trials, Learning, etc
  84. 84. #SaaSOps
  85. 85. #SaaSOps What will the humans do now?
  86. 86. #SaaSOps ● Critical Thinking ● Strategy ● Improvisation ● Creativity ● Empathy & Interpersonal communication ● Imagination ● Learning & Synthesis Do What Humans Do
  87. 87. #SaaSOps Auto-Provision/DeProvision Accounts Administration
  88. 88. #SaaSOps
  89. 89. #SaaSOps
  90. 90. #SaaSOps
  91. 91. #SaaSOps
  92. 92. #SaaSOps RECAP!
  93. 93. #SaaSOps Feel the Change, Be the Change
  94. 94. #SaaSOps Identify the Risks
  95. 95. #SaaSOps Crunch The Numbers
  96. 96. #SaaSOps Form an Alliance
  97. 97. #SaaSOps Change Agency is Key
  98. 98. #SaaSOps Thank Yous
  99. 99. #SaaSOps Contact Me @youknowkarel on Twitter Karelvanbeekom on LinkedIn

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