This global software company was struggling to manage licenses across nine different systems from recent acquisitions. This caused delays, errors and a poor customer experience. They implemented SafeNet's Sentinel EMS to streamline licensing which integrated easily and automated processes. This centralized management of licenses, reduced support calls by 48% and enabled faster order fulfillment and a better customer experience.

1. CEO, CIO, Operations, Engineering,
Sales and Customer Support team
up with SafeNet to streamline and
automate the licensing of their
software products.
CASE STUDY
Sentinel EMS easily integrated into company systems, enhancing existing workflows without having to redesign or change
any existing mission critical components.
Background
This global leader in enterprise resource planning software and Challenge
services provides ERP, CRM, HR, Financial and Supply- Chain • Rapid Delivery - Unify and automate the licensing of software
Management software specifically tailored to a number of products
industries such as healthcare, finance, banking, manufacturing and • Scalability - Ensure operational systems can handle the
government. Their suite of innovative software provides end-user licensing needs of new products and can deliver licenses in
tools for overcoming strategic obstacles specific to their sector and the most efficient manner to end users and partners
has taken years to build and perfect. • Reporting - Gain customer insight and better utilize up-selling
As their product portfolio continued to grow, supporting the various and cross-selling market opportunities
licensing systems and processes was becoming unmanageable. • Efficiency - Minimize the headcount needed to support licensing
They required a robust solution that could streamline all of their
proprietary systems. This universal system needed to seamlessly
integrate with their back-office systems to enable complete Solution
software license visibility across the organization. • SafeNet’s Sentinel EMS
The Business Challenge
With over 6,000 customers worldwide spread across 23 locations Results
they are an extremely successful organization. However, as their • Automated license registration with centralized portal
customer base continued to grow and product lines began to management significantly reduces errors and mistakes
multiply, the company began experiencing internal difficulties. • License generator-agnostic design centrally manages disparate
license systems with reduced integration complexity, cost
In a matter of three years they had acquired four companies. Each and time
new acquisition brought its own set of products, technologies and • Advanced data collection and reporting identifies new revenue
licensing models. According to their CEO, “These acquisitions really opportunities with flexible and easy-to-use tracking tools
allowed us to expand on and diversify our offering to better meet • Enables better internal communication and processes, faster
our customers’ needs, but it left us with nine different licensing turn around times and a much improved customer experience
systems for our engineering teams to maintain.”
EMS
Sentinel EMS Case Study 1

2. In fact, it was not just the Product Management and Engineering
teams that were suffering. These disparate licensing systems The Solution:
were affecting almost every department within the company, not The organization chose SafeNet Sentinel EMS, licensing
to mention the repercussions that were filtering down to their entitlement and management system, to streamline the back
customers. “My team could not even focus on our core business office licensing process. A few of their products were already
because 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-agnostic
all of these hoops to onboard and support customers was expensive with existing hooks to support Sentinel RMS, but architected
and the cost was unjustifiable. Furthermore, the company was to support any type of licensing. Therefore, there was no
allocating all of these additional resources in vain, as the process development required for the product lines that were already
was 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 EMS
It was clear that the current software solution was affecting
supports the implementation of plug-ins that can call other
everyone within the company. What was unclear was how to fix the
licensing solutions.
problem or which department should take on the responsibility. As
the Operations Director indicated, “The procedures required for With Sentinel EMS’ robust set of web services, integration
fulfilling a product and registering a customer were painful. In with existing back office systems allowed for streamlining and
some 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 with
systems we had in place were outdated. Product lines needed to SAP and SalesForce.com. SafeNet’s Professional Services Group
be standardized.” provided implementation services to get them up and running
and training services to prepare their IT organization to support
The company’s CIO stated her perspective: “My team was
and maintain the solutions moving forward.
maintaining a mix of homegrown and third party licensing
systems which was only supposed to entail a small percentage
of their job requirements. Keeping them running was already
consuming the IT department, let alone allocating the time or
skills necessary for a complete overhaul.”
Simultaneously, the Sales team was reporting that customers were
complaining that they had not received their products or that the
software was not working at all. The Sales SVP said, “Our team was
already frustrated by the lack of customer visibility around our
products, which made it difficult to up-sell current customers—
but when new customers were calling because they were still
waiting to receive their software after a month, we were livid.
Time was now being allocated to assisting unhappy customers
instead of generating new accounts and revenue.”
Disparate systems were hindering internal communications and
resources and sucking time from a number of departments within
the organization. Furthermore, the current customer experience
was suffering and that dissatisfaction was trickling over into
prospective customers. Something had to change.
The Journey
From the beginning it was apparent that the organization would
not be building this new system internally. Moreover, even
with third party help, they were not looking forward to ripping
out current licensing. As the Head of Engineering put it, “The
implementation required recoding all of our products, which was
a huge commitment to make. And even after the implementation
was complete we were still responsible for supporting the old
licensing technology for current customers until they migrated to
the new system.”
Sentinel EMS Case Study 2

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
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©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) A4-09.23.11
Sentinel EMS Case Study 3