On this webinar, MMI discusses ways the technology channel can improve recurring service revenues with service automation strategies. Also covered were: The top key findings from a recent service complexity survey What motivates a provider to invest in service automation How not making an investment in service automation can negatively impact your business 5 steps that will help increase your service revenue capture

1. 5 STEPS TO MAXIMIZE
RECURRING REVENUES WITH
SERVICE RENEWAL
AUTOMATION
Hosted by: Managed Maintenance, Inc.
August 17, 2017 1:00 P.M. ET

2. ABOUT YOUR HOSTS
Scott Uttenreither | Senior Business
Development Manager, MMI
David Boim | President, DSB & Associates

3. OVERVIEW OF TODAY’S WEBINAR
▪ Overview of the top key findings from MMI’s recent service
complexity study.
▪ What motivates a provider to invest in service renewal
automation?
▪ How not making an investment can negatively impact your
business.
▪ 5 steps that will help increase your service revenue capture.

4. TACTICS TO HELP YOU MAXIMIZE YOUR
BUSINESSES RECURRING SERVICE REVENUES?
1. Customer-facing Portal
2. Data is King
3. Automation
4. Capturing Key Data Points
5. Integrated Contract Management, Quoting & Billing
Before we dive into these, let’s review some industry stats in these areas.

5. THE RESULTS ARE IN!
Who are they, how did they rank, and why is it
important to your business?
MMI recently surveyed the contract management
and service delivery processes for leading
technology providers.

6. COMPLEXITY SURVEY RESULTS:
RESPONDENT PROFILES
41%17%
31%
10%

7. of respondents believe their
renewal rates are
SURVEY RESULTS
NOT CURRENTLY
MEETING INDUSTRY STANDARDS.
52%

8. of respondents rely on
SURVEY RESULTS
to load and manage customer
asset and contract data.
MANUAL INTERVENTION
43%

9. of respondents
SURVEY RESULTS
use customer data to identify
upsell & cross-sell opportunities.
DO NOT
69%

10. of respondents currently
SURVEY RESULTS
at the time of sale.
track service attach data
26%

11. of respondents actively
SURVEY RESULTS
of upcoming renewals.
notify downline customers
59%

12. SURVEY RESULTS
Of those, 63% are sending
these notifications
manually.
63%

13. of respondents depend on
dedicated renewal teams
SURVEY RESULTS
to process renewal quotes.
72%

14. of respondents report
difficulty aggregating customer data
SURVEY RESULTS
into a single view.
85%

15. SURVEY RESULTS
A majority of respondents rely on a minimum
of 2+ systems to gain accurate views of
service renewal opportunity.
How many systems does your
business need to pull from?

16. WHAT MOTIVATES A
PROVIDER TO INVEST IN
SERVICE AUTOMATION?

17. ACQUISITION DRIVES THE NEED FOR A
RENEWAL AUTOMATION SOLUTION
▪ Lenovo acquired IBM’s x86 Server business which brought a
new recurring revenue source from maintenance and support
contracts
▪ This business was a departure from Lenovo’s existing PC and
Think Server businesses
▪ Initially, Lenovo was able to leverage IBM’s systems, tools, and
processes, but this option was costly and not a long-term
solution

18. THIS PLATFORM (SOLUTION) HAD TO:
▪ Manage their X86 support business
▪ Support (and provide access to) a global sales channel
▪ Deliver multi-currency | multi-language functionality
▪ Streamline end-to-end quoting and billing processes
▪ Transform recently acquired data into meaningful sales information
▪ Reduce costs
▪ Automate (complex) legal contracting processes
“With Lenovo’s acquisition of IBM’s x86 server business, we needed an end-to-end services
sales and contract management system that could support both our direct sales and
channel networks around the world. “MMI offered a solution that enabled a smooth and
quick transition to a single, global process with no business disruption thus far.”
Roger Mark, Executive Director, Business Transformation, Lenovo.

19. Even if you don’t have a major acquisition on the
horizon, you may be facing many of the same
complex issues.

20. EXAMPLES OF COMPLEX PROBLEMS THAT CANNOT BE SOLVED
BY SIMPLE OR OFF-THE-SHELF SOLUTIONS
▪ Global business requirements (multi-language / multi-currency)
▪ Managing multiple products | OEMs
▪ Difficulty aggregating data
▪ Tracking service attach, registration, and renewal data
▪ Providing multi-tiered access to downline channel
▪ No internal | external (custom) reporting capabilities
▪ Integrated CM, quoting, and billing
▪ Manual Data intervention
▪ Need for quote or billing Automation
▪ Need for legal contract automation

21. HOW CAN CHOOSING THE STATUS QUO
IMPACT YOUR BUSINESS?
▪ Poor/unreliable data
▪ Increased operational costs
▪ Revenue & profit loss
▪ Inaccurate forecasting
▪ Missed sales opportunities
▪ Customer attrition
▪ Poor renewal rates

22. IS CUSTOM SOFTWARE DEVELOPMENT THE
RIGHT ANSWER FOR YOU?
IF YES, SHOULD I BUILD OR BUY?
▪ Will building my own software offer a competitive advantage?
▪ Do I have the right resources for custom software development in house?
▪ Do these resources truly understand the business requirements of a custom-built solution?
▪ Do you have business needs that cannot be completely answered with a commercially-
available product?
▪ Do you need features that OTS solutions do not offer?
▪ Have you tried existing software, and the complications created by trying to force OTS
software to fit your business needs outweighed the advantages

23. 5 ACTIONABLE STEPS
YOU CAN IMPLEMENT TO
MAXIMIZE RECURRING
REVENUES

24. 1. Customer-facing portal - Build customer
loyalty and trust by delivering services and
value-added solutions that differentiate your
business from the competition.

25. 2. Data is King - Pull multiple data sources and
systems, within the organization and the
channel, to ensure there are no gaps in the
intelligence required to properly manage
service lifecycles.

26. 3. Leverage automation to streamline business
processes, increase client satisfaction, maximize
identification of sales opportunities, and lower
the cost of delivery.

27. 4. Capture registration and service attach data at
the time of sale to assist in creating a 360-
degree view of your service and support
business.

28. 5. Consider a solution that offers integrated
contract management, quoting, and billing to
accelerate the conversion of sales opportunities
into revenue.

29. IDENTIFYING A SOLUTION THAT MEETS
YOUR NEEDS.
▪ Provides multi-tier access to contract and renewal data
▪ Provide an avenue to seamlessly facilitate quoting
▪ Customize with your branding and global business
processes
▪ Integrates with existing business systems
▪ Be able to scale with the business
▪ Expertise of provider architecting | delivering the
solution

30. ONEview is a contract management data engine tailored to the
business requirements of technology providers – simplifying the
complexities around managing contracts, services, billing, and quoting.
Most “Out of the Box” or “Off the Shelf’ software packages do not
readily address complex and multi-tiered contract environments
typically had by multi-channel Technology Providers.

31. Tina Lux-Boim
President & CEO
Lina Sosa
VP of Business Execution
Claire Millsap
Director of Product
Development
Pierre
Matthieu
Chief Technology Officer
Scott
Uttenreither
Senior Business
Development Manager

32. THANKS FOR
JOINING!
To learn more about MMI solutions targeted to eliminate
complexity in the technology supply chain, please contact
infor@managedmaint.com or request a demo at
www.managedmaint.com/oneviewrequest.