TractionForce 2019 - Simplification: The New Paradigm for Change

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This document discusses simplification as a paradigm for change. It outlines Vonage's goals of developing the world's premium contact center platform with over £100m in revenues and 100k seats by 2020. The key priorities for Vonage are to ignite customer advocacy, develop talent, and drive self-sufficiency in new business meetings. Functional reporting lines, geographic target markets, and selling motions are also outlined. The document further discusses initiatives for pricing, order to cash, and internal communications.

Technology

Simplification, a
Paradigm for Change
Guy Sochovsky
VP Business Finance
Applications Group at Vonage

2VONAGE CONFIDENTIAL
Welcome. Welcome. Welcome.
Welcome. Welcome. Welcome.
Welcome. Welcome. Welcome.
Welcome. Welcome. Welcome.
Welcome. Welcome. Welcome.
Welcome. Welcome. Welcome.

8VONAGE CONFIDENTIAL
Market Message: Contact Center Technology & Applications

9VONAGE CONFIDENTIAL
25% GOAL
25% EFFORT
50% EMOTION
Market Message: Customer Experience at a Glance

10VONAGE CONFIDENTIAL
By 2020 we have developed the world’s premium contact center platform for managing live interactions on a global scale with over £100m in revenues and 100k
seats. Culminating into xx Bn interactions
Every live interaction that crosses our platform matters. Whether you live to sell or serve (or both) our goal is to give you the tools you need to deliver better
outcomes for you, your company and your customers.
Customer Success Product Leadership Operational Excellence
Trusted advisor, evidence by repeat sales &
references
Recognized as an innovative, market leading
solution
Control & visibility of business processes combined
with an inspired workforce
Vision
Mission
Strategic
Themes &
results
Company Priorities

11VONAGE CONFIDENTIAL
Company Priorities
Laying the foundations for future delivery
acceleration and successful Omnichannel
product launch
1
Ignite Customer Advocacy2
Develop a leading ability to attract and hire
quality talent
3
Drive self-sufficiency for >75% of New Business
meetings
4

12VONAGE CONFIDENTIAL
Organizational Detail
Functional
Reporting Lines10
GTM Regions5
Target market
segments3
Selling motions3
Functional
Reporting Lines6
GTM Regions3
Target market
segments1
Selling motions2

13VONAGE CONFIDENTIAL
Pricing & Order to Cash
SALES KICK OFF 2017
Company Confidential
End-State Target
15
Order Form
CONTRACT PACKAGE
MSA / Model
Clauses
SSD
Service
Descriptions
BILLING PAYMENT
NVM
Product
PRICE BOOK
3rd Party
Product
Subscription
Usage /
Variable
Collections
Commission
Offer
CPQ
Order
All Core Data consistent &
visible across one platform
1 Reduced contracted friction
& speed of invoicing
2 Removal of failure demand
driving higher cash collection
3
Q1 Target Deliverables Q2 Target Deliverables Q3 Target Deliverables Q4 Target DeliverablesSKO Target Deliverables
Upgrade CPQ / Price Bk Multi-Dimensional Quote Revised Invoice & Order Subscription Billing Billing & Order Portal

16VONAGE CONFIDENTIAL
Internal Communications

17VONAGE CONFIDENTIAL
Internal Communications

18VONAGE CONFIDENTIAL
Did it Work?
Highest Rated Solution in contact
center category
440+

19VONAGE CONFIDENTIAL
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TractionForce 2019 - Simplification: The New Paradigm for Change

1. Simplification, a Paradigm for Change Guy Sochovsky VP Business Finance Applications Group at Vonage

2. 2VONAGE CONFIDENTIAL Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome. Welcome.

3. 3VONAGE CONFIDENTIAL

4. 4VONAGE CONFIDENTIAL

5. 5VONAGE CONFIDENTIAL

6. 6VONAGE CONFIDENTIAL

7. Simplify.

8. 8VONAGE CONFIDENTIAL Market Message: Contact Center Technology & Applications

9. 9VONAGE CONFIDENTIAL 25% GOAL 25% EFFORT 50% EMOTION Market Message: Customer Experience at a Glance

10. 10VONAGE CONFIDENTIAL By 2020 we have developed the world’s premium contact center platform for managing live interactions on a global scale with over £100m in revenues and 100k seats. Culminating into xx Bn interactions Every live interaction that crosses our platform matters. Whether you live to sell or serve (or both) our goal is to give you the tools you need to deliver better outcomes for you, your company and your customers. Customer Success Product Leadership Operational Excellence Trusted advisor, evidence by repeat sales & references Recognized as an innovative, market leading solution Control & visibility of business processes combined with an inspired workforce Vision Mission Strategic Themes & results Company Priorities

11. 11VONAGE CONFIDENTIAL Company Priorities Laying the foundations for future delivery acceleration and successful Omnichannel product launch 1 Ignite Customer Advocacy2 Develop a leading ability to attract and hire quality talent 3 Drive self-sufficiency for >75% of New Business meetings 4

12. 12VONAGE CONFIDENTIAL Organizational Detail Functional Reporting Lines10 GTM Regions5 Target market segments3 Selling motions3 Functional Reporting Lines6 GTM Regions3 Target market segments1 Selling motions2

13. 13VONAGE CONFIDENTIAL Pricing & Order to Cash SALES KICK OFF 2017 Company Confidential End-State Target 15 Order Form CONTRACT PACKAGE MSA / Model Clauses SSD Service Descriptions BILLING PAYMENT NVM Product PRICE BOOK 3rd Party Product Subscription Usage / Variable Collections Commission Offer CPQ Order All Core Data consistent & visible across one platform 1 Reduced contracted friction & speed of invoicing 2 Removal of failure demand driving higher cash collection 3 Q1 Target Deliverables Q2 Target Deliverables Q3 Target Deliverables Q4 Target DeliverablesSKO Target Deliverables Upgrade CPQ / Price Bk Multi-Dimensional Quote Revised Invoice & Order Subscription Billing Billing & Order Portal

14. 14VONAGE CONFIDENTIAL Alliances Team

15. 15VONAGE CONFIDENTIAL Alliances Team

16. 16VONAGE CONFIDENTIAL Internal Communications

17. 17VONAGE CONFIDENTIAL Internal Communications

18. 18VONAGE CONFIDENTIAL Did it Work? Highest Rated Solution in contact center category 440+

19. 19VONAGE CONFIDENTIAL Keep It Simple Stupid