1.
Single Source Educational Series: PROFIT HUNTERS Finding Savings Solutions in a Treacherous Economy A Series of Presentations.

2.
Moderator Kevin Dudevoir VP, Channel Management Industry Trends Cory Rhodes VP, Partner Development & Advocacy Applications Brian Barbato Senior Business Solutions Consultant A Series of Presentations.

3.
<ul><li>Single Source & industry role </li></ul><ul><li>Experience… Since 1985 </li></ul><ul><li>Expertise… Best in Class customers </li></ul><ul><li>Resource… Aberdeen analysts seek our input first </li></ul><ul><li>Responsibility… The service industry must be profitable for all of us to be profitable. “We’re in this together” </li></ul>BACKGROUND (& why we host webinars)

4.
<ul><li>We know you’re facing: </li></ul><ul><li>- Nervous economy </li></ul><ul><li>- Market demands, customer expectations </li></ul><ul><li>Competitive pressure </li></ul><ul><li>Commodization of products </li></ul>Moderator BACKGROUND…the need

5.
SOLUTIONS & STRATEGY <ul><li>HUNT! </li></ul><ul><li>Retain profits that are escaping </li></ul><ul><li>Capture easy targets right at your door </li></ul><ul><li>Identify the lurking, invisible, unknown </li></ul><ul><li>Plan, set trap, lure the big game </li></ul><ul><li> </li></ul>

6.
The Business of Service. “ Leading companies looking for profit margin, revenue, growth and competitive advantages are now crafting new business models and deploying technology solutions to more strategically leverage their service operations.” --Aberdeen’s The Emergence of the “Chief Service Officer” Benchmarking the Prominence of Service Management in the Corporate Agenda

7.
SOLUTIONS & STRATEGY Customer dissatisfaction Low field service resolution rates. Delays due to missing parts or equipment In efficient scheduling and dispatch Miscommunications Limited access to historicals. Duplication of efforts. Dual entries. Failure to up-sell extended warranties. Low renewal rates for maintenance contracts Hunting tactic #1 Retain profits that are escaping

8.
The Business of Service. Jack McAvoy, industry analyst, wrote in November, 2008 Analyst Insight : “ In order to reduce the impact of economic slowing, “Top firms are optimizing processes, breaking down silos of automation and embracing technologies that enable a holistic, integrated...operation in pursuit of bettering customer satisfaction and improving overall efficiency.”

9.
The Business of Service. July 28 th Aberdeen benchmark report, survey of 150 companies indicated that in order to reduce the impact of the slowing economy they are: 47% …Scrutinizing initiatives and expenses 24%... Accelerating improvement and automation initiatives to reduce costs 11% …Aggressively marketing service as an alternative to asset replacement. 7%....Considering alternative technology model (SaaS and leasing) 7%....Passing costs back to customers 4%....Holding off major technology purchases

10.
SOLUTIONS & STRATEGY <ul><li>Hunting tactic #2 </li></ul><ul><li>Capture Easy Targets. </li></ul><ul><li>Capture the easy, sure opportunities to improve productivity or save costs (the low hanging fruit) like: </li></ul><ul><li>Example: Equipping field technicians </li></ul><ul><li>with mobile devices </li></ul>

11.
The Business of Service. “ Service companies are increasingly deploying mobile field service solutions to hike capacities for work orders completed per day, minimize idle and misspent clock time and build incremental service revenue streams.” Best-in-class companies reported Performance improvement from Deploying mobile field solution: 27%...Worker productivity 19%...Customer satisfaction 17%...Overall profitability 13%...Service revenues Source: Best Practices in Mobile Field Service, Aberdeen

12.
SOLUTIONS & STRATEGY <ul><li>Hunting tactic #3 </li></ul><ul><li>Spot the invisible, lurking, unknown... </li></ul><ul><li>You may not know what opportunities are out there, where or why. </li></ul><ul><li>Solutions: </li></ul><ul><li>Analytics, Data, Details! </li></ul><ul><li>… for informed decision-making and identifying opportunities for improvement. </li></ul><ul><li>… collecting data on service orders and warranties to aid engineering in improving product design </li></ul><ul><li>-Improve Resolution rates! </li></ul><ul><li>… Once you have the analytics, you likely will be able to improve </li></ul><ul><li>resolution rates, spot bottlenecks and shorten the call-to-cash cycle </li></ul>

13.
The Business of Service. -Rolling a truck to complete a service order costs on average $263 - 45% of jobs not completed on the first-call, require 1.5 additional dispatches. - Resolution rate directly affects workforce efficiency –therefore, savings and profit opportunities. -Resolution rates vary dramatically: Best-in-class…86% first-time fix rate Average…63% first-time fix rate Laggard…31% first-time fix rate -Within the same company, resolution rates per technician can vary greatly, -Dispatching the wrong technician (missing a certification or proper training) without the right tools and right parts can also hamper resolution rates. Source: Aberdeen Field Service Scheduling and Routing, June, 2008

14.
SOLUTIONS & STRATEGY <ul><li>Hunting tactic #4 </li></ul><ul><li>Plan for the Big Game. </li></ul><ul><li>Some profit opportunities are long-term, requiring careful planning…like adding new revenue streams from enhanced services </li></ul><ul><li>Multi-level service contracts (continued revenue from renewals!) </li></ul><ul><li>Extended warranties (profit margins can be as high as 200%) </li></ul><ul><li>Installations (opportunity to cross-sell, up-sell) </li></ul><ul><li>Installing and servicing other like products. </li></ul><ul><li>Point of sale </li></ul>

15.
SOLUTIONS & STRATEGY

16.
Single Source Platforms SM-Plus ERP SM-Plus for Infor ERP SyteLine SM-Plus for Sage MAS 500 SM-Plus Service Management-Plus Three platforms. Three excellent options.

17.
Platform Focus: Infor ERP SyteLine Infor SyteLine ERP is recognized as the optimal manufacturing ERP because of its ability to manage: Shop floor scheduling Distribution Use of resources Shipping HR and CRM functions

18.
Platform Focus: Infor ERP SyteLine Several productivity tools have been developed to integrate to SM-Plus for Infor ERP SyteLine, including: Credit Card Interface Mobile Web Tax Interface Outside Process Management Workbench Instant Order Fulfillment Request for Quote Advanced Plant Maintenance Return Material Authorization Point of Sale Executive Dashboard

19.
Platform Focus: Sage MAS 500 SM-Plus seamlessly integrates to Sage MAS 500 to create a business solution ideally suited for small to medium distribution, manufacturing companies which sell, repair or service a high volume of products, requiring substantial accounting and business support.

20.
Key Business Issues <ul><li>Responsiveness. How quickly do you respond to a Service Request? </li></ul><ul><li>Resources. Do you have the necessary materials and technicians on hand to </li></ul><ul><li>react quickly? </li></ul><ul><li>- Visibility. How often is service delayed due to lack of visibility of service repair </li></ul><ul><li>activity ? </li></ul><ul><li>Monitoring. Do you monitor warranty contracts to maximize service revenues </li></ul><ul><li>and identify problem areas? </li></ul><ul><li>Analytics. Do you know what it costs to service and maintain your customers’ </li></ul><ul><li>equipment, machines, tools, and fixtures? </li></ul><ul><li>- Proactive. Are you proactive in up-selling contracts and renewals? </li></ul>

21.
Call Center SM-Plus ERP

22.
Call Center SM-Plus integrating to Infor SyteLine

23.
Call Center SM-Plus integrating to Sage MAS 500

24.
Service Orders SM-Plus ERP

25.
Service Orders SM-Plus integrating to Infor SyteLine

26.
Service Orders SM-Plus integrating to Sage MAS 500

27.
Analytics SM-Plus ERP

28.
Analytics SM-Plus integrating to Infor SyteLine

29.
Analytics SM-Plus integrating to Sage MAS 500

30.
Schedule Board SM-Plus integrating to Sage MAS 500

31.
Schedule Board SM-Plus ERP

32.
Schedule Board SM-Plus integrating to Infor SyteLine

33.
Mobile SM-Plus ERP

34.
Mobile SM-Plus integrating to Infor SyteLine

35.
Mobile SM-Plus integrating to Sage MAS 500

36.
Recap Improved Efficiency Higher Productivity Increased profits Enhanced customer loyalty

37.
Recap <ul><li>Single Source Service Management-Plus (SM-Plus) </li></ul><ul><li>helps companies gain efficiencies, improve savings, drive profits and enhance customer loyalty by managing: </li></ul><ul><ul><li>Call center </li></ul></ul><ul><ul><li>Service history </li></ul></ul><ul><ul><li>Work orders </li></ul></ul><ul><ul><li>Schedule/dispatch </li></ul></ul><ul><ul><li>Parts inventory </li></ul></ul><ul><ul><li>Field service </li></ul></ul><ul><ul><li>Plant maintenance </li></ul></ul><ul><ul><li>Service contracts </li></ul></ul><ul><ul><li>Depot repair </li></ul></ul><ul><ul><li>Analytics </li></ul></ul>

38.
A Q &

39.
Visit the Single Source website for additional information: www.singlesrc.com Next Steps?

40.
Moderator Kevin Dudevoir VP, Channel Management Industry Trends Cory Rhodes VP, Partner Development & Advocacy Applications Brian Barbato Senior Business Solutions Consultant A Series of Presentations.