1. Winning the War against the Big Banks The SugarCRM Journey

2. Agenda Introduction to BancVue Business Challenges Why Sugar Professional? The Deployment The Results Q&A 4/6/2010 ©2010 SugarCRM Inc. All rights reserved. 2

3. Speakers Geoffrey Mobisson Managing Director – Levementum Jon Parmley Business Analyst – BancVue Jan Sysmans Director of Product Marketing - SugarCRM 4/6/2010 ©2010 SugarCRM Inc. All rights reserved. 3

4. Who is BancVue A financial services revolutionary: At BancVue, our mission is to enable a powerful network of community financial institutions to re-establish themselves as the go-to-place for banking products and services and win the war

5. Who are BancVue’s Customers Community Banks Credit Unions Smaller Banking Institutions “Attracting core deposits is very difficult for community banks these days. Add to the fact that expenses are rising as margins are shrinking. Innovative products, online marketing, and a real website are the only way to compete against mega and internet banks.” Larry Daniel, Director of Retail Banking First Arkansas Bank & Trust

6. BancVue Factoids Started 2005 Inc 500 – 2nd fastest growing privately owned banking/financial services firm in the US! 700+ clients Mission: BancVue's mission is to empower our partners to win the war against the Mega-Banks with innovative products, world class marketing, ongoing training and data driven consulting. Beats the competition through Customer Service over the long haul Consulting Marketing/Media Technology Services

7. How does BancVue create value REWARDChecking: Free checking Pays a rate of interest based on goals (not balance!) Use your debit card N times Use paper statements Eye catching rates! Example…3% in 2010. Free ATM usage…including refunded fees! CheckingFinder.com Find a BancVue powered credit union or community bank Real Solutions for New Millennials (build new relationships…build trust with the new breed) …low balances iTunes instead of Interest

8. How does BancVue create value REALSaver: Automatically push RewardChecking interest into savings/checking accounts Automatically push ATM fees into savings High interest rates! REALGiving Empowering them to generate contributions to a cause they are passionate about, simply by banking with you. Aligned with nationally recognized organizations: American Humane Association Stand Up To Cancer™ Boys & Girls Clubs of America. Plus, you can tailor your program by adding two more locally known charitable categories.

9. How do we differentiate ourselves There are “me-too” products in the space…but… BancVue competes through innovative products and services: Consulting Marketing Media and Advertising Technology Support Ongoing Training Mystery Shopping Community banks face unprecedented challenges from huge competitors with enormous budgets. The spending power of mega banks and net banks supports the research, development and marketing of new products and highly targeted online campaigns that readily capture new customers. These same competitors even aggressively go after markets where they don’t have a single branch. If it seems like there’s no way to fight back, think again!

10. The BancVue mindset

11. The BancVue culture! Interdependence! 5-Star Leadership! Love! Badassitude!

12. The Operational Challenge Delivering on the promise...requires a diverse set of service teams They MUST communicate efficiently and effectively! They MUST have a consistent definition of customer…and customer status! Software Development Production team Product Management Engineering Marketing and Media (Microsites) Accounting HR Sales Business to Business Marketing Support Traditional Customer Service Management Analytics Kasasa

13. Why did BancVue need to do something? With the breadth of services…”Data Silos” sprouted everywhere Data in emails Data in access databases Data in ancillary CRMs Data in excel spreadsheet Efficiencies - Employees having to search for data that should be at their fingertips A need to track the full lineage of a customer Analytics & Workflow to support process fluidity

14. Why SugarCRM Professional Flexibility to build out customized modules Need to implement rapid change…not just initially, but ongoing BancVue has a need to be able to respond to market change rapidly Data Security…a need to manage data religiously A fluid process, and strong Workflow capabilities Scale…everybody has an account! A need for powerful & transparent work ticket features (cases) to support the customer service operation and to consolidate customer communications A need for robust Analytics and Reporting

15. Example Problems Sales example: Reporting and tracking of sales was on multiple sources Limited accountability… Critical given the length of the sales cycle (1.5 – 18 months) Customer Service Data silos made it difficult to quickly make sense of what a customer’s “world” looked like. Led to delays in delivery of value Enhancement of the existing BancVue Knowledge Base was needed to support customer care and value delivery

16. What did we do? 1. Optimize The Sales Process. The Sales Process Accurately reflect all the FDIC and NCUA institutions…prospects Capture key metrics on the asset size, and other valuable measures that dictate potential opportunity profiles. Institution Profiles Institution characteristics Branches Contacts Products active Services delivered Upsell Manage Leads and Opportunities Via defined status definitions for analysis and team selling Sales Analytics!

17. What did we do? 1. Clean up The Sales Process. Focus on capturing accurate data!

18. What did we do? 2. Opportunity Management. Carefully manage data collection Products considered Probabilities Due diligence Collection of data Documents and Contracts

19. What did we do? 3. Contract Management. Manage the iterative process of contract acceptance Manage the outputs of the process Master Services Agreement Supporting Agreements Other documents Related products and services

20. What did we do? 4. Customer Provisioning Customer provisioning pipeline Work ticket management Process Installation Integration Sub work tickets

21. What did we do? 5. Installation and Training Platform Installation & Training Modules Execution Evaluation/Surveys

22. What did we do? 6. Mystery Shopping Capture Mystery Shopper’s commentary and experience Provide a scoring algorithm Capture the event and all data

23. Implementation Profile and Outcomes SugarCRM Configuration Professional Version 5.2 Version 5.5 planned Q2 Software Configuration LAMP Linux Apache MySQL 5.0 PHP Hardware Configuration VM environment SAN storage

24. Keys to Success Project Implementation focus Identified the key agents of change (and agents of pain) and set expectations Set an expectation and exceed the target Focused on data and process! Don’t over promise! Over-communicate Communicate as often as possible! Leverage internal artifacts (newsletters, surveys, email feedback) Prescriptive training Using SugarCRM’s materials as a baseline, Levementum customized the training to fit the process Deliver training & classes in a prescriptive and focused way An experienced and intuitive implementation consulting team lead – (Naomi Choi )

25. Keys to Success – SugarCRM! Total Cost of Ownership Flexibility Scalability Control of our own Destiny!

26. Project success…following the creed We believe good values start with a good family and ours is no exception. Our company is built on a core value system that transcends business as usual and defines our leadership philosophy.

27. 4/6/2010 ©2010 SugarCRM Inc. All rights reserved. 27 About Levementum Founded 2005 Added SugarCRM service line 2005 (v3.5.1) Added Compiere ERP service line 2008 Added Pentaho BI service line 2009 Added Magento e*Commerce service line 2009 Added Mindtouch Collaboration service line 2009 Mission: Drive “world class” Revenue & Margin results using Open Source Technology and Process focused Methodology Company Information Offices: Phoenix, AZ (Headquarters) New York City, NY Atlanta, GA

28. Q & A Questions? 4/6/2010 ©2010 SugarCRM Inc. All rights reserved. 28

29. Thank You! Don’t hesitate to reach out to us for more on the story! Jon Parmley, BancVue Jon.Parmley@BancVue.com Geoffrey Mobisson, Levementum gmobisson@levementum.com 480 320-2520