Industrial systems companies struggle with installed base data quality, reliability and governance. This directly impacts customer retention and limits growth strategies within an existing customer base.
Through this presentation
-- Learn how Johnson Controls extends the customer lifecycle by driving service attachment to assets, increasing replacement business win rates and expanding individual sale profitability.
-- Explore a model for leveraging data to displace the competition at record rates and realize your best-ever Net Promoter Score.
-- Discover a data management philosophy and process with proven results of spinning your customer data into gold.
3. We are the market leader
Focused exclusively on recurring revenue since 1999
Software
Hardware
LOCATIONS WORLDWIDE:
Networking
Healthcare & Life
Science
New Markets
(XaaS and Industrials)
$14.5B
Recurring Revenue
under management
47 seconds
A renewal is closed
200+
Engagements worldwide
3
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4. Multiple paths to Recurring Revenue
Complexity
More
complex
Less
complex
Service Contracts
Hybrid/Multi-Service
Support or
Preventative
Maintenance
Agreements
Fixed Fee
Revenue Model
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Pay to Use
Usage or
Subscription
5. Today’s presenters
Joy Medved
Sr. Director Data
Quality &
Governance,
ServiceSource
Buddy Saucier
Vice President, HVAC
Service and Security &
Fire Operations, NA
Johnson Controls
Kelly Bremness
Program Manager
Johnson Controls
Glenn Johnson
Director, Industrial
Systems
ServiceSource
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9. Where is the product installed?
What is the annual maintenance price?
How many service calls on the product?
10110101001
10110101110
01101000110
10001001110
01101011010
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11001110101
00110001100
When did the warranty expire?
Have there been parts replaced?
Who is the correct point of customer contact?
Is there an opportunity to upsell or x-sell?
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12. Data
Quality &
Governance
Sales Revenue growth
•
Execution
• Improve customer
intimacy
• Product and service
innovation
Customer
Feedback
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13. What if…
You could intelligently
generate the right service
offers for the right
customers…
You could get real time
market insight to
inform new pricing and
consumption models…
You could improve
customer loyalty and
ensure they buy from
you again…
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14. Buddy Saucier
Vice President,
HVAC Service and
Security & Fire
Operations
North America
Kelly Bremness
Program Manager,
Enterprise Accounts,
North America
15. Industry challenges
Data quality and reliability
Multiple sources of data
KPIs & reporting
Data governance
Leveraging big data
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Johnson Controls
16. Installed base data project
DATA QUALITY
GOVERNANCE
• Consolidate multiple tools
into one
• Ongoing quality
enforcement
• Clean up of existing
installed base data
• Process improvement
More sticky, linkage & attachment = MORE RECURRING REVENUE
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Johnson Controls
17. Key benefits of installed base data improvement
Increased upsell
& cross-sell
Targeted tech
refresh
campaigns
Incremental
recurring revenue
and project pull
through
Business Insights
17
Johnson Controls
Competitive
displacements
Database
Improvement
Improved
customer
satisfaction
18. Project Workstreams
PHASE 1
• Sponsorship
PHASE 2
PHASE 3
18
Johnson Controls
• Sustain through
governance
• Identify a captain for
each branch
• Customer site
creation monitoring
• Engaging customers
directly for asset
verification
• Set and track
quantitative goals
• Rollout plan for all
120 NA branches
• Ongoing Executive
audits
19. Expected results from growth initiatives for 2014
Controls and
governance
$12M
Reporting and
analysis
Process
improvements
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Johnson Controls
incremental
services
revenue
21. Why does data matter?
High
Complexity
Expired Business
Pay Per Use
Service Contracts
Warranty Conversions
Support Agreements
Subscriptions
Preventive Maintenance Agreements
Low
Traditional
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Delivery Model
Usage
22. How we can help
Increase renewal rates
and efficiency
Optimize subscription revenue
throughout the customer lifecycle
Optional
Maximize performance with our experts
in customer success and renewal sales
15pt
improvement in
renewal rates*
20%
increase in sales
productivity**
Best practice process & industry benchmarking
*Based on internal studies, companies who worked with ServiceSource reduced churn by an average of 9 points
**ServiceSource internal study comparing sales productivity before and after using Renew OnDemand showed an average increase of 20%
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23. Engagement model
Service Performance
Analysis (SPA)
Solution Design
Solution
Deployment
Gather needs
and requirements
Jointly design solution
to meet your goals
Rapid deployment
• Sales & services strategy
• Collaborative workshops
• Training and On-boarding
• Business case
• Scope of engagement
• Baseline performance vs.
industry benchmarks
• Solution design
• Communication / change
management plan
• Policies, processes &
practices
• Metrics, reporting &
systems
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• Cloud application
deployment plan
• Build business case
• Team alignment
• Cloud app configuration,
deployment & roll-out
24. Key Takeaways
Understand the opportunity for improvement
Leverage benchmarks to identify recurring
revenue performance upside as well as
qualitative process improvement opportunities.
Develop a strategy specific to your needs
Leverage knowledge from other industries to
capitalize on revenue improvement
opportunities.
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