Delighting Customers with a Bill

Delighting Customers
with a Bill
Josh Crowe, CTO
© 2014 Sungard Availability Services,
all rights reserved
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Sungard Availability Services History
1982
Founded in 1982
Spin-off from Sun Oil
Company
Initial Public Offering in
1986
More than 175
acquisitions since 1986
2005
Went private in August
2005
Consortium of private
equity firms
Transaction valued at
$11.4B
Second largest leveraged
buyout at the time
2014
Spin-off of Sungard AS
FY13 revenue of $1.403B
FY13 adjusted EBITDA
of $431M
Over 95% recurring
revenue
~7,000 customers in
more than 70 countries
~3,300 employees
© 2014 Sungard Availability Services, all rights reserved
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Services and Customers
Services
Customers
 Recovery Services – Enable
customers to run their businesses during
a crisis by keeping their IT systems
operational
 Over 7,000 customers globally
 Managed Services – Operating IT
infrastructure for customers, allowing
them to focus on their core business
 Consulting Services – Providing expert
consulting services to solve customers’
IT security, availability and management
challenges
– 70% of the Fortune 50
– 55% of the Fortune 500
 Across multiple industries
–
–
–
–
–
–
8 of top 10 Finance
8 of top 10 Trans/Communications/Utilities
9 of top 10 Insurance
7 of top 10 Services
7 of top 10 Retail Trade
7 of top 10 Health Services
 Business Continuity Management
Software – Enables business continuity
planning and management
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The Challenge of Custom Services
Complex & Customized Services + Large Customers
Flexible Business Terms & Contracts
Billing “Snowflakes”
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The Billing Conundrum
What are these items?
How much did we use?
Which department or
project are these for?
Can we get a single
charge by project?
-orCan we get a complete
breakdown of charges?
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Enter Cloud Computing
FROM
TO
Fixed-term/fee Contracts
Commit + Usage (and more)
Dedicated Capacity
Shared Capacity
Fixed Configurations
Elastic Resources
Manual Installations
Self-Service Provisioning
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What Do Customers Really Want?
• Consistency
• As Sold = As Billed
• Transparency
• Usage linked to bill (portal, API)
“The simple event of Billing is a
touchpoint that can:
a) delight a customer,
• Enable spend optimization
• Alerting & Notifications
b) b) re-inforce your brand's values
(e.g., trustworthy, transparency), or
• New/Changed spend
• Spend vs. Commit
• Ease of Doing Business
• Meta-information in OUR systems
c) c) destroy brand equity and/or a
relationship.”
– Andrew Dailey, MGI Research
• Integration with eProcurement
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The Uber Experience
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How We’ll Get There
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Return on the Customer Experience Investment
Consistency
Trust
Transparency
Accountability
Alerting & Notification
Integrity
Ease of Doing Business
Long-term Relationships
“For all the investment in Customer Experience Management, how many
companies are adequately investing in the single touchpoint that can
delight a customer or destroy an economic relationship – billing?”
– Andrew Dailey, MGI Research
© 2014 Sungard Availability Services, all rights reserved
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Thanks for your time!
Josh Crowe, CTO
To learn more visit www.sungardas.com or call us at
+1 484 582 2000
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Disclaimer
This document contains Sungard AS’ confidential or proprietary information. By accepting this document, you agree
that: (A)(1) if a pre-existing contract containing disclosure and use restrictions exists between your company and
Sungard AS, you and your company will use this information subject to the terms of the pre-existing contract; or (2) if no
such pre-existing contract exists, you and your Company agree to protect this information and not reproduce or
disclose the information in any way; and (B) Sungard AS makes no warranties, express or implied, in this document,
and Sungard AS shall not be liable for damages of any kind arising out of use of this document
Sungard Availability Services is a trademark of SunGard Data Systems Inc. or its affiliate used under license. All other
trade names are trademarks or registered trademarks of their respective holders.
© Sungard Availability Services 2014
All rights reserved. No parts of this document may be reproduced, transmitted or stored electronically without Sungard
AS’ prior written permission.
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