Renew OnDemand Cloud Application

Renew OnDemand Overview The cloud application for recurring revenue

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What if…

You had visibility into your top and bottom performing renewal reps and partners?

You knew when and why customers were

deciding not to renew?

Renewal opportunities were automatically generated for you from disparate data?

Your team had access to a complete and accurate installed

base view of every customer?

You had a predictable, repeatable process to capture

millions in lost recurring revenue?

1


Evolution of ServiceSource

we do it for you we enable you

Cloud Application

First purpose-built cloud app designed to increase recurring revenue Hybrid solution that includes selling & enablement services

Pay for Performance Selling on behalf of customers

Renewals Data & Technology Applications, & data management tools

Best Practice Business Process Scalable Expertise • Data management & opportunity generation

• Sales strategy and execution

• Insight & optimize


The renewals challenge

It’s a volume problem

It’s a timing problem

It’s a data problem

3


Capture more of your perishable revenue

ERP CRM Recurring

Revenue Gap

4


3-Step Process for Recurring Revenue

• Gather data together, enhance, validate, resolve • Opportunity generation • Understand your total recurring revenue opportunity

• Segment customer base • Tailored sales plays according to segment • Value selling and a proactive approach

• Resolve data discrepancies • Gain insight from customer base • Optimize the recurring revenue process

Data Management and Opportunity

Generation Sales Strategy &

Execution Gain Insight and

Optimize

5


Best practice business process built into

•  Single source for renewal data

•  Opportunity generation •  Data services monitor

loads & maintain rules

+

Data Services

Installed Base

•  Track every renewal globally end-to-end

•  Drill down into 60+ metrics

•  Assess and take action

Analytics

+ +

Sales Channel Ops

•  Sales plays and collaboration

•  Tools to segment, prioritize – next best action

•  Manage end-to-end sales activities


Generation Sales Strategy &

Execution Gain Insight and

Optimize

6


Renewal ready data

• Aggregate, cleanse & score data

• Single source of truth for renewals

• Intelligently generate opportunities based on business rules

• Right offers at the right time

Data Services Installed Base

• Renewal data experts

• Manage and monitor data loading

• Update mappings and business logic

• Maintain and customize analytics

7


GenerationSales Strategy &

ExecutionGain Insight and

Optimize


Renewal ready data - piecing it together

Company Product License Key Support Level Price Contact Name Begin Date Exp. Date

Pfizer Inc A5000 A243210.1 Bronze 8x5 $10,500.00 Bob Greene 12/31/13 1/1/13

Theatre Territory Business Line

+ 12

Data: Ongoing Assembling, Enhancement, Validation & Generation

SERVICE PRM SFA (n) QUOTE ORDER

ENTITLEMENT

ASSETS

NALA ABC Business Unit Strategic

Opportunity in Renew

8


Installed Base See all product

and service assets

Offers available “at the ready”


Optimized sales execution

• Prescriptive, repeatable process

• Territory management

• Forecasting & target setting

• Collaborate with ops and partners

Sales Channel

• Partner access to opportunities and quotes

• Comparative partner performance

• Streamlines operational activities

Ops

• Quoting and bookings management

• Track operational performance & SLAs

• Faster sales process

10


Sales

Target vs. actual

Check Pacing

KPIs


Ops Track

timeliness of quotes

On-time SLAs by ops rep


Channel All renewal info in one

place

View comparative performance

Compare Partner

performance


Actionable Analytics

Analytics

•  60+ in-line recurring revenue metrics

•  Identify levers to drive performance

•  Root cause to take action

Self-service reporting

•  Drag and drop metrics to create custom reports

•  Quickly design dashboards with library of report widgets

•  Slice and dice the business based on your needs

14


GenerationSales Strategy &

ExecutionGain Insight and

Optimize


Analytics How quickly are we getting at the

business? (days in advance)

Why do customers

leave?


Self-service reporting

Drag and drop fields to create reports

Pre-built report

widgets


Renew delivers real business benefits

Renewal Ready Data

•  Increase sales

productivity •  First time quote

accuracy •  Increase up-/cross-

sell •  Improve customer

experience

Selling Expertise and Automation

•  More selling & less

admin time •  Increase sales velocity

and customer touch •  Insight to drive

prioritization and sales plays

Actionable Analytics

•  Clear picture of

global performance •  Unprecedented

insight to the business

•  Proactively identify issues and take corrective measures


Drive revenue and reduce cost of sale

5-20 points

>20%

Cost of Sale

Renewal Rate

•  Sales effectiveness

•  Sales coverage

•  Uncover opportunity

•  Cross-sell & up-sell

•  Clean data

•  Offloading Admin Work

•  Quoting efficiencies

18


Sept 2012 March 2013 July 2013 Dec 2013*

introduced

$500M

$1B

$2B

Customer feedback

Opportunity under management

“[ServiceSource's] innovative Renew OnDemand application gives us all of the information we need in order to improve our customers' renewal process.“

“Renew OnDemand will provide us new levels of insight into recurring revenue." - Mike Stankey, president and chief operating officer

*forecast

19


Complement and enrich Salesforce.com

Integration Options

•  Increase total revenue

•  Visibility to renewal pipeline, past purchases and service contracts

•  Additional cross sell and upsell opportunity

•  Best-fit offers for every customer Sync - UI + bi-directional data integration

View - UI integration


Engagement process

Solution Design Solution Deployment

Service Performance Analysis (SPA)

Gather needs and requirements

Jointly design solution to meet your goals Rapid deployment

•  Sales & services strategy

•  Business case

•  Baseline performance vs. industry benchmarks

•  Policies, processes & practices

•  Metrics, reporting & systems

•  Collaborative workshops

•  Scope of engagement

•  Solution design

•  Cloud application deployment plan

•  Build business case

•  Training and On-boarding

•  Communication / change management plan

•  Team alignment

•  Cloud app configuration, deployment & roll-out


Collaborative evaluation of your business

1.  Review recurring revenue business processes

2.  Analyze performance

3.  Benchmark against peers

4.  Identify improvement opportunities

5.  Jointly design solution

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Thank you!

For more info, visit www.servicesource.com/renew