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Managed Services: The Next Gen. for Self-Service Solutions
Webcast Presentation – October 8, 2009
Recording Available
These slides are from a webcast presented on 10/8/09These slides are from a webcast presented on 10/8/09.
A full audio recording is available for download at:
http://tinyurl.com/SS-MS-Webcast
Thank You
Our Association SponsorOur Association Sponsor
How is Self-Service Defined? Delivered?
• Self-Service, defined:The capacity for an employee, customer, partner or supplier to execute transactions – informational or commercial – without assistance from the organization that they are transacting with.
• Self-Service delivery platforms:
Self-Service KiosksSelf Service Kiosks Self-Checkout Solutions Personal Shopping Solutions
• Self Service delivery environments: Traditional: retail, hospitality Emerging: health care services, others
3 – 2009 VDC Research Group, Inc.
Emerging: health care services, others
How Big is The Self Service Solution Market?
Total Self-Service Spend Segmented by NA SS Spending Segmented By Technical SegmentProduct or Service Segmentation
2008 = $2.9 Billion
ServicesHardware
2008 Total Market: $2.9B
$3,000
$4,000
$5,000
Mill
ions
of
Dol
lars
27% Hardware41%
Software32%
20132012
2011il
$0
$1,000
$2,000
M
2013 Total Market: $5.6B
20112010
20092008
RetailHosp
itality
Health C
are
Software35%
Hardware35%
Services 30%
3 – 2009 VDC Research Group, Inc.
Why Managed Service in Self Service Markets?
• Managed services migration offers deployers a number of g g ybenefits, including Capital requirement reduction or elimination through new acquisition models Higher performance and lower liability through 3rd-party SLAs Si lifi d IT lif l t i t b l i t ti Simplified IT lifecycle management requirements – obsolescence, integration
• Market dynamics are playing a role Elevated status of Self-Service in C-level prioritiesp Experience of CIOs with Managed Services in back-office applications Pressure on every segment of the value chain to unlock markets
C t i d i ff i bl• Certain managed services offerings may enable some deployers to create new lines of business by bringing operational capabilities through their MSP partners that they would not otherwise be able to offer
5 – 2009 VDC Research Group, Inc.
What Is Managed Service For Self-Service?
SaaSSaaS• Device/ equipment management• Line-of-business applications• Database/ data management
OutsourcingLeasing/ OutsourcingServices
Leasing/Financing
Hybrid DeploymentsS ft
6 – VDC Research Group, Inc.
• Software• Bundled hardware
Next Gen for Self-Service Solutions: Managed Services
NCR
ConsiderationsTop of MindI
What is M d S i
Who isNCR
ConsiderationsIssues Managed ServicesNCR
Leading the industry in next generation global technology solutions for superior consumer interactions
7NCR Confidential
NCR Overview
The Multi Factor…Multi-Industry, Multi-Channel, Multi-Vendor
global
broad service
FinancialServices
Retail and Hospitality
Travel and Gaming Healthcare Entertainment
broad service portfolio
scalable service i f t t
#1 i S lf 8 t f 10 #1 i #1 i P ti t #2
infrastructure
predictive service delivery#1 in Self-
CheckoutSource: RBR#1 in POS Software
#1 in Retail Services
8 out of 10 airlines use NCR TravelSource: Frost5 of Top 6
#1 inFinancial Self-
ServiceSource:
Nielsen Report19 of Top 20
#1 in Patient Self-Service
Self-Service Excellence
Award WinnerBest Healthcare
#2 DVD Kiosk
Operator Across North America
delivery
Top 10 Support Services Provider – Gartner
Source: Gartner17 of Top 20
DeploymentSource: KioskCom Self-Service Expo
8NCR Confidential
p ppTop 15 Global Outsourced Service Provider - IAOP
What’s on the mind of business leaders?
Top of Mind Issues
Innovate and differentiate Improve customer interactionImprove customer interaction Focus on core competency Accelerate ROI Ensure high availability Ensure high availability Manage risk Reduce cost and improve profitability
9NCR Confidential
What is Managed Services?Managed Services?
• Maintain and optimize estate availability • Deploy and manage new capability
k lMaintainlf i • Maintain network compliance
• Full suite of supporting services• Managed refresh of base
self-servicechannel
• Consistent IT and operational spend• Single HW, SW, Services invoice • Flexible coverage w/o spikes in cost
Predictableexpenses
GDP %IT SpendGDP %IT Spend
• Improve efficiency• Reduce labor cost• Need to preserve cash• Improve financials
Optimizebalancesheet
10NCR Confidential
• Improve financials• Quickly deploy
sheet
Considerations
• Customer experience B i i t l i
Build the • Business impact analysis• Environmental estate analysis
S l ti ti b t ti
BusinessCase
•Solution expertise, best practices•Platform leverage•Project size/scale/ramp•Upfront investment
DetermineProject
Expertise
•Cap Ex availability / cash flow •Lease/rent/usage based model•Asset control
AssetOwnership
11NCR Confidential
•Outsource specific services or entire project
Case Studies
Service Specific Total SolutionSolution Specific
Customer Provided:• CRM Database• Content Development
NCR P id d
Customer Provided:• POS Help Desk• POS HW Maintenance
NCR P id d
NCR Provided:• Maintenance
• POS, Self-service• Back-office
M lti dNCR Provided:• Multi-channel Marketing
Solution• Hosted Application• Secure Server
NCR Provided:• Self-service Help Desk• Self-service HW/SW
Maintenance
• Multivendor• Networking
• Deployment• Incident Management
Infrastructure
NCR Owns Asset
Examples:
Customer Owns Asset
Examples: • Grocery Hypermarket
g• Dedicated PS• Incident Reduction
Examples: • Hypermarket (customer Examples:
• Specialty, Online Retail• Sports Teams
• Grocery, Hypermarket• Travel• Telco
• Hypermarket (customer owned)
• Bank (NCR owned)
12NCR Confidential
13NCR Confidential
Next Gen for Self‐Service Solutions: Managed Services
Solution provider & digital content aggregator for self‐service kiosks.MaxBox Digital Retail Ltd
2004 – Entered the kiosk industry
2006 – Introduced Digital Retail
2009 O d M B Middl E ffi2009 – Opened MaxBox Middle East office
2010 – Planned expansion to USA, Caribbean & India
Extensive experience in Retail, Leisure, Hospitality, Travel and Government projects
Customer requirements of a managed service?MAINTAIN & ACHIEVE
business goals & objectives through a self‐service approach
FOCUSFOCUSinternal resources
FINANCIAL PLANNINGMinimal capital investment
Forecasting for internal structures & ROI
UTILISE expertise & infrastructure of external service provider
SLAsallow peace of mind
Requirements for deploymentKNOWLEDGEKNOWLEDGEClear project requirements with venue & customer intelligenceProject background, territories & KPIs
TIMELINES
Project Initiation Document?
TIMELINESInput from third party suppliers & requirements for licensingSoftware & hardware design & build
IMPLEMENTATION PLAN
Project Schedule
IMPLEMENTATION PLANIMPLEMENTATION PLANTesting requirements & live test venuesInstallation & training agreements
MAINTENANCE REQUIREMENTS
Test MatrixIMPLEMENTATION PLANTesting requirements & live test venuesInstallation & training agreements
MAINTENANCE REQUIREMENTSMAINTENANCE REQUIREMENTSMonitoring and escalation requirementsRequirement level of kiosk management suite
MOVING FORWARD
SLAsMAINTENANCE REQUIREMENTSMonitoring and escalation requirementsRequirement level of kiosk management suite
MOVING FORWARDOngoing, proactive KPI assessment through regular reviews Project Roadmap
Managed service success exampleMobile Top‐Up kiosk – Network provider’s retail stores
MANAGED SERVICE allowed:FAST provision of self service solution without client disruption
MANAGED SERVICE in‐store:STOPPED t t ti t till i t
FAST provision of self‐service solution without client disruptionCOMPLETE project control by MaxBox on hardware, software, maintenance, monitoring & reporting.
STOPPED top‐up transactions at till pointsINTRODUCED card payment transactions
SELF‐SERVICE RESULTSFOCUSED staff on high margin salesFOCUSED staff on high margin sales
INCREASED revenue by 300% within weeks!!
= PROVEN RETURN ON INVESTMENT FROM A SELF‐SERVICE MANAGED SERVICE
To find out more….
www.themaxbox.com +44 161 942 4600
MaxBox Digital Retail Ltd UKDenzell House, Dunham Road
Bowdon, Altrincham. Cheshire WA14 1LA UNITED KINGDONUNITED KINGDON
MaxBox Digital Retail Ltd UKgMaxBox Middle East Abu DhabiMaxBox Caribbean Jamaica
As big as your imagination
1. Everyone seems to have an understanding of what software-i (S S) i b t h t ft ifi llas-a-service (SaaS) is, but what software specifically are
suppliers supporting?
2 M h ld b dl d (i h d ft2. Moreover, how would a bundled (i.e., hardware, software, services) offering/method work? Is that an option?
3 H d thi b dl d ff i / th d diff f l i ?3. How does this bundled offering/method differ from leasing?
19 – VDC Research Group, Inc.
4. How will managed services work without a previously installed lf i t h l i t ll d b ?self service technology installed base?
5. What effect does the installation environment or existing IT i f t t h d i d l tinfrastructure have on a managed services deployment model? Are there limitations for example?
6 H ill th l ti hi b t IT i f t t d6. How will the relationship between IT infrastructure and hosted services be managed?
20 – VDC Research Group, Inc.
7. Will a managed services deployment approach support t i d h d ft ?customized hardware or a software ?
8. Will migration to a managed services deployment method t i t ll d b f t d l d (i hsupport my installed base of custom-developed (in-house or
3rd party) software?
21 – VDC Research Group, Inc.
Managed Services Self-Service: Research Objectives
• Global geographic coverageGlobal geographic coverage• Enterprise-user analysis• Self-service supplier, managed services partner, channel
analysisanalysis• Self-service solution provider capabilities and position analysis• Definition of managed services offerings for self-service
solutions and analysis of currently available offeringssolutions and analysis of currently available offerings.
Study Publication Date Founding Sponsorship Period
Feb 2010 Through November 8, 2009
22 – VDC Research Group, Inc.
Thank You for Attending this VDC Webcast
For more information about VDC Research’s coverage of the global markets for Transaction Automation technologies – including the Managed Services – Self-Service Solutions: 2009 Market Requirements and Opportunity Analysis – please contact:
Rory Gardner AutoID & Transaction Automation Practice
email: rgardner@vdcresearch comemail: [email protected]: 508-653-9000 ext. 149web: http://www.vdcresearch.com
23 – VDC Research Group, Inc.
