Welcome to the.....IT & Systems Functional Briefing
Adrian Roscoe : Head of IT & SystemsLorraine Veber: VP, Business Transformation / Change ManagementKevin Braim: Head of Customer Technology Support
Role of IT & SystemsOne Global Datacentre
Six Regional Datacentres
System Reliability
System Speed
24 x 7 Helpdesk
Capacity for Growth
24 x 7 + Cost effective
Keep our Systems performing and supported 24 x 7
Role of IT & Systems
Support Business Strategy
Support New Products
More efficient Teams
Customer Facing systems
New Technology for Growth
Building on our successes
Keep our Systems performing and supported 24 x 7
Develop & Invest in our Systems
Role of IT & Systems
Internet + Telco + More
Cost-effective design
Reliability + Performance
24 x 7 Helpdesk
Cost Reduction Projects
Revenue Support projects
Keep our Systems performing and supported 24 x 7
Develop & Invest in our Systems
Technology for our Customers
Role of IT & Systems
Keep our Systems performing and supported 24 x 7
Develop & Invest in our Systems
Technology for our CustomersTechnology delivery
Drive down investment cost
Reduce Opening lead-times
Reliable delivery
All Location TypesSupporting Location Growth
Technology for Customers in 2013Team Member
s
Location Growth
Customers
• Working with many teams across Regus.• IT + Telco offering, service, revenue and cost base.
ProductSupport
IT CoreIT Pro
IT TeamDay Pass
350 CallstreamsHome Extension
CustomerExperience
Easy IT ConnectWi-fi coverage
25% of sites had bandwidth upgrade
Lower cost
Service Quality
Avoid Faults Team420 sites upgraded70 PBXs replaced
Fault Fix Speed24 x 7 focus
Revenue Support
IT Core UsageDay Pass BillingIT Team BillingEngineer Billing
Team Member
s
Location Growth
Customers
ProductSupport
Product Roadmap
Cloud CallstreamEasy setup
CustomerExperience
Wi-fi speed focus
Bandwidth upgrade another 25% sites
Telco calls over internet
Lower cost
Service Quality
#1 = internet downAvoid + Fix quicker
Hot Spot PlanMonthly Health Check
Trial backup lines
Revenue Support
Automated billing of all IT Services
Technology for Customers in 2014
• More to do in 2014.• Again, a cross-Regus effort to improve further. • Working with you.
Based in Manila
24x7 Location Monitoring
Pro-active Visibility & Fault fixing.Our Customers & Our Systems
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ITT
Reve
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Internet Uptime (%)
High Priority Action Centres
Priority 2Action Centres
EMEA Centres(<100% Internet Uptime, >£50k ITT revenue)
SpecialCare
Centres
50% off NCO IT Cost
Changed 60% of the kit
Changed Supply Chain
Renegotiated everything
Now = More for Less
Installation reliability
better
Supporting Growth: Last 12 monthsTeam Member
s
Location Growth
Customers
• Again, working with many teams across Regus.• Deliver technology for NCOs + Lower NCO technology cost + Reliable install + Scalable process for
growth
“Central Configure + Test” sites – then send to NCO
4 partners. 75% of NCOs
Dedicated Manila Team
Rack = less space + reliable
Scalability
2 more partners Q4 (HKG + UAE)
First of the New Location Types
Lowering costs further
Budget Handset
Phone Calls over wi-fi = lower cabling costs
On-site engineering down to 4 days.
Install Reliability+ Opening
times
Supporting Growth: More to do in 2014 Team Member
s
Location Growth
Customers
Maximise our partners: less on-site engineering
Trial shipping full rack
ISP + Telco processes
Scalability
New Location Types
Acquisition support review
PC + Tablets + Smartphones Web + Apps + Mobile sites
Richer features, well delivered, simple
Self-serveOnline24x7
Our Global Systems
ManageService
Manage Account
Manage Team
++Find Buy Book Pay +
Top up
etc...
PC + Tablets + Smartphones Web + Apps + Mobile sites
Richer features, well delivered, simple
Self-serveOnline24x7
KIOSKS
Our Global Systems
Extend what they can do.Sign-up. Find, Book, Pay etc
Self-servein-location
New POSEasy to Use
GSC do audit/ exceptions
/ complex
Our Global Systems
GSCVisibilityof GSC tasks in
workflow
New POSEasy to Use
GSC do audit/ exceptions
/ complex
Our Global Systems
GSCVisibilityof GSC tasks in
workflow
Online FilesClient + Centre
New POSEasy to Use
GSC do audit/ exceptions
/ complex
Our Global Systems
GSCVisibilityof GSC tasks in
workflow
Online FilesClient + Centre
ReducedLogins
New POSEasy to Use
GSC do audit/ exceptions
/ complex
GSCVisibilityof GSC tasks in
workflow
Online FilesClient + Centre
ReducedLogins
RetailSale
Payment Options
New POSEasy to Use
GSC do audit/ exceptions
/ complex
GSCVisibilityof GSC tasks in
workflow
Online FilesClient + Centre
ReducedLogins
RetailSale
Payment Options
New Sales Tools
New POSEasy to Use
GSC do audit/ exceptions
/ complex
GSCVisibilityof GSC tasks in
workflow
Online FilesClient + Centre
ReducedLogins
RetailSale
Payment Options
New Sales Tools
Upgradedemail and
Office
New POSEasy to Use
OnlineFiles
GSC do audit/exceptions/ complex
ReducedLogins
RetailSale
Payment Options
Our Global Systems
GSCVisibilityof tasks
workflow
New Sales Tools
Upgradedemail and
Office
++
PC + Tablets + Smartphones Web + Apps + Mobile sites
Richer, well delivered, simple
ManageService
Manage Account
Manage Team
Find Buy Book Pay + Top up
etc...
KIOSKS
Extend what they can do.Sign-up. Find, Book, Pay etc
Role of Change Management
Business as Usual Upkeep
Support Projects/ Deliver Programmes of work
User Acceptance Testing
Customer Acquisition
•Live-time Inventory•Sign on the Spot•OSA: All products•Down payment•Editable OSA•Invoice Frequency
Booking & Invoicing
•End to end Promotion Engine•Auto raising of initial invoices•Card Payments•Auto Win in CRM
Customer Set-up
•Activation Site (Online MIQ)•Auto set up of IT, Datapulse, BW cards, etc
Monthly Activity
•Auto raising of monthly invoices•New Invoice template•Immediate Credits•OSAs for all scenarios•Inventory adjustments•New POS
Renewals•Renewal OSA for all products•Renewal Retainer Top-up•Services renewal at list price•Renewal proposals•Renewal Pricing Engine
Termination
•Easier termination flow•Retainer Return Automation•Buyout workflow