Transcript 2010 VAR Event

Welcome Dragon Partners
• Quarterly iPad Drawing
1
Today’s Agenda
•
8:30am Welcome and Overview
•
8:45am Speech Recognition Today and Tomorrow-The Dragon Vision
•
9:15am Break
•
9:30am Vertical Selling Tips, Strategies and Successes
•
11:30am Lunch
•
12:30pm Understanding Customer Challenges and Closing Business
•
2:30pm Break
•
2:45pm At Your Fingers Tips-Sales Tools, Marketing Programs and
Promotions
•
3:15pm Open Discussion and Feedback with Marketing and Product
Management
•
4pm
Closing Remarks
2
Dragon Connections Partner Program
•
•
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Three Partner Levels
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Vertical Solution Partner
–
Gold Partner
–
Silver Partner
Some Benefits of Program
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Certified, preferred partner rebates
–
Marketing support-Case studies, trade shows, webinars
–
In field sales support
–
Access to technical support
Why add Dragon to Portfolio
–
World’s #1 Speech Recognition Solution
–
Product differentiation
–
Increase revenues and profits-Professional services
3
Speech Recognition Today and Tomorrow
- The Dragon Vision
Peter Mahoney-SVP/GM Dragon
4
Vertical Selling Tips, Strategies and
Successes
5
Alan Russell, Channel Manager-Partner Programs
Mike Challender, Channel Manager-Dragon NaturallySpeaking
Agenda
• The latest Nuance stats
• What the press is saying about Dragon
• The Dragon team
• Our engagement model
• Enterprise applications
• The market for speech technology
• Vertical market view and account review
• Wrap-up and Q&A
6
The Latest Nuance Stats
• Leading provider of speech and imaging
solutions
– Over 1,000 filed and pending speech patents and
over 40 imaging patents
– Mobile solutions in more than 5 billion phones, cars
and navigation systems
– More than 10 billion customer care interactions
annually
– Over 22 million registered desktop application
users
• Over 6,000+ employees in 35+ offices
worldwide
• 2010 Revenue $1.12B
7
Dragon NaturallySpeaking 11
• What press are saying about Version 11:
– “What’s good about NaturallySpeaking has gotten better … you’ll
probably be amazed at how far the technology has come.”
– “Version 11 is vastly superior to previous versions … the bottom
line is that voice is finally ready for prime time.”
– “The software is killer. It is accurate. It is fast.”
– “Nuance bolsters the things that matter most: accuracy and speed.”
– “Dragon NaturallySpeaking 11 speech recognition is miraculous.”
8
The Nuance Team Behind You
• How do we support you
–
–
–
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Our roles and responsibilities (Russell, Challender)
Inside team (Novak, Stamm)
Outside team (Buckley, DeLone, Citro, Guarini, Broudy)
Marketing (Programs/Webinars/Trade show support)
• Model of engagement
–
–
–
–
Who to engage with
How to engage
Process and procedure
Lead and deal tracking and follow-up
9
Americas Dragon Territory Map
South USA
North USA
Canada
Central America
Tom Wendt
Director, NA Sales DNS
Tom. [email protected]
(508.397.3040)
BC
AB
AK
SASK
ON
MB
QE
NB
WA
Tim Citro
Commercial Accounts & Canada
(Including Govn’t & Education)
[email protected]
(978.618.8643)
Lon Novak
Inside Sales Rep
[email protected]
(617.548.3727)
John Ingram & Eric Guinazzo
Sales Engineers
(John - 757.927.9686)
[email protected]
(Eric - 978.804.7625)
[email protected]
SC
MT
ME
ND
MN
OR
ID
SD
WI
WY
NE
NV
CO
CA
HI
AZ
PA
IL
UT
KS
OK
NM
IN
MO
NJ
DE
DC
VA
OH
KY
MD
WV
NC
TN
AR
Mexico
SC
MS
TX
MI
IA
VT
NH
NY MA
CT RI
AL
GA
LA
South America
Ryan DeLone
North Regional Sales Manager
State, Local & Education
[email protected]
(781.308.6878)
Lori Stamm
Inside Sales Rep
[email protected]
(816.500.1378)
Tom Guarini
South Regional Sales Manager
State, Local & Education
Tom. [email protected]
(703.628.7055)
Lori Stamm
Inside Sales Rep
(816.500.1378)
FL
Andrew Buckley
Financial Services & Insurance
(FSI) Sales Manager
[email protected]
(781-888-2966)
Lon Novak
Inside Sales Rep
(617.548.3727)
Scott Broudy
Federal Government
Sales Manager
[email protected]
(817.983.3307)
Lori Stamm
Inside Sales Rep
(816.500.1378)
Carlos Suarez
Sales Manager
Central America
[email protected]
(52.55.1107.8099)
Marcello Surjopolos
Inside Sales Rep
(801.446.4182)
Brazil
Sales Manager
South America
Antonio.Santos@
nuance.com
(55.11.3444.7933)
Inside Sales Rep
(801.446.4182)
10
Common Dragon Enterprise Applications
• Field reporting
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–
–
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Insurance claims
Field sales / service
Social workers
Inspectors
• Document creation
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–
–
–
–
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CBT Creation
Legal (corporate and law firms)
Court administrators & Judges
Research
Life sciences
Publishing
• General office productivity
• Public safety
– Intelligence reporting
– Incident reporting
• Ergonomics
– RSI prevention/treatment
• Accessibility
– Physical – Key stroke reduction
– Language-based learning
disabilities (Dyslexia)
• Call center agent wrap-up
• Screen Navigation - Macros
11
The Market for Speech Technology
Insurance
• 2.3 million employees in 180,000 establishments
• Document Creation: 209,000+ employees in claims
Social
Services
• More than 1 million employees in 56,000 family services establishments
Financial
Services
• 317,200 securities, commodities, and financial services sales agents
Legal
• 761,000 lawyers / 238,000 paralegals/legal assistants
• Industry expected to grow by 73%
• Large, nationally known organizations (with an extensive network of
branch offices throughout the country) have the greatest share of jobs in
the industry; however, smaller organizations represent 75% of the total
establishments in the industry
–
–
–
80% employed by law firms: 165,000 law firms
Firms with >25 lawyers: 41,000 (25%)
8% in corporate (includes 20,000 lawyers in insurance/finance); 12% in gov’t
Education
• 93,500 total establishments (66,000 elementary schools, average
enrollment of 475 students; 23,500 secondary schools, average
enrollment of 700 students; Higher Ed: 2,300 4-year and 1,700 2-year
schools)
Public Service
• State and local police: 732,000 officers in 17,876 agencies
• State and local governments: 26,900 judges, magistrate judges and jobs;
additional 14,400 administrative law judges, adjudicators, and hearing
officers
Source: US Dept, of Labor, Bureau of Labor Statistics
12
INSURANCE
MARKET
REVIEW
Andrew Buckley
13
Industry Snapshot: INSURANCE
Business
Opportunity
• Transcription services can cost up to $80,000/year per employee
• Field agents spend 3-4 hours per day typing reports
• Document Creation: 209,000+ employees in claims
• 2.3 million employees in 180,000 establishments
• Organizations with > 50 employees: 9,000 (5%)
Industry
Challenges
• Heavy workloads with shrinking budgets
• Reduce average claim costs, leakage and expenses
• Increase claims-handling speed / faster claims cycle times
• Maximize performance of claims / more effective claims handling
Why Dragon?
• Reduce operational costs and improve customer service through
increased efficiency (i.e. SIU)
• Reduce fraud
• Improve workflow
– Streamline and accelerate data and claims input
– Automate administrative tasks (more time in the field)
– Macros (efficiency)
14
Industry Overview: INSURANCE
• Timely claims processing is critical to customer retention and
increased market share
• Insurance companies need to deliver high-quality customer service
while reducing operating costs
• Claims adjusters spend 40% - 50% of their time preparing written
documentation
• Claims departments are finding it increasingly challenging to keep up
with the number of claims they need to process each month
• Reducing fraudulent claims has a compelling ROI
15
Key Questions: INSURANCE
•
Focus is on Business Unit Director or Manager – Claims, SIU,
Loss/Risk Control, Legal Department
•
Claims - Auto/Commercial/Large Loss/Personal Property
•
Uncovering opportunities:
1. What is the total number of claims you are processing in a
day/week/month/year?
2. What is the value of Investigators handling one additional claim/month?
3. Would it be beneficial if your team(s) was able to do one more
assessment or one more claim per week?
4. Are your teams meeting their weekly or monthly objectives?
5. Does your team have quality and compliancy goals for claims? What
are they?
6. Do you outsource any work to third party companies?
16
Key Messages: INSURANCE
•
Dragon can cut documentation time by up to 50%
•
Dragon’s custom voice commands can be used to streamline and accelerate
claims-related data input
•
Dragon’s remote dictation capabilities allow adjusters to make productive use
of time away from the office
•
Dragon lets claims adjusters dictate more accurate, detailed reports which
helps reduce fraudulent claims
•
Dragon eliminates the need to use costly transcription services
•
Dragon can increase employee satisfaction and reduce turnover
17
The Hartford - Legal
Challenge
•
Claims litigation department of 250+ attorneys
responsible for providing legal services to the
company and its insured clients
•
Needed to eliminate costly transcription service
($500,000 annually) used by ½ the attorneys to
create reports, summarize case information
•
Improve efficiency of overall operations without
adding more staff
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
•
Existing enterprise agreement allowed for easy
transition to buying DNS licenses
•
•
Buying incrementally 25 to 50 at a time
rather than one lump sum
Latest deal 50 licenses plus web-based
training (users are spread across 35
offices)
Current Status / Next Steps
•
Rolled out 25 out of 75 licenses with remaining
50 rolled out by end of 2010.
•
Will expand in 2011 to at least 100 additional
staff
•
Training needed to be provided and working
with their training dept. who will be creating CBT
courses for The Hartford (company wide)
18
The Hartford
Challenge
•
Improve efficiency of SIU and Claims adjusters
•
SIU poor typists, slowing down reporting
time and affecting case load
•
Claims dictate field note to a live person
who transcribes in real-time in to claims
mgmt system
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
•
Current Status / Next Steps
•
Complete discovery
•
Existing enterprise agreement allowed for easy
transition to buying DNS licenses
Map workflow for Claims to ensure notes
into the CMS in a timely manner
•
Deal went from start to close in 75 days
•
Schedule training
•
6 days training including discovery time
with the claims and investigators in the
field
•
Monitor metrics to ensure efficiency gains
•
Close on large deal!!
•
20 Claims licenses and 12 SIU licenses
19
SOCIAL
SERVICES
Social Services
MARKET
REVIEW
Ryan DeLone
20
Industry Snapshot: SOCIAL SERVICES
Business
Opportunity
• The industry’s 1 million social workers face an intense administrative
burden:
–
–
75% of social workers spend 40-60% or more of their time on administrative
paperwork
At least half of all social workers put in 5+ overtime hours every week
• According to the U.S. Department of Labor’s Bureau of Labor Statistics,
social work is one of the fastest growing careers in the United States
• The profession is expected to grow by 30% by 2010; currently, nearly
600,000 people hold social work degrees
Industry
Challenges
• Underpaid, overworked and emotionally stretched daily
• Overwhelming case loads
• Staff retention
• Administrative burden leads to poor accuracy and limited detail
• Lack of detailed documentation leading to states being sued (i.e.
Children’s Rights)
Why Dragon?
• Operational cost reduction; improved client service; speed data entry;
automation of manual tasks
• Safe time and hassle of paperwork – Case reports can be 8-10 pages
• Reduce burnout -- maintain or increase staff retention and job satisfaction
• Disability access; preventing repetitive stress injuries
21
Industry Overview: SOCIAL SERVICES
• Most agencies are understaffed, underfunded, and overworked as
caseloads and documentation requirements continue to increase
• Social workers often have up to 25 cases open at any given time,
resulting in high burnout and turn over rates
• A social worker is required to create and update up to eight separate
lengthy documents for any given case
• State agencies face legal action from organizations such as
Children’s Rights looking to transform child welfare practices and
policies
22
Key Questions: SOCIAL SERVICES
• Target contact is COO, Operations Director, or Deputy Director of
Field Operations
• Uncovering opportunities:
1. Do you use any type of transcription service? Internal word processing
departments?
2. What is your annual employee turnover rate?
3. How many hours in a day do you spend documenting case notes?
4. What is the weekly case load at your office/department?
5. What is the frequency of contact per case?
23
Key Messages: SOCIAL SERVICES
•
Dragon can reduce documentation times by up to 50%
•
Dragon allows social workers to spend more time in the field and less time
on paperwork
•
Dragon lets social workers dictate notes into a digital voice recorder
•
Dragon’s custom voice commands can be used to insert boilerplate text or to
automate routine/administrative tasks
•
Dragon helps social workers spend more time in the community helping
people in crisis resulting in greater job satisfaction and lower turnover
24
In Their Own Words: Youth Villages
25
Youth Villages
Challenge
•
1,400 counselors and support staff help more
than 11,000 children each year from 50
locations in 39 cities across 10 states
•
Grueling pace with extensive case
documentation (session notes, contact notes,
assessments, weekly treatment plans, monthly
summaries, etc.) was leading to counselor burnout and high turnover rates
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
Current Status / Next Steps
•
Documentation completion time cut by 55%
•
Complete administrative work / documentation
requirements more quickly; capture notes with a
digital voice recorder in the field
•
Increased counselor retention and maintained
consistency in job satisfaction ratings
•
Dedicated on-site support staff; centralized
administration
•
Percentage of counselors who felt they had
moderate to complete control over paperwork
increased from 39% to 82%
•
Top-level executive support
26
LEGAL
MARKET OVERVIEW
Mike and Alan
27
Industry Snapshot: LEGAL
Business
Opportunity
• $1B spent each year on dictation and transcription services
• Productivity & billable hours lost by way of highly inefficient processes including
$300+ attorneys typing at 30 to 40 wpm
• 761,000 lawyers
• 80% employed by law firms: 165,000 law firms
• 8% in corporate (includes 20,000 lawyers in insurance/finance);
• 238,000 paralegals/legal assistants (70% employed by law firms)
Industry
Challenges
• Overtime fees, outsourced transcription costs, and lengthy turnaround times eat
into firm profits and erode client satisfaction
• Flat rate arrangements are increasing
• Competitive environment driving more efficiency
• Staffing costs are high with firms to adjust their staff / attorney ratios
Why Dragon?
• Operational cost reduction via transcription cost and staffing reductions
• Improving client service via faster document turn-around
• Speed data entry into time management, billing, case / practice management
systems
• Manage email correspondences more efficiently
28
Industry Overview: LEGAL
• The legal industry has evolved from a prestigious profession focused
on long-term relationship building to a hyper-competitive field focused
on maximum revenue generation (billable hours)
• The average associate works 62 hours per week, resulting in poor
work/life balance
• Use and adoption of technology is still an individual decision in many
firms; younger lawyers adopt technology more readily than older
lawyers
• Almost all lawyers use dictation devices for preparing case
documentation, but most are still dependent on administrative staff
and transcription services to complete required paperwork
29
Key Questions: LEGAL
•
Target Contact is a Partner or Associate Partner, Director of
Technology
•
Uncovering opportunities:
1.
2.
3.
4.
Do you currently have a speech strategy or use a speech platform?
What is your ratio of support staff to attorneys
Do you currently outsource for your transcription needs?
Do you bill back your customers for the time your
attorneys/paralegals spend on document creation?
5. Do your attorneys currently use digital recorders for their dictation
needs?
30
Key Messages: LEGAL
•
Dragon can reduce the time and cost associated with traditional transcription
•
Dragon helps reduce the time to complete documentation tasks from days to
hours
•
Dragon helps reduce admin costs and improve the staff-to-lawyer ratio
•
Dragon enables administrative staff and paralegals to be more productive
and focus on billable activities which reduces overtime
•
Dragon helps users complete documents faster with less dependency on
support staff
•
Dragon allows users to dictate case notes directly into case management
systems
31
Liberty Mutual
Challenge
•
Attorneys constantly behind in creating
contracts and other legal documents due to
limited support staff
•
20 minutes/document, 5-6 documents per day,
10 minutes/system data entry per case
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
•
100% of pilot participants agreed creation of
traditional dictation is faster with Dragon
•
•
50% reduction in document creation time after
90 days / 70% reduction after 180 days
•
Data entry time reduced 70% to 3 minutes
•
Revision/correction time nearly eliminated
•
Dragon used for about 80% of all documents,
50% of email
Dragon restored 6 to 8 hours of productive time
per week per attorney
Current Status / Next Steps
32
FINANCIAL
SERVICES
Financial Services
MARKET
OVERVIEW
Andrew Buckley
33
Industry Snapshot: FINANCIAL SERVICES
Business
Opportunity
• 317,200 securities, commodities, and financial services sales agents across
large, nationally known organizations and smaller organizations
• Growing compliance requirements and regulatory demands. Effective
compliance is critical to an investment advisor’s practice because it:
–
–
Industry
Challenges
Facilitates a productive, efficient, and transparent client-advisor relationship
Mitigates legal/regulatory issues that could lead to significant fines/costly litigation
• Meet growing compliance requirements and regulatory demands while
maintaining high productivity and controlling costs
• Rising cost of business in a highly competitive market
Why Dragon?
• Fast, efficient and cost-effective solution for creating the documentation required
to meet ever-expanding compliance requirements and minimize risk of litigation
–
Dramatically reduce the time it takes to document client interactions in CRM systems;
improve detail and accuracy of meeting notes
• Enables investment advisors to easily capture the detailed information needed
to minimize risk of litigation and improve service to investors;
• Produce other client communications like email, written correspondence,
agreements, plans, and newsletters
• Drive higher productivity and control costs for bottom-line results
34
Industry Overview: FINANCIAL SERVICES
• Investment management firms and independent investment advisors
need to ensure ongoing compliance (i.e. FINRA)
• Non-compliance could result in sanctions, fines or prosecutions
• Investment advisors are subject to the rules of numerous government
agencies and independent regulatory groups; this regulatory scrutiny
is expected to continue to increase
• To meet compliance requirements and protect against litigation,
investment advisors must carefully document all conversations with
clients
• Capturing detailed information helps to minimize the risk of litigation
and improve service to investors
35
Key Questions: FINANCIAL SERVICES
•
Target Contacts are Financial Advisors, Investment Advisors,
Compliancy Supervisors
•
Uncovering opportunities:
1. Do you currently use third party transcription services such as
CopyTalk?
2. How does your firm protect itself with regards to state
regulations/guidelines regarding the accuracy and detail of your
work/case histories?
3. Would it be helpful if you had a way to control the standardization of
case notes in your organization?
4. What are your company compliancy guidelines for documentation?
5. How often are audits performed on the case notes that are entered?
36
Key Messages: FINANCIAL SERVICES
•
Dragon can reduce the time it takes to document client interactions in CRM
systems
•
Dragon helps improve the detail and accuracy of meeting notes and enabling
users to capture them while they still fresh in their minds
•
Dragon enables users to produce other client communications like email,
written correspondence, agreements, plans, and newsletters
•
Dragon helps users maintain documentation to meet compliance
requirements and minimize risk of litigation
37
Franklin Templeton
Challenge
•
Offer a mobile dictation/transcription solution
using Blackberry
•
•
BB not supported in v10/v11
FRK management would not authorize a
purchase for additional hardware
•
Cost was prohibitive
•
Another device to carry
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
•
Provide training for Field Sales reps
•
•
Support correctionists
Timely/accurate data from onsite meetings
•
Leveraging a transcriptionist for
correction and input into Siebel CRM
•
Notes meet/exceed internal compliancy
standards
•
100 licenses total
Current Status / Next Steps
•
•
Run tools like acoustic optimizer
Leverage ATFA to automate transcription
process
38
ATFA Workflow
39
RBC-Tim Citro
Challenge
•
Investment Industry Regulatory Organization of
Canada (IIROC) policy requiring all customer
notes to be electronically entered into their CRM
system
•
Compliancy – detailed and accurate client notes
needed to comply with standards
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
•
Nuance integrated Dragon into their CRM
system
•
RBC implemented a hardware system that
integrated the phone and the PC with a single
headset
•
Notes were more descriptive which in turn
lessened their exposure to liability
Current Status / Next Steps
•
Rolling out 100 licenses of DNS Pro to users
•
Phase 2 roll out is 500 licenses in the next
several months across multiple wealth centers
40
EDUCATION
Education Industry
MARKET
OVERVIEW
Mike and Alan and
friends
41
Industry Snapshot: EDUCATION
Business
Opportunity
• K-12: $1.5 billion spent on technology and other instructional support in Special
Education
– 66,000 elementary schools, average enrollment of 475 students
– 3 million-plus school-age children are currently receiving special education services
– 23,500 secondary schools, average enrollment of 700 students
• Higher Ed: $84 Million spent on Student Support Services including technology and
other instructional support
– 2,300 4-year and 1,700 2-year schools
Industry
Challenges
• School systems are trying to adequately serve more and more students with
physical/learning disabilities involving written language
• Schools need to teach students a wide range of PC skills, including alternative input
methods
• Many teachers receive hundreds of essays, reports, exams or homework
assignments from students every week, all of which require timely review and
detailed feedback
Why Dragon?
• For students with physical/learning disabilities: accessibility; helps special
education students keep up with their non-disabled peers
• For students of all abilities: Improves core reading and writing skills
• For teachers and administrators: Streamlines the assessment of student
assignments by enabling teachers to quickly add comments and notes
42
Supporting Volume Licensing
45
Calgary Canada - Dr. Oakley School
Challenge
• Mandate to provide site- based, intensive literacy
development for complex learners
• Find technologies that can be put into the
classroom so that students can be re-introduced
to the traditional K-12 setting within 2 years
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
• Dragon was deemed a software to help facilitate
this and has been instrumental in faster reintroduction into their schools
Current Status / Next Steps
• Calgary Board of Education decided that with the
success they’ve had with the software to start
introducing it as an inclusive tool
• Purchased 84 school site licenses for both PC &
MAC
• Staff were trained by the Inclusive Learning
Technologies Department to help students get
acclimated to the technology
47
Before and After Dragon
48
In Their Own Words: Education
49
PUBLIC
SERVICE
MARKET
OVERVIEW
Ryan DeLone
50
Industry Snapshot: PUBLIC SERVICE
Business
Opportunity
• Officers spend an average of 45% of their time on paperwork (an average of 2
hours of paperwork per incident)
–
–
–
–
–
State and local police: 732,000 officers in 17,876 agencies
Organizations with > 50 officers: 2,224 (13%)
Sheriff departments: 175,000 officers in 3,067 agencies
Probation officers / correctional treatment specialists: 92,000
Correctional officers and jailers: 409,000
• Judicial support staff can spend 30+ hours per week typing multiple drafts
–
–
State and local governments: 26,900 judges, magistrate judges, and magistrates
jobs; additional 14,400 administrative law judges, adjudicators, and hearing officers.
Arbitrators, mediators, and conciliators: 9,900 spread across state and local
governments, labor organizations, law offices, insurance carriers, and other private
companies
Industry
Challenges
• Administrative burden keeps officers/judges from focusing on public service
Why Dragon?
• Field reporting / complete forms faster
• Reports must be accurate and detailed, filed in a timely manner
• Speed document creation; improve document details and accuracy
51
In Their Own Words: Burlington Police Department
55
Iowa Court System
Challenge
•
Offer a workflow solution to improve
transcription process of case reports
•
Support staff responsible for up to 35
hours of typing
•
Support staff have flexible roles/ multiple
locations and are an aging workforce
•
Maintenance & Support required
Solution (what problem was solved)
Deal Structure (licenses/training)
Negotiation
•
Upgrade 135 users to Dragon 11 Professional
•
•
•
Current Status / Next Steps
•
Decreased transcription process by 40%
•
Budget and fiscal stress alleviated
•
Include M&S
Provide additional training for Judges and
support staff
•
Retired support staff job rolls not
backfilled
Organization has access to Tech Support
Set up “roaming user” to improve the workflow
of flexible support staff
56
Southern California Edison-VR Solutions
Challenge
•
Reduce the amount of workers’ compensation
claims
•
Reduce repetitive motion processes in call
center
•
Improve Productivity
•
Safety
Solution (what problem was solved)
Deal Structure (licenses/training)
/Negotiation
•
SCE was able to bring back injured workers
•
Reduced risk of future injuries
Current Status / Next Steps
•
1200 Licenses DNS Pro
•
Reduced AHT in Call Center
•
700 Call Center
•
Contained new hires that may not have met
minimum standards
•
300 Ergonomic/Safety Team
•
200 Billing Department (new)
•
Safety
•
•
360 CCA – 8.7 million keystrokes
saved/44k Macros launched (July 2010)
Continue to leverage existing success into other
departments – SCE Tours
57
Questions?
58
Understanding Customer Challenges
and Closing Business
featuring John Costigan
59
At Your Finger Tips – Marketing
Program, Sales Tools
and Promotions
60
Aimee Kreth, Marketing Programs Manager
Kristen Wylie, Product Marketing Manager
Erica Hill, Senior Manager, Corporate Communications
Agenda
• VAR Resource Portal
• Marketing Program Activity
• Leveraging Public Relations
• FY11 Promotion
61
Have You Seen Me?
62
What Can I Find on the Portal?
•
Resources we have today:
•
Resources we are working on:
•
Product collateral
•
Marketing programs
–
–
–
–
•
Demo library
–
–
•
•
•
Playbooks
Case studies/testimonials
White papers
ROI calculators
•
–
–
–
Flash demos
Feature videos
Customer videos
•
White paper
Webinar
Case studies
Dragon Dictate
–
Multimedia
Top press clips
Press announcements
Financial services
–
–
–
•
Webinar invite
Presentations
Sample direct mail
Ongoing promotions
Press features
–
–
Scripts
Tips for preparation
Vertical tools
–
–
–
–
–
–
–
–
DNS datasheets
Dragon Dictate datasheet
Feature matrix
Comparison charts
Feature demos/videos
What would you like to see?
63
And Don’t Forget our Website
• User workbooks
• Additional instructional videos
• Ondemand webinars
• Knowledgebase
64
Marketing Program Activity
• Version 11 intro webinars
• Trade show support and funding
• Monthly webinars
– More than 50 conducted in FY10
• Monthly newsletter
• Voice rewards program
• OLP call campaign
• Training services email campaign
• Vertical programs
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Social services VITO letter
RSI direct mail
Court admin campaign
Education programs
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What Have You Done for Me Lately
• Ongoing portal updates
• Recertification testing
• Partner locator revamp
• Quarterly training webinars
• Continue trade show support
• Expand marketing materials
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Leveraging Public Relations
• How to get press for your customers
• Approaching your customer for a case study
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2011 Sales Contest
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2011 Sales Contest
• Quarterly iPad Drawing
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2011 Sales Contest
• 2 Year BMW 328i Lease
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2011 Sales Contest Rules
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$10-$20,000 deal receives 1 ticket
$20-$30,000 deal receives 2 tickets
$30-$40,000 deal receives 3 tickets
$50,000+ deal receives 4 tickets
• Rules:
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Must register opportunity with Dragon rewards on portal
Must be purchased at same time not $5K then another $5K
Must be license sales not box
Will receive ticket credit in the quarter licensing is received
Quarterly iPad giveaway will be based on deals that quarter
All tickets stay in for year-end BMW Lease award
• TBD October 15th 2011
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Partnering for Success
• Expand your markets to the verticals presented today
• Engage us in your success
• Use some of the skills John Costigan outlined today
• Use the tools available such as the Partner Portal
• Let us assist you with publicity/Co-Marketing
• Take advantage of the promotion by registering
opportunities TODAY
• Keep an open line of communication-Feedback
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Questions?
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