Transcript Document

2013 and Beyond
The Road Ahead
Historical Product Roadmap
2000
Reporting
Agg.
On the fly;
On Demand
2001
Onboard
Self-service
model
supported by
Webex
2004
2006
Billing
Invoice
& Payment
Mgmt
Transparency, Sales tax
4 way match validation &
accounting
system
W/O Mgmt
integration;
Quantitative &
Blast ACH
Qualitative
feedback on
each W/O;
Validation
2010
Find
Matched
search using
detailed
parameters
2010
2010
2011
2012
2012
Business Parts and
Credential
Analytics Trade
Capture more: Micro
Expertise Analytics Supplies
Consulting Management
expertise,
Reporting FM
training,
expertise
Catalog
education
on demand
Purchasing
only as
needed
Value Proposition
ServiceChannel provides value for the whole supply chain
Participation is Growing
Our Mission Continues
OurServiceChannel
mission is to be the Clients
global leader for successful business
Select
collaboration between leading facility managers and contractors
What Facilities Clients are Saying
What Contractors are Saying
What’s new in 2013 and Beyond
2013 represents the
beginning of a new phase
in ServiceChannel’s history.
We have made a multi-year,
multi-million dollar investment
to drive more value for
the service buyer and
the contractor community:
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
Your own footer
2013
• Major New Services and
Value for Service Buyers
• Major New Services and
Value for Contractors
• New Business Model for
Top Contractors
Your Logo
What’s new for ServiceBuyers?
2013-14: New Features and Functionality Highlights:
2013 Q1
Go live of
SupplyClick
(2012)
Q2
Q3
Q4
SSAE 16 Certification
New Website
Co-development
of new industry
invoice standard
Investment in Technical support
team and Client Services
SupplyClick Enhancements
Improved documentation and
training investment
Addition of strategic sourcing services
SAML single
sign on
Client
Knowledgebase
Increased investment and upgrades in hardware and
hosting resources
UI re-write for core sections of the ServiceClick applications
Improvements to Proposal functionality
z
z
2014 Q1
Q2
New Select Contractor Program (SCP)
As part of our ongoing commitment to provide valuable tools to both
sides of the facilities management equation, we are launching the
ServiceChannel Select Contractor Program (SCP) – a new
program that provides value-added features and services to all
contractors transacting with clients via the ServiceChannel platform.
The SCP helps contractors to maximize the benefits of the
ServiceChannel platform for their business:
• Functionality, services, and support
• Tailored to contractor’s level of activity on the platform.
Benefits Select Contractors receive
The SCP levels grow with contractors’ e-commerce needs, providing evergreater levels commerce management tools, training, technical support, and
account management resources.
Benefit Highlights include:
• New Contractor console - puts all
client relationships in one place
• Improved documentation
and training
• Improved support options—including
dedicated toll-free support with direct
agent access for some levels, prioritized
assitance with proposals, invoices and
work orders.
• Improved registration process
• Fixxbook badging and ratings - drive
more business, differentiates company
• Contractor support satisfaction survey
• Dedicated account managers –
for largest contractors
• Contactor customer advisory
board - for contractor input into
product process
Benefits Select Contractors receive
SEE HANDOUT FOR
PROGRAM DETAILS:
New Business Model for Top Contractors
Contractors receive these additional services and capabilities
based on their transaction volume.
The Select Contractor program offers four levels of benefits for
contractors:
• We expect that about 70% of contractors will use the Green level
which is free
• The Silver, Gold, and Platinum levels cost $1 per invoice and add
services and capabilities based on invoice volumes.
Select Contractor Program (SCP)
How do Select Contractors access the specific services and features
available at their level?
Most of the subscription features and services are available directly
on ServiceChannel.com, so Select Contractors can access them by
simply logging in to their accounts.
Platinum level Select Contractors will be contacted by their new assigned
account managers to assist them with additional benefits.
Select Contractor Program (SCP)
How are Contractor Select fees calculated?
Over 70% of contractors may use the ServiceChannel platform for free
using the Green subscription level.
If a contractor submits 52 or more invoices with at least one customer
relationship they receive Silver designation and pay will pay $1 per invoice
or $52. After that, SCP fees are simply $1 per invoice for all relationships
which have 52 or more invoices per year.
There are no fees for:
• Relationships with less than 52 invoices per year
• Work orders, acknowledgements, IVR access, reminder calls from our call
center, mobile apps and all the benefits above listed under the green
subscription level
New Business Model for Top Contractors
What Your Contractors Get
What SCP Gets
Reduced receivables,
speedier payments
Reduced costs of
doing business
Exposure to other revenue
opportunities
Tools for better customer
experience
$1 per invoice*
(less than the cost of
mailing an invoice)
*Applies only to contractor relationships with clients who submit
52 or more invoices per year
We will handle contractor communications
Materials to help contractors understand the new services, how to take advantage of
them and for 25% of them, the rationale for the fees
Communications include:
• Presentation
materials/Webinars
• Letters and emails
• Contractor ROI
analysis
• Collateral
showcasing SC’s
investment in
vendors
• FAQs
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Resources for Contractors
There are several ways in which contractors can get more information
about the Select Contractor Program:
• Visit the Select Contractor Program micro-site at: www.xxxxxxx.com
• All contractors can contact us via email at:
[email protected]
• Gold and Platinum level contractors can access support via Instant Chat
when logged into their ServiceChannel account.
• Platinum contractors will be contacted by their new assigned account
managers to assist them with additional benefits.
• US/Canada-based contractors may call toll-free: (877) 468-2746
• Non-US-based contractors may call toll-free: 0808-234-2202
Communications Timeline
We will Take a Proactive Rollout Communications Approach
over the Next 4 Months
Feb 8
Feb 22 Mar 1
Apr
All Contractors
Aware
Top Contractor
Communication
Kickoff/ All Service
Buyers Aware
May 1
Jun 1
Jul
Contractor
Invoicing begins
Official Start
New Program
Service Buyer
Kickoff
70% of Contractors on ServiceChannel will continue to transact for free
Executive Summary
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•
Substantial new investment by ServiceChannel
•
Substantial new functionality and value for both facility managers
and contractors
•
Improved alignment of pricing with facility manager and vendor value
– Vendors receive value and now contribute a small amount to the
community
•
SC takes the lead in communicating and managing
– With supplier outreach and communication tools
•
Clear vision and timeline for the future
Addendum Items
Our Vision
We recognize the importance of the SC Community as a shared global
resource serving some of the world’s largest corporations and literally
tens of thousands of their contractors-- contractors with a diverse set of
needs and capabilities.
As a result, we have established these guiding principles to articulate our
future path to this diverse community.
•
•
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Listen to the broad global community - of facility managers,
contractors, and partners.
Creating productivity and efficiency for all the participants
in the community is the only way to deliver value. Creating and
sharing this value is the only reason for ServiceChannel exist.
Finding ways to remove costs from the system is the only true
“win-win”
Maintain a reliable, scalable, secure and predictable
infrastructure.
Govern the community as if it were a co-op owned by its
participants.
Our Mission
To be the global leader for successful business collaboration
between facility managers and contractors
 More efficient ways for facilities and contractors to discover
each other
 Deeper transactional process support and support for more
categories of facility and store operations spend
 Increase payment and financing capabilities
 Easier facility and contractor access and integration
 Continue to drive leading security, reliability, standards, & ease of use
The SC Community
The SC community is a vibrant community of service buyers, contractors, and partners
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Value Proposition
ServiceChannel provides value to the retailer and contractor
Service Buyer
•
Focus on managing facilities, not
paperwork
•
Process savings in sourcing,
procurement, credentialing, payment
•
Hard $$ savings:
•
- Sourcing, work order management,
contractor compliance, contractor
performance scorecarding
•
Improved data capture, spend visibility
•
Benefits to contractors
Service Buyer
•
•
•
•
•
•
•
Compliance with customer programs
Reduced administration and
invoicing costs
Better collaboration with customers
Improved visibility into transactions
Get paid faster - faster order-to-cash
cycle
Better working cashflow management
Opportunities for new business
Our Commitment to Contractor Value
ServiceChannel offers contractors top and bottom line value.
Being a connected contractor makes you a
lower total-cost contractor to do business
with, which leads to increased wallet share.
SC customers also reduce rogue spend
By badges and credentialing on
Fixxbook, and references from SC
clients, the number one source of new
contractors for our clients.
ServiceChannel makes it easier for
retailers and contractors to differentiate
based on credentials and real, measured
performance, not price.
By eliminating calls, faxes, inaccurate
orders, automating the process for order
management and invoicing, SC reduces
contractor operating costs.
By automating the order and invoicing
processes you eliminate (or reduce) errors –
which are costly in terms of labor and delays.
Contractors tell us their SC clients have fewer
disputes and long delays in payment
Eliminates the headaches and
unpredictability of invoice and
payment cycles; order and change
order processes.
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What is new for Contractors?
2013 Highlights:
• Dedicated Contractor Team
• Select Contractor Program with additional benefits, features for
all contractors, especially top transactors
• Contractor console to put all relationships in one place
• Improved support options—including dedicated toll-free support with direct
agent access for some levels, prioritized assitance with proposals, invoices
and work orders.
• Fixxbook badging and ratings to drive more business
• Contractor support satisfaction survey
• Improved documentation and training
• Improved registration process
• Dedicated account managers for largest contractors
• Contactor customer advisory board for contractor input into product process
• Access to value added services such as business certification and barter
exhanges.
New Business Model for Top Contractors
Top Contractors get a lot more value from SC than $1/invoice
• Still free to start for all contractors
• Easy to on-board, see value
• Remains free for 70% of all transacting contractors
• All those who submit fewer than 1 invoice per week
• Only for those contractors who get value, those who submit more than 1
invoice per week (52 per year) there will be a nominal $1 per transaction
fee
• Affects only the top 25% of transacting contractors
• Transaction includes work order, invoice, calls, etc
• These contractors will receive the aforementioned value-adds at no
additional charge
• Extended support
• Additional languages
• Contractor Scorecard
• Contractors who do not qualify can purchase these services at their option
Only Top 25% of Contractors are eligible
What is a Select Contractor?
Select Contractors are contractors who have been invited to provide their
credentials to a ServiceChannel client in a private network. Based on the
volume of invoices the contractors process annually, contractors are
designated as Green, Silver, Gold or Platinum.
How many Select Contractors are there currently on ServiceChannel?
25% of all contractors currently using the ServiceChannel platform qualify
as Select Contractors.
What percentage of contractors use the ServiceChannel platform
at the green level? More than 70% of contractors currently using the
ServiceChannel platform do so free of charge.
Contractor Return on Investment
SC Offers the Highest Contractor Return on Investment
Cost/Benefit Analysis for Contactors
•
Trouble shooting on buyer side
•
On-network validation of
invoices
•
Remove paper, postage costs
•
Faster payment through faster
approval and fewer disputes
•
Automation into/from our
systems
•
Visibility
•
Better ability to differentiate
(check-in/check-out)
•
Ease of use
•
Multiple connectivity options
•
Fixxbook opportunities
Fees
Process
Cost
Savings
Faster
Error
Payment Reconciliation
Cost Savings
Net
Benefit
New Revenue
Opportunities