LEAP V preso 26 April v8

Executive Presentation

LEAP Team #327th April 2016

Country SU/BU Team Member Job Roles

Australia ITaaS Michelle Dowling VP Channel Operations

Japan DCS Aaron Roberts Manager Networking and Data Centre

Hong Kong PS Leo Wong Professional & Training Services Director

Singapore OHQ Sumeet Kumar Regional Client Partner

Singapore OHQ Guey-Ming Chong Regional Services Architect

Sponsors

Andy Cocks Stephen Raj

PROBLEMPROBLEM

How do we leverage information from clients on our platforms to

improve client satisfaction, increase client stickiness, increase

services revenue and innovate new services offerings?

Leverage information from clients on our platforms to:

Client Satisfaction

Improve Client SatisfactionVoice of the Client

New Service Offerings

Innovate New Service OfferingsFocus on Platform data

Services Revenue

Increase Services RevenueConsulting led & Move to Manage

Client Stickiness

Increase Client StickinessLand-Adopt-Expand-Renew

SITUATIONAL ANALYSIS

Situational Analysis

Dimension Data

External industry pressures

Strategic drive to consultative led

Increasing available data but disconnected

Contributing factors

Shift in client expectations

Move to outcome focused services led

organisation

Margin Pressure as product business is

commoditised

Voice of the Client data highlights

service levels and responsiveness

Multiple disconnected

systems

Issues with client data completeness

Live data from MCP and MSxx

platforms

* Source: Consumption Economics – The New Rules of Tech, Wood, Hewlin, & Lah*Source Porters 5 forces competitive framework

SOLUTION PROCESS

Driving Value – business outcomes

Transform to drive productivity

Improve operational efficiency

Reduce risk position

Be proactive & predictive

Improved commercial outcomes

“We want to become a ‘partner’ to our consumer than just a ‘vendor’ to them”

VP, Global Customer Optimization, eBay

“To deliver value & get people excited about new opportunities, we want to organize the data streams to a particular focused outcome”CIO, GE software

Source: McKinsey Chief Marketing & Sales Officer Forum, 2013

Improved responsiveness

Deeper client relationships

Services led thought leader

Cross sell & upsell possibility

Additional services revenueClient

DD

POLLING

DATA

INVESTIGATE

IDENTIFY

TEST

USE CASE

3 BIG IDEAS

BRAINSTORM

SURVEY

RESEARCH

INTERVIEW

SELECTION

VALIDATION

APPLICATION

SOLUTION

Possible Solutions examined, cross referenced with polling data - shortlisted solutions

Platform Review & Financial Modelling of solution

Internal SWOT Analysis - Issues & Opportunities Identified by internal stakeholders

Lists of Available Platforms and Relevant Sources Compiled

Internal and External capabilities to deliver potential solutions

Use Cases &Potential explored

RESULT – Three Potential New Service Offerings

METHO

DOLGY

*Reference: Robert M Grant www.contemporarystrategyanalysis.com

PROCESS

DevOps as a ServiceGSOA in a

Box

Data Analytics

3 BIG IDEAS

SOLUTION SELECTION

Dimension Data Platform LandscapeQuote to Order Order to Bill Service Delivery/Service Fulfilment

BUCK

eMNCClaim

eCapex/eSpares

SAPAP Instance

eSOF/eDOF

SO No.

Project ID, WBS, Costing

Utilisation (Timesheet)

eCreditLimit

eCredit Note

eMMCM

MM, CM Credit limit Check

CNR

CMSNZ:DMS,FMS

SO Details

eSAMsUpdated S/N Spare, Loan ePro-visoning

ITSM

PriceLists

Forex Exchange Rate

DIRECTNZ:ITQ

Approved SO

BOM Details

Deal won

PMC

CISCOB2B

Contract Expiry

Client PO

Contract Details, SLA, MACD

COGNOS

AR, RR Reports

PPMS

BackoutPOBilling

PurchaseOrder

ExtVendors

OutsourceCPQ

Tier 2/3 Region App

Tier 2eAPP

External Application

S2A-GT Tier 1 App

Manual Flow

System Flow

ExternalInterface

Manual Process

MFR/QBR Reports

Contract Reports

BW, BSC, Sales Bonus

MM, CM

SFDC

CISCO/GS Catalogs eVIP

EOL / EOS

OrderUpload Client PO

TPOSS

TP Order

Renewal Pipeline

Project,Product

Client PO

Renewal

FYM/Attach

Stand-alone

Kabel

ISG

Kabel/ ISG

Quote to Order Order to Bill Service Delivery/Service Fulfilment

COGNOS

SAPAP Instance

CMSNZ:DMS,FMS ITSM

DIRECTNZ:ITQ

SFDC

ITSMCloud Control

Panel

Client security portal

Manage Centre

Competitive info, outsourced IT services, country, industry, service

provider name, contract TCV, ACV, tenure, signed year, renewal date, service type, contract status,

service line

CI name, site name, CI model, vendor, classification, IP addresses,

serial no, SNMP version, SNMP string, OS version, console username, password etc

opportunity owner, client name, record type, account name, sales region, sales estimated revenue,

opportunity stage, win probability, closed date, buyer’s cycle phase

Period, Country, Sales Organisation, Sales document, Created on, sold to,

sold to Name, PO no, Material no, Material Group, Project title, Client

Manager Name, BU, sub-BU, Solution Group, Vertical, Segmentation,

Booking, POGM, ACV, Service Type

Real-time price lists, configuration tools, product

availability, order reservations, order placement, real-time status, and asset tracking

Budget, Booking TCV, ACV, Revenue, PBIT, by countries and BUs (e.g. PS, MS & ITaaS). Each BU (e.g. MS) will have

sub-BUs such as Uptime, TE, pITIL, Managed, SNT+VBR, ITaaS, non-annuity

Maintenance SO, service contract no, material code, serial no, item

start-date, item-end-date, contract start-date, contract end-date, End-

of-Sale, End-of-Support

Voice of the ClientGSO

A

Contact Centre Benchmarking

NI Barometer report

Sean Greave

s

Dilip Kumar

Fung Siong

Andy Cocks

Stephen Raj

Dario de

Seta

Apoorva

Data Analytics Service

Capture & Correlate

Analysed data

SFDCRIM

Cognos/ S2A

Uptime

SAP

DD Direct

Voice of the Client

TLMAITSM

Cisco AT&A ISG/

Kabel

Contact Centre

dataITSM

Cloud Control Portal Client security

portalManage Centre

ODS

Analytics Engine

Client Data

New Service Offering

Data Analytics Process

CD as a Service2

ClientDISCOVERY1

Predictive Analytics

MCP

Public / Private MCP

Hybrid3

Internal Use

SERVICE PLATFORM/SUSE CASE

Internal / External


HybridService Offering

Predictive Analytics

ClientDiscovery1

CD as a Service

MCP


Hybrid

Internal Use


Service Offering


HybridInternal / External

2

3

New Service Offering – 3 Versions

ClientDiscovery at a GlanceWHAT – Single Pane Client View Portal, with up to 15 different data feeds

WHY – Expose existing data to assist in upsell, cross sell and renew challenges

WHO – Dimension Data Client Managers, Client Directors, BU/SU Heads, Account Executives, SAM and others

BENEFIT – Resolve current challenges regarding • Increased visibility thus early/on-time UPTIME renewals• Upsell additional services to satisfied clients• Proactive engagement with client for BAU & Transformative sales• Drive adoption across BU/SU in terms of annual account plans and KPI • Analysed information availability to

• effectively account plan• review client’s propensity & budget to engage 3rd party

ClientDiscovery1

Data Integration Customer Matching

Next Best Action

Client Analytics

Client on a Page

Data Enrichment

SFDC

CMS

SAPITSM

CMDB

Other Data Sources

ISG/ Kabel

NI Barometer

report

RIM

Voice of the Client

TLMA

Contact Centre data

Core Trusted Data Sources

Acquire & Load Source Data Map & Transform Prepare Datasets Standardise Match Data Export results

Load Products, Transaction

Load Customer data from 360

Enhance the data and configure analytic models

Intelligent Engagement, Predictive triggers, cross sell/up sell

Self service web interfaceLoad Products,

Interactions

Information Governance

Infrastructure Managem

ent

Leveraging Oakton’s C360 Platform

SFDC

CMS

SAPITSM

CMDB

ISG/ Kabel

NI Barometer

report

Real-time data analytics

ClientDISCOVERY1

CD as a Service

MCP

Public / Private MCP Hybrid

Internal Use


Service Offering



2

3

ClientDiscovery1


Real-time data analytics

ClientDiscovery1

CD as a Service

MCP


Internal Use


Service Offering



2

3

Business Outcomes Increase service revenue

for End of Sales/ Support, tech refresh

Improve service renewal rate, service attach rate, contract renewal

Generate new pipeline/ sales i.e. cross BU sales

ClientDiscovery

Reporting

Governance and infra management

Customer Service Catalogue

Omni-channel

Store Web Mobile Social Phone Video

Internet of Things

SFDC

EMC Smarts

Cognos

Remedy

SAPCRM

Client SAT

Tivoli ITSM

Oracle

ERP

CMDBODS

Client Data Source

Other Applications

2 CD as a ServiceReal-time data

analytics3

ClientDiscovery1

CD as a Service

MCP

Public / Private MCP Hybrid2

Internal Use


Service Offering



2 CD as a ServiceReal-time data

analytics3

ClientDiscovery1

CD as a Service

MCP

Public / Private MCP Hybrid2

Internal Use


Service Offering



Business Outcomes Empower our client to

drive productivity, improve digital experience

Drive DD digital business, meeting client’s needs in Social, Mobility, Analytics, Cloud and IoT

Improved client experience, retention

Data Integration Customer Matching

Next Best Action

Client Analytics

Client on a Page

Data Enrichment

SFDC

CMS

SAPITSM

CMDB

Other Data Sources

ISG/ Kabel

NI Barometer

report

RIM

Voice of the Client

TLMA

Contact Centre data

Core Trusted Data Sources

Acquire & Load Source Data Map & Transform Prepare Datasets Standardise Match Data Export results

Load Products, Transaction

Load Customer data from 360

Enhance the data and configure analytic models

Intelligent Engagement, Predictive triggers, cross sell/up sell

Self service web interfaceLoad Products,

Interactions

Information Governance

Infrastructure Managem

ent


SFDC

CMS

SAPITSM

CMDB

ISG/ Kabel

NI Barometer

report

Predictive Analytics3Real-time data

analytics

ClientDISCOVERY1

CD as a Service

MCP


Internal Use


Service Offering


HybridInternal / External3

2

Real-time data analytics ( Predictive Analysis)

Predictive Analytics3Real-time data

analytics

ClientDISCOVERY1

CD as a Service

MCP


Internal Use


Service Offering


HybridInternal / External3

2

Business Outcomes Predict where, when, and

why asset failures are likely to occur.

Optimize spare-parts inventory to reduce inventory costs

Alert client, operations and budgeting teams prior to costly event failures occurring

DEMONSTRATION

Web link: http://52.221.227.39/index.htmlUser Name: dd-userPassword: Cu$toMer_360#dd

http://52.221.227.39/index.html

Sample page using Kable & ISG for competitive information

Kable and ISG cross reference data illustrating clients budgets and where

they are buying

THE FINANCIALS

ClientDiscovery Total Pipeline

*Reference• 5 countries EoL data from CI• H1FY15, H1FY16 Uptime Renewal• Number of BU vs Revenue contribution per client

Tech Refresh due to End of Life (EoL) over 3 year period• Cisco Assets Only• Average current EoL assets• Projected for 5 AP countries• 20% year-on-year decline

On-Time maintenance renewal (UPTIME)• Addressing 5% additional on-time renewal

Identify additional equipment not on DD contract• Estimated 10% of network EoL devices

Incremental Revenue from Cross-BU selling• Cross-BU from 4BU to 5BU, 2% of acct with 4BU• Cross-BU from 3BU to 4BU, 3% of acct with 3BU• Cross-BU from 2BU to 3BU, 5% of acct with 2BU• Cross-BU from 1BU to 2BU, 8% of acct with 1BU• Selling cycle is 6 months, projected number by half

Assumptions

Total Pipeline ~ 227M

ClientDiscovery Revenue Forecast

Assumptions

1. Pipeline closing ratio = 33%

2. Service Margin = 25%

3. Hardware Margin = 10%

Total revenue forecast over 3 years @ 33% of pipeline

Revenue: 75M+

GP: 8.5M+

Total Cost: 4.3M

ClientDiscovery Cost of Solution

Time to Market6 months

Total Cost$US 4.3M

*Costs are not optimised

Parameters

1. Analytics EnginePricing based on 8 data sets & 8 million records

Summary of LEAP learning journey

Jan-Feb Feb-Mar Mar-Apr

Know the Problem & Team• Strength & Weakness• Problem Statement• R&R• Socialization

Start Project• Setup Meeting• Collect Data

Disruption• Poor attendance• Meeting cancelation• Lack of clarity & direction

What’s happening?

Solution Finalisation• Engineered Luck• Timing

It’s Now

LEAP Team #327th April 2015

Thank you

Backup Slides

Documents

LEAP V preso 26 April v8