Revenue, Loyalty and the Transformation of Support Services Jim O'Neill, Research Analyst, Parks Associates Josh Goldlust, Vice President, Product Management, PlumChoice, Inc. Presenters:
Revenue Loyalty and the Transformation of Support Services
Jim ONeill Research Analyst Parks Associates
Josh Goldlust Vice President Product Management PlumChoice Inc
Presenters
Presented by
Audio Recording DetailsClick here to View Recording
Select one of 2 options to view the webcast in its entirety
Recording DetailsSubject Parks Webcast - Revenue Loyalty and the Transformation of Support Services sponsored by PlumChoiceRecording URL httpswwwlivemeetingcomccparksassociatesviewRecording ID ZJKH36 Attendee Key 8`4zW2
Transformation of Support Services
An Influx of Devices in the Home
Presented by
wwwplumchoicecom wwwparks associatescom
Consumers Add Complexity to Their Lives
4
23
11
5
20
8
4
16
24
24
11
Computer
Broadband modem
Home network
Printer
External hard drive
Streaming media player (Apple TV Roku etc)
Tablet
Flat-panel TV
Smartphone
Game console
A Wave of New Devices is Flooding US HouseholdsOver the past 12 months did your household start using a new
Source Parks Associates Consumer Researchcopy 2012 Parks Associates
wwwplumchoicecom wwwparksassociatescom
Ubiquitous Broadband in the US Creates Opportunity
bull More than 82 million households in the US currently have broadbandraquo Of those broadband HHhellip
ndash 36 of users use anti-virus software
ndash 15 say they use a cloud-based back-up service
ndash 8 have purchased extra warranties or replacement insurance for household electronics
raquo And theyrsquore looking to their service providers for helpndash One-third say theyrsquore interested in virus protection from their SP
ndash 31 Would be interested in a datafile backup from their provider
ndash 24 say theyrsquore interested in purchasing extra warranties and replacement insurance from SPs
5
wwwplumchoicecom wwwparks associatescom
The Trials of Do-It-Yourself Installation
6
72
18
5 4
MyselfFriendFamily memberA technician that came to my homeA technician in a retail store or other location outside my home
Source Parks Associatescopy 2012 Parks Associates
Consumers Often do their own InstallWho set up the devices
12
29
11
33
15
It was broken or defective
Difficulty connecting it to the Internet
It did not work as advertised
Difficulty learning how to use it
Did not have all the required cables
0 10 20 30
Houston We Have a ProblemWhat problem did you have when setting
up the device
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
Presented by
Audio Recording DetailsClick here to View Recording
Select one of 2 options to view the webcast in its entirety
Recording DetailsSubject Parks Webcast - Revenue Loyalty and the Transformation of Support Services sponsored by PlumChoiceRecording URL httpswwwlivemeetingcomccparksassociatesviewRecording ID ZJKH36 Attendee Key 8`4zW2
Transformation of Support Services
An Influx of Devices in the Home
Presented by
wwwplumchoicecom wwwparks associatescom
Consumers Add Complexity to Their Lives
4
23
11
5
20
8
4
16
24
24
11
Computer
Broadband modem
Home network
Printer
External hard drive
Streaming media player (Apple TV Roku etc)
Tablet
Flat-panel TV
Smartphone
Game console
A Wave of New Devices is Flooding US HouseholdsOver the past 12 months did your household start using a new
Source Parks Associates Consumer Researchcopy 2012 Parks Associates
wwwplumchoicecom wwwparksassociatescom
Ubiquitous Broadband in the US Creates Opportunity
bull More than 82 million households in the US currently have broadbandraquo Of those broadband HHhellip
ndash 36 of users use anti-virus software
ndash 15 say they use a cloud-based back-up service
ndash 8 have purchased extra warranties or replacement insurance for household electronics
raquo And theyrsquore looking to their service providers for helpndash One-third say theyrsquore interested in virus protection from their SP
ndash 31 Would be interested in a datafile backup from their provider
ndash 24 say theyrsquore interested in purchasing extra warranties and replacement insurance from SPs
5
wwwplumchoicecom wwwparks associatescom
The Trials of Do-It-Yourself Installation
6
72
18
5 4
MyselfFriendFamily memberA technician that came to my homeA technician in a retail store or other location outside my home
Source Parks Associatescopy 2012 Parks Associates
Consumers Often do their own InstallWho set up the devices
12
29
11
33
15
It was broken or defective
Difficulty connecting it to the Internet
It did not work as advertised
Difficulty learning how to use it
Did not have all the required cables
0 10 20 30
Houston We Have a ProblemWhat problem did you have when setting
up the device
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
Transformation of Support Services
An Influx of Devices in the Home
Presented by
wwwplumchoicecom wwwparks associatescom
Consumers Add Complexity to Their Lives
4
23
11
5
20
8
4
16
24
24
11
Computer
Broadband modem
Home network
Printer
External hard drive
Streaming media player (Apple TV Roku etc)
Tablet
Flat-panel TV
Smartphone
Game console
A Wave of New Devices is Flooding US HouseholdsOver the past 12 months did your household start using a new
Source Parks Associates Consumer Researchcopy 2012 Parks Associates
wwwplumchoicecom wwwparksassociatescom
Ubiquitous Broadband in the US Creates Opportunity
bull More than 82 million households in the US currently have broadbandraquo Of those broadband HHhellip
ndash 36 of users use anti-virus software
ndash 15 say they use a cloud-based back-up service
ndash 8 have purchased extra warranties or replacement insurance for household electronics
raquo And theyrsquore looking to their service providers for helpndash One-third say theyrsquore interested in virus protection from their SP
ndash 31 Would be interested in a datafile backup from their provider
ndash 24 say theyrsquore interested in purchasing extra warranties and replacement insurance from SPs
5
wwwplumchoicecom wwwparks associatescom
The Trials of Do-It-Yourself Installation
6
72
18
5 4
MyselfFriendFamily memberA technician that came to my homeA technician in a retail store or other location outside my home
Source Parks Associatescopy 2012 Parks Associates
Consumers Often do their own InstallWho set up the devices
12
29
11
33
15
It was broken or defective
Difficulty connecting it to the Internet
It did not work as advertised
Difficulty learning how to use it
Did not have all the required cables
0 10 20 30
Houston We Have a ProblemWhat problem did you have when setting
up the device
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Consumers Add Complexity to Their Lives
4
23
11
5
20
8
4
16
24
24
11
Computer
Broadband modem
Home network
Printer
External hard drive
Streaming media player (Apple TV Roku etc)
Tablet
Flat-panel TV
Smartphone
Game console
A Wave of New Devices is Flooding US HouseholdsOver the past 12 months did your household start using a new
Source Parks Associates Consumer Researchcopy 2012 Parks Associates
wwwplumchoicecom wwwparksassociatescom
Ubiquitous Broadband in the US Creates Opportunity
bull More than 82 million households in the US currently have broadbandraquo Of those broadband HHhellip
ndash 36 of users use anti-virus software
ndash 15 say they use a cloud-based back-up service
ndash 8 have purchased extra warranties or replacement insurance for household electronics
raquo And theyrsquore looking to their service providers for helpndash One-third say theyrsquore interested in virus protection from their SP
ndash 31 Would be interested in a datafile backup from their provider
ndash 24 say theyrsquore interested in purchasing extra warranties and replacement insurance from SPs
5
wwwplumchoicecom wwwparks associatescom
The Trials of Do-It-Yourself Installation
6
72
18
5 4
MyselfFriendFamily memberA technician that came to my homeA technician in a retail store or other location outside my home
Source Parks Associatescopy 2012 Parks Associates
Consumers Often do their own InstallWho set up the devices
12
29
11
33
15
It was broken or defective
Difficulty connecting it to the Internet
It did not work as advertised
Difficulty learning how to use it
Did not have all the required cables
0 10 20 30
Houston We Have a ProblemWhat problem did you have when setting
up the device
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparksassociatescom
Ubiquitous Broadband in the US Creates Opportunity
bull More than 82 million households in the US currently have broadbandraquo Of those broadband HHhellip
ndash 36 of users use anti-virus software
ndash 15 say they use a cloud-based back-up service
ndash 8 have purchased extra warranties or replacement insurance for household electronics
raquo And theyrsquore looking to their service providers for helpndash One-third say theyrsquore interested in virus protection from their SP
ndash 31 Would be interested in a datafile backup from their provider
ndash 24 say theyrsquore interested in purchasing extra warranties and replacement insurance from SPs
5
wwwplumchoicecom wwwparks associatescom
The Trials of Do-It-Yourself Installation
6
72
18
5 4
MyselfFriendFamily memberA technician that came to my homeA technician in a retail store or other location outside my home
Source Parks Associatescopy 2012 Parks Associates
Consumers Often do their own InstallWho set up the devices
12
29
11
33
15
It was broken or defective
Difficulty connecting it to the Internet
It did not work as advertised
Difficulty learning how to use it
Did not have all the required cables
0 10 20 30
Houston We Have a ProblemWhat problem did you have when setting
up the device
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
The Trials of Do-It-Yourself Installation
6
72
18
5 4
MyselfFriendFamily memberA technician that came to my homeA technician in a retail store or other location outside my home
Source Parks Associatescopy 2012 Parks Associates
Consumers Often do their own InstallWho set up the devices
12
29
11
33
15
It was broken or defective
Difficulty connecting it to the Internet
It did not work as advertised
Difficulty learning how to use it
Did not have all the required cables
0 10 20 30
Houston We Have a ProblemWhat problem did you have when setting
up the device
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Therersquos a Demand for Tech Support
7
66
10
8
6
11
0 10 20 30 40 50 60 70
Set up the device myself
Have a technician visit my home to set up the device
Contact a technician and work with them to set up the device
Allow a technician to set up the device by remotely accessing it through the Internet
Have a technician in the retail store set up the device at the time I purchase it
Turning to Tech Support for Help and HowIf you were to set-up a device again in the future what would be your
preferred method of setting it up (regardless of the cost involved)
How would you prefer to contact technical support
Phone 46 Face to face 26 E-mail 10 ChatIM 7
Source Parks Associatescopy 2012 Parks Associates
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Therersquos a Need and Desire for Premium Tech Support
bull Opportunity in premium tech supportraquo Nearly 20 of consumers who bought computers in the past 12 months said tech
support and warranties influenced where they bought their computersndash Younger buyers 18-24 years old were nearly twice as likely to be influenced by support and
warranties (31) than buyers 45-54 (17) likely because it represents a more significant outlay of funds
raquo About half of consumers who bought tech support for their computer said they were concerned about accidental damage to their device about viruses and spyware or wanted help for technical service
raquo 14 said they bought technical support for help in learning how to use their computer
8
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Poll Question 1
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) Product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Josh Goldlust VP Product Management
bull More than 15 years of product management and custom product developmentraquo ATampT- Director of Product Development
raquo Neslab Instruments - developed custom OEM equipment for semiconductor fabrication equipment manufacturers
bull Manages the comprehensive PlumChoice product and services portfolio with the market in mind raquo Outsourced technology services for premium tech support or fully
managed IT services
raquo Software-as-a-service (SaaS) and software for delivering and automating support services
10
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Empowering customer relationships with technology
11
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Partnering with PlumChoice
12
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Use Case 1 Customer Loyalty
bull Company Regional Appliance and Electronics Retailer
bull Challenge Known for excellence in customer serviceraquo Tech support was only available in-store on a transactional basis
raquo Limited support capabilities which may result in loyal customers going elsewhere for service
bull Solutionraquo Solutions echo a common focus on customer satisfaction and loyalty
raquo Remote white-label premium technology services solution that expanded the support relationship Fix Install Teach
bull Benefitraquo Retailer now has the opportunity to build stronger and longer relationships with their customers
raquo Leapfrogged the competitorsrsquo support offerings towards building longer term loyal relationships
raquo Sales of tech support contracts and computers have increased increasing lifetime value of a customer
13
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Poll Question 1 ANSWER
When considering customer paid support programs which would be your primary driver
raquo 1) Incremental revenue generation
raquo 2) Increasing customer loyalty
raquo 3) product differentiation
raquo 4) Cost avoidance
raquo 5) I do not currently offer a customer paid support program
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
Increase customer engagement and valueC
UST
OM
ER E
XPER
IEN
CE
VALU
E
0TIME
3 Mo 12 Mo 24 Mo
TECHNOLOGY CARE
6 Mo 20 Mo
DEVICE
WARRANTY
POINT SERVICES CARE POINT
BREAK POINT
PoS
TOUCHPOINTSERVICE PROVIDER
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Poll Question 2
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
16
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Use Case 2 Product Differentiation
bull Company Large Hardware Manufacturer
bull Challengeraquo Suffering from a commoditized product Lack of product differentiation
raquo Low product margins
bull Solutionraquo Launched a fully outsourced support solution in 90 days
bull Benefitraquo Offering premium technical support became the product differentiation
raquo Partner was able to delight their customers with an entire experience rather than just a product purchase
17
ldquoGood hardware is relatively easy to find Good product support is not The people were remarkable I mulled over what Irsquod do if it was a hardware problem and I needed a new machine I decided Irsquod try
another (hardware manufacturer name) machinerdquo
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Use Case 3 Revenue Generation
bull Company National Telco SMB Focused
bull Challengeraquo High churn rate on core product offerings
raquo Desired new recurring revenue offering to off-set core product declines
bull Solutionraquo Established and monetized support offering above and beyond existing offering and
capabilities
raquo Bundled support offering with core product
bull Benefitraquo $270 Million in revenue over 4 years
raquo New revenue sources from multiple sales channels
raquo Bundling multiple products keeps customers coming back
18
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
Poll Question 2 ANSWER
Based on what you know today how long do you expect it to take to launch a Premium Technical Support program
raquo 1) Within one month
raquo 2) Within three months
raquo 3) Up to one year
raquo 4) More than one year
19
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
In summary
20
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
wwwplumchoicecom wwwparks associatescom
How to get started with a PTS offering
bull There are several primary drivers revenue loyalty differentiationraquo Support can be infused into all customer touch points
bull Program considerationsraquo Price points - what is a customer willing to pay and under what circumstances
raquo Packaging - bundles point of need proactive
raquo Delivery - through outsourced program or broader enablement of existing resources
bull Partner with the right providerraquo Experience and expertise
raquo Value focus
raquo Reputation for innovation
raquo Knowledge and use of technology
21
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom
Thank You 15950 N Dallas Parkway Suite 575DallasTexas 75248
Office 9724901113Fax 9724901133
jimoneillparksassociatescom
Jim ONeill Research Analyst
Josh Goldlust VP Product Management
Office 8668113321
jgoldlustplumchoicecom