ServiceSource partners with industry-leading companies to improve their service revenue performance

Improve Renewals Revenue from Direct and Channel Sales

Support and maintenance contracts can be a large and profitable revenue stream for technology hardware manufacturers—often up to 50 percent of annual revenues.

But many hardware companies waste renewals opportunities, typically due to some combination of the following:

• Lack of focus and/or expertise
• Limited sales coverage
• Over-reliance on channel partners
• Dependence on traditional CRM systems that are designed to sell products. Selling renewals is totally different.

Leading hardware vendors worldwide — such as Avaya, EMC, F5, Hitachi, NEC, NetApp and Riverbed — trust ServiceSource to improve the revenue performance of their support and maintenance businesses. Hardware customers that partner with ServiceSource attain better results, including:

• Improved data management. Our customers gain a single, complete source of service revenue data. Our Service Revenue Intelligence Platform integrates and cleanses data residing in multiple systems — across product lines, divisions, geographies, and acquired subsidiaries — to provide a consistent set of manageable information on service revenue opportunity and performance.
• Improved international coverage and consistency. We enable our customers to extend their service sales into global markets—without having to invest in localized infrastructures and with good visibility into sales opportunities and performance. Our ServiceSource global selling services manage and pursue services opportunities and generate service revenue for customers around the world. And for all parties, our suite of cloud applications for service revenue management provide a consistent, real-time, process-centric view of opportunity and renewals performance.
• Channel sales enablement tools. OEM customers improve service renewals performance and margins by using the ServiceSource Channel Advantage process. It enables partners throughout the renewal sales process, gives the OEM unparalleled visibility and insights into partner performance, and helps the OEM optimize this often under–performing revenue source.
• Improved customer relationships and loyalty. Customers increase their customer touch points by leveraging our service sales experts. Our high-touch, value-selling approach improves t relationships with end customers and generates incremental sales opportunities.

Improve On-time Renewals and Warranty Conversions

For technology-based healthcare and life sciences companies, services can represent up to 50 percent of revenue and can be highly profitable. But most companies invest more heavily in the products side of the business, rarely allocating comparable resources to services.

Healthcare & Life Sciences companies worldwide, such as Abbott, Affymetrix, Agilent, GE Healthcare, MAQUET and Siemens Healthcare partner with ServiceSource to improve service revenue performance.

The positive results that our healthcare and life sciences customers attain include:

• Increased on-time renewals. We tailor a multi-touch contact strategy for each customer that begins 90 to 120 days before the service contract expiration date. This best practice results in stronger end customer relationships and higher renewal rates and revenue.
• Conversion of product warranties. Because we convert expiring product warranties into ongoing maintenance contracts, our customers are able to offer their end customers greater peace of mind, to sustain customer relationships, and to produce incremental revenue.
• Recovery of customers with lapsed contracts. ServiceSource solves an often-overlooked problem: the installed base out of warranty (IBOW). We help recapture revenue by recovering "lost" customers whose service contracts have lapsed.
• Greater business insight. ServiceSource healthcare and life sciences customers rely on our service sales expertise and analytics for tracking key performance indicators of their renewals business. They gain the real-time insight needed to inform strategic decisions.
• Improved international coverage. We enable our customers to extend their service sales into international markets, without having to invest in localized infrastructures. Our global sales centers provide native-language speakers in over 150+ countries and 40+ languages who can address more than 100 markets' national and local customer requirements, healthcare regulations, service capabilities, and sales approaches.