New Partnership with ServiceSource to Improve Customer Experience, Maximize Revenue
SAN FRANCISCO — Oct. 17, 2016 — ServiceSource (NASDAQ: SREV), the global leader in customer success and Revenue-as-a-Service solutions, today announced a two-year agreement with Alcon, the global leader in eye care and a division of Novartis. The contract calls for ServiceSource to implement end-to-end customer success strategies to enable increased service revenue generation and an enhanced experience for Alcon customers.
“The aging population is driving a growing need for quality eye care, which means Alcon has to ensure that we are not only developing innovative treatment, but also providing a superior customer experience that will scale to accommodate accelerating growth,” said Jim DiFilippo, Head of Alcon US Surgical. “With ServiceSource, Alcon will be better able to run the right plays with our customers at the right times – not only improving our customers’ experience, but maximizing revenue from all streams, as well as allowing us to focus our internal resources on continuing to develop innovative eye care treatment.”
The new relationship between ServiceSource and Alcon’s surgical business unit comes as a result of Alcon’s strategy to generate top-line growth while maintaining its leadership position in developing innovative eye care treatment.
Under the terms of the multiyear contract, ServiceSource will manage all aspects of service revenue generation from Alcon’s existing U.S. base of customers. Focusing mostly on the extension phase of the revenue lifecycle, including renewals and retention, ServiceSource will also support the engagement and expansion phases, conducting warranty conversions, customer health checks and upsell activities as Alcon rolls out new service offerings.
“In today’s outcome economy, implementing the right customer engagement strategy is critical to staying competitive, and Alcon has shown how much they value their customer relationships by investing in the expertise, best-practice processes and technology that only ServiceSource provides,” said Christopher M. Carrington, CEO of ServiceSource. “As a result, Alcon customers can be assured a first-class experience every time they engage with Alcon through ServiceSource, while Alcon stays focused on the development and sales of cutting-edge treatments.”
Alcon is the global leader in eye care. As a division of Novartis, we offer the broadest portfolio of products to enhance sight and improve people’s lives. Our products touch the lives of more than 260 million people each year living with conditions like cataracts, glaucoma, retinal diseases and refractive errors, and there are millions more who are waiting for solutions to meet their eye care needs. Our purpose is reimagining eye care, and we do this through innovative products, partnerships with eye care professionals and programs that enhance access to quality eye care. Learn more at www.alcon.com.
ServiceSource (NASDAQ:SREV) ServiceSource (NASDAQ:SREV) provides the world’s leading B2B companies with expert, technology-enabled solutions and best-practice processes proven to grow and retain revenue from existing customers. With a holistic approach to the entire revenue lifecycle, ServiceSource solutions help companies drive customer adoption, expansion and renewal. Only ServiceSource brings to market more than 17 years of exclusive focus on customer success and revenue growth, global deployments across 40 languages and 200 countries, and a powerful, purpose-built Revenue Lifecycle Management technology platform. For more information go to www.servicesource.com.
This press release contains forward-looking statements, including statements regarding our business opportunities, challenges, and market position. These forward-looking statements are based on our current assumptions and beliefs, and involve risks and uncertainties that could cause our results to differ materially from those expressed or implied in our forward-looking statements. Those risks and uncertainties include, without limitation, fluctuations in our quarterly results of operations; our technology; the risk of material defects or errors in our software offerings or their failure to meet customer expectations; the ability to integrate our technology offerings with other third-party applications used by our customers; errors in estimates as to the renewal rate improvements and/or service revenue we can generate for our customers; our ability to grow the market for service revenue management; changes in market conditions that impact our ability to sell our solutions and/or generate service revenue on our customers’ behalf; the possibility that our estimates of service revenue opportunity under management and other metrics may prove inaccurate; demand for our offering that falls short of expectations; the potential effect of mergers and acquisitions on our customer base; our ability to keep customer data and other confidential information secure; our ability to adapt our solution to changes in the market or new competition; our ability to achieve our expected benefits from international expansion; our ability to protect our intellectual property rights; the risk of claims that our offerings infringe the intellectual property rights of others; general political, economic and market conditions and events; and other risks and uncertainties described more fully in our periodic reports and registration statements filed with the Securities and Exchange Commission, which can be obtained online at the Commission’s website at http://www.sec.gov. All forward-looking statements in this press release are based on information currently available to us, and we assume no obligation to update these forward-looking statements.