Cloud Collaboration: Selling Vertically

1. Cloud Collaboration: Selling Vertically name title August, 2013

2. Agenda:Why Selling Vertically Matters Cloud Collaboration in Vertical Markets Case Study Examples

3. Not at all vertical markets adopt Cloud Collaboration at the same speed….Nor for the same reason Preferences differ for public, private or hybrid cloud Verticals don’t present the same objections to overcome Why Thinking Vertically Matters

4. Not All Vertical Markets Adopt Cloud at Same Speed Source: Current Analysis, 2012 Q: Do you currently deliver Unified Communications (voice, presence, IM) to your organization through a Cloud service arrangement, or expect to within next 2 years?

5. …Nor For the Same Reason Source: Current Analysis, 2012 Q: What do you expect the major benefits to be from adopting Cloud services in your organization?

6. Preferences Differ for Public, Private or Hybrid Cloud Source: Current Analysis, 2012 Q: Which type of Cloud delivery model (Public/Private/Hybrid) do you use (or expect to use) for Unified Communications?

7. Verticals Don’t Present the Same Objections Source: Current Analysis, 2012 Q: In moving to a Cloud based strategy what is your biggest concern?

8. Financial Services

9. Key Business Objectives Driving Financial Services      Hosted Collaboration Impact Points

10. Cloud Collaboration Addresses Financial Service Needs • Support online customer care and customer self-service • Enable IT and business agility with a flexible IT model • Integrate collaboration services with line-of-business applications. Comply with capital, risk & other regulations Focus on the customer / client • Reduce TCO shifting from CapEx to OpEx model • Experience predictable costs • Preserves capital & resources • Enable increased operational efficiency via enhanced communication and teamwork across all business functions Improve trading, claims & operational efficiency Take out costs Manage risk effectively Strong Moderate 10 • Increase coordination and speed decision-making • Enabling firms to react more rapidly to changing market conditions Weak

11. Bank OchronySrodowiskaImprove Client Services and Optimize Costs Bank OchronySrodowiska Bank OchronyŚrodowiska (BOS) in Poland required a unified communications and collaboration solution to help improve business agility and client services. The bank  implemented Unified Communications as a Service (UCaas) to let employees use mobile and landline telephony and conferencing services.  The cloud services brought many benefits for BOŚ, including the ability for the IT department to focus on executing and supporting typical banking solutions and to reduce expenses in telecommunications. BOŚ is hoping to constantly increase the quality of technological solutions, continually optimize the cost of services, and decrease OPEX in telecommunications area by several dozen percent.

12. Healthcare

13. Key Business Objectives Driving Healthcare Firms              Hosted Collaboration Impact Points

14. Cloud Collaboration Addresses Healthcare Needs • Enterprise-grade solution for highly reliable and scalable healthcare operations • Assures constant provision of service so healthcare is uninterrupted • Enable improved patient outcomes. Using video, mobility, and improved communications Improve Operational Efficiency & Continuity Improve Patient Outcomes and Safety • Cloud Collaboration securely complies with HIPAA mandates Comply with Patient Information Regulations Improve Non-Clinical Patient Experience Reduce Healthcare Costs Strong • Reduce technology costs (particularly Capex), helping to drive down overall healthcare costs Moderate 14 Weak

15. City Clinic Maximize Efficiency and Devote More Resources to Patient Care City Clinic “When City Clinic planned resources and business processes for its new hospital it was looking for an IT solution that would minimize the need for internal IT resources while at the same time maximize efficiency. The facility opted for a cloud based communications solution that offered a high degree of flexibility and allowed it to streamline IT operations, reduce costs, and easily change and adapt to administrative objectives. As a result, City Clinic was able to devote more resources to investments related to its core business objective – improving patient care.”

16. Manufacturing

17. Manufacturing Industry Value Drivers           Hosted Collaboration Impact Points

18. Cloud Collaboration Addresses Manufacturing Needs • Enable productive communications across geographies • Improve video communications for better teaming • Increase collaboration with global supply chain partners and suppliers • Reduce TCO shifting from CapEx to OpEx model • Experience predictable costs • Preserves capital & resources tofocus on strategic priorities Increase cost efficiency Profit from globalization • Increase participation of remote workers in innovation programs and new product development • Make it easier to collaborate with external partners, via TelePresence and web collaboration • Facilitate talent development via richer interactions among employees, helping to break down barriers, increase trust, and promote information sharing Innovate to Compete Cultivate Skills & Talent Plan for Resource Scarcity Strong Moderate 18 Weak

19. 3MAgile Solution Adjusts to Innovation Business Needs -Ernie Park, CIO, 3M “Business Together as a Service from Orange Business Services equips 3M with an agile, innovative and future-proof unified communications solution. This cloud-based solution is simple to implement and manage on a global basis, minimizes costs without any up-front investment, and provides 3M the necessary scalability that allows us to adjust our IT services to reflect our business needs in a fast-changing economic environment. Based on our existing relationship, we are confident that Orange Business Services can effectively help 3M achieve its goal of global creative collaboration.”

20. Education

21. Key Business Objectives Driving Educational Institutions          Hosted Collaboration Impact Points

22. Cloud Collaboration Addresses Education Objectives • Cloud Collaboration can increase opportunities for learning within and beyond campus • Multiply the opportunities for motivated students to interact with the diversity of resources at their disposal • Reduce TCO shifting from CapEx to OpEx financial model • Experience predictable costs • Preserve capital & resources needed to provide voice and collaboration services to the institution Elevate student skills & achievement Reduce operating expenses • Enable distance-learning programs, from presence and IM, to Web conferencing, to TelePresence and virtual classrooms Invest in technology to improve agility & efficiency Embrace distance learning • Increase agility to readily scale services up or down, as needed • Reduced CapEx requirements promote efficient use of scarce funding Deliver mobile access tostudent services Strong Moderate 22 Weak

23. Alamance-Burlington School SystemMoves to the Cloud for Voice and Collaboration Services Challenge • Lower voice system costs • Add capabilities such as instant messaging and voicemail without opening trouble ticket • Eliminate more than US$100 in costs for each telephone extension move or addition • Free IT team to focus on learning initiatives Solution • NWN Corporation rolled out their Cisco Powered service based on Cisco® Hosted Collaboration Solution (HCS) • Initially for new Career Technology Center • Will add 1500 district users • E-Rate Universal Service Fund pays 72% • Lowers costs with a single connection to cloud provider instead of one connection for each school • Provides advanced capabilities for learning and efficient administration, such as presence, instant messaging, and video • Integrates with third-party applications such as paging system: just press a button on the phone to page BusinessValue

24. Retail

25. Key Business Objectives Driving Retail Firms       Hosted Collaboration Impact Points

26. Cloud Collaboration Addresses Retail Objectives • Provide customer listening programs via video and contact center programs • Improve agility and allow an infrastructure that can adapt to fast-moving business requirements • Optimize supply chain by enabling cost-effective & flexible communications and collaboration both within the organization and with wholesalers and manufacturers Optimize a demand-driven supply chain React quickly to consumer trends & sentiment • Support personalization via customer care and customer self-service • Integrate contact center, mobility, and presence / IM capabilities into key marketing and merchandising applications Provide a personalized shopping experience across channels Maximize store sales & efficiency Improve category & merchandise management Strong Moderate 26 Weak

27. Customer: Scotts® Miracle-Gro®Cloud Communications Replaces Aging PBX Challenge • Unite 60 geographically dispersed sites on a common unified communications platform • With little to no telecom expertise on hand, unitize a feature rich solution that provides the ability to scale users up and down as–needed • Deploy a solution that provides reporting capabilities which enables a true audit of telecom expenditures Solution • West IP Communications rolled out its hosted voice platform, a Cisco Powered Service based on Cisco Hosted Collaboration Solution (HCS), that integrates with Cisco collaboration features such as integrated messaging (voicemail, email, fax through single interface), presence and instant messaging, mobility, WebEx and video. • Enable a rich communications experience for in-office and remote workers across all 60+ locations • Access real-time voice and video traffic data, enabling Scotts to make more informed decisions and drive down costs • Move to an OPEX model which scales up or down for seasonality BusinessValue

28. Government

29. Key Business Objectives Driving Government         Hosted Collaboration Impact Points

30. Cloud Collaboration Addresses Government Needs • Support online citizen contact and customer self-service • Enable IT & business agility via a flexible IT model • Integration with government services and third party applications • Reduce TCO shifting from CapEx to OpEx model • Experience predictable costs • Preserve capital & resources that would otherwise be required to provide voice and collaboration services to government workers and citizens Reduce operating expenses Provide greater accountability and access Invest in technology to improve agility & efficiency Reduce fiscal deficit • Increase operational efficiency via enhanced communication and teamwork across all government agencies and functions Improve economy and employment Strong Moderate 30 Weak

31. City of CharlotteRapid Adoption, Access to Experts, and Significant Cost Savings Bellverie Ross, Senior Program Manager, City of Charlotte “When the City of Charlotte received news that it had been selected to host the 2012 Democratic National Convention, we had to act quickly to make sure our 3-1-1 contact center and other contact centers could support the increased call volume from 50,000 visitors. Maintaining sophisticated contact centers require hiring or training multiple people with different skill sets, and we had neither the time nor the budget. Working with NWN, a hosted service provider, gave us access to trained professionals with the depth and breadth to make sure the contact centers were available and provided the latest capabilities for citizen self-service and agent efficiency to answer the more than 3 million calls processed annually. We’re saving at least $100,000 annually—$500,000 if you count not having to hire on premise telephony engineers.”

33. Vertical Sales and Marketing Approach 3 1 2 Gauge the Opportunity • Current and Planned adoption • Plans for Public, Private or Hybrid • Buying Drivers and Inhibitors • Buying Criteria Understand the Customer • Industry Segmentation • Business Model • Trends and Key Challenges • Key IT Initiatives • Key Buying Agendas Build the Cloud Proposition • Process Touch points for Cloud Collaboration • Key Roles to Target • Linking Cloud Collaboration to Key Buying Agendas • Success Stories