1 11/7/ Member Meeting

Transcription

1 1 11/7/ Member Meeting

2 Topics Organization summary Member and Financial Dashboard Board Update Staff Update 2013 Milestones Future Strategy Getting Involved 2 11/7/2013

3 Our Community A vendor-neutral Not-For-Profit global-support-community where companies work together to support customers more effectively. The world s largest multi vendor technical support community. The fast-track to multi vendor collaboration since It s not just about support, it s also about customer retention. Happier customers Lower costs Customer Member Member 4

4 Relationship models Open and Custom Open Group Custom Group Many-Many relationship model with all open group members Several options available (many-many) (one-one) (one-many) Members work together on problems involving a mutual customer Use TSANet framework to create public or private relationships 2 membership levels for open group: Many uses for custom groups: Basic relationship elements Hours of Operation defined by Member SLO of Next Business Day in Severity 1 / No SLO for non-severity 1 cases Premium relationship elements 24/7/365 Global Support Required* SLO of 2 Hours / Severity 1, 4 Hours / Severity 2, Next Business Day / Severity 3 * End customer entitlement based on contract Used by members to extend TSANet to their partners (Technology or Support Channel) Custom relationship between 2 members to support a co-developed solution Custom relationship between many members to provide higher level of collaboration on mission critical solution

5 Membership ~450 Members in 31 Countries Membership Level New Members 2013 YTD Premium Basic Affiliate Limited Upsells Returning New Opportunity Pipeline Prospecting Quote Waiting Payment Onboarding 5 11/7/2013

6 Financial As a Not-For-Profit, our budget strategy is to put member funds back into the membership. The organization has historically been very conservative with member dues growing a reserve financial base (~12 months) The short-term financial strategy is to budget for investments for the members resulting slightly higher expenses versus member revenue 2013 Budget forecast: Revenue $881K Expenses $883K 2014 Budget proposal: Revenue $883K Expenses $955K G&A Contract Services Salaries Marketing IS/IT Travel / Meeting 6 11/7/2013

7 TSANet Board of Directors Nine Elected Positions Overseas the business and strategy of TSANet Membership Elected Three Year Terms Staggered to allow three positions open each year Executive Officers Elected for One year Terms by the BOD Chairman Vice-Chair Secretary Treasurer Board Meets each month and at least three face-to-face meetings per year 7 11/7/2013

8 TSANet Board of Directors Ted Williams Red Hat Chairman Armando Calderon IBM Jill Scola EMC Vice Chair Mark Mueller Microsoft Pam Fowler Actian - Secretary Narayan Anand VMware Jason Veit Symantec - Treasurer Mary McCoy Hewlett-Packard Jo Paula Baca - Citrix 8 11/7/2013

9 TSANet Staff Dennis Smeltzer President Paul Esch Strategy and Business Development Deborah Barnes Finance Administration Stephanie Benson Membership Services Kathy Cucar Administrative Assistant Brittany Jimerson Marketing Coordinator Rainer Zielonka Chairman Europe Focus Group 9 11/7/2013

10 2013 Milestones Focus on Europe: EMEA Focus group, Attended TSE event, Several country level campaigns Focus on Custom Groups: ebook created, Promotion for new custom groups, 7 new groups in progress New Database features: Member to member chat, Click to Chat within process page, Selective process documents Social Media: over 55 Blog posts, Over 500 members on our linked in group, Lots of Tweets Growing membership: Ongoing awareness campaigns and focus on Europe has grown membership pipeline September Training Event: Over 50 people attended, Great feedback on speakers and content New strategy developed to improve offering to members. Member Testimonial Videos: Some great member testimonials videos on the value of TSANet 10 11/7/2013

11 Organization Direction The organization is investing in key strategic areas to providing additional value to the membership New Strategy As a Not-For-Profit organization, our focus and effort will be within the scope and mission of multi vendor support The Board approves the strategy and overseas the implementation We have begun to partner with outside sources to provide additional return on investment but maintaining our vendor-neutral environment Members are highly encouraged to participate in up-coming projects TSANet will explore other sectors within the industry such as Third- Parties, Channel Partners, etc. This will not jeopardize the traditional value of Open Groups The ability to create and participate in Custom Groups is a growing trend driving value and membership The success of Limited Group Membership requires strong partnership between TSANet and the host company 11 11/7/2013

12 C H A N G E S S t r a t e g y

13 Our members say we need to 1. Continue to add more members 2. Improve how we collaborate Click to CHAT Click to CALL Member CRM Member CRM Member CRM 3. Add more value Custom Group Knowledge Exchange Training Exchange 13 11/7/2013

14 Strategy Roadmap Jul 2012 Jul 2013 Jul 2014 Dec 2014 Member Growth NA EMEA APAC Marketing New Website 20 th Anniversary Social Media & Campaign Management Operations Organization Internal Operations Offering Membership

15 TSANet Standard and Custom offering Setup Create and approve agreement Define collaboration Processes & Tools Knowledge and training Operate Collaborate with other members Use and Create Knowledge Validate new product configurations Manage Review and update agreement Monitor operational performance knowledge and Training refresh Multi Vendor Support Process Standard offering (examples) For standard collaboration (common customer) Join existing relationship groups Standard text collaboration instructions Custom offering (examples) For strategic relationships and partner programs Create new relationship groups Click to chat, click to call Knowledge exchange 15 11/7/2013

16 User Access Methods Service Offering Modules TSANet Multi Vendor Offering Framework Member Collaboration Web Member Companies and Users Globex Agreements (Standard and Custom) TSANet Database Collaboration Instructions (Templates) Relationships (Standard and Custom) CRM Connectors Case exchange Analytics Knowledge exchange Strategy Roadmap Training exchange

17 Future Strategy Member Collaboration Web CRM Connectors Globex Responsive design any screen Click to XXXX member collaboration Personalization custom XXXX Connected web services Knowledge exchange Training exchange In collaboration with Consortium for Service Innovation and others Access from member collaboration web Federated search with top vendors Co-creation as part of custom groups TSANet training events Training Partners Member training exchange

18 Collaboration Web Roadmap Technical Requirements defined RFQ for solution Pilot Click to XXXX Beta Site Launched Standard features completed Pilot all Click to XXX Q Q Q Partner(s) selected Responsive Template approved Pilot 2 nd Click to XXXX Click To

19 CRM Connectors Roadmap SalesForce APP version 1 launched Agreement in place to Pilot case exchange solution(s) SalesForce APP version 2 launched (With case exchange) Pilot next CRM App (Oracle) Q Q Q Case Exchange Piloted Review and define CRM App roadmap CASE

20 Knowledge Exchange Roadmap Working group in place with Greg Oxton Beta Pilot launched Roadmap in place for top 10 member KB Q Q Q Technical solution defined Pilot scope agreed

21 Training Exchange Roadmap September Event (Bay Area) Europe Event (TBD) First Cloud support class at Europe event Q Q Q Committee in place for cloud support class

22 Getting Involved 1. Top reason for success is member involvement and YOU have an opportunity to be involved Contact Paul Esch 2. The TSANet strategy includes ALL aspects of multi vendor support (Everything related to multivendor support is in scope) Standard offerings for as-needed multi vendor support Custom offerings for strategic relationships 3. The strategy offering roadmap has the following STREAMS and each will have a member committee Collaboration Web Case Exchange Knowledge Exchange Training Exchange 22 11/7/2013

23 Strategy Implementation Committees Member Web: Committee leader: Greg Compton, Novell Committee members: Will include both Engineers and Business Managers. Contact Paul or Greg if interested Case Exchange: Committee leader: Paul Esch, TSANet Committee members: Will include all members that are part of the case exchange pilot Knowledge and Training Exchange: Committee leader: Bill Reduzzi, NetApp Committee members: Will include selected members who are part of custom group strategic relationships. Contact Bill or Paul if interested 23 11/7/2013

24 EMEA Focus Group Goal: Improve community involvement for European members Give European members a stronger voice Utilize focus group to increase awareness of TSANet and attract new members Accomplishments: Team in place with Support Exec s from Software AG, Netapp, HP, Red Hat Bi-monthly calls Face to Face Meeting at Netapp/Amsterdam Defined Deliverables for 2013 Management of Virtual teams Integration of acquired company s tech support Challenges cloud computing will bring to Techncal Support escalations On line multi-vendor technical support collaboration tool Review Provide Input on TSANet s strategy

25 Come and see us in Europe at TSE TSANet will be a Sponsor and will host a short meeting immediately following the event When: March 2014 Where: Munich, the Sheraton More information: TSANet will send out further details on the meeting following TSE later this year. Plan to stay after the event for a meeting between 1pm and 3pm 25 11/7/2013

26 26 11/7/2013 THANK YOU!

27 TSANet Member Countries Australia Austria Belgium Brazil Canada China Czech Republic Denmark Finland France Germany Hungary India Ireland Israel Italy Japan Netherlands Taiwan New Zealand Norway Portugal Romania Russia Slovakia South Korea Sweden Switzerland Trinidad / Tobago United Kingdom United States 27 11/7/2013

28 Limited/Affiliate members 10ZiG Technology Alcatel-Lucent Automated Financial Systems 4D Security Solutions Alert Logic, Inc. Avaya, Inc. Aastra Telecom AlgoSec Avira Operations GmbH & Co. Aberdeen LLC AMAX Information Technologies Avocent AC & NC AMD Barracuda Networks Accelerated Connections, Inc. American Megatrends, Inc. Bay Dynamics Accellion Amulet Hotkey Becrypt Limited Accellos, Inc. AppNeta Beijing Cloud Client Times Technology Account List Report Argo Data Resources Beijing Rising Information Technology Acer Incorporated Arista Networks, Inc. Beijng Memblaze Technologies Acpana Business Systems, Inc. Arkologic, Inc. Benemen Oy Acronis International GmbH Arkoon Network Security Bicentel SA de CV Actiance, Inc. Array Networks Biomni Actifio, Inc. Aspect Software BitDefender SRL Advent Software, Inc. Astaro GmbH & Co. KG BlueCat Networks Affirmative Technology Group ASUSTek Computer, Inc. Bluepoint Solutions AFORE Solutions, Inc. AT&T Bluepoint Solutions AJB Software Design, Inc. Aternity, Inc. BlueStripe Software Akaibu, Inc Atrust Computer Corp. Bocada, Inc. Aktiv soft JSC Authasas BV Boldon James Ltd.

29 Limited/Affiliate members Buffalo Inc Coyote Point Systems, Inc. Empirix Cambio Healthcare Systems Crossroads Systems Enhance Technology Catbird Networks Cumulus Systems, Inc. ESET, spol. s r.o. Chase Information Technology Services Ltd CYA Solutions Group EtherSpeak, Inc. Check Point Software Technology Cybernetics EVault Canada ClearCube Technology, Inc. CyberPower Systems, Inc. EVGA Clearswift Datrium evserv Tech Corp. Clever Devices Delphix Exacq Technologies CLI, Inc. Denim Group Fasoo CloudPhysics Digital Networks UK Ltd Fidelis Security Systems CollabNet Dispersive Solutions FireScope, Inc. Columbus Communications Trinidad Limited D-Link Systems, Inc Fiserv COMPRION GmbH DR Systems Five9 Network Systems Compuware Corporation eg Innovations fluid Operations Cordys Egenera Foxconn CoreTrace Corporation Elisa Oyj F-Secure Cortado ELSA Japan, Inc. GBST Holdings Ltd. CounterTack Embotics GE Energy Courion Corporation Embrane Genesys Telecommunications Laboratories Coveo Solutions, Inc. Emerson Process Management GIGA-BYTE TECHNOLOGY CO., LTD.

30 Limited/Affiliate Members Gigamon Inc. Infortrend Corporation Jack Henry & Associates GlobalConnect InfoVista Jackpine Technologies Corporation GreenBytes, Inc. InMage Systems Kaspersky Lab Gridstore Inc innovaphone AG Kordia Ltd. Groundwork Open Source Innovation Data Processing Kove Guidance Software IntApp, Inc. Latisys-Chicago, LLC Hatsize Corporation Integrated Global Solutions Sdn Bhd Leadtek Research, Inc. Hearsay Social Inc. Integrated Research Leostream HGST, Inc. IntelePeer LINBIT HA-Solutions GmbH HighJump Software Interactive Intelligence Group, Inc. Liquidware Labs Hill-Rom, Inc. Intergraph SG&I Logitech/LifeSize Hortonworks InterSystems Corporation MacroSAN Technologies Co., Ltd. HotLink V Corp Intigua Maginatics, Inc. i365 A Seagate Company Invensys Operations Management mapr Technologies IBM PureApplication I-O Corporation MaxTronic International Co., Ltd. IceWEB, Inc. Ipswitch Mellanox Technologies IGEL Technology GmbH Italtel S.p.A. Micron IIM Corporation iternity Microolap Technologies LTD. Imprivata, Inc. iwave Software LLC Mirantis Infinidat Ltd. ixsystems, Inc. MiTAC International Corp.

31 Limited/Affiliate Members Moviri Optimus Pure IP Limited MyNetFone ORSYP S.A.S QlikTech International AB NCR Canada Ltd. PacStar Communications QLogic Corporation NetMotion Wireless, Inc. Palo Alto Networks QNAP Systems, Inc. NetScout Systems Panasas QSC AG Netstream AG Paragon Software Group QUADROtech Netuitive, Inc. Partners Data Systems, Inc. Qualstar Corporation Network Executive Software, Inc. PCG Canada Qualys, Inc. Neverfail, Inc. Peerless Network, Inc. Quanta NexGen Storage Pervasive Software RackTop Systems Next IT Corporation Phonect AS Radisys Corporation Niksun Piston Cloud Computing Rangee GmbH Nimble Storage PKWARE, Inc. Rapid 7 Nimbus Data Systems Praim Srl Raxco Software, Inc. Nutanix Precise Software Solutions Raytion GmbH OCZ Technology Prism Microsystems, Inc. ReadSoft US Solutions Lab, Inc. Omnicell, Inc. Proofpoint, Inc. RedSky Technologies OneXS Nederland BV Prosodie Redwood Technologies Open-E Proteus Technologies Reflex Systems OpenSpan, Inc. Proximal Data RELDATA

32 Limited/Affiliate Members Reveille Software Snap System Innovators SafeNet, Inc. snom, Inc. TASKE Technology Sagemcom Canada, Inc. soft KVM Llc TDC Samsung SSI SolidFire TeamQuest Corporation SANBlaze Technology, Inc. Soliton Systems K.K. Tegile Systems Sangoma Technologies SOUL Storage Technology (WuXi) Co.,Ltd. Tegrity Schweitzer Engineering Laboratories, Inc. Starboard Storage Systems Telappliant Ltd. ScienceLogic, Inc. Stonesoft Telavox AB SeaChange International Storageflex, Inc. Telcordia Technologies SGI StoredIQ Tele2 Sverige AB SGI - Parent StorONE LTD Telenor Norway ShoreTel STORServer, Inc. Telio Telecom As Shunra Software Stratodesk Tenable Network Security Silicom Ltd. Sunquest Information Systems, Inc. Terascala Silicon Graphics International Super Micro Computer, Inc. TE-SYSTEMS GmbH Silicon Mountains GmbH SYBORG Informationssyteme b.h. OHG Texas Memory Systems, Inc. Silver Peak Systems, Inc. Symas Corporation Thecus Technology Corp. SimpliVity Corporation Synology, Inc. ThreatMetrix Inc. Skybox Security Systar Tideworks Technology Skyhigh Networks System Connect AG Tintri, Inc.

33 Limited/Affiliate Members Titus Labs Vault Solutions, LLC Wortmann AG TONBELLER AG VDI-IOmark Xangati toplink GmbH Veeam Xbridge Systems Toshiba Solutions Corporation (Japan) Ventelo AS Xerox Corporation TransVault Software Veracode Xinuos, Inc. tricerat, Inc. Verdasys ZeRTO Ltd. Tripwire Vidyo, Inc. ZOOM International s.r.o. TSANet, Inc. Virtunet Tyan Computer Vital Images, Inc. UltraBac Software Voiceworks BV UnboundID VoIP Unlimited Unidesk Vormetric, Inc. UniPrint (GFI Solutions) Wellsoft Unitrends Wistron Corporation Vantage Systems Pty Ltd Wiwynn Corp.