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ANNUAL MEMO2 0 1 7
3340 PEACHTREE RD NE SUITE 2850
ATLANTA, GA 30326
866 470 5502
WWW.REV.IO
OUR MISSION
PASSION FOR INNOVATION DAYS MARKETING
PLATFORM DEVELOPMENT
CEO MESSAGE
ACHIEVING EXTRAORDINARY RESULTS
SALES
TRAINING & ENABLEMENT
CLIENT SUCCESS
2016 RELEASES
CARING FOREMPLOYEES, CLIENTS, & COMMUNITY
2016 HIGHLIGHTS
COMMITMENT TO CONNECTION
OPERATIONS
SYSTEM STATISTICS
LOOKING FORWARD
THANKYOU
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OUR MISSIONTo be the best billing & back-office software company in the world by providing innovative solutions and
extraordinary service to our clients & end users.
MESSAGE FROMTHE CEOB R E N T M A R O P I S
I’m extremely proud of the Rev.io Team for all we accomplished in 2016. By embracing a commitment to connection, we made major platform enhancements, built new integrations, and armed clients with the tools needed to beat competition and grow. We aligned with our theme by restructuring departments, fine-tuning our processes, and incentivizing employees to support client growth. The changes we made last year, both internal and client-facing, helped the Rev.io Community be first to marketwith new offerings, maintain efficiency, and grow revenue by more than double the industry average. Our commitment to excellence — which was born from our mission andACT TOP values — helped Rev.io clients succeed and strengthened our culture. At the beginning of last year, we challenged ourselves to embrace our theme across all aspects of our business. We’ve rebranded the company, welcomed new employees in each department, created more opportunities for cross-functional learning, formed the Operational Leadership Team to recognize key individuals and steer goals, connected with new partners, and expanded into IoT/ M2M.
With our 15-year anniversary just around the corner, I’m excited to say Rev.io is stronger than ever. To bring our objectives to life, we’ve selected empower and evolve as our next theme. In the coming months, we will cele-brate our 100th client, further expand our team, streamline client onboarding, and broaden our ecosystem of integrations and strategic partners. Thank you for the partnership between our companies.
See you soon,
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COMMITMENT TO CONNECTION
We want our clients to see us as partners in growth - our commitment to connection
theme has helped us align our goals directly with our clients’ success.
-Brent Maropis, CEO
MARKETING
SALES
FINANCE
Connections are the heart of our business. Whether we’re connecting with
our clients, prospects, or partners, the bonds we make strengthen Rev.io’s value.
Last year we embraced a commitment to connection across functional departments, so we could help
our clients beat competition and grow their business.
We’re focused on arming Rev.io clients with the tools needed for success.
As such, we are constantly evolving our platform, building deep integrations
with partners, and empowering clients with new technologies.
““
OPERATIONS
PLATFORM
DEVELOPMENT
TRAINING &ENABLEMENT
CLIENT SUCCESS
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HIGHLIGHTS102
4
161,628
40
130
32
25Rev.io Ideas Developed
Passion for Innovation Events
Industry Events and Tradeshows
Features and Enhancements Added to Rev.io Platform
Continuous Training Videos Created
Professional Service Projects Completed
Client Business Reviews (since July)
New Clients Onboarded
Rev.io 3rd Annual Client Summit
Rev.io Rebrand
Operational Leadership Team
We hosted our 3rd Annual Client Summit –– an opportunity to connect
with our clients and partners, share best practices, and learn from
Communications and IoT leaders.
Why Rebrand?As our products & services grew, our
original branding simply did not align.
Why Rev.io?We strive to be the best billing & back
office platform in the world, and Rev.io is an innovative name that fits
our platform, mission, and culture.
This past year, we formed the OLT to
drive our strategic initiatives and
collaborate to overcome challenges.
03
CARING FOR
CLIENTSE M P L O Y E E SRev.io Summit47 clients and 14 sponsors joined us in Atlanta, GA for our annual Client Summit - giving clients the opportunity to master best practices, network with each other, and learn from growing Communications and IoT companies.
Rev.io Connects EventsIn 2016, we hosted 2 Connects events in Las Vegas, NV and New
York, NY where the Rev.io Community came together to network
and share experiences.
102 Rev.io Ideas ReleasedThe Rev.io Ideas forum enables clients to suggest (and vote for)
improvements to the platform.
Continuous Client TrainingWe created 40 Rev.io video modules for ongoing training and
started an employee certification program.
SAVE THE DATE4th Annual Rev. io Cl ient Summit
AUG28 - 30CLIENT SUMMIT
2017A T L A N T A
Lori Smith
Mark Holloway
PettyRaymond
Jordan Parker
Seth Adkins
Thaddeus Rolle
Our ACT TOP award winners for the year:
C O M M U N I T Y
The Rev.io Team spent a day in February
sorting items for the Prom-a-Palooza
event, giving foster kids dresses and
accessories for high school prom.
For the second year in a row, Rev.io
employees and clients summited Mount
Bierstadt to support Children’s Colorado
Foundation and kids with much bigger
mountains to climb.
Rev.io employees donated toys to
our Toys for Tots Toy Drive, giving
holiday presents to underprivileged
children in the Atlanta area.
Rev.io sponsored the 3rd Annual Human
Clay event, benefitting Atlanta’s Gateway
Center, for an evening to help
end homelessness.
WIT Girls
St Luke UnitedMethodist Church
Foster Care Support Foundation
Climbing for Kids
Toys for Tots Toy Drive
Atlanta’s Gateway Center
Adventures of the Heart
Bert Show’s“Big Thank You”
Breast Cancer Awareness
Gulf Coast Kids House
Open Door Community
Teen Challenge
Alzheimer’s Association
Big Brothers Big Sisters
Cars Fighting Cancer
IMPACT 100 Pensacola
Safe Harbor Women’s Resource Center
United Way
National Association for Multi-Ethnicity In Communications
Georgia Blind Sports
Boy Scouts
American Cancer Society
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Our developers dedicated time each quarter to:Nurture team buildingImprove cross-functional collaborationBoost morale and promote excitement
Rev.io’s Development Team built 3 “production ready” items and 1 pilot feature:Testing and troubleshooting tool for usage / FTP files
Option to re-rate unbilled calls
Real time updates to documentation from code changes
Piloted online storefront for Rev.io inventory
We eliminated 25 bugs!
Development began for creating a personalized Rev.io home page and revolutionizing the current report builder.
Rev.io employees attended training sessions, led by our developers, to learn about software development. Sessions included:Introduction to APIs
Introduction to HTML & JavaScript 101
Overview of development process for Rev.io’s CDR importer
PASSION FOR INNOVATION
DAYS
BUG SQUASH
DAY
CODE IT DAY
WEEKEND WARRIORS
INSPIRATION DAY
ACHIEVING EXTRAORDINARY
RESULTSGreat things happen when we
focus on the success of our clients.
Rev.io clients (again) exceeded the
industry growth average, with a big
increase in 2016.
Percentage of client growth is based on invoiced revenue (factoring credits) from all activated clients billing in 2016-2017. Industry Average Source: IBIS
2016 Industry Reports (Wireless, Wired, Communications Manufacturing, and Internet Service Providers).
Industry
Clients
2014
2016
2014
2015
2016
2015
2 .3%
5.0%5.4%
14.0%
16.0%
6.5%
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MARKETINGOur Marketing strategy in 2016 was all
about connecting with people through
improving Rev.io’s brand awareness.
JAN
FEB
MAR
APR
MAY
JUN
JUL
AUG
SEP
OCT
NOV
DEC
ATTENDED 1 6 EVENTS IN 2016
127% 12 15% 11Increase in partner
attendance at Rev.io’s Client
Summit
Newsletters sent to clients
& partners
REV.IO REBRAND
REV.IO WEBSITEREFRESH
Why Rebrand?As our products & services grew, our original branding simply did not align.
We strive to be the best billing & back office platform in the world, and Rev.io is an innovative name that fits our platform, mission, and culture.
Why Rev.io?
New clients influenced by
email outreach
Client testimonial videos
NEW CLIENTS FROM MARKETING & SALES EFFORTS:
SALESSALES STATISTICS
Demos Completed
Client Business Reviews since July 2016
of Clients Adopted New Rev.io Solutions
Annual Recurring Revenue from New Clients
20 In-Person Client Meetings
In addition to winning new accounts, the Sales Team connected
with existing clients and grew strategic partnerships.2,18732
11%
$1,101,996
New client lead sources are calculated as a percentage of MRR.
INB
OU
ND
REQUESTS
42%
5%
DIR
EC
TS
ALES
28%
PARTNER
REFER
RA
LS
25%
TRAD
ES
HO
W
S
NEW
CLIENTS IN 2016
2806
QU
ALI
TY
QU
AN
TITY
OPERATIONS QUALITY
QU
ICKN
ESS
25%
3%
Active clients grew by
Total ticket volume increased by only
Professional ServicesO
nboarding
QUANTITY QUICKNESS
Reduction in Overall Onboarding Interval
17%
% of Professional Service Tickets Completed by Target Due Date
In the second half of 2016, we adjusted our sprint planning to meet or exceed client due dates. With these adjustments, we improved our performancesubstantially in Q4.
25
16
130Professional
Service Projects
Completed
New Client Activations
Clients PendingOnboarding
20 Commercial
1 Strategic
4 Midsize
Q1 - Q3 Average
Q4
54%
97%
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CLIENT SUCCESS
Q1
0
25
50
70
Q2 Q3 Q4
The Client Success Team is committed to extraordinary service. Excellent support requires us to continually hone our skills and measure our performance. The monthly client scorecard evaluates the level of support provided, by our team, to each client.
In 2016, we changed our service level agreement to a same day response and met our goal on
115% Net Retention in 2016 CLIENT SCORECARDS
BY CATEGORY
97% Overall
Satisfaction Score
96% of support
tickets
TRAINING & ENABLEMENT
This year, we will double the size of the Training & Enablement Team, work
to simplify our user experience, and ensure new and existing clients have the tools needed to maximize Rev.io.
Bootcamp sessions
Employees trained in 2016 20
Clients trainedin 2016 27
Trainings conducted at client sites 4
Trainings held at Rev.io HQ 12
15
Employees completed Rev.io certification
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Rev.io 101 webinars 11
New user training videos - in Rev.io “help” tab and knowledge base40
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PLATFORM DEVELOPMENT
The Platform Team is the connector
between our clients’ needs and
Rev.io’s solutions.
REQUESTSThis new order entry / quoting functionality was by far the single largest strategic release of 2016 and makes entering new customers quick and easy. We’ve streamlined the process by adding price books and quoting, customizable proposal templates, a two-step account activation tool, and bulk-importing feature for complex accounts.
200Individual Releases
We’re keeping clients ahead of the curve.
88% of clients have already
used the quoting feature
1,700 proposals generated
since September ~19 proposals / day
24fewer clicks to create an account
36%time savings on single line order
2016 RELEASES
STRATEGIC ROADMAP
PLATFORM
REV.IO IDEAS
65%
20%
15%
CONNECTING TO OUR COMMUNITY
Rev.io Ideas
A forum for Rev.io users to connect
with each other and our company.
102 Rev.io Ideas released in 2016
Ordering IntegrationsWe streamlined workflows for ordering
and porting Bandwidth.com phone numbers and NETXUSA equipment.
Rev.io SyncRev.io clients using BroadWorks or
NetSapiens can eliminate manual
work by comparing order details,
service lines, and client data.
Salesforce Integration Enhancements
There is a new ability to import sales-
force.com data into Rev.io requests.
Rebranding the Rev.io Platform
Our Platform Team was instrumental
in the rebrand this year - replacing
our name throughout Rev.io’s
platform and portals.
Committed to ClientsWe improved tier 3 client support
by reducing response and
resolution times, and minimizing
tickets in backlog.
TOTAL1,628
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SYSTEM STATISTICS
CDRs PROCESSED
UNIQUE USERS34,644
APPLICATION USAGE BY HOUR
APPLICATION USAGE BY %
We saw a huge jump year-over-year,
a199% increase from 2015.
27,687,053,54130B
25B
20B
15B
10B
5B
Agent Click
API
Bill Center
Rev.io
Sign UP
Agent Click
API
Bill Center
Rev.io
Sign UP
2010 2011 2012 2013 2014 2015 201612A 4A 8A 12P 4P 8P1P 5P 9P2P 6P 10P3P 7P 11P1A 5A 9A2A 6A 10A3A 7A 11A
2%
55%
1%
41%
1%
10
UPTIME99.992%
19,317,600RATED RECORDS PER HOUR
In 2016, we revamped our rating algorithm to
accommodate our continued growth. Our new
High Velocity Rating Engine has been able to
achieve speeds of up to 19M rated records per hour.
LOOKING FOWARD
WE WILL EMPOWER & EVOLVE IN 2017
STREAMLINE ONBOARDING
EASE OF INTEGRATION
IoT EXPANSIONCLIENT RETENTION & GROWTH
We have plans to partner with organizations that enable IoT
service providers and optimize the Rev.io platform for IoT clients.
We will develop our RESTful API to allow partners and clients
to easily integrate to the Rev.io platform.
UI enhancements and Rev.io Go Further, a post-onboarding training curriculum, will help our users get the most out of Rev.io.
We will enhance reporting and createa modern Rev.io dashboard to help clients make decisions with confidence.
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We would like to thank our clients and partners for another
incredible year. In 2017 we’re looking forward to empowering
our clients with new tools and evolving our platform to facilitate
client growth.
EMPOW ER &
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