Connected Office 3.0 Program Overview

Agenda

• Introduction

• Your Technology Issues & Concerns?

• Our “Single-source” Provider Solution• The SMB Technology Pie

• Connected Office 3.0 Technology-as-a-Service Program• Menu of Services• Service Details

• Conclusion…and 10 Steps to the Connected Office

Introduction

• The Utility Company is a single-source provider of technology, communications and business management solutions for small and medium-sized businesses across North America.

• Our Connected Office Technology-as-a-Service program provides a single point of contact for ALL things technology, delivering the required hardware, software and service for a monthly fixed fee per user.

• Our customers are supported locally by Utility Service Providers delivering onsite service and business-technology consulting to reduce technology spending and increase utilization.

• North American distribution and support network established through our Beyond Managed Services™ franchise opportunity.

We were founded to…

…address the two major problems

that exist in the market today.

Spending:The fact that the average business spends $360 per user per month on technology.

Utilization:The fact that only 15% of this investment in technology is actually utilized.

What are Some of Your Technology Issues & Concerns?

Our view is there are three main reasons you invest in technology:• To operate your business more effectively by executing and

automating daily routine tasks• To communicate your business via the Web to your customers,

prospects and other stakeholders• To manage your business by connecting, streamlining and

measuring key business processes like sales, marketing and customer service.

Today’s Service Landscape (and Challenges)

• Today, SMBs and service providers have diverging goals and objectives.• When you are down they make money!

• Multiple providers delivering you point solutions that are complex and difficult (costly) to maintain.

• Where do you fit on this chart?

Objectives not aligned

Objectives aligned

The Only SMB Single-source Technology Provider for the SMB Market!

• Eliminate point solutions, consolidate 3-5 suppliers into 1 point of contact:

1-866-My-Utility• Insurance-like coverage for your technology where most of the onsite service calls are automated.• EVERY device and application is remotely monitored and managed.• Reduce your technology spending; improve utilization.• Invest only in technology that improves your business.• Virtualization roadmap put in place…

Connected Office End User Success Story

Municipal Tax Equity, Georgetown Ontario• 22-user consulting firm that relies heavily on technology.• Reduced their technology spending by 40% on our Connected Office

Managed Program at $2,000/month.• Our goal is to reduce spending per user from $360 to $200-$250 and

increase utilization from 15% to above 50%...

The primary goal of our menu of services is to make it easily understandable to our customers and provide the flexibility to fit their specific business requirements and budget. Our three program levels include:

• Classic – “a la carte” proactive service offering priced monthly by service element.

• Managed – user-based, fixed fee service and support, “à la carte” hardware and software.

• Utility – user-based, fixed fee for hardware, software, and service.

Connected Office 3.0

Thank you

Our mission is to ensure our customers only invest in the technology they require to operate, communicate and manage their business effectively.

Our vision is to transform information technology into what it should be – a utility.

1-866-My-Utility Live Helpdesk

Desktop support

End user support for desktop and laptop

users, including productivity

applications (MS Office).

Hardware troubleshooting,

network connectivity issues and desktop

sharing for remediation

Back office support

Server & Infrastructure Level 1

helpdesk

Level 2 triage support for back office servers

(Terminal Services, SQL)

Secure remote access

Eliminates the need for onsite support by enabling help desk technicians remote

access

Remotely and securely install

applications, apply fixes and reboot

systems

Self-help, ticketing,

online training

Access information and log tickets online

through the Utility Service Center

Trend identification end user training

based on common problems identified; “How-to” support

Our Service Delivery Model - Fast Facts

• 80-90% of incidents uncovered through remote monitoring and management.

• Over 90% of helpdesk incidents resolved remotely.• 97% of the Helpdesk users

rate our service as Good to Excellent

• Key focus – business productivity from technology (communications and management)

• Virtualization is key to reducing on-premise infrastructure (and complexity).

Client

1-866-My-Utility Service Workflow

End-userHelpdesk Call

Internal MACNotification

Automated Notification

Support Call Opened

Support Call Handoff

Support CallEscalatedData

Collected

DesktopRelated

Problem Resolution Procedures

Document And Close Case

Remote Fix

Problem Resolution Procedures

Field Engineer Deployed

Problem Resolution Procedures

Document And Close Case

Document And Close Case

Helpdesk (L1) NOC (L2) Field (L3)

Network Operations

Network monitoring

Availability and performance of server, Internet, firewall, printer

and other infrastructure

Business application monitoring

End-user experience monitoring of mission-critical applications such as CRM, accounting and

Web applications

Security & protection

Anti-virus protection and patch management of critical servers

and business applications

Secure remote access

Eliminates the need for onsite support by enabling our NOC technicians to remotely and

securely access your servers

Online backup & storage

Online remote backup and storage of corporate data,

including business continuity and disaster recover planning

Service level

reporting

Monthly report on the availability and performance of your network, along with capacity planning for

the future

Utility Service Center 24x7 Remote Monitoring, Management & Service Desk

Network Operations – VoIP Monitoring

Voice-over-IP (VoIP)

Many SMBs are looking at new, feature-rich VoIP

telephone systems, which require guaranteed

quality of service and stability of your network.   

You need a view into the operations of on-premise

VoIP switches and infrastructure.

VoIP service

monitoring

Monitoring of key points of failure for availability

and performance

Preventative maintenance, initial

troubleshooting, root cause identification

Network Operations – MFP Monitoring

Multi-function printers (MFP)

For most SMBs, printing, copying and

faxing remains a necessary business function to operate. 

You need the capability to make the low-

maintenance MFP promise a reality through proactive

service automation.

MFP monitoring

service

Monitoring of key points of failure for network availability

Consumables monitoring - toner, maintenance kits.

Meter reading; Error codes - initial

troubleshooting

Network Operations – Comprehensive Security Management

Advanced protection

Focused on the big three information security exploitation points –

perimeter, remote access and end-users.

Perimeter security

management

This service includes a review of your current

security infrastructure to understand its capabilities in

regards to network level protection. 

This protection includes: Network Level

Antivirus/Spyware/Malware, Intrusion Detection

Prevention, Content Filtering, Secure Remote Access 

Internal network security

management

In tandem with our Security and Protection service, this service provides you with:

Advanced Desktop Firewall, Browser Protection / Anti-

Phishing

Desktop/Laptop Operations

Asset & lifecycle

management

Asset discovery service identifies all IP-based network devices and

lowers IT administration costs through better

control

Software distribution service drives adherence

and compliance of corporate standards and licensing control, while automating software

upgrades

Security & protection

Patch management software service protects

corporate and remote users through a fully-automated approach

Virus protection service provides advanced virus,

spyware and malware prevention

Online backup & storage

Online backup service provides full remote

backup and data protection

Protects end users from data loss through

scheduled, automated Internet-based backup

Communications – Web, E-mail

Hosted Exchange

Business messaging platform with 60% of the market; available 99.9%,

24x7

Advanced communications features like always-synced email, global address list, shared

calendars, Web mail, mobile access and shared

public folders

Hosted Sharepoint

Provides an integrated portfolio of collaboration

and communications tools

Create an internal corporate intranet that connects employees to

documentation and processes

Web content management

Designed for SMBs that realize they need a professional and

updateable web presence

Includes: Web development,

maintenance, hosting and integrated modules

Business Management

Customer relationship management

Consolidates the various silos of data to manage sales, marketing and customer service.

Sales and contact management, Marketing automation, Executive dashboards, Customer

service portal, Professional services.

Accounting & reporting

Fully-integrated with our CRM service resulting in

your entire business being managed through one

online business application. 

General Ledger, Financial reporting, Employee

management, Professional services.

Hardware/Software

Network infrastructure

Tier 1 infrastructure such as servers,

routers, firewalls that are mapped to your

network/security assessment

Desktop/laptopIncludes MS Office

and is priced per user per month

PeripheralsMulti-function printers

that are low maintenance and

remotely manageable

Virtualization

Service we provide to determine lifecycle of current on-premise infrastructure and

virtual service options.

Onsite Service

Utility Service Provider

Your “Virtual CIO”, systems

administrator and PC technician all

in one.

Emergency support

Field service where our

helpdesk has escalated your

call

Network/Security assessment

Initial and ongoing

Network administration

Moves, adds, changes

Business-Technology Consulting

Design, planning, implementation

and training

Conclusion…

• Today, there is tremendous opportunity for small and medium-sized businesses that properly leverage technology.

• Through Connected Office, our focus is to empower you to operate, communicate and manage your business more effectively.

• Our Technology-as-a-Service model ensures that you achieve this in a monthly pay-as-you-need model.

• As the only national SMB Single-source Provider in North America, the range, depth and quality of our services are unparalleled in the industry...• We are your single point of contact for ALL things

technology! • The 10 Steps…

10 Steps to the Connected Office

1. Spending assessment – see Utility Meter Reading

2. Utilization assessment – see Utility Meter Reading

3. Business needs preliminary assessment

4. Network/security assessment

5. Stabilize IT operations through managed/utility services

6. Business-technology alignment and plan

7. Develop budget/skills inventory requirements

8. Establish internal user training regiment

9. Investigate technology that improves business performance

10. Develop virtualization roadmap to reduce onsite technology and complexity