Welcome to the..... IT & Systems Functional Briefing Adrian Roscoe : Head of IT & Systems Lorraine Veber: VP, Business Transformation / Change Management

Welcome to the.....IT & Systems Functional Briefing

Adrian Roscoe : Head of IT & SystemsLorraine Veber: VP, Business Transformation / Change ManagementKevin Braim: Head of Customer Technology Support

Role of IT & Systems

Role of IT & SystemsOne Global Datacentre

Six Regional Datacentres

System Reliability

System Speed

24 x 7 Helpdesk

Capacity for Growth

24 x 7 + Cost effective

Keep our Systems performing and supported 24 x 7


Support Business Strategy

Support New Products

More efficient Teams

Customer Facing systems

New Technology for Growth

Building on our successes


Develop & Invest in our Systems


Internet + Telco + More

Cost-effective design

Reliability + Performance

24 x 7 Helpdesk

Cost Reduction Projects

Revenue Support projects



Technology for our Customers




Technology for our CustomersTechnology delivery

Drive down investment cost

Reduce Opening lead-times

Reliable delivery

All Location TypesSupporting Location Growth

Focus areas for today

Team Members

Location Growth

Customers

Technology for Customers in 2013Team Member

s

Location Growth

Customers

• Working with many teams across Regus.• IT + Telco offering, service, revenue and cost base.

ProductSupport

IT CoreIT Pro

IT TeamDay Pass

350 CallstreamsHome Extension

CustomerExperience

Easy IT ConnectWi-fi coverage

25% of sites had bandwidth upgrade

Lower cost

Service Quality

Avoid Faults Team420 sites upgraded70 PBXs replaced

Fault Fix Speed24 x 7 focus

Revenue Support

IT Core UsageDay Pass BillingIT Team BillingEngineer Billing

Team Member

s

Location Growth

Customers

ProductSupport

Product Roadmap

Cloud CallstreamEasy setup

CustomerExperience

Wi-fi speed focus

Bandwidth upgrade another 25% sites

Telco calls over internet

Lower cost

Service Quality

#1 = internet downAvoid + Fix quicker

Hot Spot PlanMonthly Health Check

Trial backup lines

Revenue Support

Automated billing of all IT Services

Technology for Customers in 2014

• More to do in 2014.• Again, a cross-Regus effort to improve further. • Working with you.

Based in Manila

24x7 Location Monitoring

Pro-active Visibility & Fault fixing.Our Customers & Our Systems

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ITT

Reve

nue

(£

'000

)

Internet Uptime (%)

High Priority Action Centres

Priority 2Action Centres

EMEA Centres(<100% Internet Uptime, >£50k ITT revenue)

SpecialCare

Centres

50% off NCO IT Cost

Changed 60% of the kit

Changed Supply Chain

Renegotiated everything

Now = More for Less

Installation reliability

better

Supporting Growth: Last 12 monthsTeam Member

s

Location Growth

Customers

• Again, working with many teams across Regus.• Deliver technology for NCOs + Lower NCO technology cost + Reliable install + Scalable process for

growth

“Central Configure + Test” sites – then send to NCO

4 partners. 75% of NCOs

Dedicated Manila Team

Rack = less space + reliable

Scalability

2 more partners Q4 (HKG + UAE)

First of the New Location Types

Lowering costs further

Budget Handset

Phone Calls over wi-fi = lower cabling costs

On-site engineering down to 4 days.

Install Reliability+ Opening

times

Supporting Growth: More to do in 2014 Team Member

s

Location Growth

Customers

Maximise our partners: less on-site engineering

Trial shipping full rack

ISP + Telco processes

Scalability

New Location Types

Acquisition support review

Technology for Centre Team Members

Major Change

Team Members

Location Growth

Customers

Self-servein-location

Self-serveOnline24x7

Centre Teams

Our customers

PC + Tablets + Smartphones Web + Apps + Mobile sites

Richer features, well delivered, simple


Our Global Systems

ManageService

Manage Account

Manage Team

++Find Buy Book Pay +

Top up

etc...


Richer features, well delivered, simple



Access Station

Document Station Easy IT

Connect

Our Global Systems

KIOSKS

Our Global Systems

Extend what they can do.Sign-up. Find, Book, Pay etc


Centre Teams

New POSEasy to Use

New POSEasy to Use

Our Global Systems

Automation of our business processes

New POSEasy to Use

GSC do audit/ exceptions

/ complex

Our Global Systems

GSCVisibilityof GSC tasks in

workflow

New POSEasy to Use


/ complex

Our Global Systems


workflow

Online FilesClient + Centre

New POSEasy to Use


/ complex

Our Global Systems


workflow


ReducedLogins

New POSEasy to Use


/ complex


workflow


ReducedLogins

RetailSale

Payment Options

New POSEasy to Use


/ complex


workflow


ReducedLogins

RetailSale

Payment Options

New Sales Tools

New POSEasy to Use


/ complex


workflow


ReducedLogins

RetailSale

Payment Options

New Sales Tools

Upgradedemail and

Office

New POSEasy to Use

OnlineFiles

GSC do audit/exceptions/ complex

ReducedLogins

RetailSale

Payment Options

Our Global Systems

GSCVisibilityof tasks

workflow

New Sales Tools

Upgradedemail and

Office

++


Richer, well delivered, simple

ManageService

Manage Account

Manage Team

Find Buy Book Pay + Top up

etc...

KIOSKS

Extend what they can do.Sign-up. Find, Book, Pay etc

Lorraine Veber

Global VP, Business Transformation / Change Management

Role of Change Management

Business as Usual Upkeep

Support Projects/ Deliver Programmes of work

User Acceptance Testing

Initial SaleClosing & Payment

Client

Set-up

Monthly Activity Renewals

Terminations

Customer Care

Customer Acquisition

•Live-time Inventory•Sign on the Spot•OSA: All products•Down payment•Editable OSA•Invoice Frequency

Booking & Invoicing

•End to end Promotion Engine•Auto raising of initial invoices•Card Payments•Auto Win in CRM

Customer Set-up

•Activation Site (Online MIQ)•Auto set up of IT, Datapulse, BW cards, etc

Monthly Activity

•Auto raising of monthly invoices•New Invoice template•Immediate Credits•OSAs for all scenarios•Inventory adjustments•New POS

Renewals•Renewal OSA for all products•Renewal Retainer Top-up•Services renewal at list price•Renewal proposals•Renewal Pricing Engine

Termination

•Easier termination flow•Retainer Return Automation•Buyout workflow

Documents

Welcome to the..... IT & Systems Functional Briefing Adrian Roscoe : Head of IT & Systems Lorraine Veber: VP, Business Transformation / Change Management