Callidus On-Demand Jeffrey Saling October 2008
Mission To deliver Callidus Software ’ s leading-edge Sales Performance Management solutions over the web. … and … To deliver those solutions without any customer concern about technical infrastructure - allowing our customers to focus on their own business objectives.
To deliver Callidus Software ’ s leading-edge Sales Performance Management solutions over the web.
… and …
To deliver those solutions without any customer concern about technical infrastructure - allowing our customers to focus on their own business objectives.
Callidus On-Demand: Key Stats & Facts Fastest Growing On-Demand SPM / PPM vendor Over 66,000 subscribers / 55 Customers in 2 years Special programs for migration into OnDemand Most widely used Payees and customers in 135 countries around the world Highly Private & Secure Safe Harbor (European Union) certified for data privacy and security SAS70 / SOX (US) Compliant Extraordinarily Reliable Documented uptime of 99.5+% exceeds industry standard service level agreements Fully Featured Only On-Demand / SaaS SPM provider with functionality & tools for Incentive plan calculation & pay Fully secure reporting for payees Analytics & Query tools for administrators and managers Producer / Agent Administration for Insurance Customers Certified on AppExchange Integrated with Salesforce.com
Fastest Growing On-Demand SPM / PPM vendor
Over 66,000 subscribers / 55 Customers in 2 years
Special programs for migration into OnDemand
Most widely used
Payees and customers in 135 countries around the world
Highly Private & Secure
Safe Harbor (European Union) certified for data privacy and security
SAS70 / SOX (US) Compliant
Extraordinarily Reliable
Documented uptime of 99.5+% exceeds industry standard service level agreements
Fully Featured
Only On-Demand / SaaS SPM provider with functionality & tools for
Incentive plan calculation & pay
Fully secure reporting for payees
Analytics & Query tools for administrators and managers
Producer / Agent Administration for Insurance Customers
Certified on AppExchange
Integrated with Salesforce.com
Service Level Offerings - Options Technical Operations: Application Hosting & Data Center Provide Hardware Provide 3 rd Party Software Provide Data Center Mgmt Application Management Environment Management Issue Escalation / Resolution Upgrades & Migration Business Operations: Comp Plan Administration Process Management Optional Services: Workflow Services: Payee Self-Service Data Management MBO Management Producer / Agent Mgmt Services Business Operations - Compensation Plan Administration - Payee Dispute Resolution Technical Operations - Application & Infrastructure Management - Business Continuity
Technical Operations:
Application Hosting & Data Center
Provide Hardware
Provide 3 rd Party Software
Provide Data Center Mgmt
Application Management
Environment Management
Issue Escalation / Resolution
Upgrades & Migration
Business Operations:
Comp Plan Administration
Process Management
Optional Services:
Workflow Services:
Payee Self-Service
Data Management
MBO Management
Producer / Agent Mgmt Services
Premised vs. On-Demand IT Model Permutations of revision levels for each layer of the stack Traditional Premised Model From IT Management to Business Management On-Demand Model j Application Business Application USER Web / App Server Database Operating System Hardware USER
On-Demand Architecture Landscape Application Complexity Cost to Deliver Privacy / Security Level Configurable, mission-critical applications (Callidus On-Demand) Commoditized applications and tools (Salesforce.com) Virtual Tenancy Multi-tenant, Separate Database Multi-tenant/ Single Version Heavily customized, version-controlled, dependent applications (Oracle) Managed Hosting Service
On-Demand Reduces TCO The Cost to manage software is four times the purchase price of the software per year Source: The End of Software – Dr. Timothy Chou Microsoft said: “the initial purchase is usually only 5% of the total cost of owning and maintaining a program” On-premise Software Acquisition 1x Maintenance Security / Privacy Performance Change Management Hardware Third Party SW Implementation Costs Upgrades (SW & HW) TCO (total cost of Ownership) 1x 4x 3x 2x On-Demand On-Premise 1-2x
Who else uses Callidus On-Demand? Life Sciences High Technology Financial Services The statistics : More than 66,000 payees / 55+ companies 135 countries around the world Proven Reliable (99.97%) and Scalable 105MM transactions / 80k positions (Aug) YTD comp calc’d@ $1B+ (Aug) SAS70 Type II Certified Media & Comm
The statistics :
More than 66,000 payees / 55+ companies
135 countries around the world
Proven Reliable (99.97%) and Scalable
105MM transactions / 80k positions (Aug)
YTD comp calc’d@ $1B+ (Aug)
SAS70 Type II Certified
Appendix: Deeper Offering(s) Detail
Callidus On-Demand Details Technical Operations: Callidus provides all the necessary hardware, software and support needed to fully utilize the TrueComp ® Enterprise Suite. Enterprise hardened data center System and Network operations All software licenses needed Application operations Data backup Technical support New release migration Traditional Premised Solution Business Operations: Complete producer and incentive management outsourcing. Callidus provides personnel for setup, maintenance, and day-to-day producer and incentive management operations under the direction of your sales, sales ops and finance organizations Business Application Application and Business Users Web / App Server Database Operating System Hardware
Technical Operations:
Callidus provides all the necessary hardware, software and support needed to fully utilize the TrueComp ® Enterprise Suite.
Enterprise hardened data center
System and Network operations
All software licenses needed
Application operations
Data backup
Technical support
New release migration
On-Demand Technical Operations Annual On-Demand Service Technical Operations Includes: Data Center : Hardware / Network Operations Center Callidus Components : TrueComp ® Manager, TrueInformation ® , TrueAnalytics™ Optional : TrueProducer™, TrueResolution ® Third Party Software : OS, DB, WebServer, Actuate, Informatica, Hosting Services : @ TechOps Service Level as follows: Data Center Provision: Hardened Class A+, Tier IV Production Server / HW Environment Provision Platinum Support 24x7 with 2 hour response Storage Devices: Raid 5 or better Security Provision: Physical Location and Data Security Firewall / Network Security Services / Intrusion Detection Secure Data File Transfer Back-up / Recovery Services 24x7 System Administration & Monitoring, 24x7 Network Administration & Monitoring, 24x7 Firewall Administration & Monitoring 24x7 VPN (if required) Monitoring Application / Software Installation & Upgrades Application Administration Standard SLA package Environment Change management Documentation of all change requests - CHIPs Peer review of proposed change Change approval Auditing to make sure all tasks are covered Version control Review audit log Plan Move to production (MTP) from Development Provide MTP documentation to customer Obtain UAT confirmation/approval for MTP MTP of compensation plans & Plan elements Unit / Integration Testing Unit test ODI (data integration / ETL) enhancements Unit test hot fixes Quality assurance for patches/fixes Project plan for system integration test Access control Audit LDAP and proxy access LDAP maintenance Problem management Repository for known bugs/issues/limitations Coordinate tech tickets - manage assignment process Provide Callidus tech support / engineering with information and support issue resolution
Annual On-Demand Service Technical Operations Includes:
Data Center : Hardware / Network Operations Center
Callidus Components : TrueComp ® Manager, TrueInformation ® , TrueAnalytics™ Optional : TrueProducer™, TrueResolution ®
Third Party Software : OS, DB, WebServer, Actuate, Informatica,
Hosting Services : @ TechOps Service Level as follows:
Data Center Provision: Hardened Class A+, Tier IV
Production Server / HW Environment Provision
Platinum Support 24x7 with 2 hour response
Storage Devices: Raid 5 or better
Security Provision: Physical Location and Data Security
Firewall / Network Security Services / Intrusion Detection
Secure Data File Transfer
Back-up / Recovery Services
24x7 System Administration & Monitoring,
24x7 Network Administration & Monitoring,
24x7 Firewall Administration & Monitoring
24x7 VPN (if required) Monitoring
Application / Software Installation & Upgrades
Application Administration
Standard SLA package
Environment Change management
Documentation of all change requests - CHIPs
Peer review of proposed change
Change approval
Auditing to make sure all tasks are covered
Version control
Review audit log
Plan Move to production (MTP) from Development
Provide MTP documentation to customer
Obtain UAT confirmation/approval for MTP
MTP of compensation plans & Plan elements
Unit / Integration Testing
Unit test ODI (data integration / ETL) enhancements
Unit test hot fixes
Quality assurance for patches/fixes
Project plan for system integration test
Access control
Audit LDAP and proxy access
LDAP maintenance
Problem management
Repository for known bugs/issues/limitations
Coordinate tech tickets - manage assignment process
Provide Callidus tech support / engineering with information and support issue resolution
On-Demand Business Operations (1 of 3) Payee / Agent Administration Updating, editing and managing Agent information including: Agent demographics Agent contracts Agent license and appointments Agent hierarchies Agent schedules Other Payee / Agent Customer Service Responding to agent calls regarding: Agent contracting questions/issues Agent compensation questions/issues Tracking and logging call details Provide call center reports on periodic basis Compensation Issue Resolution Resolving pipeline errors and determining impact to payments Investigate compensation related issues Resolving participant payment issues Pipeline debugging Pipeline maintenance Includes On-Demand Technical Operations Production Comp plan maintenance Plan Letter / Report maintenance Adjustments Updates to setup data via UI Complete manual requests Pipeline processing Comp Plan Change management Documentation of all changes Peer review change Change approval Change management controls Version control Review audit log End-User
Payee / Agent Administration
Updating, editing and managing Agent information including:
Agent demographics
Agent contracts
Agent license and appointments
Agent hierarchies
Agent schedules
Other
Payee / Agent Customer Service
Responding to agent calls regarding:
Agent contracting questions/issues
Agent compensation questions/issues
Tracking and logging call details
Provide call center reports on periodic basis
Compensation Issue Resolution
Resolving pipeline errors and determining
impact to payments
Investigate compensation related issues
Resolving participant payment issues
Pipeline debugging
Pipeline maintenance
Production
Comp plan maintenance
Plan Letter / Report maintenance
Adjustments
Updates to setup data via UI
Complete manual requests
Pipeline processing
Comp Plan Change management
Documentation of all changes
Peer review change
Change approval
Change management controls
Version control
Review audit log
On-Demand Business Operations (2 of 3) Production Comp plan maintenance Plan Letter / Reports maintenance Adjustments Updates to setup data via UI Complete manual requests Pipeline processing Data Issue Identification/Correction Conform customer data files into stock ODI format or stage table format Review template for auto upload of territories Create territories exception template Staging titles Resolve / trouble shoot data issues in custom tables Troubleshooting of validate transfer issues Staging variable assignments Defining / update useful ODI errors/warnings for customer specific data Troubleshooting of ODI errors-determine cause to pass to tech ops Data load troubleshooting (resulting from data errors) Add data integration functionality to upload IPL transactions Improve IPL notification process Includes On-Demand Technical Operations Understand Customer Define new services to be offered to support payees Trained on specific customer business & related comp plans (non generalist) Provide named direct contact(s) for customer Provide Account management function for customer Prioritize release upgrades and engineering requests from Customer perspective Customer transition from dev to ops Manage, prioritize and level work load of BusOps team Help prioritize tech ops activities around customer's production schedule Define Roles and Expertise for Each Team Member Internal skill development Expected level of expertise List of accomplished tasks and abilities
Production
Comp plan maintenance
Plan Letter / Reports maintenance
Adjustments
Updates to setup data via UI
Complete manual requests
Pipeline processing
Data Issue Identification/Correction
Conform customer data files into stock ODI format or
stage table format
Review template for auto upload of territories
Create territories exception template
Staging titles
Resolve / trouble shoot data issues in custom tables
Troubleshooting of validate transfer issues
Staging variable assignments
Defining / update useful ODI errors/warnings for customer
specific data
Troubleshooting of ODI errors-determine cause to pass to
tech ops
Data load troubleshooting (resulting from data errors)
Add data integration functionality to upload IPL transactions
Improve IPL notification process
Understand Customer
Define new services to be offered to support payees
Trained on specific customer business & related comp
plans (non generalist)
Provide named direct contact(s) for customer
Provide Account management function for customer
Prioritize release upgrades and engineering requests from
Customer perspective
Customer transition from dev to ops
Manage, prioritize and level work load of BusOps team
Help prioritize tech ops activities around customer's production schedule
Define Roles and Expertise for Each Team Member
Internal skill development
Expected level of expertise
List of accomplished tasks and abilities
On-Demand Business Operations (3 of 3) Enhancements & QA QA reporting generated results QA comp results Comp/reporting enhancements Share best practices in plan design Development of small scale comp changes Measure comp plan effectiveness Suggest new / improved comp designs Re-engineer slow performing comp designs UAT Create test plan for user acceptance testing Supporting administering customer UAT Internal training - career progression into specialties Secondary Application Maintenance/Design Portal design and maintenance TA report extension and maintenance TR maintenance and extension TP maintenance TI report extension and maintenance Handbook Integrate operations processes into handbook Modify customer handbook for new customer Update customer handbooks with changes Includes On-Demand Technical Operations
Enhancements & QA
QA reporting generated results
QA comp results
Comp/reporting enhancements
Share best practices in plan design
Development of small scale comp changes
Measure comp plan effectiveness
Suggest new / improved comp designs
Re-engineer slow performing comp designs
UAT
Create test plan for user acceptance testing
Supporting administering customer UAT
Internal training - career progression into specialties
Secondary Application Maintenance/Design
Portal design and maintenance
TA report extension and maintenance
TR maintenance and extension
TP maintenance
TI report extension and maintenance
Handbook
Integrate operations processes into handbook
Modify customer handbook for new customer
Update customer handbooks with changes
High Level Tech Ops Customer Support Model Callidus Tech Operations Support Application experts Business process expertise Business-specific expertise / knowledge Use of applications in business environment Data content problem resolution Participant in application Release-to-Production process Application troubleshooting and resolution of 95% of end-user support requests Production process monitoring / application event detection and resolution Problem resolution of issues related to business process or application Super-User / Business Operations Trained or “peaked” in application understanding Participant in user acceptance testing / validation Provides end-user support Funnel for enhancement requests Knowledgeable of problem escalation process Business process expertise Prioritizes support requests SUN Production/Platform Support Coordination Systems/network expertise Production monitoring / event detection Problem resolution of issues not related to business process, data, or application. Callidus Help Desk / Call Center / Email On-Demand first point of contact Problem or request characterizing Call tracking, routing Ticket Additional assistance 2 nd Level support 3 rd Level Support 1 st Level Support End-User Technical Support Deep systems and application support and problem resolution Critical patch creation / distribution New Business Rqmts and enhancements Liaison to R&D
Callidus Tech Operations Support
Application experts
Business process expertise
Business-specific expertise / knowledge
Use of applications in business environment
Data content problem resolution
Participant in application Release-to-Production
process
Application troubleshooting and resolution of 95% of end-user support requests
Production process monitoring / application event detection and resolution
Problem resolution of issues related to business process or application
Super-User / Business Operations
Trained or “peaked” in application understanding
Participant in user acceptance testing / validation
Provides end-user support
Funnel for enhancement requests
Knowledgeable of problem escalation process
Business process expertise
Prioritizes support requests
SUN Production/Platform
Support Coordination
Systems/network expertise
Production monitoring / event detection
Problem resolution of issues not related to business process, data, or application.
Callidus
Help Desk /
Call Center /
Email
On-Demand first point of contact
Problem or request characterizing
Call tracking, routing
Technical Support
Deep systems and application support and problem resolution
Critical patch creation /
distribution
New Business Rqmts and
enhancements
Liaison to R&D
Service Level Expectations * The business hours are defined in your service level agreement, and could designate up to 24x7 coverage. The minimum business hours coverage option is 11x5.
Appendix: Technology Detail
Growth over 8 Quarters - Payees
Canvas Prints at Affordable Prices make you smile.Visit http://www.shopcanvasprint...
30 Días en Bici en Gijón organiza un recorrido por los comercios históricos de la ...
Con el fin de conocer mejor el rol que juega internet en el proceso de compra en E...
With three established projects across the country and seven more in the pipeline,...
Retailing is not a rocket science, neither it's walk-in-the-park. In this presenta...
Add a comment