Ontario – National Capital Region – Osgoode
Corporation
www.servicevantage.com
Ontario
National Capital Region
Osgoode
Corporation
active
Increased Revenue through Support - Services
ServiceVantage focuses on support and services excellence that
will allow organizations to maximize their revenue potential
through the development of strategic support and services
initiatives, while developing a strong, loyal client base.
As the year 2001 has shown, technology companies cannot survive
on technology revenues alone. It is imperative to their long-
term success to increase the percentage of revenue generated by
support and services, thereby lessening the impact a slow
economy can have on pure technology sales. Additionally, the
economic downturn has shown the importance of a technology
company's current client base as a source of continuing sales.
To be successful, technology companies must focus on: • a profitable support and services department that
contributes 35% to 50% of overall revenue;
• support and services as a means to transition from a
vendor/buyer relationship to that of a trusted advisor. Once
established as a trusted advisor, opportunities to sell further
technology and services become readily available;
• understanding their clients' problems and offering the
appropriate solution;
• support and service partnerships to improve
credibility, expand the scope and geographic reach of
offerings, and to introduce new prospects; and
• a support and service infrastructure that ensures
repeatable, high quality delivery.
ServiceVantage
ServiceVantage believes in developing a strong relationship
that is built around earning trust. To this end,
ServiceVantage welcomes the opportunity to meet with your
executive team to discuss the effectiveness and challenges of
your current services and support model as they relate to
corporate goals.
Analysis - Blueprint
After the initial discussion, management can decide to engage
ServiceVantage to develop a support and services report. This
process may take 1-3 weeks depending on the scope specified by
the executive team. ServiceVantage will analyze your business
model, speak with key stakeholders and conduct client
assessments that will provide ServiceVantage with a better
understanding of: • the support and services offerings, partnerships,
delivery model, cost structure, and pricing;
• the level of interaction between support and services
and other departments and how they help or hinder the company€™s
ability to offer the right solutions;
• how your technology is being utilized and by whom
within your client organizations; and
• the expectations of the client and the challenges they
continue to face.
ServiceVantage will deliver to your executive team a report
that highlights the current €œstate of the nation€?, identifies
opportunities to improve the support and services model and
recommends strategic initiatives that will increase your
revenue and ensure that your clients are successful with your
technology. The recommendations in this report will arm your
company with the information needed to offer the appropriate
solutions to your client base and achieve your strategic
revenue and profitability goals.
Execution of Recommendations - Leadership Services
An effective support and services infrastructure will include
the right combination of technology, people and process. To
that end, ServiceVantage will facilitate the execution of the
approved support and services strategies either in a coaching
capacity or as a temporary member of the executive team.
ServiceVantage will focus on developing the infrastructure
needed to consistently execute support and services strategies,
maximizing revenues and building a loyal client base.
Who is ServiceVantage?
ServiceVantage was founded by Jeff Bennett, a veteran of two of
Ottawa€™s premier high-tech companies, Corel Corporation and
WebPlan, Inc. His cumulative experience as head of the support
and services departments at these two companies has given Jeff
the understanding of what it takes to make a successful
organization.
While at Corel, Jeff: • transitioned Corel support and services from a multi-
million dollar cost center to a profit center;
• hired hundreds of employees;
• spearheaded all mergers and acquisitions as it related
to support and services;
• established outsource partners in North America, Asia
Pacific and Latin America;
• oversaw in excess of 10,000 technical support calls per
day; and
• was accountable for the service and support of over 30
million users, including government departments, legal firms
and corporate accounts.
At WebPlan, Jeff: • created a support and service organization that could
scale with Webplan€™s growth;
• established Webplan€™s Client Care department;
• established a critical service partnership with Cap
Gemini Ernst and Young; and
• introduced WebPlan certification, now available in over
100 countries worldwide.
In January 2002, ServiceVantage was founded to help multiple
technology companies draw upon a support and service expertise
that focuses on profitability, revenue, client relationships,
partnerships and mergers - acquisitions. ServiceVantage
clientele includes Webplan Inc., MEI and Telsoft Ventures Inc.
Country of Ownership: Canada
Year Established: 2002
Exporting: No
Primary Industry (NAICS): 541619 - Other Management Consulting Services
Primary Business Activity: Services
Number of Employees: 1
Services:
Service and support consulting
No associations
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