Services & Distribution Vertical Overview

S&D Positioning Services Vertical Overview What Comprises Services & Distribution Deep Dive into the Financial Services and Logistics Micros Business Issues / Challenges Additional Resources

Services & Distribution Overview Logistics Financial Services Field Services Business Services Not For Profit Tribal Gaming

S&D Vertical Segmentation Logistics Financial Services Field Services Business Services Non-Profits Tribal Gaming Distribution Trucking Rail (freight) Air (freight & passenger) Third Party Logistics (3PL) Large Financial Institutions Community Banks Credit Unions Insurance Carriers Brokerage/ Mortgage Property Management Janitorial/ Cleaning Services Home Services Security Services Telecom Repair Services Sanitary Services Parking Publishing, Printing Tech/Software Advertising Legal Services Consulting Services Call Centers YMCAs Membership Organizations Tribal Nations Gaming

Why Target Financial Services? Reduce Cost Increase Satisfaction Minimize Compliance Risk Increase Productivity Accountability and transparency of all labor costs Activity based costing Control PTO costs Schedule to demand Meet service levels and eliminate waste Automate manual processes Retain and attract skilled workers Align schedules with work and life preferences Employee self-service Improve adherence to labor laws, rules and regulations Full audit trails Visibility into leave liability Reporting

Solution Portfolio: The Elements of Workforce Management Data Collection – Automatically collect accurate data Time and Attendance – Reduce errors; minimize overpayment Absence Management – Manage the people who aren’t there Scheduling – Right person, right place, right time Activities – Link your people to the work that they do Analytics – Monitor, diagnose, and address issues HR and Payroll – Consolidate your employee-related information Hiring – Find, select, and hire the right people Focus of these solutions is to automate intelligently for cost savings.

Solution Portfolio: The Elements of Workforce Management Data Collection – PC and Mobile Time and Attendance – Leave Liability Absence Management – FMLA Tracking Scheduling – Branch Scheduling for Retail Activities – Back Office Processing Analytics – Integration with Core HR and Payroll – Great for a small community banks Hiring – Retail Branch Hiring

Current Playing Field Compliment to an ERP Vendor ADP In House application Most Financial Services organization have not thought about Time and Attendance until the last couple of years

Messaging Class Actions Are on the Rise “Teleperformance USA pays almost $2M in back overtime wages due to failure to pay breaks less than 30 mins in length and time spent waiting for work areas to become available” May 2010 Sprint Nextel agreed to settle three class-action lawsuits for $8.8M…lawsuits claimed that the carrier failed to pay call center workers for overtime hours and other compensation January 2009 “Wells Fargo NA has agreed to pay $6.6M to settle consolidated class action accusing company of failing to pay its mortgage loan processors OT and violating meal and rest period regulations” April 2010 $450k settlement OK’d in Wachovia Call Center Overtime and Meal Break Case December 2010 Clock Work: Wage & Hour Cases Top Employment Class Actions, Inside Counsel, March 1, 2010

Are You Keeping Track? Potential Compliance Issues Type of Worker Complexities Compliance Issues Corporate Inflated leave liability Manual time-off processes Challenging FMLA practices Hiring and retention issues Working extra hours “off-the-clock” Using comp time to address hours away from the workplace in one week by making up the time the following week. Back Office Risks meeting service levels Inefficient costing and limited insight to profitable services Inaccurate labor costs Ineffective staffing FMLA Intermittent leave Leave liability Mobile/At-Home Accurately tracking all hours worked Accurate time worked -including OT Attestation Contact Center Gaps in collecting all time worked Manual Absence Management Hiring challenges Computer boot up time Off the phone time worked Consistent application and enforcement of attendance policies? Complete Visibility “If you don’t have records you’re in deep trouble. When the DOL comes calling, they will typically send a letter saying you have 72 hours to provide the following categories of documents. If the information is not readily accessible, there’s no way you’re going to be able to comply with those obligations.” Paul DeCamp, Jackson Lewis LLP