Renewals Reporting Project - Analysis Phase Scoping & Approach June 2014

Current Challenges Highly labour intensive process for regional and central retention teams Suspect data reliability Regional variations in renewal terminology Over complicated renewal reporting rules across regions 2

Impacts The Impacts  Perceived lack of control over renewals  Senior Management unable to report renewals with any confidence  Hampered business decision making and renewal strategy  Regional teams spending more time on collating data and less time on renewal marketing  Reporting delays  Risk of erroneous reporting Who is impacted  Circulation teams – central and regional  Senior Management Team 3

Approach Create small task force with central, regional and BI team representation Build prototype to provide short term solution  Analysis phase to agree requirements and high level design 3-4 weeks  Followed by build, test and implementation of the solution 3-4 weeks Learn from prototype to formulate strategic solution 4

Project Goals/Objectives 5 NoGoal/ObjectiveSuccess Measurement Metric 1Deliver short term solution to support minimum renewal KPI Accurate renewal data available 2Improved report formatting and visualisation Reporting “Dashboard” with KPI and drill down capability 3Timeliness of reportingReport available COB UK time every Friday

Project Stakeholders Michael Brunt – Project Sponsor Anna Rawling – Project Sponsor Sharon Emecz – Circulation Marketing Toby Burton – Circulation Finance Howard Tunnicliffe – Circulation Finance QlikView Consultant Regional representation as needed 6

Project Scope In Scope  Renewal KPI definition and reporting  Snapshot reporting i.e. comparison between renewal rate – previous week versus current week  Time dimension driven renewal rate reporting  Standardisation of renewal terminology and renewal rate calculation  User interface high level design  QlikView prototype Out of Scope  Extended dimensions  Linking to campaign management  Forecasting processes and tools improvements 7

Next Steps Project Team  Series of one-to-one and group sessions to elicit, analyse and validate business requirements and prototype  Draft of business requirements document and prototype  Group sessions to review and sign-off prototype What we need from the stakeholders  Make yourselves available for consultation  Provide subject matter expertise  Focus on “what we need in the future” rather than “how we do it now”  Aim for a single global renewal reporting model 8