1. SCP Certification Program Services Strategies San Francisco Showcase
Erica Smigielski
Project Manager, Client Support
November 9, 2005
Advent Software, Inc.

2. © Advent Software, Inc. 2005 All rights reserved.
Agenda
Objective:
Summarize how Advent adopted the SCP Certification program and the outcome of the program
Agenda:
About Advent
About Client Support
Why the SCP Certification Program
SCP Certification Plan
Support Before & After
Benefits of Program
Recognition
4/27/2019
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3. © Advent Software, Inc. 2005 All rights reserved.
About Advent
Advent Software
Multi-national company
Provide quality software, data and services to financial professionals
Improve service and communication to their clients
Allowing them to grow their business while controlling costs
History
Established in 1983
Stephanie DiMarco, founder and CEO
Built out of a need to automate the manual portfolio accounting function
Customers
In over 50 countries
Manage investments totaling more than US $8 trillion
4000+ customers
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4. © Advent Software, Inc. 2005 All rights reserved.
About Client Support
Advent has 5 Client Support organizations
Investment Management Group Client Support
Global Asset Management Client Support
Advent Back Office Systems
Foreign Subsidiaries
Domestic Subsidiaries
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5. IMG Client Support Overview
Mission
Provide our clients an unparalleled level of service that ensures the successful use of Advent products
Structure
~85 Support staff
3-tiered support model
Deliver real-time support
Approx 95% of client interactions occur via telephone
Approx 3-5% of client interactions initiated via the client-only website
Support inquiries are routed to teams that support “families” of products
Facts
In ’05, Support will answer approx 150,000 client inquiries
Support is the largest source of revenue to Advent – via Maintenance Plans
We support more than just clients
Provide the majority of trainers for external training & conferences
Provide ad hoc staff for consulting services
Provide some QA & LP review for Product Development
Maintain the only new hire training program
Approximately 20%...
Of Support staff’s time is spent on ongoing education
Support managers time is spent interviewing Support candidates
Of Advent employees started their careers in Support
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6. Why the SCP Certification Program
IMG Client Support is driven to improve
To prime the organization for SCP certification
To have formalized, consistent business structure
To position ourselves for growth
To prepare the organization for outsourcing and/or off shoring
To measure our support operations against industry best
To define a continuous improvement program
To be the first to certify within our core competitors
Service Strategies’ Support Center Practices (SCP) Certification
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7. SCP Certification Plan
Results
Goal
Obtain SCP Certification by passing the audit with an average score of 3 – using a scale of 0-5 – by the end of the third quarter in 2005
Achieved goal on Sept 28, 2005 when Support received a passing score at end of 2-day SCP audit
Resources
Utilize Support Managers and approximately 10% of the Support’s individual contributors
A dedicated Project Manager
Project team expected to contribute 25% of work time towards program
Utilized over 20% of Support’s individual contributors
36% of core project resources transitioned off project
Dedicated Project Manager was critical in the success
Contract & temp dedicated resources
90+ Advent employees touched SCP Certification project
78% within Support
22% beyond support
31% were unaccounted for in Project Plan
Project Team contributed 10-15% of their work time towards the program
Tools
Create an SCP repository
MS Office – i.e. Project, Excel, PowerPoint, etc.
Milestone Meetings & Internal audits
SCP Portal – Oracle Tutor Author & Publisher
MS Office Tools
Milestone Meetings & Internal Audits
Consultative visit with Auditor & contact from a certified organization
5-hour working sessions for Project Team
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8. Support – Before & After
Inconsistent baselines to measure organization’s performance
Concise business metrics, baselines & results to measure Support’s performance & eventually cost savings
Organization was in a state of flux
Utilize new structure & continue the drive to improve providing stability & consistency
Organization was not working to its full potential
A new level of competency – embrace improvements & grow awareness of the Support business
Had a relaxed, cooperative, learning enabled & team focused environment
Have a relaxed, cooperative, learning enabled & team focused environment
Relies on processes built 3-4 years ago
The majority of the processes were polished or re-launched & others were implemented
Barriers between organizations within Advent
Growing awareness & extended relationships across Advent organizations
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9. © Advent Software, Inc. 2005 All rights reserved.
6 Lessons Learned
Have dedicated project manager & resources
25% work time from Project Team = 10-15%
90+ employees touched project – get Support staff involved
Have a contact from a certified organization
Significant time spent to proof/edit documentation
Have a consultative visit with Auditor before Audit
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10. © Advent Software, Inc. 2005 All rights reserved.
Benefits of Program
IMG
Support
Client
Leverage Support during sales & renewals process
Promote being leader in industry – with 1st certified support center within core competitors
Promote processes that out perform industry standards
Easily implement new technologies/processes into Support based on baseline processes
Documented practices
Expands business knowledge across organization
Consistency with managing the business & performance
Identifies root cause issues
Focus on strategic areas of the business
Comprehensive reporting with goals & measurable result
“Raising the bar” by evaluating ourselves against the industry
Adherence to Maintenance Plan deliverables
Better expectation setting by Support
Higher severity issues resolved faster
Additional ways to give feedback on the organization
More self-help tools & resources
Confidence that Advent’s Support meets/exceeds highest industry standards
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11. © Advent Software, Inc. 2005 All rights reserved.
Recognition
Internal
External
Many congrats:
CFO, “This is great news. Congrats to the Support team.”
VP IMG Sales, “Fact-based selling.  Nice work.”
VP IMG Product Management, “Advent has a reputation for excellent service industry-wide - It's great to be officially recognized for it. CONGRATULATIONS!”
VP Marketing, “Congratulations!  It's great news, and I hope we'll be able to get some great buzz with the news through our various communication channels.”
Chief Legal Council, “This is fantastic.  Congratulations.  We’ll point that out when the opportunity arises during contract negotiations.”
Internal Support launch throughout IMG organizations
SCP logo in signatures
Advent’s client-only website, Advent Connection
eNews letter
Advent User Conference
Welcome Letters
Corporate website
Advent Press Release
Product Collateral
Service Strategies website
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© Advent Software, Inc All rights reserved.