1. Services & Distribution
Vertical Overview

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

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

4. 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

5. 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

6. 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.

7. 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

8. 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

9. 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

10. 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