Advent Software Inc SCP Certification Program Services Strategies

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

Agenda » Objective: Summarize how Advent adopted the SCP Certification program and the outcome of the program » Agenda: g About Advent g About Client Support g Why the SCP Certification Program g SCP Certification Plan g Support Before & After g Benefits of Program g Recognition 9/26/2020 © Advent Software, Inc. 2005 All rights reserved. 2

About 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 Di. Marco, 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 9/26/2020 © Advent Software, Inc. 2005 All rights reserved. 3

About Client Support Advent has 5 Client Support organizations 9/26/2020 1. Investment Management Group Client Support 2. Global Asset Management Client Support 3. Advent Back Office Systems 4. Foreign Subsidiaries 5. Domestic Subsidiaries © Advent Software, Inc. 2005 All rights reserved. 4

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 g. Approx 95% of client interactions occur via telephone g. 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 g. Provide the majority of trainers for external training & conferences g. Provide ad hoc staff for consulting services g. Provide some QA & LP review for Product Development g. Maintain the only new hire training program » Approximately 20%. . . g. Of Support staff’s time is spent on ongoing education g. Support managers time is spent interviewing Support candidates g. Of Advent employees started their careers in Support 9/26/2020 © Advent Software, Inc. 2005 All rights reserved. 5

Why the SCP Certification Program » IMG Client Support is driven to improve g To prime the organization for SCP certification g To have formalized, consistent business structure g To position ourselves for growth g To prepare the organization for outsourcing and/or off shoring g To measure our support operations against industry best g To define a continuous improvement program g To be the first to certify within our core competitors Service Strategies’ Support Center Practices (SCP) Certification 9/26/2020 © Advent Software, Inc. 2005 All rights reserved. 6

SCP Certification Plan Results Goal » Obtain SCP Certification by passing the » Achieved goal on Sept 28, 2005 when Support Resources » Utilize Support Managers and » Utilized over 20% of Support’s individual contributors audit with an average score of 3 – using a scale of 0 -5 – by the end of the third quarter in 2005 approximately 10% of the Support’s individual contributors received a passing score at end of 2 -day SCP audit » 36% of core project resources transitioned off project » A dedicated Project Manager » Dedicated Project Manager was critical in the success » Project team expected to contribute 25% » Contract & temp dedicated resources of work time towards program » 90+ Advent employees touched SCP Certification project g 78% within Support g 22% beyond support g 31% were unaccounted for in Project Plan » Project Team contributed 10 -15% of their work time towards the program Tools » Create an SCP repository » SCP Portal – Oracle Tutor Author & Publisher » MS Office – i. e. Project, Excel, » MS Office Tools Power. Point, etc. » Milestone Meetings & Internal audits » Milestone Meetings & Internal Audits » Consultative visit with Auditor & contact from a certified organization » 5 -hour working sessions for Project Team 9/26/2020 © Advent Software, Inc. 2005 All rights reserved. 7

Support – Before & After 9/26/2020 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 © Advent Software, Inc. 2005 All rights reserved. 8

6 Lessons Learned 9/26/2020 1. Have dedicated project manager & resources 2. 25% work time from Project Team = 10 -15% 3. 90+ employees touched project – get Support staff involved 4. Have a contact from a certified organization 5. Significant time spent to proof/edit documentation 6. Have a consultative visit with Auditor before Audit © Advent Software, Inc. 2005 All rights reserved. 9

Benefits of Program IMG g g Support Leverage Support during sales & renewals process Promote being leader in industry – with 1 st certified support center within core competitors Promote processes that out perform industry standards Easily implement new technologies/processes into Support based on baseline processes g g g g 9/26/2020 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 © Advent Software, Inc. 2005 All rights reserved. Client g g g 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 10

Recognition Internal » 9/26/2020 Many congrats: g CFO, “This is great news. Congrats to the Support team. ” g VP IMG Sales, “Fact-based selling. Nice work. ” g VP IMG Product Management, “Advent has a reputation for excellent service industry-wide - It's great to be officially recognized for it. CONGRATULATIONS!” g 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. ” g 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 email signatures External » Advent’s client-only website, Advent Connection » e. News letter » Advent User Conference » Welcome Email Letters » Corporate website » Advent Press Release » Product Collateral » Service Strategies website © Advent Software, Inc. 2005 All rights reserved. 11