Evolv Technology & Support Delivers Platform Updates & Customer Support Insights

Transcription

1 Ahead of the Change, Ahead of the Curve Evolv Technology & Support Delivers Platform Updates & Customer Support Insights Craig Lovell VP of Product Development Sandrine Moreau VP of Customer Support

2 Agenda What You Get When You Choose Evolv Advantages of Hosted Software Architecture Overview Why Software Architecture Matters 2012 Infrastructure and Software Improvements Technology Roadmap Q&A 2

3 What You Get When You Choose Evolv A dedicated R&D team of 100+ including accountants, modelers, architects, software engineers, testers, project managers, and support staff Top-of-the-line computing, storage, and network infrastructure with redundancy, disaster recovery, and 24/7 monitoring A scalable, 21st century system architecture that is designed for flexibility and anticipates change 3

4 The Advantage of Hosted Software-as-a-Service Lower Total Cost of Ownership (TCO) Single roll-out of upgrades Best-of-class equipment and infrastructure without in-house customer hardware purchases Data center security is much better than on-premise deployments Backups and disaster recovery included 4

5 Understanding The Magic Inside Your Evolv 5

6 Architectural Innovations In Evolv Primatics Innovations Innovation Partners 2/10/2011 Purchase 3/15/2011 Rate Change 3/31/2011 Accrual 3/12/2011 Payment Event Sequencing, Rollback and Replay Origination P P P P Charge Off P P Impairment P Sale P P P P Multiple Basis Subledger Integration & Data Capture Process Management Enterprise Application Integration Informatica Alfresco jbpm Java Enterprise Edition JBoss Business Intelligence MicroStrategy Oracle Partitioning & Grid Computing Gigaspaces Rightscale Flux Monte-Carlo Simulation Framework Hybrid Grid Computing and Consolidated Warehouse Secure Hosting and Infrastructure Equinix 6

7 Why Software Architecture Matters Evolv Integrates both Accounting and Credit functions on the same platform This enables Evolv to combine these functions in novel ways that add value What you can do with an integrated software solution: Publish modeled cash flows straight to accounting View accounting results by credit and valuation attributes Forecast your balance sheet and income statements Shock your reserve Manage end-to-end close cycle 7

8 Why Software Architecture Matters Adapting to CECL Exposure Draft Changes Load input files No software change required Model cash flows No software change required Infer loan lifecycle events Update sub-ledger based on accounting workflow scenarios Map transactions to GL No software change required SOP 03-3 workflow scenarios unplugged New transaction types introduced Life of loan loss and FAS91 scenarios wired up New GL transaction mappings uploaded by end user Populate data warehouse with results Generate reports No software change required New reports developed against existing schema 8

9 Why Software Architecture Matters Adapting to CECL Exposure Draft Changes Load input files No software change required Model cash flows No software change required Infer loan lifecycle events Update sub-ledger based on accounting workflow scenarios Map transactions to GL No software change required SOP 03-3 workflow scenarios unplugged New transaction types introduced Life of loan loss and FAS91 scenarios wired up New GL transaction mappings uploaded by end user Populate data warehouse with results Generate reports No software change required New reports developed against existing schema 9

10 What s New in Evolv Infrastructure Significant new investment in storage and servers (EMC VMAX, Cisco UCS) Virtual Desktop Infrastructure (VDI) Invisible Shield prevents data from leaving hosted machines VMWare virtualization to provide full system High Availability (HA) West Coast data center presence for geographic resilience Software UI and reporting rollout to customers Cash flow modeling platform greatly expanded Direct data load triggered by input file transfer Alfresco document and data file management Runtime performance improvements on large portfolios Redundant network equipment 10

11 Technology Roadmap Federated identity management Master data management Prioritized model execution Single input file specification for all Evolv processing Self-service user account management 11

12 Q&A At this time we will be answering questions sent using the EvolvLIVE app installed on your conference ipad. 12

13 Customer Support Sandrine Moreau VP of Customer Support 13

14 Agenda How Customer Support Helps How We Operate How is Evolv Performing? Q&A 14

15 How Customer Support Helps 24/7 Access to Customer Portal Manage issues Knowledge base News and release notes Support Offerings to Suit Your Needs Standard: Standard 8-5 support by , phone or through the web and 4 customers to interact with Customer Support Gold: Standard 24/7 support during accounting period for high priority issues, Support Account Manager and 6 contacts to interact with Customer Support Platinum: Gold 24/7 support during accounting period irrespective of priority, monthly reports and 10 contacts to interact with Customer Support 15

16 How We Operate Issue Process Customer (Internal & external) Escalation Protocol Task Issue escalated Deadline 1 (one) hour after initial notification of Issue by Client Customer Support Tier 1 (Support Analysts) Specialist assigned and identified to client 2 (two) hours after initial notification of Issue by Client Customer Support Tier 2 (Support Specialists) Client Services - Implementation Team Client Services Business Analysis Support Team Product Management (Enhancement Requests) Development (Bugs) Tier 3 (Product Specialists) Specialist discusses action plan with Client Primatics Executive provides update on issue and commits to onsite support (if necessary) 3 (three) hours after initial notification of Issue by Client 12 (twelve) hours after initial notification of Issue by Client if no solution has been identified 16

17 Tracking Progress Quality Assurance Program Metrics Measurements Response Times Resolution Times Backlog System Uptime Customer Satisfaction Constant measurement through call tracking system on individual tickets Ad-Hoc customer Surveys throughout the year Corrective action plans 17

18 How is Evolv Performing? % System Uptime 99.90% 99.80% 99.70% 99.60% 99.50% 99.40% 99.30% Jan Feb March April Uptime SLA 18

19 Current Response and Resolution Times Urgent First Reply Time First Resolution Time Full Resolution Time hrs 0.00 hrs Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 High 1,000.0 hrs hrs 0.0 hrs Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Normal 1,000.0 hrs hrs 0.0 hrs Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Low 1,000.0 hrs hrs 0.0 hrs Jan 2013 Feb 2013 Mar 2013 Apr 2013 May

20 Evolv Support Feedback / Satisfaction 20

21 Evolv Usage is Increasing! 21

22 Q&A At this time we will be answering questions sent using the EvolvLIVE app installed on your conference ipad. 22

23 Contact Us Support 1 (888) Craig Lovell VP of Product Development Sandrine Moreau VP of Customer Support This document is protected under the copyright laws of the US and other countries as an unpublished work. This document contains information that is proprietary and confidential to Primatics Financial LLC, and by accepting receipt of this document the recipient agrees not to disclose, or to otherwise duplicate or use, this document or its contents in whole or in part for any purpose other than in connection with services or deliverables to be delivered by Primatics Financial LLC. Any use or disclosure in whole or in part of this information without the express written permission of Primatics Financial LLC is prohibited Primatics Financial LLC All rights reserved. 23