SAN FRANCISCO – March 8, 2011 — ServiceSource®, a global leader in cloud-enabled service revenue performance solutions, today announced the Company's eCommerce Cloud application, a self-service web portal that allows technology buyers to conveniently modify and renew expiring maintenance, support and subscription contracts online.
The eCommerce Cloud is a SaaS application paired with an e-mail campaign module that notifies customers of upcoming recurring service contract expirations and renewals. The application automates and streamlines customer interactions providing end-users with a direct link to renew contracts and make secure online payments to guarantee continuous service and coverage for technology products. Novell, the leading provider of infrastructure software, has deployed the eCommerce Cloud in combination with other ServiceSource cloud-based applications and managed services to grow recurring revenue in EMEA. Novell has initially deployed the eCommerce Cloud targeting low dollar, high volume renewals across 5 countries with multi-language and multi-currency support. The ServiceSource eCommerce Cloud not only allows Novell to facilitate more predictable recurring revenue, but also allows the business to engage with targeted customer segments that might normally be difficult to reach. This proactive engagement is paramount in today's customer centric business environment – and with the eCommerce Cloud solution, Novell can cost effectively extend its sales coverage into a traditionally hard to reach segment of its renewal base and maximize every renewal opportunity.
"We partnered with ServiceSource because their eCommerce Cloud solution enables us to focus on maximum revenue potential whilst, at the same time, delivering the most efficient customer experience in the market. Their eCommerce Cloud application significantly increases the quality and efficiency of our customer touch points, making Novell easier to do business with. We expect this solution to help minimize customer churn and drive incremental revenue by increasing our sales coverage and productivity and effectively engage our business partners in the sales process," said Dan Veitkus, Vice President General Manager, Channels & Alliances, EMEA for Novell.
The eCommerce Cloud integrates seamlessly with ServiceSource's complete solution for service revenue performance, consisting of a suite of cloud applications, 'big data" business intelligence and managed services, and is built exclusively to increase recurring service revenue and overall service sales performance. It provides a common reporting platform and analytic dashboards for the customer's entire sales team, executive team, and channel partners.
"The eCommerce Cloud application is designed to help technology-based companies remedy the ongoing challenge of managing the long-tail of low dollar-value renewals, which when managed efficiently, can drive significant incremental revenue and value," said Mike Smerklo, chairman and CEO of ServiceSource. "Our eCommerce Cloud application is purpose-built and fully configurable to allow clients, such as Novell, to capture and grow recurring service revenue in their low average selling price renewals segment, while allowing their sales resources to focus on other strategic areas of the business."
ServiceSource focuses on driving increased service revenue, profitability and customer satisfaction for technology and technology-enabled healthcare and life sciences companies. ServiceSource manages the sales process for renewals of maintenance, support and subscription agreements on behalf of its customers. ServiceSource's integrated solution consists of a suite of cloud applications, dedicated service sales teams working under our customers' brands and a proprietary Service Revenue Intelligence Platform. By integrating software, managed services and data, ServiceSource addresses the critical steps of the renewals process including data management, quoting, selling and service revenue business intelligence. ServiceSource's business is built on its pay-for-performance model, whereby its revenues are based on the service renewals customers achieve with its solution.
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