Support.com 2014 Annual Report Download - page 5

Download and view the complete annual report

Please find page 5 of the 2014 Support.com annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 80

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80

Table of Contents
Our Growth Strategy
Our objective is to become the leading provider of cloud-based software and services for technology support. We seek to be both the premier provider of turnkey support programs and a leading best-of- breed
software supplier for technology support organizations. From a financial perspective, our goals are to grow and diversify revenue and maintain and enhance profitability. Our strategies for achieving our goals include
increasing SaaS revenue from Nexus, expanding existing technology support services programs, launching new services programs, and improving service delivery efficiency.
• To increase SaaS revenue from Nexus, we expect to invest in product, R&D, sales and marketing. Our product investment will include deepening the support interaction optimization features, building out
an open platform, incorporating support for the Internet of Things, and expanding our data analytics capabilities.
• To expand existing service programs, we plan to increase our focus on programs with potential for growth.
• To launch new service programs, we intend to pursue opportunities with leading communications, retail, technology, and other partners in the mobile, Internet of Things (“IOT”) and connected home markets.
• To improve service delivery efficiency, we intend to optimize operating processes, enhance our internal service delivery management tools, and evolve our labor model.
We intend to execute our growth strategy organically and through acquisitions of complementary businesses, where appropriate.
Our Technology Support Service Programs
Support.com® technology support services are distributed through partners, using the partner’s brand or in referral programs using the Support.com® brand. Partners include retailers, original equipment
manufacturers (”OEMs”), software providers, broadband providers, Internet services providers and warranty providers. The services programs include one-time services (“incidents”), subscriptions, and bundled
components of broader offerings. Our programs are based on the following core services:
Connected Home and IOT Services. For connected home technology and automation systems, we offer a complete range of services to help customers set up, configure and use new systems, including
helping consumers personalize system settings to meet specific lifestyle needs.
Technical Support Services. We offer a variety of troubleshooting, installation, set-up and enablement services for computers, peripherals and mobile devices. We identify, diagnose and repair technical
problems, including issues associated with viruses, spyware, and other forms of malware, connectivity issues, and issues with software applications. We create new user accounts, configure automatic system
updates, remove unnecessary trial software, connect devices to the cloud, find and install applications, and synchronize data among devices. These services cover a wide variety of devices, regardless of
manufacturer. Support is provided for devices including PC, laptops, tablets, mobile devices and other connected devices. Our smartphone and tablet services include configuring mobile devices for wireless network
(WiFi) access, setting up email, and educating customers on how to browse the Internet and install apps.
Network Services. Our Network services set up, secure and repair problems with wireless networks. We configure, connect and establish secure connections among computers, the wireless network and
supported devices.
We deliver our services using specialists who work from their homes rather than in brick and mortar facilities. These technology specialists are recruited, tested, hired and trained on a virtual basis using
proprietary methods and remote technology. We also utilize contract labor in our service programs. We strive to continually enhance service delivery through evolution of our labor model, process improvement using
Six Sigma methodologies and enhancement of our internal service delivery management tools.
Nexus®
Cloud-based Nexus software is the Company’s flagship offering in the Support Interaction Optimization (SIO) space, which has been identified by Frost & Sullivan as a $1.3 billion, rapidly growing market. Nexus
provides significant levels of automation and analytics that enable companies to deliver superior technology issue resolution while improving both the customer experience and operational performance. Based on
insights from supporting more than twenty million connected technology transactions, the patented Nexus architecture is designed to enable resolving problems in a consistent manner by using proprietary, automated
workflow while capturing rich data for service delivery optimization. Flexible architecture means that companies can take advantage of additional functionality as their business requirements change, and can add
richer analytics, marketing and subscription management, and third-party applications to resolve issues. Key features include:
4
EDGAR Stream is a copyright of Issuer Direct Corporation, all rights reserved.