Outsourcing Technology Vendor Evaluation Selection best practices

Vendor Evaluation and Selection from Ephor Group
Based on our expertise in the technology outsourcing arenas, Ephor Group, for a limited time, is offering
complimentary support for technology sourcing including evaluation and selection as well as
implementation advisory services.

Our expertise areas include outsourcing software, VAR solution providers, and technology enabled
business services (TEBS).

Questions Answered by Ephor Group:
I. Opportunity. Who are the key players, key providers? What are the trends and drivers, pricing
intelligence, “Unit of One Economics” and other key criteria buyers should know before buying?

II. Landscape. Who will be around in 3 years? Which providers have the best service? The best
operating model? Also includes: history and satisfaction.

III. SWOT. What are pros and cons of each?

Ephor Group | 1 (800) 379-9330 | www.ephorgroup.com | 24 E Greenway Plaza Suite 440 | Houston, TX 77046

Solving the Value Equation

Sourcing Advisory Sequence of Events:
Vendor Evaluation and Selection Best Practices

VEST Sequence of Events:
Step One:
Review Short-List of
Best Alternatives:
Typically a 15 to 30
minute Discussion.

Vendor Evaluation Selection Tools
provided include:
I. Short-list of providers
II. Excel templates
III. Research reports, use
case presentations, and
fact sheets.

Step Two:
Compare Pros, Cons,
ROI, and key criteria.

Step Three: *For solution providers and
Have Vendors provide software players, we will create
“Use-Case” demos and publishable industry reports as
complete scorecard requested.
ranking scoring system.

Ephor Group | 1 (800) 379-9330 | www.ephorgroup.com | 24 E. Greenway Plaza Suite 404 | Houston, TX 77046


Ephor Group Focus Areas
We research, advise and monitor these outsourcing technology and service sectors.
Sector: Financial Human Resources Information Technology Sales & Marketing
Platform Providers: ERP Payroll Cloud and/or Hosted CRM
Financial Management HRIS – HRMS ITSM Web

PRM (Partner)
App Providers: Expense Management Talent Acquisition Network Management SPM (Sales Performance
Spend Management Talent Management Security and Compensation)
Time and Attendance Workforce Optimization Backup and Bus. Continuity Marketing (Automation,
Billings Asset Management Lead Gen and Nurturing)
Reconciliation

VAR Leaders:
ERP Implementation HR Software Implementation Software Implementation Software Implementation
QuickBooks Support Fractional HR Services ITO Outsourced Services
Fractional IT Services Providers

The most common tools adopted in the marketplace by small businesses include:
Solution Most Common Tools Used by SMBs
Communication Tools Microsoft Outlook, Google Apps, SharePoint, Social Networking Sites, Intranet
Customer Relationship Management SalesForce.com, Microsoft CRM, Zoho, SugarCRM, NetSuite, SalesLogix
Marketing Automation Hubspot, Eloqua, InfusionSoft, Pardot, Marketo
Enterprise Resource Management Microsoft Dynamics, QuickBooks Enterprise
Financial Management QuickBooks, Microsoft Dynamics, Peachtree
Productivity Basecamp, Google Apps, Microsoft Suite
Security McAffee, Norton, Zenith, Microsoft
Storage Dell, HP, EMC
Workforce Management ADP, Ceridian, Paychex
Expense Management Concur, SpringAhead, Nettime, ExpenseCloud

Technology adoption findings among small and mid-market buyers:
 Nearly 80% of small to medium bossiness outsourcing at least one function. The “big bang” approach
has given way to a focused by function and/or deliverable scope as opposed to a “lift and shift.”
 Approximately 10% of the market evaluating outsourcing a new/additional function. While buyers
continue to be cautious, the percentage of companies using outsourcing is growing, and the functions
being outsourced are too.
 40% believe the value proposition of outsourcing is achievable or attained for their company.
 Overall, the market is characterized with national and regional software leaders and then highly
fragmented implementation service providers. While competition is prevalent, regional leaders
continue to strengthen their standing in their local markets through expansion and acquisitions.
BestInClass performers have Gross Margins > 70% but Net Income (EBITDA) is single digits or zero
(< 10% have multiyear contracts). < 10 % using offshore. The majority have started bundling of
products and services, services and management, technology and services

While still evolving, BPO and technology platforms have been consolidated to a few major players paving the way for
global, national and regional service providers to approach the mid-market. Adoption is increasing along with vertical
specialization (i.e. focusing on healthcare dental practices, or restaurants or professionals) with the primary reason for
buying being to bypass technology ERP upfront costs while gaining access to the capabilities and benefits of BPO.



Defining the Buyer for SaaS Technology Solutions & Implementation:

Today, the vast majority of business outsource some function(s) and administrative processes with the
scope of services depending upon the company’s maturity and complexity.
I. Accordingly, BPO (business process outsourcing) and SaaS (software-as-a-service) has grown
beyond providing tax services, bookkeeping, and receivables management to multi-process, multi-
functional providers delivered via a SaaS platform.
II. The demand drivers have shifted from license software to SaaS solutions, from cost savings to
capability enabling solutions, and from functional specific to business-centric solutions.
III. Adoption and utilization of software is improving based on the latest technologies ability to meet
today’s work requirements (one-click reporting and drill-down, mobile and tablet ready, etc.).

What will satisfy the needs of buyers is simplifying the technology and functional processes with a
business-centric mindset. Common reasons for adopting technology include:
 Automation of key processes:
o Financial: billing and collection across online payment processing tied to bank and financial
reporting integration which allows for better cash collection, cash management, and
visibility.
o Human Resources: Streamline employee performance management, job and career
development, talent acquisition, talent management, workforce optimization and workforce
planning.
o Information Technology: Asset management, security and productivity.
o Sales & Marketing: Improve revenue.

 Efficiency of transactional processing from an average of $15 per transaction to a few dollars.

 Governance including regulatory compliance and risk mitigation (Leap into 3rd generation
security, risk mitigation and governance practices!).

 Global features including embedded language, user preferences regulatory compliance and
reporting across global operations.

 Complex services such as revenue forecasting, revenue-recognition complexities, total
compensation reporting, global payroll capabilities, etc..

 Replaces “people dependent” model with a “process dependent” BPO model (P2P, O2C,
R2R1).

 Personnel cost savings:
o Rather than hire and build fiefdom’s, leverage outsourced partners people, technology
investments, and expertise. i.e. rather than staff a department, hire on-demand a well oiled
professional team with 15+ years average experience.

 Shifts the burden and costs of technology upgrades from the buyer to the BPO provider.

1
Functions: Record to Report (R2R), Order to Cash (O2C), Source to Pay (S2P), Procure to Pay (P2P).



 Replaces “fixed-cost” model with a flexible cost model.

 Reduction in DSO, asset recovery, spending, slippage, mistakes.

 Improvement in inventories and/or labor and job scheduling and costing.

Trends include:
 Buyers continue to be cautious and implementations are done via a phased approach by
module, process, or function one or two at a time.

 The hybrid pricing model continues to become the dominant pricing model (annual retainer plus
FTE-based pricing in combination with either transaction-based pricing models).

 Beyond efficiency of operations, cost savings, and business process improvements, buyers
requirements include strategic support in the areas of financial and operational analytics,
capital and financing, and overall support of the new role and agenda of today’s CFO including
sourcing procurement, ITO, HRO, Risk, and other key functions.

 Clients demanding more than labor cost arbitrage; SaaS platform plus analytics an upfront
requirement along with broad scope of expertise and then point specific processes and functions
delivered via a transaction based pricing model.

The State of Adoption and Utility:
The scope of outsourcing is growing and as technology evolves the cost to implement decreases. With the
demand for efficiencies risen executives can meet their efficiency of operations requirements with shared
service centers.



The Business Case for Buyers of BPO Solutions:

Over the past few years we have seen the BPO market expand as the ability to deploy BPO via SaaS
coupled with companies adoption of more agile/flexible cost structures. Primarily, executives are turning
to BPO solutions for:
1. Controls
2. Intelligence
3. Real-time KPIs, Knowledge, Analytics
4. Performance Capabilities
5. SaaS Platform

Today, by eliminating non-value added processes,
automating key processes, and gaining access to
resources as needed is key to profitability.

Every day more executives make the decision to
outsource business process and functions. In fact,
the average business outsources part or all of at
least two (2) business processes and/or functions. Furthermore, once executives make the decision to
outsource the number of processes/functions expands as evidenced by a recent survey: Over 75 percent
of the finance executives plan to expand their outsourcing programs in 2010 and over 85 percent of the
finance executives are satisfied with the benefits from BPO2.

Consistent with economic and competitive pressures, the market demand for BPO continues. Of course,
the ROI depends on the exact situation and requirements; however, for emerging enterprises, the
business case is compelling. Historically, companies had the option to buy an industry specific financial
management software, or they could invest
in ERP (enterprise resource planning)
software. The ERP included financial
management software that cost hundreds of
thousands (Sage, Microsoft) or millions
(Oracle, SAP) in up-front costs, before
counting the cost of implementation, setup,
maintenance, training costs and process
improvements.

Driving the adoption and use of BPO are the
benefits of a variable pricing model delivered
via a SaaS model, combined with technology
capabilities and business process excellence
deployed via F&A.
Companies can leverage a SaaS BPO
platform to outsource an entire function or
single process.
Clients financial benefits include reduced
operating costs via a pay-as-you-go pricing model, thereby cutting capital expenditures. More importantly
than the financial benefits, the capability benefits really drive the adoption of BPO. Technology
advancements available today are incredible, like automated processing of payables/receivables and other

2
WNS Annual CFO Survey 2010.



processing event transactions (no internal human resource costs), or streamlined administration so that
reports are generated automatically: the ability to provide operational and financial reporting dashboards
and reports in near real-time. Today's BPO platform provides an alternative to building internal back-
office fiefdoms before a company has the time and resources that are appropriate. In addition to gaining
enterprise controls and intelligence, cost savings for every business are a priority. And it's even more
import for service businesses that depend on their people to offload and automate transactional and
routine tasks so that ALL current employees can focus on revenue and client related tasks and processes.

Not only are companies challenged with becoming more efficient to maintain the status quo, competition
is eroding margins, globalization is causing changes in cost structures, and technology is either a
hindrance or a helper.

Did you know that the average cost of internally processing a document is $15 per invoice when done
manually?

3

The chart is clear to business owners, the time and resources spent on processing transactions must be
reduced! In the future, companies will spend less time processing and more time on the core business.
Almost all of the transactional processing can be done by technology that did not exist 10 years ago.

 Companies will spend less time processing and more time on the core business.
 Demand for real-time financial reports as well as non-financial reports and intelligence.
 World-class companies are able to close within one day.
 Controls and financial reporting reduce risk, cost overruns/rework/errors/theft and
variances.
 Rising Costs of Processing:
 Average cost of $15 per invoice done manually.
 Almost all of accounting can be done by technology that did not exist 10 years ago.
 Time spent processing transactions must be reduced!
 Rising Complexities:
 Contingent workers make up a third of the workforce.
 Profitability depends on the success of client, job or project specific teams.
 Variances and changes in cash, contracts, and margins must be managed in real-time!

3
Sources: http://www.BPOtoday.com/BPO-today-resource-guide, http://www.outsourcingsuppliers.com/e/everest.html, Everest
Group, Outsourcing Institute, http://www.globalservicesmedia.com/, Equaterra


Outsourcing Technology Vendor Evaluation Selection best practices

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