Team Pacsoft: Update on Andrew Darbyshire Correspondence

[Heather Chin]

Hi John,

We just wanted to keep you informed that since sending our business plan to Andrew Darbyshire and having a conference call to go over his concerns on Friday 11/23, we have been in communication with him via e-mail. Despite his concerns, it looks like he is already beginning to implement some of our recommendations in regards to product development and customer care and is warming up to the idea of having customers transition from Optemizer to iOpt.

Here are some excerpts from his e-mails:

11/27/12: I'm drilling down on the customer care issues in the study. Largely how we handle customer care and development are as suggested, however some releases in the past year or two have been huge and taken time due to some large projects we took on. The plan forward is faster smaller releases.

 

With regard to customer care in the USA, I have asked Georgia to have the receptionist call every closed call from the day before to make sure they are happy and that the answer was what they were looking for. As you put it Pacsoft  having "the last say".

 

11/28/12: I have today implemented the [development] recommendations, and the first group meeting is next Tuesday.

 

11/29/12: The idea of migrating USA sites over time is growing on me.

We'll also bring this material with us on Saturday.

Thanks!

- Heather

---------- Forwarded message ----------

From: Clarissa Avendano <clarissa...@gmail.com>

Date: November 29, 2012 8:30:18 AM PST

To: Andrew Darbyshire <a...@pacsoft.com>

Subject: Re: <no subject>

Fantastic! We really believe that your strength in the U.S. will be to go down this route. As we studied the different practices of different company operations in this industry, the most successful not only specialized and focused their market on a product but they also had cohesive strategies very much like what we suggest that are helping them grow tremendously. (Not to mention all the time savings your staff will have on the technical side of things!)

As you read the business plan note that we keep information to a certain "bigger picture" level but if you would like further information on a particular area, it would be covered in our research report. If there is anything specific that you'd like more information on aside from what we publish in the report this weekend I can certainly circle back with the group.

Thanks!
Clarissa
Sent from my iPhone

On Nov 29, 2012, at 12:10 AM, Andrew Darbyshire <a...@pacsoft.com> wrote:

Yep and the idea of migrating USA sites over time is growing on me. 


Kind Regards
Andrew

Sent from my iPhone

On 29/11/2012, at 6:57 PM, "Clarissa Avendano" <clarissa...@gmail.com> wrote:

Great to hear! Sounds like you've definitely got the ball rolling! 

Sent from my iPhone

On Nov 28, 2012, at 11:54 PM, Andrew Darbyshire <a...@pacsoft.com> wrote:

Thanks Clarissa,

I look forward to reading it. 
I have today implemented the dev recommendations, and the first group meeting is next Tuesday.

Kind Regards
Andrew

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From: Clarissa Avendano <clarissa...@gmail.com>
Date: Thursday, 29 November 2012 6:39 PM
To: Andrew Darybyshire <a...@pacsoft.com>
Subject: Re: <no subject>

No problem Andrew, definitely my pleasure. 

Just wanted to keep you updated - we regrouped after our call over the weekend and worked to clarify our findings to address some of your comments last week on the business plan. 

As we mentioned on the call, we concluded that none of your major competitors are providing a holistic solution that fully captures iOpt's functionality and opportunity for the end user and that customers are looking for easier ways to view their data in their operations. Combining technology, superior customer service, and customer interaction will be the exact formula needed for Pacsoft to succeed. None of your major competitors have been able to perfect this in the marketplace, which resonated throughout our market research. 

Additionally, our original plan definitely represented a more conservative approach when it came to several of the elements required to be successful, so we wanted to consider Optemizer users having the option to switch to iOpt without using a financial incentive based on our discussion. So you'll see the most significant changes are in the financials. There is an overall assumption made that 75% will want to switch/use iOpt by choice by 2017. Additionally, we made considerations to increase productivity of your salesforce over the next 5 years that is grounded in the strength of your CEO, Director of Sales and Marketing Manager, who are critical components to building the foundation and relationships necessary to move the company forward. We also collaborated with John Morris during this process before finalizing it. 

Grounding the company in the right talent, relationships, and networks, supported by a carefully built social media and thought leadership campaign, can yield great results.   

In setting the right foundation over the specified timeline in the business plan, Pacsoft can truly capitalize on truly being differentiated from the competitive landscape. 

Please feel free to contact us directly with questions on the attached. Our updates to primary research will be sent to you on Sunday (Australia time). 

Thanks!
Clarissa

On Tue, Nov 27, 2012 at 3:28 PM, Andrew Darbyshire <a...@pacsoft.com> wrote:

Thanks Clarissa.