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Clarissa Avendano

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Nov 29, 2012, 2:57:56 AM11/29/12
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Seriously? Can't we just tell Morris now to tell Foster that Andrew is already acting on our major recommendations???!

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Begin forwarded message:

From: Andrew Darbyshire <a...@pacsoft.com>
Date: November 28, 2012 11:54:43 PM PST
To: clarissa avendano <clarissa...@gmail.com>
Subject: Re: <no subject>

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

Andrew Darbyshire AM, FAICD

Mb  +6141 881 3282
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We Make Our Customers Money
By Improving Their Efficiency and Profit


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. 

Kind Regards
Andrew

Andrew Darbyshire AM, FAICD

We Make Our Customers Money
By Improving Their Efficiency and Profit

Caitlin's Retreat
Chairman & Founder




From: Clarissa Avendano <clarissa...@gmail.com>
Date: Tue, 27 Nov 2012 14:58:41 -0800

To: Andrew Darbyshire <a...@pacsoft.com>
Subject: Re: <no subject>

Hi Andrew -

This is great - your customers definitely appreciate these efforts, and it will help solidify the company's reputation for personalized customer care, especially in light of the tremendous opportunity that Pacsoft has currently, given the observations we have made in customers slowly growing dissatisfied of the service provided by your competitors. 

We are putting together our updated research based upon all the interviews that transpired since the October report. It will include our notes from DoItBest along with other customer and expert interviews that were conducted since that report was released. The report will be sent to you this weekend.

Let me know if you need anything else or have additional questions.

Thanks!
Clarissa

Sent from my iPhone

On Nov 27, 2012, at 2:34 PM, Andrew Darbyshire <a...@pacsoft.com> wrote:

Hi Clarissa,

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".

Do we get a copy of all the research at some stage? 

Kind Regards
Andrew

Andrew Darbyshire AM, FAICD

Mb +6141 881 3282
We Make Our Customers Money
By Improving Their Efficiency and Profit

Caitlin's Retreat
Chairman & Founder
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Clarissa Avendano

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Nov 29, 2012, 3:22:51 AM11/29/12
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Shoot me now everyone... Someone is doing a 180. He just needs to cc bofo on this....

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Begin forwarded message:

From: Andrew Darbyshire <a...@pacsoft.com>
Date: November 29, 2012 12:10:55 AM PST
To: Clarissa Avendano <clarissa...@gmail.com>
Subject: Re: <no subject>

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! 

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Ashwin Batra

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Nov 29, 2012, 9:56:02 AM11/29/12
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No but seriously, wouldn't it be good for us to forward some of these to Morris?

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Clarissa Avendano

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Nov 29, 2012, 10:00:00 AM11/29/12
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Heather and I were talking about this last night and yes we should definitely forward to Morris. 

Heather do you want me to do this or should you do it?

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Ashwin Batra

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Nov 29, 2012, 10:23:59 AM11/29/12
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I also like the use of bofo and think we should trademark it. 

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Heather Chin

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Nov 29, 2012, 10:39:50 AM11/29/12
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If you have to be focused on (actual) work today, then I can do it.

If not, I'll give you the green light! =)

Clarissa Avendano

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Nov 29, 2012, 11:21:58 AM11/29/12
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So yah, got into work and I actually do need to focus on getting stuff done today - I've got auditors, budget and financials to do - man, it all caught up to me!

So if you can Heather, that would be great!

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Andy Wadhwa

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Nov 29, 2012, 11:24:53 AM11/29/12
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I would suggest including printouts of these emails into the binder we are putting together for Foster as well.

Ashwin Batra

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Nov 29, 2012, 11:31:41 AM11/29/12
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I'm not sold that we need to/should do the binder. Seems like a lot of work when we don't even know what bofo wants. I would think that forwarding the note to Morris along with our dazzling presentation on Saturday should be sufficient and if he wants more then he will ask otherwise we're just guessing.

Heather Chin

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Nov 29, 2012, 11:32:32 AM11/29/12
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I'll send Morris info re: Darby implementing our recommendations already.

But...I'm starting to question if we actually need an extra binder of supporting documentation of all our past correspondence with Andrew. At this point, we need to take a cue from "work smarter, not harder." I think we should see how Foster reacts to us on Saturday, and then determine if we need to give him more back-up. With Saturday fast approaching - we need to start focusing on the presentation and Q&A.

On Thu, Nov 29, 2012 at 8:24 AM, Andy Wadhwa <andyw...@yahoo.com> wrote:

Clarissa Avendano

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Nov 29, 2012, 3:19:47 PM11/29/12
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FYI everyone - I think we can draft something up on our summary research report to address this.

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Begin forwarded message:

From: Andrew Darbyshire <a...@pacsoft.com>
Date: November 29, 2012 12:15:43 PM PST
To: Clarissa Avendano <clarissa...@gmail.com>
Subject: Re: <no subject>

One thing I would like is more clarity around pricing. Similar to our current software, training and support price list. 

Kind Regards
Andrew

Andrew Darbyshire AM, FAICD

Mb  +6141 881 3282
Aus +6138 831 9085
Fax +6138 831 9080
We Make Our Customers Money
By Improving Their Efficiency and Profit

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