CORE PROCESSES

Information Management System

IMEX HS | Core Processes
Strategic Management Process

PRODUCT ORDER GENERATION ORDER AFTER SALES

DEVELOPMENT & PROCESS FULFILLMENT PROCESS
MANAGEMENT PROCESS
PROCESS
Processes
CORE

‒ Product Management ‒ Pre-Sales ‒ Implementation ‒ Support

‒ R&D ‒ Sales ‒ Project Management ‒ Contract Management
‒ PMO ‒ Upselling
Support
Product Order
Hand-
Launch Intake
Over

Owner: Alexander Sanz Owner: Alejandro Varettoni Owner: Pedro Ortiz Owner: Pedro Ortiz

Finance
SUPPORT
Processes

Operations (Logistic)

Human Resources

QARA

Information Technology
 IMEX HS | Core Processes | Product Management
– Process Owner: Alexander Sanz Key Tasks

– Areas involved: R&D (main stakeholder), Sales (Roadmap

– Software Development
definition), Management (strategic vision and agreement), Projects
and Support (Feedback and Feature Requirements) – Product Roadmap
– Cost analysis
– Definition:
- Develop a product portfolio, according to the strategy – Partnerships analysis
- Work on the evolution of new products, features of current – Strategic Marketing analysis
products, upgrades & updates (hot fixes)
- Define Service plans for the product portfolio (both – Pilot Sites managements
implementation and support) – Field testing
- Establish the proper partnerships (3 rd party) with vendors
that strengthen the IMEX HS product strategy – Clinical Validation

– Product Documentation (input for QARA)

– Deliverables: Product Roadmap, Product Launches, Upgrades and
Updated releases – Implementation Services Plan

– Support Plan
– Input Key process: None
– User Manual
– Output Key process: Product Launch
– Pricing Definition

– KPIs: Velocity/Consistency, Product Satisfaction

 IMEX HS | Core Processes | Order Generation
– Process Owner: Alejandro Varettoni Key Tasks

– Areas involved: Sales (Main stakeholder), Management (strategic

– Market Analysis and Intelligence
vision, large quotes risk assessment), Projects and Support
(customer feedback, availability plan), Finance (credit analysis) – Promote new products and releases
– Opportunities management (from leads to orders)
– Definition:
Promote IMEX’s products and services, define sales strategy, create – Customer relationship management (Customer intimacy)
and strengthen the IMEX Partner network, manage the – Sale Product and Services (including PS and SMA quotes)
opportunities funnel, manage customers relationships, create,
present and negotiate quotes and, most important, get the orders – Follow the quote approval process
(PO, Contracts, etc.) that increase the contract book of the company. – Support other areas with customer related activities (collection,

– Deliverables: Customer Quotes, Sales Forecast, Order Intake project deployment, incidence escalations, etc.)
documentation – Comply with the Order Intake process (Documentation)

– Input Key process: Product Launch

– Output Key process: Order Intake

– KPIs: TCV, MRR, NMRR, Revenue

 IMEX HS | Core Processes | Order Fulfillment
– Process Owner: Pedro Ortiz Key Tasks

– Areas involved: Implementation Services (Main stakeholder),

– Participate the in the hand-over meeting with Sales
Finance (Revenue recognition), Management (strategic vision,
implementation methodology), Sales (customer relationship and – Create the project implementation plan
support), Logistics (Purchases & Delivery of required components) – Assign and coordinate the resources needed to deploy the projects

– Definition: – Control the projects costs in order achieve the planned profitability
Deploy sold project on-budget, on-time and on-scope manner. – Keep the change requests under control

– Deliverables: Project Implementation Plan, ATPs (Acceptance Test – Provide to Sales with the project projections: Timing, Revenue, etc.
Protocol), Project Profitability Report, Change Requests Form – Manage the RevRec & Billing milestones of the projects

– Input Key process: Order Intake – Manage the different ATPs with customers in order to achieve and

document the delivery milestones.

– Output Key process: Support Hand-Over
– Close the project in a timely manner
– KPIs: Change Request Index, Project Profitability, Delivery Time
– Comply with the Support Hand-Over process (documentation)
IMEX HS | Core Processes | After Sales
– Process Owner: Pedro Ortiz Key Tasks

– Areas involved: Support Services (Main stakeholder), Finance

– Manage support tickets
(Revenue recognition and Billing), Management (strategic vision,
scalation process), Sales (KAM, Customer Success Manager, etc.), – Manage the contract SLA with customers
Logistics (Purchases & Delivery of required components) – Manage the customer satisfaction

– Definition: – Manage the SaaS/PaaS contracts both from technical and financial
- Comply with the committed SLA with customers
- Manage the customer satisfaction
perspective
- Manage the SaaS/PaaS contracts both from technical and – Manage the SaaS/PaaS/SMA profitability
financial perspective – Provide R&D with feature requests and feedback about product bugs
- Manage the SaaS/PaaS/SMA profitability
- Provide R&D with feature requests and feedback about product and errors.
bugs and errors. – Manage Upselling, Indexation, Renewal, etc. the recurring revenue

– Deliverables: Project Implementation Plan, ATPs (Acceptance Test contracts (teamwork with sales).
Protocol), Project Profitability Report, Change Requests Form

– Input Key process: Order Intake – Sell: New Contracts, Contract Renewal, Upsells, etc.

– Output Key process: Support Hand-Over

– KPIs: SLA, # of tickets, Profitability, Churn, NMRR (SMA)

IMEX HS | Bridge Processes | Product Launch
– Process Owner: Alexander Sanz Destination Areas
Sales
- Product Presentation (Features)
– Areas involved: R&D Product Launch - Bill of Materials (List of components)
- Suggested Pricing
- Use Cases
– Definition: - End-User Documentation (Manual)
- Release for Sales & Delivery new products, versions, 3rd party - SOW, Standard Quote, etc.
products, services, etc.

– To be approved by (depending on the cases): Implementation Services

- Sales & Pre-Sales - Project Plan
- Implementation Services - Implementation Manuals
- Support Services - Training
- Legal - Software Installers (FTP)
- QARA
- Operations
Support Services
- Support Manuals (Troubleshooting)
– Documentation: - Training
- Product Launch Format - Knowledge Database
- Other Depending on the Destination Area

Logistic
- Feature Request (from customers) -
-
Bill of Materials (List of components)
New Products/Use Cases (from sales)
- Bugs (From Services)
Feedback - 3rd party vendors involved
- Training/Documentation Requirements
IMEX HS | Bridge Processes | Order Intake
– Process Owner: Laura Velandia (Sales Controller) Destination Areas
Implementation Services
- Commercial Proposal by cust. (billing plan)
– Areas involved: Sales Order Intake - SOW Signed by customer
- SLA Signed by customer
- Approved Quote (Internal)
– Definition: - PO and/or Contract Signed (Optional)
- Communicate to the company a new project / upsell /
equipment sold by the Sales Team

– To be approved by (depending on the cases): Support Services

- Implementation Services (SOW, Pricing, Timing, etc.) - Commercial Proposal by customer
- Support Services (SMA, SLA offered, etc.) - SOW Signed by customer
- Legal (Contract according the standard) - SLA Signed by customer
- Finance (Credit Approved) - PO and/or Contract Signed (Optional)

– Documentation:
- Approved Quote (Internal)
Finance
- Commercial Proposal by customer
- PO and/or Contract Signed (Optional) - Billing Plan
- SOW Signed by customer - Credit Limit approved by Finance (Internal)
- SLA Signed by customer
- Commercial Proposal by customer (with billing plan)
- Credit Limit approved by Finance (Internal) Legal
- PO and/or Contract Signed
- External Change Requests Feedback
IMEX HS | Bridge Processes | Support Hand-Over
– Process Owner: Juliana Giraldo (PMO) Destination Areas
Support Services
Support - SOW with comments
– Areas involved: Implementation Services
Hand-Over - SLA Signed by customer
- Change Requests
- ATPs (with comments)
– Definition:
- Communicate to the company closing of a new implemented
project

– To be approved by (depending on the cases): Finance

- Support Services (SOW, Change Requests, ATPs) - Change Requests
- Finance (Milestones payed by customer) - ATPs (with comments)
- Sales (Customer Feedback)

– Documentation:
- SOW Signed by customer
- SLA Signed by customer
Sales
- SOW with comments
- Change Requests - Change Requests
- ATPs (with comments) - ATPs (with comments)

- Upsells Opportunities (to Sales)

- Pending topics to deliver
- Implementation Issues
Feedback
- Payment Issues
IMEX HS | Processes Owners
Type of Person Name of Process KPIs Metrics
Process Accountable

Mgmnt Germán Arango Strategic Management

Alex Sanz Product Development and

Management
Alejandro Varettoni Order Generation
Core
Pedro Ortiz Order Fulfillment

Pedro Ortiz After Sales

Reena Minhas / Finance

Andrés Pabón
Eli Mendez Logistics

Support Eli Mendez Human Resources

Jessica Junca QARA

Pedro Ortiz/Eli Information Technology

Mendez
IMEX HS | Roles & Responsibilities
Function Person Accountable Leading Indicators Results / Outcomes
(Key Performance Indicators) (P/L or B/S Items)

Head of the Company Germán Arango

Product Management Alex Sanz

R&D / Innovation Alex Sanz

Sales Alejandro Varettoni

Marketing Claudia Torres

Implementation Services Pedro Ortiz

Support Services Pedro Ortiz

Finance (Controlling) Reena Minhas

Finance (Accountant) Andrés Pabón

Human Resources Eli Mendez

QARA Jessica Junka

Logistics Eli Mendez

Legal Mauricio Gomez

Information Technology Pedro Ortiz/Eli

Mendez
Muchas
Gracias!