OnDemand as a solution for common customer challenges
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1 OnDemand as a solution for common customer challenges Webinar on May 17 th, UTC for Asia Pacific, Middle East & Europe UTC for the Americas, Middle East & Europe
2 Your presenters Waldir Pimentel - Service Centre Manager Patrick Mackinlay - Principal Consultant Marc Albani - Marketing Director Copyright TecSurge Pte Ltd 2
3 House keeping This webinar will be recorded. All lines are muted, in order to avoid background noise. We will make the recording available in our follow up. The webinar will take around 40 minutes before we start the Q&A session. To ask a question, please use the panel on your screen. Please respond to the quick polls during the webinar. Please give us your feedback on the exit survey. Copyright TecSurge Pte Ltd 3
4 Vision of TecSurge We will be the leader in Managed Services by delivering complex engineering software applications that are ready for use and enable our clients to maximize Return On Investment. In other words: TecSurge is passionate about making the use of complex engineering software easy. Mr. Anton Schreibmueller President & CEO of TecSurge Copyright TecSurge Pte Ltd 4
5 Portfolio update We launched our Service Operation Centre (SOC) in the Philippines last year. SOC provides 24-hour coverage to meet TecSurge worldwide customer demand. Intergraph Process, Power & Marine, now Hexagon PPM, and TecSurge continue an Alliance Agreement in the Asia-Pacific region Intergraph customers in the Asia-Pacific region are able to subscribe to Intergraph OnDemand. Copyright TecSurge Pte Ltd 5
6 Product Range Supported currently Driven by customer demand Intergraph Smart 3D Intergraph Smart Construction SmartPlant Foundation including: SmartPlant Fusion Intergraph Smart Data Validator SmartPlant Enterprise for EPC SmartPlant Enterprise for Owner Operators Intergraph Smart Materials PDS (Plant Design System) SmartPlant Electrical SmartPlant Instrumentation SmartPlant P&ID SmartPlant Reference Data SmartPlant Spoolgen E3D (Everything 3D) PDMS share your requirements with us. Copyright TecSurge Pte Ltd 6
7 Mission of TecSurge OnDemand TecSurge OnDemand is a cost-effective way to obtain expert operational help for your engineering, procurement and construction applications. Services available on demand include: Answering your user questions Troubleshooting user, data and application problems Coordinating with software vendor support on your behalf Performing system and application administration Managing, monitoring and optimising applications OnDemand enables your organisation to quickly take advantage of new technologies and platforms, or augment your existing capability to fill functional or resourcing gaps. OnDemand is a highly scalable, flexible and reliable solution to supporting and administering your engineering systems. Copyright TecSurge Pte Ltd 7
8 Responsibility Model Software vendor responsibility TecSurge responsibility Customer responsibility Users Super Users TecSurge OnDemand Software Maintenance Apply application software to achieve business goals Resolve common issues and questions Define business process and practice Coordinate issue escalation and resolution Deliver hands-on, operational user support Support customer-specific workflows, configurations, interfaces, integrations and customisation Perform application monitoring, management and administration services Provide software product support Deliver hotfixes, service packs, new versions Perform R&D and software testing An active software vendor maintenance contract is a prerequisite for TecSurge OnDemand, and the two services are complementary, not competitive. Copyright TecSurge Pte Ltd 8
9 Efficiency from leverage Our centralized delivery model increases overall resource utilisation. Balance A combination of resource skill levels enables a dynamic match of expertise to requirements. Focus Teamwork OnDemand is a team, not an individual, expanding the expertise available. Copyright TecSurge Pte Ltd 9
10 Solutions for customer challenges Copyright TecSurge Pte Ltd 10
11 COST REDUCTION Outsource and save. Save money by outsourcing non-core administrative and support activities. Problem: expert staff are expensive and often underutilised Solution: OnDemand price is linked to demand Benefit: reduce application operating and management costs
12 Outsource and save Context Application: Smart 3D User count: 150 Locations: Chennai Costs in US dollars Legacy approach 30 application 50% Typical rate: $20/hour (40 hour week) Monthly cost: $20 50% = $48,000 OnDemand approach Coordination (1 FTE): $4,000 OnDemand cost (150 users): $26,000 Monthly cost: $30,000 Saving Monthly saving: $18,000 (37.5%) Copyright TecSurge Pte Ltd 12
13 Quick Poll
14 REMOTE LOCATION Instant help. Receive timely technical support in all operating time zones. Problem: delays and frustration due to time zone delays Solution: OnDemand operates globally, 24 hours Benefit: improve productivity by eliminating delays
15 24 hour global operation TecSurge OnDemand Service Operation Centre Copyright TecSurge Pte Ltd 15
16 Quick Poll
17 NON-CORE TECHNOLOGY Just use it. Apply technology for which in-house expertise is not available. Problem: short time frame complicates hiring or training staff Solution: OnDemand delivers expertise without long-term commitments Benefit: execute projects using legacy or non-core technology
18 Execute without lock-in Context Project scope: brownfield P&ID modifications Project duration: 3 months Company standard: AutoCAD Client requirement: SmartPlant P&ID Legacy approach Convert existing P&IDs from SPP&ID to AutoCAD Execute project using AutoCAD Convert updated P&IDs from AutoCAD to SPP&ID OnDemand Reimbursable cost model No long-term commitments Accelerated schedule OnDemand approach Restore and reuse client SPP&ID configuration and data Execute project using SPP&ID Restore updated P&IDs intelligently in client environment Benefits Costs directly linked to project duration and usage (OpEx) No long-term commitment or unnecessary investment Avoids technical and schedule risks Legacy Technical risk Duplicated effort Non-recoverable expense Copyright TecSurge Pte Ltd 18
19 Quick Poll
20 NEW TECHNOLOGY Hit the ground running. Access experience to accelerate new solution adoption. Problem: experienced personnel are difficult to find Solution: OnDemand delivers immediate access to expertise Benefit: accelerate realisation of return on investment objectives
21 Hit the ground running Using OnDemand to support the implementation of a new system delivers additional, specific benefits in 3 lifecycle phases when compared with the traditional approach. Implementation Eliminate administrator training time & cost Handover Legacy approach OnDemand approach Compress golive schedule Operations Mitigate operational risk Copyright TecSurge Pte Ltd 21
22 Quick Poll
23 Solutions for customer challenges Copyright TecSurge Pte Ltd 23
24 Q&A
25 Thank You We are looking forward to making your experience with TecSurge OnDemand an easy one. Please complete the exit survey. For business inquiries, please contact Rengan Jayakrishnan, Global Sales Manager at and Andy Osborne, Strategic Accounts at Follow our company page on LinkedIn and look for the TecSurge Community networking group. For more information, please visit You will receive a follow up including the recording of this webinar. Copyright TecSurge Pte Ltd 25
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