Sociology of Health & Illness Vol. 33 No. 5 2011 ISSN 0141–9889, pp. 710–725doi: 10.1111/j.1467-9566.2011.01320.x The pharmaceuticalisation of society? A framework foranalysis Simon J. Williams1, Paul Martin2 and Jonathan Gabe3 1Department of Sociology, University of Warwick2Institute for Science and Society, School of Sociology and Social Policy, University ofNottingham3Centre for Criminology and Sociology, Royal Holloway, University of London
Sagepay.co.zaPayments Cross-Sell Strategy Sage AAMEA The purpose of this paper is to document a South African group-wide strategy for the refinement of
payments cross-sell into the core application-base.
The singular objective of this strategy is to drive payments cross-sell aggressively, to increase
cross-sell revenue, and, to leverage the installed-base as primary revenue driver.
After extensive interactions, through several forums, over the past three years, including but not
1. Interviews with: a. Andrew Wilson, Chris Wade, Paul Harrison and other members of the Sage Group b. Simon Black and the Sage Pay (UK) team, and, c. Greg Hammermaster and the Sage Payments (USA) team, 2. Extensive debates with the Netcash team, 3. Branding and marketing discussions, 4. Experiences at Sage Pastel Payroll, including: a. A free trial period, b. Payments as a service, and, c. A modular approach, 5. Internal meetings, including: a. Sales interactions, b. Support deliberations, c. Executive discussions, and, d. Operational debates; ….we have come to the conclusion that in order to fast-track Payments cross-sell in South Africa, it
is critically important that we do the following as a matter of priority:
1. Ensure Executive Support for a single South African group-wide financial services strategy,
2. Rebrand the Netcash business to Sage Pay (RSA),
3. Focus on the immediate payments-integration of all product lines, including the legacy suite
a. Sage Pastel MyBusiness, Agreed & Confirmed Page 1 of 5
b. Sage Pastel Accounting, c. Sage Pastel Evolution, d. Sage Pastel Payroll, e. Sage VIP Liquid, f. Sage VIP Essentials, Classic and Premier, g. Sage VIP People, 4. Clarify the revenue-sharing and "for-bonus" revenue-recognition models, and,
5. Create a single owner of both the payments cross-sell strategy as well as the payments
cross-sell KPI's i.e. Sage Pay (RSA). The Sage Pay (RSA) team has consistently advocated such an approach.
Based on group-wide best practice-sharing, it has become clear that this is the only approach which
has yielded any significant results in the Sage Group worldwide, with both the US and UK operations
having tried as many, if not more permutations than have we in South Africa, with a single
conclusion: the steps outlined, above, are critical to the overall success of payments cross-sell into
the core installed-base.
In order to give effect to group best-practice and to expedite and drive payments cross-sell into the
core application user-base, the following strategy is recommended:
1. Change the name of Sage Netcash to Sage Pay (RSA),
2. Adopt a dual revenue-recognition approach for Sage Pay (RSA) and individual OpCo's in the
a. 100% of Financial Services revenue is recognised in Sage Pay (RSA), not the OpCo, b. OpCo's may not design, implement or sell individual derivatives of the financial connected services, nor, may they design and promote modules including components of financial connected services, c. Revenue is recognised both in the OpCo and in Sage Pay (RSA) for bonus and reward 3. Refine and build a Single Marketing Approach with both Group- and OpCo-lead elements
which are closely aligned, a. A single Sage Pay (RSA) product is designed and offered to the customers of ALL OpCo's which is consistent and priced in precisely the same way, b. Sage Pay (RSA) product design and deployment is not an OpCo strategy but a single, coherent, Sage Pay (RSA) group-driven offering, c. "Commercial Modules" for verifications and validations will no longer be supported by Sage Pay (RSA) and these modules will have to be discontinued with immediate effect by the OpCo's who have already introduced the concept, Agreed & Confirmed Page 2 of 5
d. The only exception to 3.c (above) is that OpCo's will be permitted to include unlimited free bundled validations and verifications on both Bank Accounts and Identity Numbers, as well as unlimited free bundled Driver's License verifications, when these services are included as part of the OpCo's Subscription Billing bundled offering; OpCo's will bear the direct cost associated with each related transaction at cost-price to Sage Pay (RSA), e. Sage Pay (RSA) will be responsible for all billing, sending a single customer statement for all financial connected services provided to a customer, irrespective of whether these services are provisioned through in-product integration, via the Sage Pay (RSA) web interface or in-product iFrame technology. f. Messaging to all clients of all OpCo's is aligned with the Sage Pay (RSA) messaging and is consistent across the RSA region i.e. there is a single group-sponsored marketing approach, g. OpCo's will however have some flexibility in terms of in-product service-delivery and marketing messaging which is appropriate for the OpCo in question, h. Selling Sage Pay (RSA) services is in no way contingent on in-product integration and can take place either with- or without tight in-product integration, this means that no sales initiatives will be placed on hold pending in-product integrations, i. In-product integrations and changes to in-product services will be co-ordinated well in advance with the relevant OpCo R&D Director / Manager and releases of Sage Pay (RSA) functionality will be carefully co-ordinated, planned and exposed to coincide with the normal release-plans of the various OpCo product lines, j. OpCo's will provide their customer databases to Sage Pay (RSA) for data mining and sales initiatives, k. Sage Pay (RSA) will not be permitted to conduct installed-base marketing initiatives of any nature including but not limited to: email, telephonically or online, without campaign review accompanied by the express approval of the Marketing Director / Manager of the targeted OpCo, l. Sage Pay (RSA) service keys uniquely identify a customer with a Sage Pay (RSA) service and the "owning" OpCo, m. The value proposition for a client is: i. A single Sage Pay (RSA) account, ii. Capable of using all the Sage Pay (RSA) services, not just those integrated into the various line-of-business applications, iii. Integration touch-points will vary by line-of-business and domain e.g. Accounting, Payroll or CRM, but will provide a key differentiator in terms of tight-integration services and streamlining of workflows. 4. Build a central Sales Team capacity, under the line responsibility of Sage Pay (RSA), to
augment and support OpCo sales initiatives, Agreed & Confirmed Page 3 of 5
a. Sage Pay (RSA) personnel will be directly responsible for selling the Sage Pay (RSA) Services to the clients of the OpCo, b. The OpCo will provide database information to facilitate this sales initiative, c. Sales personnel will be based, in the fullness of time, in the Sales Team of the d. These sales personnel will have line responsibility to: i. Sage Pay (RSA) for: 1. Hiring and appointment (correct skills and capabilities), 2. Skills and training, 3. Target allocation, 4. Development of personnel KPI's, 5. Performance management, ii. The OpCo for: 1. Hiring and appointment (suitable fit), 2. Day-to-day management, 4. Team integration, 5. Adjust and refine the in-application offering to align application-based services with this
strategy, through the: a. Integration of a maximum of two Sage Pay (RSA) iFrames for communication and
connection with Sage Pay (RSA) will be included in the application in an unobtrusive and customer-enabling manner so as not to impact performance or customer-experience of the core application, to be determined by OpCo product management, b. Until a successful iFrame proof-of-concept testing suite has been conducted and signed off by OpCo MD's and Product Managers, iFrames will not replace existing core product tight integration services including: payments, verifications, validations, credit checks and CIPRO checks. Should iFrames prove to be a practicable and workable solution for the client, this decision could be revisited. c. Promotion of the current suit of in-product enabled integrations including:
validations, verifications, credit checks, Cipro checks and payments; with a clear
focus on driving payments cross-sell as an immediate priority,
d. Integration of "Pay Now" functionality into all core applications in the region,
e. Any reasonable additional integration requirement, within the product roadmap of the OpCo, as agreed with OpCo Product Management. Agreed & Confirmed Page 4 of 5
f. In-application iFrame calls must provide parameters for vendor and product identification for revenue recognition purposes. Agreed and confirmed on Wednesday, 07 August 2013, by: Charles Pittaway, Grant Lloyd, Steven
Cohen, Anton van Heerden, Jeremy Waterman, Ivan Epstein, Hazel Otte and Fanie Jansen.
Document Statistics: 5 / 1350 / 85 / 152
Agreed & Confirmed Page 5 of 5
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