Sybase: Transforms Its Operations and Achieves Outstanding Customer Satisfaction Levels with FlexNet Producer Suite

Customer Profile:

Based in Dublin, California, Sybase is an industry leader in delivering enterprise and mobile software to manage, analyze and mobilize information.

Challenge:

To operate more efficiently on a global basis, and meet customer requirements for ease and flexibility in accessing and using Sybase software.

Solution:

Sybase has been an early adopter of Flexera Software FlexNet Producer Suite; it started using FlexNet Delivery On-Demand in 2002 and FlexNet Operations On-Demand in 2005.

Benefits:

With FlexNet Producer Suite On-Demand, Sybase has been able to achieve operational efficiencies such as consolidating manufacturing in-house, and closing its European distribution center. In addition, customers give Sybase exemplary ratings based on their experience in accessing and using the company’s software.

Sybase Transforms Its Operations and Achieves Outstanding Customer Satisfaction Levels with FlexNet Producer Suite On-Demand.

Many software companies have experienced the profound cost savings that electronic distribution and licensing can deliver. Sybase, an industry leader in delivering enterprise and mobile software, is no exception. In 2002 the company partnered with Flexera Software to use FlexNet Delivery On-Demand to establish the Sybase Product Download Center, and in 2005 used Flexera Software FlexNet Operations On-Demand to implement a robust license management solution. Since then, Sybase’s per-unit distribution costs have dropped more than 80 percent.

“Flexera Software has helped us transition our focus from individual, repetitive customer fulfillment transaction processing to customer self-service enablement – a far more strategic and high-impact place to be. Since then, Sybase’s per-unit distribution costs have dropped more than 80 percent.”

Bob Mullen, Director of Operations, Sybase

Even more impressive than this figure is the fundamental operational transformation that Flexera Software FlexNet Producer Suite has enabled. With FlexNet Operations and FlexNet Delivery On-Demand, Sybase has been able to streamline its global operations while concurrently achieving outstanding levels of customer satisfaction.

“FlexNet Producer Suite helped us transition our focus from individual, repetitive customer fulfillment transaction processing to customer self-service enablement – a far more strategic and high-impact place to be,” says Bob Mullen, Director of Operations at Sybase. “With FlexNet Producer Suite we have re-architected our business for today’s On-Demand world. This has yielded major benefits in streamlining operations, and in solidifying high levels of customer satisfaction.”

Sybase gains a competitive advantage

Mullen, who has been with Sybase for more than fifteen years, has long been a strong proponent of electronic software distribution and licensing. In retrospect, he says, “not every software company needs to be an early adopter, because that often becomes an exercise in risk management. But those who take the risk, and make the right choices, can end up with a significant competitive advantage.”

In choosing Flexera Software FlexNet Producer Suite On--Demand, Sybase adopted a strategy that “changed the back office focus to creating a one-time definition of the rules that govern Operations’ transaction processing,” Mullen says. By automating key processes like software distribution and licensing, his team has concurrently achieved two benefits:

  1. Operations have been streamlined, and
  2. Customers have been empowered with exceptional software self-service capabilities.

Both of these benefits translate into competitive advantages for Sybase.

Streamlined operations allow a focus on core competencies

Sybase’s shift from physical media distribution and manual entitlement management allowed the company to reduce its reliance on third-party vendors and consolidate operations in-house.

Mullen explains that by offloading the vast majority of its software distribution and licensing to self-service downloads, “we’ve been able to bring manufacturing back in-house from a third-party provider.

“This resulted in significant savings,” he continues. “We were able to close our EMEA distribution center in Europe, which was also a third-party operation. So not only has Flexera Software’s FlexNet Producer Suite helped us reduce costs, but it has permitted Sybase to operate more efficiently on a corporate level.”

Customers rate Sybase highly

One of Sybase’s largest market segments is the financial services industry, which has been severely challenged by difficult market conditions. Still, demand for Sybase products remains strong, and customer satisfaction very high. Mullen cites findings from recent Sybase customer satisfaction surveys including:

  • 92.8% of surveyed customers were satisfied with the software download service Sybase provides; major accounts reported 96.4% satisfaction. 82% of the customers surveyed said the Sybase download services were better than those provided by competitors.
  • 85.5% of surveyed customers were satisfied with the licensing and entitlement services Sybase provides; major accounts gave an 85.7% satisfaction rating. Additionally, 71.8% of customers surveyed gave Sybase a superior rating on their experience in accessing and generating software licenses, compared to Sybase competitors”.

Sybase offers a number of innovative approaches to satisfy customers’ dynamic needs around software downloads and license management. For example, the company uses FlexNet Producer Suite’s overdraft capabilities to allow users to dynamically acquire additional entitlements on an as-needed basis. “If a customer is constrained in an emergency situation, we allow them to immediately access additional software licenses above and beyond what they’re entitled to,” Mullen says.

“When we set up overdraft capabilities with a customer, we create an arrangement that allows them to pay us later for that. This is just one example of the various licensing architectures that FlexNet Producer Suite supports, which allows us to offer creative solutions to customer needs.”

A strategic look ahead

As Sybase continues to develop advanced enterprise software solutions, including mobile applications, Flexera Software FlexNet Producer Suite will play an important role. Mullen summarizes, “Solutions like FlexNet Operations and FlexNet Delivery On-Demand have now matured beyond the early adopter stage. If software publishers are not in the game by now, they risk significant competitive disadvantages from a lack of agility and poor responsiveness to customer needs. At Sybase, we are reaping the rewards of being early adopters of FlexNet Producer Suite self-serve solutions for software distribution, licensing and entitlement management – today and into the future.”

About Flexera Software

Flexera Software is the leading provider of strategic solutions for Application Usage Management; solutions delivering continuous compliance, optimized usage and maximized value to application producers and their customers. Flexera Software is trusted by more than 80,000 customers that depend on our comprehensive solutions — from installation and licensing, entitlement and compliance management to application readiness and software license optimization — to strategically manage application usage and achieve breakthrough results realized only through the systems-level approach we provide. For more information, please go to: www.flexerasoftware.com.