customer touch fy11 operating plan 041910

Dealer Services

FY11 Operating Plan Customer Touch

Confidential – For Internal Use Only

Dealer Services GroupFY ‘11 Operating Plan

2

Customer Touch – Executive Summary

Business Issues ANS Rate/Backlog Viability

ANS Rate has improved and is forecasted to continue to do so making the backlog more viable

Enterprise Sales Increased interest for full fulfillment solution (Lithia, Larry Miller,

Russ Darrow) Losses

DMS unhooks increase loss rates for Customer Touch layered apps

Aspen GM contract is negatively effecting losses Sales Risk

Increased discounting due to competitive price points Previous ANS Activity has discouraged Baseline Sales Team

Product Functionality DMS Agnostic Solution

Programs to Resolve Business Issues

Losses Continued improvement of business loss processes Increased CRC retention efforts Maximize customer’s ROI

Sales Risk Re-engage baseline sales team and RSM’s

Product Repackaging Packaging products to appeal to lower level dealer who

currently don’t qualify for tier requirements Translates in less sales discounting

DMS Agnostic Solution Develop/Acquire

Larger Sales Channel and Sales Volume

FY11 Target

FY11 Plan

FY10 Forecast

FY09 Actual

FY11 vs.FY10 FY10 vs. FY09

Total Revenue 8,185$ 8,232$ 7,470$ 5,967$ 10.2% 25.2%Processing Revenue 8,048 7,245 5,701 11.1% 27.1%One time Revenue 184 225 266 -18.4% -15.3%

Processing Margin 3,416 2,986 1,991 14.4% 50.0%Processing Margin % 42.4% 41.2% 34.9% 123 pts 629 pts

NOI 616$ 614$ 385$ (187)$ 59.8% 305.6%

NOI % 7.5% 7.5% 5.1% -3.1% 232 pts 828 pts

Total Headcount 45 42 40 7.1% 5.0%Avg Rev/Avg HC 183$ 178$ 149$ 2.9% 19.2%Avg Labor/Avg HC 94$ 96$ 105$ -2.3% -7.9%Sales QC (net) (000's) 3,761$ 2,344$ 3,427$ 60.5% -31.6%Sales units (net) 688 542 856 26.8% -36.6%Install Units 714 673 864 6.2% -22.1%Install Recurring (000's) 290$ 310$ 379$ -6.5% -18.1%Loss % 32.9% 37.2% 50.0% -435 pts -1279 ptsBacklog 202 228 359 -11.6% -36.4%

Financial ResultsGrowth


3

Risks and Opportunities

Degree

Rev NOI Rev NOISales Risk M edium (390) (199) - - Backlog Viability M edium 98 50 Losses M edium (200) (102) Enterprise Sales M edium 225 115 Credits M edium (100) (100)

Net Position (367.5) (236.9)

Sales Risk if sales decline in FY11 as compared to FY10

Backlo g Viab ility Planning 30% ANS Rate, Opportunity is 25%

Risk Opportunity


4

Dealer Services 4

FY10 to FY11 Roll Forward

FY10 Forecast Revenue NOI

7,470$ 385$

Price Increase on existiing base 1.4% 108 108

Installs (annualized) (avg. $24K p/m in new monthlies) 1,872 1,872

Losses (annualized) avg. loss % = 32.9%, FY10 Avg loss % =37.9% (1,429) (1,429)

Conversion Loss = 3% (146) (146)

Install Fees 30 30

Credits FY11 Avg. Credit % = 3.6%, FY 10 Avg. Credit % = 4.9% 75 75

Bow Wave/Waterfall effect from prior periods 250 250

3rd Party Vendor Cost year over year (302)

Labor Related

Fringe Rate Impact (43)

Bonus 5

HC Additions (Full Year Impact of FY 10 Additions + FY11 Adds) (266)

Depreciation/Misc Expense 77

FY11 Operating Plan 8,232$ 614$


5

Financial Change vs. Strat

Strat Plan Variances Revenue

Step-0ff - $350K (U) Installs - $20K (F) Losses - $60K (F) Credits - $20K (F)

Direct Expense 3rd Party Vendor Expense $130K (U)

Standard Register $100K (U) direct mail cost adjusted to match last 90 day transactional run-rate

Hiring Delay $50K (F) Indirect Expense

T&E adjusted to FY10 run rate $25K (F) Depreciation $10K (F)

SWIT Expense Hiring Delay $75K (F)

Selling Expense Hiring Delay $55K (F)

R&D Expense Labor $5K (F) Consulting Expense $5K (F)

Rev NOI

FY11 Strategic Plan 8,497$ 705$

Revenue (264) (264)Direct Expense (72)Indirect Expense 35SWIT Expense 76Selling Expense 125 R&D Expense 9

FY11 Operating Plan 8,232$ 614$

Full Year (000's)


6

Loss Rate Metrics

FY09 Actual FY10 Fcst FY11 PlanFY10 vs.

FY09FY09 vs.

FY08 Commentary: Reason for Change

Bankruptcy / OOB Site Counts 27 12 24 100% -56%

Loss Rate PercentBankruptcy 2.5% 0.8% 1.6% 100% -68%Dropped Apps 0.0% 0.0% 0.0% 0% 0%*Competitive 47.5% 35.8% 31.3% -13% -25%

Total True Loss Rate 50.0% 36.6% 32.9% -10% -27%

Conversion 1.8% 2.2% 3.4% 55% 22%Total Overall Loss Rate 51.8% 38.8% 36.3% -6% -25%

Loss Rate Amount (000's)Bankruptcy 12.4 5.1 10.4 106% -59%Dropped Apps - - - 0% 0%*Competitive 229.8 216.8 203.6 -6% -6%

Total True Losses 242.2 221.8 214.0 -4% -8%

Conversion 19.0 11.5 22.6 97% -39%Total Losses 261.2 233.3 236.6 1% -11%

*Discontinued and Back to Manual under Competitiv e

Growth %


7

Financial Summary

Var FY09 Growth Var FY09 Growth Var FY09 Growth FY11 GrowthActual Plan F/(U) Actual % Actual Plan F/(U) Actual % FCST Plan F/(U) Actual % Plan %

Total Revenue 4,904$ 4,619$ 285$ 3,794$ 29% 2,566$ 2,790$ (224)$ 2,173$ 18% 7,470$ 7,409$ 61$ 5,967$ 25% 8,232$ 10.2%

Onsite 4,770 4,443 326 3,631 31% 2,475 2,702 (227) 2,070 20% 7,245 7,145 99 5,701 27% 8,048 11%Direct Costs

Labor 219 214 5 158 38% 135 136 (1) 111 21% 353 350 4 270 31% 434 23%Other Expenses 2,187 2,060 126 1,732 26% 1,013 1,123 (110) 933 9% 3,199 3,183 16 2,665 20% 3,501 9%

Direct Costs 2,405 2,274 131 1,890 27% 1,148 1,259 (111) 1,044 10% 3,553 3,533 20 2,935 21% 3,936 11%

Gross Profit 2,365 2,169 195 1,741 36% 1,327 1,443 (116) 1,025 29% 3,692 3,612 79 2,766 33% 4,113 11%GP % 50% 49% 1% 48% 3% 54% 53% 0% 50% 8% 51% 51% 0% 49% 5% 51% 0%Indirect Costs

Labor 372 362 10 375 -1% 185 187 (2) 182 2% 557 549 8 558 0% 558 0%Other Expenses 104 95 8 139 -25% 45 46 (1) 79 -43% 149 142 7 218 -32% 139 -6%

Indirect Costs 476 457 19 514 -7% 230 233 (3) 261 -12% 706 691 16 775 -9% 697 -1%PM 1,889 1,712 177 1,227 54% 1,097 1,210 (113) 764 44% 2,986 2,922 64 1,991 50% 3,416 14%PM % 40% 39% 1% 34% 17% 44% 45% 0% 37% 20% 41% 41% 0% 35% 18% 42% 3%

OEM Revenue 134 176 (42) 162 -17% 91 88 3 103 -12% 225 264 (39) 266 -15% 184 -18%

SWIT CostsLabor 812 852 (40) 555 46% 473 470 3 380 25% 1,285 1,322 (36) 935 38% 1,523 19%Other Expenses 18 9 10 (12) 257% 12 5 8 (7) 289% 30 13 17 (18) 268% 16 -48%

SWIT Costs 830 860 (30) 543 53% 485 475 11 373 30% 1,316 1,335 (19) 916 44% 1,539 17%Selling Costs

Labor 187 190 (2) 201 -7% 69 98 (29) 106 -34% 257 288 (31) 306 -16% 178 -31%Other Expenses 37 36 1 26 42% 11 18 (7) 14 -24% 47 54 (7) 40 -19% 39 -17%

Selling Costs 224 226 (2) 226 -1% 80 116 (36) 120 -33% 304 342 (38) 346 -12% 217 -29%NET NBM (920) (910) (10) (607) -51% (475) (503) 28 (389) -22% (1,395) (1,413) 18 (997) -40% (1,572) 13%NBM % -686% -517% -169% -374% -83% -522% -571% 50% -377% -38% -619% -535% -84% -375% -65% -855% 38%

R&D CostsLabor 662 667 (5) 658 1% 248 344 (96) 334 -26% 910 1,012 (101) 992 -8% 937 3%Other Expenses 142 134 8 127 12% 154 67 87 62 147% 296 201 95 189 57% 292 -1%

R&D Costs 804 802 3 785 2% 402 411 (9) 396 1% 1,206 1,213 (7) 1,181 2% 1,229 2%

ADP NOI bef GW 164 0 164 (166) 199% 220 296 (76) (22) 1115% 385 296 88 (187) 305% 614 60%ADP NOI bef GW% 3% 0% 3% -4% 177% 9% 11% -2% -1% 959% 5% 4% 1% -3% 264% 7% 45%

GW/Special Charges 0 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 0%

ADP NOI 164$ 0$ 164$ (166)$ 199% 220$ 296$ (76)$ (22)$ 1115% 385$ 296$ 88$ (187)$ 305% 614$ 60%

NOI MARGIN % 3% 0% 3% -4% 177% 9% 11% -2% -1% 959% 5% 4% 1% -3% 264% 7% 45%

Key StatisticsTotal Headcount 41 42 (1) 38 8% 42 42 0 38 11% 42 42 0 38 11% 45 6%Sales QC (net) (000's) 1,118 3,695 (2,577) 3,007 -63% 1,226 1,847 (621) 1,901 -36% 2,344 5,542 (3,198) 4,908 -52% 3,761 60%Sales Units 351 478 (127) 682 -49% 191 321 (130) 174 10% 542 799 (257) 856 -37% 688 27%Install Units 421 507 (86) 357 18% 252 369 (117) 507 -50% 673 876 (203) 864 -22% 714 6%Install Recurring (000's) 208 306 (98) 235 -11% 102 211 (109) 144 -29% 310 517 (207) 379 -18% 290 -6%Loss % 36.6% 48.6% -12.0% 62.1% -41% 45.0% 48.6% -48.6% 51.2% 12% 37.2% -48.6% 85.8% 50.0% -26% 32.9% -12%

HeadCountDirect 8 8 0 6 33% 8 8 0 6 33% 8 8 0 6 33% 9 13%Indirect 3 3 0 3 0% 3 3 0 3 0% 3 3 0 3 0% 3 0%SWIT 17 17 0 15 13% 18 17 1 15 20% 18 17 1 15 20% 20 8%Selling 1 2 (1) 2 -50% 1 2 (1) 2 -50% 1 2 (1) 2 -50% 1 0%R&D 12 12 0 12 0% 12 12 0 12 0% 12 12 0 12 0% 12 0%Total Headcount 41 42 (1) 38 8% 42 42 0 38 11% 42 42 0 38 11% 45 6%

FY11Feb YTD Balance of Year Full YearFY10 FY10 FY10


8

Quarterly Financial Detail

FY11 FY10 Grwth% FY11 FY10 Grwth% FY11 FY10 Grwth% FY11 FY10 Grwth% FY11 FY10 $ %

Total Revenue $2,019 $1,803 12% $2,042 $1,911 7% $2,049 $1,814 13% $2,122 $1,942 9% $8,232 $7,470 $762 10%

Onsite 1,968 1,734 13% 2,001 1,866 7% 2,008 1,775 13% 2,072 1,870 11% 8,048 7,245 804 11%0 0Direct Costs

Labor 99 65 53% 110 89 24% 110 94 17% 115 106 9% 434 353 81 23%Other Expenses 840 800 5% 870 839 4% 886 764 16% 905 796 14% 3,501 3,199 302 9%

Direct Costs 939 865 9% 980 928 6% 996 858 16% 1,020 902 13% 3,936 3,553 383 11%

Gross Profit 1,029 869 18% 1,021 938 9% 1,011 918 10% 1,051 968 9% 4,113 3,692 421 11%

GP % 52.3% 50.1% 4.3% 51.0% 50.3% 1.5% 50.4% 51.7% -2.5% 50.8% 51.8% -1.9% 51.1% 51.0% 0.1% 0.3%Indirect Costs

Labor 143 143 0% 137 137 0% 139 139 0% 139 139 0% 558 557 0 0%Other Expenses 35 43 -17% 35 32 9% 35 36 -4% 35 38 -9% 139 149 (10) -6%

Indirect Costs 179 186 -4% 171 169 2% 173 175 -1% 174 177 -2% 697 706 -9 -1%PM 850 683 24% 850 769 11% 838 743 13% 878 791 11% 3,416 2,986 430 14%PM % 43% 39% 10% 42% 41% 3% 42% 42% 0% 42% 42% 0% 42% 41% 1% 3%

OEM Revenue 51 69 -26% 41 45 -10% 42 39 7% 50 72 -30% 184 277 (93) -34%

SWIT CostsLabor 353 295 20% 372 298 25% 390 335 16% 409 357 14% 1,523 1,285 238 19%Other Expenses 4 12 -70% 4 11 -65% 4 4 14% 4 4 17% 16 30 (14) -48%

SWIT Costs 356 306 16% 375 309 21% 394 339 16% 413 361 14% 1,539 1,316 223 17%Selling Costs

Labor 44 72 -39% 44 74 -41% 44 58 -24% 46 53 -13% 178 257 (79) -31%Other Expenses 10 12 -13% 12 17 -29% 9 10 -5% 8 9 -11% 39 47 (8) -17%

Selling Costs 54 84 -35% 56 91 -39% 53 67 -21% 54 62 -13% 217 304 -87 -29%NET NBM (360) (321) -12% (391) (355) -10% (406) (367) -11% (417) (351) -19% (1,572) (1,343) (229) -17%NBM % -708% -467% -52% -956% -786% -22% -970% -936% -4% -827% -488% -70% -855% -485% -370% -76%

R&D Costs `Labor 231 226 3% 231 226 3% 231 226 3% 242 233 4% 937 910 26 3%Other Expenses 74 73 1% 73 78 -6% 73 73 0% 73 73 0% 292 296 (4) -1%

R&D Costs 305 298 2% 305 304 0% 304 298 2% 315 306 3% 1,229 1,206 22 2%

ADP NOI bef GW 185 64 191% 155 110 41% 128 78 65% 146 134 9% 614 385 230 60%ADP NOI bef GW% 9% 4% 160% 8% 6% 32% 6% 4% 46% 7% 7% 0% 7% 5% 2% 45%

GW/Special Charges 0 0 0% 0 0 0% 0 0 0% 0 0 0% 0 0 0 0%

ADP NOI $185 $64 191% $155 $110 41% $128 $78 65% $146 $134 9% $614 $385 $230 60%

NOI MARGIN % 9% 4% 160% 8% 6% 32% 6% 4% 46% 7% 7% 0% 7% 5% 2% 45%Key StatisticsSales QC (net) (000's) 660$ (37)$ 1885% 668$ 835$ -20% 1,014$ 583$ 74% 1,419$ 963$ 47% 3,761$ 2,344$ 1,417$ 60%Sales Units (net) 122 62 -96% 121 173 -30% 190 163 16% 255 144 77% 688 542 146 27%Install Units 197 220 -10% 160 127 26% 160 109 47% 197 217 -9% 714 673 41 6%Install Recurring (000's) 80 111 -29% 65 62 5% 66 55 19% 80 82 -2% 290 310 (20) -6%Loss % 34.0% 52.7% -36% 33.2% 21.4% 55% 32.5% 43.3% -25% 31.7% 31.4% 1% 32.9% 37.2% -4.4% -12%HeadCountDirect 8 5 60% 9 7 29% 9 7 29% 9 8 13% 9 8 1 13%Indirect 3 3 0% 3 3 0% 3 3 0% 3 3 0% 3 3 0 0%SWIT 18 15 17% 19 17 9% 20 18 8% 20 18 8% 20 18 2 8%Selling 1 2 -50% 1 2 -50% 1 1 0% 1 1 0% 1 1 0 0%R&D 12 12 0% 12 12 0% 12 12 0% 12 12 0% 12 12 0 0%Total Headcount 42 37 12% 44 41 6% 45 41 9% 45 42 6% 45 42 3 6%

GrowthQ1 Q2 Q3 Q4 Full Year


9

Quarterly Headcount Detail

Headcount Adds

• 3 headcount adds in FY11 – 2 VMR’s, and 1 fulfillment specialist to support Managed Campaigns.

FY11 FY10 Grwth FY11 FY10 Grwth FY11 FY10 Grwth FY11 FY10 Grwth FY11 FY10 Grwth

Direct 8 5 60% 9 7 29% 9 7 29% 9 8 13% 9 8 13%G&A 3 3 0% 3 3 0% 3 3 0% 3 3 0% 3 3 0%SWIT 18 15 17% 19 17 9% 20 18 8% 20 18 8% 20 18 8%Selling 1 2 -50% 1 2 -50% 1 1 0% 1 1 0% 1 1 0%R&D (India) 12 12 0% 12 12 0% 12 12 0% 12 12 0% 12 12 0%Total 42 37 12% 44 41 6% 45 41 9% 45 42 6% 45 42 6%

Total Revenue $2,019 $1,803 12% $2,042 $1,911 7% $2,049 $1,814 13% $2,122 $1,942 9% $8,232 $7,470 10%Revenue per Head 48.64 48.73 0% 46.94 46.60 1% 46.06 44.26 4% 47.68 46.23 3% 184.99 177.85 4%

Total Expense $1,834 $1,739 5% $1,887 $1,801 5% $1,921 $1,737 11% $1,976 $1,808 9% $7,618 $7,085 8%Exp per Avg HC 44.18 47.01 -6% 43.38 43.92 -1% 43.17 42.36 2% 44.40 43.05 3% 171.18 168.70 1%

Total Labor Exp $871 $800 9% $893 $823 9% $914 $851 7% $914 $889 3% $3,592 $3,363 7%Labor Exp per Avg HC 20.98 21.63 -3% 20.54 20.08 2% 20.54 20.76 -1% 20.54 21.16 -3% 19.42 18.91 3%

# of Contractors 1 2 -50% 1 2 -50% 1 2 -50% 1 1 0% 4 7 -43%Contractor Exp $11 $20 -48% $11 $20 -48% $11 $20 -48% $11 $11 0% $42 $71 -41%

*includes 5 R&D Heads for India

Q1 Q2 Q3 Q4 Full Year


10

Margin Improvement Initiatives

(Full Year) (000's) NOI $'sNOI

Contribution %

FY11 Plan Margin Improvements

Item 1 Monthly audits comparing transactions against billing 31.0$ 0.37%Item 2 Re-evaluating active base pricing tiers 50.0$ 0.60%Item 3 Continuous Vendor Contract Reviews

Comments Reduce credits by conducting manual monthly audits to compare transactions to billing. Analyzing current customers tier positioning to maximize margin and product delivery


11

Capital

Comments

Laptops – 2 New Laptops for new associates and 6 Replacement laptops for current associates Servers – 2 servers replacing obsolete servers, 2 Intelligent Marketing Servers, Replacement

Development/QA server

CAPITAL PLANNING FY11 SUMMARY BY QUARTER

COUNTRY: US

CURRENCY: US

BUSINESS UNIT #: 1800

BUS UNIT NAME: CUSTOMERTOUCH

PREFIX: 3050

CONTACT NAME: DEBRA BAKER

THIS SECTION WILL FILL IN AUTOMATICALLY.

CLASS ASSET CATEGORY Q1 Q2 Q3 Q4 TOTAL

60 DATA PROCESSING EQUIP - CLIENT - - - - - 62 BUILDINGS (SHELL) - - - - - 63 BUILDING IMPROVEMENTS (INTERIOR) - - - - - 64 LEASEHOLD IMPROVEMENTS - - - - - 65 DATA PROCESSING EQUIP - INTERNAL 30,500 22,500 - 53,000 66 OFFICE MACHINES - - - - - 67 AUTOMOBILES - - - - - 68 FURNITURE & FIXTURES - - - - - 70 LAPTOPS 15,000 12,500 - 27,500 71 VOICE COMMUNICATIONS - - - - - 72 DATA COMMUNICATIONS - - - - - 75 SPARES - - - - - 76 SOFTWARE - - - - -

TOTAL - 45,500 35,000 - 80,500

FY11


12

Contingency

Rev NOI Priority

Comment on Potential Impact Risk

on FY11

Next Best Sacrifices (000's) Currently in plan: to be eliminated

***

Next Best Investments (000's) Currently not in plan: potential inclusion

* 1

* Hire Additional Install Resources to attack Managed Campaigns 2

***

Total - -

DMS Agnostic Solution


13

Appendix


14

Functional View

($000's)FY09

(Actual)FY10

(Forecast) FY11 (Plan) Comments as appropriate

Total ADP Headcount 6 8 9 % change 33.3% 12.5%

Total Expense 2,935 3,553 3,936 % change 21.1% 10.8%

Associated Revenue 5,701 7,245 8,048 % change 27.1% 11.1%

Expense % of Revenue 51.5% 49.0% 48.9%

Total ADP Labor Expense 270 353 434 % change 31.1% 22.9%% total 9.2% 9.9% 11.0%Avg LE per ADP HC 45 44 48

Total Contractor Expense 30 60 80 % change 100.0% 33.3%% total 1.0% 1.7% 2.0%


15

Indirect View

($000's)FY09

(Actual)FY10



Total Expense 775 706 697 % change -8.9% -1.3%



Total ADP Labor Expense 558 557 558 % change -0.1% 0.1%% total 71.9% 78.9% 80.0%Avg LE per ADP HC 186 186 186



16

Sales View

($000's)FY09

(Actual)FY10


Total ADP Headcount 2 2 1 % change -10.0% -44.4%

Total Expense 346 304 217 % change -12.1% -28.7%



Total ADP Labor Expense 306 257 178 % change -16.2% -30.9%% total 88.5% 84.4% 81.8%Avg LE per ADP HC 153 143 178



17

SWIT View

($000's)FY09

(Actual)FY10



Total Expense 916 1,316 1,539 Growth is the impact of full year HC additions% change 43.6% 17.0%



Total ADP Labor Expense 935 1,285 1,523 % change 37.5% 18.5%% total 102.0% 97.7% 99.0%Avg LE per ADP HC 62 71 78



18

R&D View

($000's)FY09

(Actual)FY10


Total ADP Headcount 12 12 12 HC includes 5 India Heads% change 0.0% 0.0%

Total Expense 1,181 1,206 1,229 % change 2.1% 1.9%



Total ADP Labor Expense 992 910 937 % change -8.2% 2.9%% total 1 1 1Avg LE per ADP HC 83 76 78

Total Contractor Expense 90 90 90 % change 0.0% 0.0%% total 0 0 0


19

Organizational Chart con’d

Bill ReillyGeneral ManagerDigital Solutions

Larry CochranVice President Digital Marketing

Hoffman Estates

Tom NitchVMR Manager

Hoffman Estates

Lisa WolterClient Mktg Prog Rep

Hoffman Estates

Cory LiebgottClient Mktg Prog Rep

Hoffman Estates

Angelika WilkClient Mktg Prog Rep

Hoffman Estates

Tracy ButerbaughClient Mktg Prog Rep

Hoffman Estates

Katie WaldronClient Mktg Prog Rep

Hoffman Estates

Neil RolandClient Mktg Prog Rep

Hoffman Estates

Jon AdersonClient Mktg Prog Rep

Hoffman Estates

Brandi HeuerClient Mktg Prog Rep

Hoffman Estates

David HananiaVMAR

Hoffman Estates

Melissa FritzVMAR

Hoffman Estates

Jennifer OberClient Mktg Prog Rep

Hoffman Estates

Laurie DuffProject Manager

Oregon

Tom MorelliDA Ops

Supervisor

Katie-Lyn MerollaDA Analyst

Christopher WrightDA Analyst

Ken PendergastDA AnalystContractor

Justin StanleyDA Analyst

Jean WongDA Analyst

Max JohnsonSEO Analyst

Thomas DiSantoDA Analyst

Stephane JohnsonDA Analyst

Vincent OliverBZ Region Client Mgr.

Central

Patrick MoranBZ Region Client Mgr.

Southeast

Gary MontoyaRegion Client Mgr.

West

Rick FriedmanRegion Client Mgr.

Northeast


20

Organizational Chart con’d

Bill ReillyGeneral Manager

Debbie BakerDir Ops

Annette StronzProject Manager

Darcey Chambers-SmithGraphic Artist

Conni SchubertGraphic Artist

Pegeen HoltaneGraphic Art- Contr

Michael QuezadaClient Mktg Prog

Antonio RodriguezClient Mkt Prog

Frank EspinoClient Mkt Progr

Christy CoulterProject Specialist

Ken AlirieProject Specialist

Daryl HudsonProject Specialist

Ed McCombProject Specialist

Emily PauliImpl. Coordinator - Contr


21

P & O Expenses

FY09 Actual

FY10 Forecast

FY11 Plan

Growth FY10

Growth FY11

Total P&O by Expense TypeLease 36 65 71 81.7% 8.3%

Total Expense By Type 36 65 71 81.7% 8.3%

Square Footage N/A N/A N/A 0.0% 0.0%

Headcount at Site 38 42 45 10.5% 6.0%

N/A - Crosscharge for Hoffman Office Space and Smartshored associates

customer touch fy11 operating plan 041910

Business

operating plan

fdealer services groupfy

dealer servicesfy11

lower level dealer

financial change

obsolete servers

replacement laptops

fselling expensehiring