{ "docId": "019dd923-622c-750b-8b9b-d9b3dd5a51e8", "docSlug": "1c9c0f306991", "documentTitle": "Automatic Data Processing (ADP) (ADP)", "authorId": "01_Pershing_Square", "authorName": "William Ackman", "documentKindSlug": "activist-deck", "documentKindLabel": "Activist deck", "sourceTypeSlug": "activist_investor", "sourceTypeLabel": "Activist investor", "presentationDate": "2017-08-17 00:00:00", "orientation": "landscape", "aspectRatio": 1.3333334, "pageNumber": 84, "pageCount": 168, "prevPage": 83, "nextPage": 85, "slideType": "expose_contradiction", "function": "expose_contradiction", "density": "overcrowded", "nDataPoints": 3, "notes": "Uses three distinct quotes to build a logical argument about the mislabeling of support as service.", "elementsJson": [ "headline_text", "callout_box", "quote_block", "footnote" ], "metadataConfidence": 1, "imagePath": null, "slideHref": "/slides/019dd923-622c-750b-8b9b-d9b3dd5a51e8/84", "deckHref": "/decks/019dd923-622c-750b-8b9b-d9b3dd5a51e8", "deckJsonHref": "/decks/019dd923-622c-750b-8b9b-d9b3dd5a51e8.json", "deckAnchorHref": "/decks/019dd923-622c-750b-8b9b-d9b3dd5a51e8#slide-84", "components": [ { "bbox": { "h": 0.12, "w": 0.92, "x": 0.04, "y": 0.16 }, "kind": "callout", "text": "ADP frequently touts its “service” capabilities as a differentiator. The substantial majority of what ADP externally calls “service” is actually “support” for product and back-end deficiencies", "attrs": null, "subkind": "primary", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "c47ffc44-8209-4fcb-a7d6-f8bc9e3d2184", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.03, "w": 0.35, "x": 0.04, "y": 0.3 }, "kind": "list", "text": "ADP conflates support and service:", "attrs": null, "subkind": "bullet", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "65c70c56-eb08-4a3d-a1f3-ada7791162fd", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.15, "w": 0.92, "x": 0.04, "y": 0.5 }, "kind": "quote", "text": "“What they call ‘service’ is mostly support. The executives don’t understand this. They count as service: ‘you tried to run it, it’s not working, walk me through how to do this again...’ Why are you talking to the client? If you’re talking to the client because something you’re doing is broken, I’d argue you’re not providing a service.” – Former VP, Product Management", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "344b927b-a42b-47a5-b6e6-ed4b9cdecfed", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.12, "w": 0.92, "x": 0.04, "y": 0.36 }, "kind": "quote", "text": "“At ADP they use ‘Service’ and ‘Support’ interchangeably. They don’t understand that distinction. They don’t differentiate. Their notion of service is ‘how quickly we answer the phone,’ the number of ‘one-and-dones,’ repeat callers, etc.” – Former DVP, Business Transformation", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "405cd603-38ea-498c-a5a4-182482887995", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.25, "w": 0.92, "x": 0.04, "y": 0.68 }, "kind": "quote", "text": "“70% of all calls or cases are for Tier 1 type support... If your product has better self-service administration tools... 80% of questions that came in are because of basic product limitations. Half of all your [Tier 1] support calls [70% x 80% = ~56%] would go away if you build a better product or enhance your [existing] product... [ADP] makes up for that with more ‘support,’ a little more hand-holding. They layer in some additional value-added services, but it’s offering ‘service’ to offset product limitations.” – Former DVP of Product Launch & Business Transformation", "attrs": null, "subkind": "testimonial", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "d2feee87-b58b-422f-ab35-c59abc4dcdf5", "frameworkName": null, "frameworkSlug": null }, { "bbox": null, "kind": "quote", "text": "“At ADP they use ‘Service’ and ‘Support’ interchangeably. They don’t understand that distinction. They don’t differentiate. Their notion of service is ‘how quickly we answer the phone,’ the number of ‘one-and-dones,’ repeat callers, etc.” — Former DVP, Business Transformation; “What they call ‘service’ is mostly support. The executives don’t understand this. They count as service: ‘you tried to run it, it’s not working, walk me through how to do this again...’ Why are you talking to the client? If you’re talking to the client because something you’re doing is broken, I’d argue you’re not providing a service.” — Former VP, Product Management; “70% of all calls or cases are for Tier 1 type support... If your product has better self-service administration tools so the client can make those changes themselves, you could get rid of a lot of folks... 80% of questions that came in are because of basic product limitations. Half of all your [Tier 1] support calls [70% x 80% = ~56%] would go away if you build a better product or enhance your [existing] product... [ADP] makes up for that with more ‘support,’ a little more hand-holding. They layer in some additional value-added services, but it’s offering ‘service’ to offset product limitations.” — Former DVP of Product Launch & Business Transformation", "attrs": null, "subkind": null, "toolName": "Authority citation", "toolSlug": "authority-citation", "confidence": null, "componentId": "019dd952-ee38-728b-98d8-3ce9e19df55c", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.02, "w": 0.25, "x": 0.04, "y": 0.97 }, "kind": "source-note", "text": "Source: Interviews with prior ADP executives.", "attrs": null, "subkind": null, "toolName": null, "toolSlug": null, "confidence": null, "componentId": "1e17d544-63b2-4f7f-8378-d12d2c516fd7", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "h": 0.05, "w": 0.35, "x": 0.04, "y": 0.08 }, "kind": "title", "text": "Support ≠ “Service”", "attrs": null, "subkind": "headline", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "1c001eb6-62bd-4025-830e-6e179b96cdf3", "frameworkName": null, "frameworkSlug": null } ], "metrics": [], "tools": [], "frameworks": [ { "name": "expose_contradiction", "slug": null, "matchId": "675e9fc1-55a5-49ee-bc58-9342430532b6", "evidence": "Contrasts external marketing claims with internal executive reality.", "confidence": 0.9 } ], "arcBeats": [], "loops": [], "imagePathAlt": null, "thumbSrc": null, "thumbSrcAlt": null, "locked": true }