AP Online Customer Support Help Desk - Kayako EBSC Bratislava Account Payables Customer Support and Invoice Query Resolution Teams

WHY ONLINE TICKETING TOOL? Sorting high volume of emails and communication: With a support ticketing system Customer ticket is right there and houses all their replies as well as yours. Information backup on all ticket related issues: (Computer or e-mail crash) Time Management and Trending – A support ticketing system give you the ability to enter the amount of time worked for each ticket. All on the same page – (in case of multiple staff members that work on the accounts, by giving them the access to the support system, they can read the posts of the previous staffers and know exactly what that client is being told). Easier Request and issue documentation and recording (Faster and easier transaction lookups): Once a program and event is set up, the ticket process involves just a few clicks of the mouse to get all history and documents. Enhanced and more in depth reports: Ticketing software will permit a wide range of reports to be either seen on screen or printed immediately for later scrutiny, including financial, transaction, attendance and customer records. Information is live and up-to-the-minute. Enhanced customer database: A detailed customer/internal client database can be used to develop a better relationship. Ticketing software has the ability to send out e-mails or print pre-formatted letters to customers directly from the database (One approach). Time and labour saving: Entering data into a software system is much quicker and more accurate than pen and paper recording systems and the inherent linkage ensures that tickets are correctly associated. Avoids duplicate entering of customer/internal client data. Permits multiple operators: If it is a Web-based system, any designated user with username and login would have the ability to access and operate the system no matter where in the world they are located.

HOW WILL THAT BE IMPLEMENTED? Redirection of emails FROM OUTLOOK TO KAYAKO as of June 01, 2013 OUTLOOK GENERICS PER COUNTRY KAYAKO DEPARTMENTS PER COUNTRY Transition period from June 01, 2013 to December 31, 2013

HOW WILL STAKEHOLDERS BE INFORMED? EMAILS TO CURRENT OUTLOOK GENERICS Redirection of emails FROM OUTLOOOK TO KAYAKO as of June 01, 2013 STAKEHOLDERS OUTLOOK GENERICS PER COUNTRY KAYAKO DEPARTMENTS PER COUNTRY AUTOMATED MESSAGE FROM OUTLOOK as of May 24, 2013 TICKET NOTIFICATION FROM KAYAKO TO STAKEHOLDER as of JUNE 01, 2013 NO NEED TO SEND EMAILS TO BOTH OUTLOOK AND KAYAKO

WHAT ARE THE NEW KAYAKO EMAILS? Country Kayako address United Kingdom ebsc-ap-uk@mdlzap.kayako.com Ireland ebsc-ap-ie@mdlzap.kayako.com Austria ebsc-ap-at@mdlzap.kayako.com Germany ebsc-ap-de@mdlzap.kayako.com Switzerland ebsc-ap-ch@mdlzap.kayako.com Switzerland OPCO ebsc-ap-ch-eu@mdlzap.kayako.com Poland ebsc-ap-pl@mdlzap.kayako.com Slovakia ebsc-ap-sk@mdlzap.kayako.com Czech Republic ebsc-ap-cz@mdlzap.kayako.com Hungary ebsc-ap-hu@mdlzap.kayako.com Lithuania ebsc-ap-lt@mdlzap.kayako.com Norway ebsc-ap-no@mdlzap.kayako.com Sweden ebsc-ap-se@mdlzap.kayako.com Finland ebsc-ap-fi@mdlzap.kayako.com Denmark ebsc-ap-dk@mdlzap.kayako.com Belgium/Netherlands ebsc-ap-be@mdlzap.kayako.com France ebsc-ap-fr@mdlzap.kayako.com Italy ebsc-ap-it@mdlzap.kayako.com Portual ebsc-ap-pt@mdlzap.kayako.com Spain ebsc-ap-sp@mdlzap.kayako.com

Please sign up to use the Online Contact Center Help desk by going to: WHAT DO I HAVE TO DO? Please sign up to use the Online Contact Center Help desk by going to: http://mdlzap.kayako.com and choosing your country or simply email your country at the KAYAKO email address to register.  

WHY SHOULD I REGISTER? USE KNOWLEDGEBASE RECEIVE NEWS CHECK STATUS OF YOUR TICKETS RECEIVE NEWS SUBMIT TICKETS FASTER MANAGE YOUR ACCOUNT

WHY SHOULD I REGISTER? CHECK STATUS OF YOUR TICKETS: is the ticket “open”, “in progress”, “on hold,” or “closed”? How many tickets have I submitted? What was the response time? Was I satisfied? USE KNOWLEDGEBASE: easy access to published procedures and recommendations, expected outcome is to reduce number of tickets submitted via the web (customer support interface) via automated search feature. Reviewed popular knowledgebase articles e.g. hours of operation, mailing addresses, etc. RECEIVE NEWS: registered users and vendors can receive relevant published articles MANAGE YOUR ACCOUNT: I have a new phone number, I changed the Department – keep your contact data up to date. Maintenance of registered users will be done on a monthly basis - users and vendors will be handled like utilities. EBSC will create an email rule to upgrade ticket priority to high when the email is submitted by a sensitive vendor or user. Vendors must register and login to Kayako website before submitting an online ticket. By doing so, Kayako will identify them as a sensitive vendor and upgrade the ticket priority to high via Kayako sensitive template group. Sensitive Vendors designations and sensitive template groups by country have been created. This has the added benefit of defaulting the ticket in the correct country but does complicate overall Kayako administration.

HOW DO I REGISTER? http://mdlzap.kayako.com:

HOW DO I REGISTER?

SUBMIT A TICKET AS REGISTERED USER

SUBMIT A TICKET AS REGISTERED USER SELECT THE COUNTRY YOU WANT TO CREATE THE TICKET FOR

SUBMIT A TICKET AS REGISTERED USER ENTER THE SUBJECT AND TEXT

SUBMIT A TICKET AS REGISTERED USER ONCE TICKET SUBMITTED YOU RECEIVE A NOTIFICATION

VIEW YOUR TICKETS A LIST OF YOUR TICKETS, TICKET ID, LAST UPDATE, LAST REPLIER, COUNTRY THE TICKET IS FOR, STATUS

IN PROGRESS (notification) ON HOLD (notification) TICKET STATUS TYPES, PRIORITIES, SLAs TICKET STATUS TYPES EBSC TICKET PRIORITIES EBSC SLAs OPEN (notification) IN PROGRESS (notification) ON HOLD (notification) CLOSED (notification) STANDARD MEDIUM HIGH URGENT CRITICAL within 5 B DAYS within 3 B DAYS within 2 B DAYS within 1 B DAY CRITICAL Tickets from registered sensitive vendors and users will be automatically categorized as “HIGH” priority with 2 B days SLA.

Thank you for your attention.