GLOCO Customer Service and Support MSSN Consulting Michael Freel Subrato Sensharma Sagi Shechter Nikolay Koumpikov

As-Is Customer Support

To-Be Customer Support

Business Requirements for Stakeholders Customer: Provide customers direct access to a web-based system to open tickets, carry out transactions with service desk agents, access knowledge base, and run reports Allow high-level integration with customer applications and data repositories Develop a global knowledge base to facilitate quicker incident resolution and empower customers Provide means of using multiple channels of communication – on-line chat, voice, email, direct transaction – and assimilate all information Service Desk agent: Provide Business Intelligence (i.e. Correlate multiple incidents involving a customer, multiple incidents with a single product, top 10 issues, etc.) to service desk agents and to other internal users. Unified escalation and routing rules ensure seamless transitions and meeting of SLAs

Business Requirements for Stakeholders (cont.) Enterprise users (Sales, Senior Executives): Integrate with relevant Enterprise data repositories (Sales CRM, Customer’s systems, etc.) inside the organization to provide near real-time business situation update ICT organization Industry standard solution with minimum oversight for upkeep, maintenance, and feature enhancements Ease of migration of existing ticketing repositories.

Success Factors Objective Current metric Expected metric Bring more customer service into on-line channels Customers do not have on-line access to GLOCO customer support 50% of GLOCO client businesses should be able to use or interface with GLOCO service desk system within 6 months of going live. Integrate enterprise systems across the lines of business Currently the ticketing databases are standalone. 100% of Sales, Distribution and Manufacturing systems should be able to access the Service desk data for their own use, within 6 months of going live. Reduce number of calls from client businesses GLOCO service agents currently handle 2000 daily calls from customers for various issues. The daily number of calls should reduce to 1700 within 6 months, and to 1500 within 1 year of going live, thereby allowing reducing the customer agent number by 30%. Consistent knowledge of customer and product issues Currently customer history exists only in Sales database, and in management reports. 100% of GLOCO’s customers should be traceable on the CSS repository. Unified reporting on customers and issues facing customers Disparate reporting systems and repositories make it impossible to understand issues related with a customer Management as well as authorized staff should be able to get 360 degrees view of customer service situations for 25% of customers within 6 months.

Business Benefits Benefit Expected metric 50% of GLOCO customers should be able to use or interface with GLOCO service desk system within 6 months of going live. The ability for online interaction will increase the customer satisfaction by reducing the time to service the each request. In many cases, the customers will be able to find relevant information in the knowledge base, thus avoiding costly conversation with a customer service representative. 100% of Sales, Distribution and Manufacturing systems should be able to access the Service desk data for their own use, within 6 months of going live. Making the customer support data available to the various departments will increase visibility of the recurring problems, as well as enable the sales department to address customer concerns proactively. The daily number of calls should reduce to 1700 within 6 months, and to 1500 within 1 year of going live, thereby allowing reducing the customer agent number by 30%. The reduction in phone service will reduce the number of customer service representatives. At 15 minutes per call on average, the reduction with 700 calls per day will lead to a reduction of the necessary support personnel with 22 people. This will lead to savings of over $1,000,000 per annum. 100% of GLOCO’s customers should be traceable on the CSS repository. Client relationships will be better maintained if information is available regarding the customer support needs and experience. It will allow for informed sensitivity during the future sales cycles.

Delivering value to gloco Business Requirements Drive the Technical Solution Delivering value to gloco

Map Objectives to Solution Business Requirements Solution components Bring more customer service into on-line channels Reduce number of service calls from client businesses Salesforce.com’s ServiceCloud out-of-box Customer Self-Service Portal provides Customer Self-service web based User Interface, Mobile computing integration, Web Chat facility, and Email integration. Integrate enterprise systems across the lines of business IBM Cast Iron data integration will provide data synchronization service from ERP systems to ServiceCloud. Consistent knowledge of customer and product issues ServiceCloud out-of-box CallCenter component provides systemwide access for Service Desk agents. ServiceCloud out-of-box Knowledge base management aggregates issues and solutions for Service Desk agents. Unified reporting on customers and issues facing customers ServiceCloud out-of-box Reporting and analytics solution will leverage the ServiceCloud internal data of Service Desk, as well as imported data from CRM and other core application systems, to provide unified view of customer related issues.

Technical Solution

Integration Approach

Integrating GLOCO’s Siebel CRM with Salesforce.com Proof-of-Concept Integrating GLOCO’s Siebel CRM with Salesforce.com

Master Product Record in Siebel

Master Customer Record in Siebel

Cast Iron Maps and Transforms Data

Product Record in Salesforce.com

Customer Record in Salesforce.com

Customer Opens a Case

GLOCO Receives Case

Case Closed

Gather+Design+Develop=Results A Proven Methodology Gather+Design+Develop=Results

Gather Phase Inputs Activities Deliverables and Results GLOCO’s Functional and technical requirements GLOCO’s Current and future systems architecture GLOCO’s current people, processes and technology Establish the project scope, understand the business context and requirements Identify the right solution for GLOCO Identify key GLOCO contributors to project Determine the conceptual solution architecture Develop a preliminary schedule and resource plan Obtain GLOCO sign-off Statement of Work, consists of project scope, plan, preliminary schedule and conceptual architecture Business Requirements User Requirements GLOCO is clear about the expected involvement of key stakeholders Stakeholder Committee is formed

Design Phase Inputs Activities Deliverables and Results GLOCO Technical requirements Conceptual architecture Project plan and preliminary schedule Design the new processes for handling support incidents Design the integration architecture Design the integration processes Identify external dependencies Update the schedule Prepare the test plan Plan the development, testing, and production environments Design look and fell of http://GLOCO.salesforce.com website Integration architecture and design Configuration and Customizations specifications IT Service Specifications Test plan Service Operation Document Updated schedule GLOCO is clear about the expected involvement of key stakeholders

Development Phase Inputs Activities Deliverables and Results Integration architecture and design Test plan Project plan and schedule Sample data and use cases tested Set up the development environment Integration configuration Unit and system testing Plan the production infrastructure Prepare the rollout plan including scripts for phone operators Prepare the operations plan Tested Cast Iron Integration Solution in QA and User Acceptance Test Plan Rollback Plan Migration Plan Risk Mitigation Plan Communication Plan Training Plan Service Transition Plan User Acceptance Service Level Agreements with Salesforce.com and Cast Iron GLOCO is clear about the expected involvement of key stakeholders

Results Phase Inputs Activities Deliverables and Results Deployment plan Operations plan Set up the production Cast Iron Integration Solution and the production environment TRAIN, TRAIN, TRAIN Go live — promote the Cast Iron service and Salesforce.com site from QA into production Transition to your operations support Monitor and operate Write up production Event document User Guides Service Operations Document Service Knowledge Management Document Production event Business value achieved by the GLOCO and GLOCO’s customers GLOCO is clear about the expected involvement of key stakeholders Project Closeout Report

Project Timeline

Cost Benefit/ROI

Meeting Success Criteria Objective Expected metric How it will be met Client businesses submitting cases on-line 50% of GLOCO client businesses should be able to access the GLOCO service desk system via the Internet within 6 months of going live. By provisioning customer accounts in Saleforce.com, and training customer agents to use the system. Integrate enterprise systems across the lines of business 100% of Sales and Manufacturing department managers should be able to access the Service desk data for their own use, within 6 months of going live. Departmental users will be trained, their reports developed for use, and main user accounts will be provisioned in Saleforce.com Reduce number of phone calls for service related issues from clients The daily number of calls should reduce to 1700 within 6 months, and to 1500 within 1 year of going live On-line access to customers will reduce the need of phone calls for service related issues. Consistent knowledge of customer and product issues 100% of GLOCO’s customers should be traceable on the CSS repository. During migration, relevant Siebel CRM data will be integrated with Saleforce.com. Unified reporting on customers and issues facing customers Management as well as authorized staff should be able to get a 360-degree view of customer service situations for 25% of customers within 6 months. Required reports will be developed leveraging CRM, Billing and Product data.

GLOCO Customer Service and Support Implementation Plans Questions and Answers