Technical Account Management & Customer Profile Management Stuart Freemantle Track 4 of SSPA .. Best Practices in Support Delivery

Agenda Overview of Nokia and Nokia Internet Communications Customer Profile Management Technical Account Management Service Business Managers Support Measurement Tool Support Contract Center

About Nokia 3 Business Units World leader in mobile communications Mobile Phones Networks Ventures (Home Communications and Internet Communications) World leader in mobile communications Frontrunner in providing mobile, broadband and IP networks Sixth most valuable brand (Interbrand) One of the world’s most respected companies (PriceWaterhouse & Financial Times) As mobility and Internet converge, Nokia is committed to further enriching the daily lives of people

Nokia Internet Communications Major focus on security and network performance Strong standards foundation Strongly tied into Nokia as security experts Market leader for Firewall/VPN appliance Number two for intrusion detection Large installed base Enabling Business - Connecting Securely and Reliably for Absolute Peace of Mind

Why SCP? Why a certification program? Periodic Survey showed Support and Services was the top motivator in building customer loyalty Brings external view to measuring performance and defining best practices Why SCP? Service Excellence - Become an industry leader in Support and Services Experts in Support - Leverage Industry Support Knowledge and Best Practices Customer Satisfaction Focus – Program placed Customer Feedback as top element Strategic Roadmap - Use as strategic roadmap for Nokia Support Why SCP detail.. Service Excellence - Become an industry leader in Support and Services SCP Certification demonstrates and communicates our commitment to service excellence Sales and Marketing are able to use this to promote the Nokia service advantage Leverage Industry Support Knowledge and Best Practices SCP Focused on Customer Satisfaction SCP focused on all customer facing processes High focus on customer satisfaction measurements and closed loop process to improve High focus on employee satisfaction  High employee satisfaction = High customer satisfaction Use as strategic roadmap for Nokia Support Work with other Nokia support groups Clear roadmap for improvements in support Leverage for cross department process improvements

Agenda Overview of Nokia and Nokia Internet Communications Customer Profile Management Technical Account Management Service Business Managers Support Measurement Tool Support Contract Center

Customer Profile Management The Nokia EMEA TAC is noted for exceptional performance in this element that includes: • A case management system that provides support engineers with information on the customers last satisfaction survey score, average score to date, number of times the customer has logged on to the support Internet site and the last Support Website login

Customer Profile Management Area of Excellence

Customer Profile Management Area of Excellence Indicates re-seller/direct (Access/Essential Support) Will highlight any specific notes from the customers default profile Will highlight any specific company related information As a result of Case Closure surveys Are we dealing with a first time caller? Last Support Website Login

Agenda Overview of Nokia and Nokia Internet Communications Customer Profile Management Technical Account Management Service Business Managers Support Measurement Tool Support Contract Center

Technical Account Management The Nokia EMEA TAC is noted for exceptional performance in this element that includes: Having an extensive and well managed technical account program consisting of six EMEA Service Business Managers supporting sixty-two major distributors for which no additional fee is charged. Developing the Support Measurement Tool that consists of information such as the distributor’s contact details, level of Nokia accreditation, sales volume, cases currently open, issues and actions and how the distributor provides support to the customer;

Technical Account Management SCP Support Secret Candidate Making the Service Business Manager responsible for daily contact with the larger distributors, helping new distributors to become effective, assisting the distributor in buying support services but not having direct responsible for sales; Keeping Service Business Managers in their role for at least three years

The Role of the Service Business Manager To provide local (in region) Customer Services commercial, operational, and marketing support to the local sales organisation, and to pro-actively promote and manage the services offered by Nokia Internet Communications to its current and future customers. In EMEA we have six territory defined Service Business Managers covering: Northern Europe Central & Eastern Europe Southern Europe Western Europe (including South Africa) This region has two Service Business Managers.

The Role of the Service Business Manager Customer Sales Service Business Manager TAC Fix

Technical Account Management Service Contract Center Step-1 .. Focus on data integrity. Step-2.. Extend visibility out to resellers Step-3.. Extend visibility to end users. Future.. We will be looking to offer things such as advanced profiling and personalization to allow for a better experience both on the web and from direct call in.

Service Contract Center The Service Contract Center is a Customer Relationship Management (CRM) tool which allows the NIC reseller to register, track and manage service agreements, as well as to request upgrades and renewals of their support agreements, in a confidential and secure manner.

Service Contract Center Overview SCC Introduction Features of Service Contract Center Sales and Marketing Tools Pre Sales Post Sales On-site Service Availability Tool Generate Service Certificate Register Service Certificate View Installed Product View Agreement Modify Agreement Renew Agreement Cases Help Online Frequently Asked Questions

Service Certificate Process

Service Contract Center

Summary of Benefits Better Customer Service- The Nokia system automates the contract creation process thus reducing administrative workload, speeding service activation and improving the quality of customer information --We can serve you better and you can serve your customers better Enhanced Visibility of Service Contracts- The online system allows you to view all contracts under support as well as those that are awaiting registration. You’ll always know the contract status and service level by customer and location Improved Business Control and Management of Service Contracts- You can electronically request service upgrades, modify the location of contracted support and view and renew service contracts, before they expire The Nokia Service Contract Center is available 24 hours a day, 365 days a year. You’re never more than a few mouse clicks away from answers, help or information to assist you in managing your service business

Support Measurement Tool For Nokia Resellers and service providers, the Support Measurement Tool will include assessment of the reseller’s service capabilities, performance against benchmarks, contracted responsibilities and Nokia Channel Program requirements. Data gathered from Nokia CRM and service systems are combined with observations of the resellers’ service facilities and procedures into a Support Measurement Tool. The Measurement Tool becomes the baseline against which both Nokia and Reseller performance improvements can be measured over time. The SMT is printed out to have a face-to-face approach at least on a bi-annual basis

New Features within Support Measurement Tool NON-Return RMA’s - Ensure that Advance Replacement goods are returned No Trouble found – How many No Fault Found cases were raised – why? Distributor Attach Rate – How well are our Distributors attaching Support? Renewal rate input – How effective is our renewal offering/service? Technical/Admin cases discrimination – How many cases were technical/Non-technical? Average Time To Respond per case priority – How good is our Support? Alerters – Pre defined and customizable alerters Tech Training Index – What Certification is held within the organization? Case/Contract has been updated with Case/Supported Appliance – Are Agreements correctly linked? Support Measurement Score

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