This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Reducing Resolution Time with Advanced Electronic Services Presented by Tom Jarosz, Global Support Manager and Holly Pedersen, Product Support Supervisor

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson Overview Founded in 1975, Lawson Software provides enterprise business process software solutions that help services organizations in the healthcare, retail, professional services, public sector, financial services and other strategic markets achieve competitive advantage. Lawson’s solutions include enterprise performance management, distribution, financials, human resources, procurement, merchandising and services automation. Headquartered in St. Paul, Minn., Lawson has offices and affiliates serving North and South America, Europe, Asia, Africa and Australia.

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Agenda  Where Lawson Was  Lawson’s Strategy and Investments  How Lawson Executed The Strategy  Results and Metrics

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Where Lawson Was Callback model  18% Client success  15% Lawson success  5 calls to make 1 contact Large staff numbers (239)  Went Public (reduce costs/cost center) Low Customer Satisfaction  Barely 80% satisfied  Up to 50 escalations of cases a day No strategy  No long term plan  Limited tools (phone, , home grown call tracking system) days open average for all support cases

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Environment Lawson Had To Deal WithCustomerExpectations Volume Resources

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson’s Strategy and Investments SCP Certification (1998 – present)  Structure  Success criteria metrics  Best practices  Industry focus, not Lawson specific  Real Time support Scalable, lightweight, flexible and web deployable solutions  Webex: remote diagnostics  Knowledge Base: self service  support.lawson.com: case and problem mgmt, downloads, training, etc.  Lawson Interactive Support (LIS): Full documentation and Integration with 8 back office systems

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson’s Strategy and Investments Measurable  Reduce costs  Increase Client Satisfaction  Increase Employee Satisfaction  Increase Scalability  Increase Resolution Rates Customer Needs  No additional cost  Faster resolution  Self Service Tools  Remote diagnosis  More communication methods

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Restructured internal processes (SCP)  Case creation  Case passing  Feedback processes  Case closing Real Time support (SCP)  Answer incoming issues as they happen Webex  Ease of implementation and storage of valuable training/learning situations  Browser based collaborative tool  Data is NOT stored on Webex network  Strong security Knowledge Base  Dedicated development team develops, maintains toolset and tracks statistics and trends.  Integrated in Case Tracking, LIS and product launch process  Cross functional support team to define best practices and define requirements  Creating new proactive support specialist role responsible for analyzing, evaluating, writing and maintaining content in the KB

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Lawson Interactive Support  Full case documentation  Ability to add log files error messages directly to the case  Internal to Internal dialog Removed support Re-wrote support.lawson.com  Case Management  Problem Management  Product Fixes (patches)  Product Enhancement Requests  Product Documentation  Product Downloads  Web-Based Training Library  Training Classes & Registration  User/Contact Profile Management  Proactive Notifications  Partner Tools Affiliate Login  User Groups  Client Vertical-based Personalization

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Customer facing Marketing  Advertisements  Co-market with vendors (Webex and Motive)  Improvement on client feedback Exceed expectations  SLA are better for LIS than Phone 80% in 5 minutes for phone (88.54% actual) 80% in 2 minutes for LIS (90.47% actual) Hosted webinars  Expose Clients to new tools Cold called high volume client contacts Sent promotional s Promoted at Annual Conference and User Groups

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. How Lawson Executed The Strategy Employee facing Set goals and celebrated successes  Parties for each conversion goal reached Proactive not reactive  Interact with the clients right now – Don’t wait until later Sustained training, best practices and knowledge sharing  Reuse knowledge do not re-invent Incentive plans installed

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Results and Metrics SCP certification 7 years in a row! Webex  15.35% growth  Used and average of 987 times a month  Increased 1 st day resolution from 45% to 53%  Reduced most difficult cases handle time by 24.6%  Integrated into LIS solution Knowledge Base  1,400 clients a month  7,500 unique users  125,000 searches a month  79,000 documents viewed per month  Case avoidance 13,200 cases a month (use 6-1 ratio)

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Results and Metrics Lawson Interactive Support  Conversion Rate (currently 67%) 45% converted in 12 months 61% converted in 24 months  Customer Satisfaction 95.95% with LIS  Response time 90.47% in 2 minutes (all channels)  Lower operational costs 33% efficiency gain 28.27% lower aged LIS backlog

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Types of Support Given

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Lawson Electronic Support Conversion

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Impact to Days Until Close

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Satisfaction with Support  93.11% Overall Satisfaction  95.58% Satisfaction with Response  90.16% Satisfaction with Resolution  95.95% Satisfaction with LIS  Surveys Performed by Service  All Statistics Are 12 Month Running Averages

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. QUESTIONS?