ATUL PATANKAR [ ASUG INSTALLATION MEMBER MEMBER SINCE: 2000 LINDA WILSON [ ASUG INSTALLATION MEMBER MEMBER SINCE: 1999 JUERGEN LINDNER [ SAP POINT OF CONTACT MEMBER SINCE: 1998 [ ] Is there is such a thing as a happy user? [ April 7/ Racine Gruberman

[ Real Experience. Real Advantage. Objectives  Learn how to better engage your SAP partners to create a more effective team and improve end user experience  Hear ideas for effectively connecting with, communicating to, and educating your end users  Discover how making improvements to help desk and support team processes can have a substantial impact on end user satisfaction

[ Real Experience. Real Advantage. Kraft Foods - Fast Facts 3 Approximately $48 billion in revenue World’s #2 food company, #1 in North America Sales in 160+ countries, Operations in more than 70 countries Worldwide Headquarters: Northfield, IL, US Approximately 140,000 employees

[ Real Experience. Real Advantage. SAP Support and Operations at Kraft Foods  Steady State SAP Support and Operations organization is responsible for all aspects of ongoing support and maintenance for our SAP systems  Incident (Ticket) Management  Change Management  Small Enhancement Work  On-going Operational Activities  End User Communications and Alerts

[ Real Experience. Real Advantage. SAP Support Model Logging of Tickets ABAP / Technical Level 1 Level 2 Level 3 SAP Ticket Resolution Onshore & Offshore Onshore Offshore Partner Leadership Kraft Foods Support Leads Pooling concept is used with our partners to share resources and leverage our scale globally

[ Real Experience. Real Advantage. END USER SAP Ticket Process End user identifies issue and contacts key user for assistance If Key User is unable to resolve, the Help Desk is called Help Desk agent creates ticket and routes to appropriate support queue SAP Competency Center Support Team Works directly with user to resolve issue Escalations Monitored and Managed By: Support Team Leads, On-Duty SAP Support Manager (ODSM), Customer Satisfaction Manager, and Support and Operations Lead KEY USER HELP DESK SAP SUPPORT

[ Real Experience. Real Advantage. Customer Satisfaction  Customer / End User Satisfaction is our top priority!  A full time position of Customer Satisfaction Manager established, with focus on Customer Satisfaction Improvement initiatives  We measure Customer Satisfaction via Weekly Pulse Surveys  Regular measurement of end user satisfaction is critical for understanding and addressing trouble areas  Customer Satisfaction Manager and Support Leads follow-up with unsatisfied users to address complaints

[ Real Experience. Real Advantage. Engaging SAP Partners  Treat SAP partners as team members, not just as vendors supplying a service  Invest in the business relationships at all levels  Happier workers = More productive workers  Help partners gain an affinity for your company, products, corporate culture and customers  Create an environment where every team member (internal and external) takes ownership of the end user experience

[ Real Experience. Real Advantage. Collaborate with partners  Building relationships with team members  Soliciting feedback  Setting expectations on how success is measured & achieved  Rewards and recognition Visits to Offshore Facilities Partner On-Site Presence Summit Meetings  1-2 resources per functional area  Leadership presence  On-site at end user locations, as needed  Partner Summit  End User Satisfaction Summit

[ Real Experience. Real Advantage.  Service Level Agreements (SLA’s) are formalized targets that your partners are contractually obligated to meet Institute Service Level Agreements SLA  Percentage of fees can be associated with each target  Encourages positive behavior through financial compensation CUSTOMER SATISFACTION QUALITY SPEED OF RESOLUTION

[ Real Experience. Real Advantage. Connecting with your end users SITE VISITS SURVEYS FOCUS GROUPS INFO SESSIONS Build Relationships Solicit Feedback Understand Challenges Set Expectations Provide Escalation Process

[ Real Experience. Real Advantage. End User Communications DATE: 3/29/2010 WHO IS AFFECTED: North America users relying on interfaces and data exchange from/to Catalyst systems. WHAT YOU NEED TO KNOW: Due to network issues, Control-M application (which manages interfaces) is currently down, affecting interfaces and bath jobs for Catalyst and other systems at Kraft. Network team is working to resolve the issue, and bring Control-M system back to service as soon as possible. ECC and other Catalyst systems are operational - only exchange of data between Catalyst and other systems is disabled. WHAT YOU NEED TO DO: Please continue normal work in Catalyst systems, and look for further communications from us. QUESTIONS OR COMMENTS? Racine Gruberman Phone: xxxx (6-xxxx) eye catching banner business language – vs. – technical language make it personal… a real person to contact easy to read headers Communications should be Proactive, Timely, Transparent

[ Real Experience. Real Advantage. Educating End Users Message Boards FAQ Database Key User Community as first line of support Key User Newsletter Updated documentation and job aides in one easy to find location Instead of just telling users “your issue is resolved”, have support members educate end users on what was done to resolve issues End User Website Site Visits

[ Real Experience. Real Advantage. Initial Help Desk Improvements Specialized group of Help Desk agents answering SAP calls Revamped SAP Help Desk scripts Provided SAP script and ticket handling training for all Help Desk agents Conduct testing for all Help Desk agents

[ Real Experience. Real Advantage. Ongoing Help Desk Improvements Track Misroutes and Tickets with Insufficient Information & Survey for Customer Satisfaction and Ticket Quality Provide Ongoing Feedback to Help Desk Make revisions to scripts and retrain agents, as necessary

[ Real Experience. Real Advantage. Support Team Processes  Distributing tickets by SME (quicker resolution + easier to identify trends)  Working with Support members on customer service  Communication Improvements (Communication templates, IM)  Consistent practices in handling/categorizing tickets in the ticket incident management tool – root cause, trending, ticket analysis

[ Real Experience. Real Advantage. Results  Significant Improvement in Customer Satisfaction Scores  Positive comments directly from End Users  Per our partners, Kraft Foods account has one of the lowest attrition rates compared to other clients  Greatly increased two-way communication with the business community and ongoing direct feedback from end users  Team members proactively developing and implementing process improvement and cost saving ideas

[ Real Experience. Real Advantage. Key Learnings  Be willing to invest in customer satisfaction and building relationships with your end users  Positive experience on the first phone call to the Help Desk is key  Measure customer satisfaction regularly and hold employees and partners accountable for the results  Establish SLAs around customer satisfaction to create a culture where every individual owns the end user experience  Build an environment where your partners (even competitors) collaborate with each other for the benefit of your company

[ Real Experience. Real Advantage. 19 ]  Thank you.