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

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

3. 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

4. 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

5. 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

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

7. 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

8. Customer Profile Management Area of Excellence

9. 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

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

11. 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;

12. 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

13. 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.

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

15. Technical Account Management Service Contract Center
Step Focus on data integrity.
Step Extend visibility out to resellers
Step 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.

16. 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.

17. 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

18. Service Certificate Process

19. Service Contract Center

20. 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

21. 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

24. 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

25. Questions? ?