Customer Support

What is Net Promoter System? Bain & Company conducted research across multiple industries to determine what question linked most closely with client loyalty behaviors In most industries the following question finished 1st or 2nd in correlation to loyalty behaviors How likely are you to recommend [Newscycle] to a friend or colleague? Receiving Surveys – maybe too many But we do use the responses Just a little bit about NPS and why we chose it How likely to recommend or Speak nicely about…..

What is Net Promoter System? Scale 0-10 Promoters: score 9-10, loyal enthusiasts Passives: score 7-8, satisfied but unenthusiastic Detractors: score 0-6, can damage brand business through word of mouth Severe Detractors: 0-3, extremely dissatisfied and vocal We don’t count 7’s and 8’s 9 and 10 are positive scores 0 through 6 are negative scores Wanted to provide you some context 0 – NEVER 10 – ABSOLUTELY We do not count 7’s and 8’s in scoring – not saying we ignore their comments

Review of the Net Promoter System Results How likely are you to recommend Newscycle Solutions to a colleague? Over 700 responses Scale 0-10 56% of you rated us in the 7-10 range Most common score given was 8 700 responses – THANK YOU! We want to get 100% in the 7-10 range if possible ALL in the 9-10 range We would like our most common score to be 9 or 10 We are not relaxing just because over 50% was higher than 7

Review of the Net Promoter System Results How likely are you to recommend Newscycle Solutions to a colleague? Unified product lines rated higher than Unlimited Pro products – rated the highest as a group Circulation product line – rated the highest as a product What does this mean, provides us with some direction and some understanding of how you, our customers are thinking

Review of the Net Promoter System Results Top suggestion categories for improvement Features/Functionality/Stability Support Response Time Communication We also asked for some free text on what you thought was wrong or could be improved We categorized every answer These were areas we started to better understand how we could address immediately

Review of the Net Promoter System Results From your input we look for ways to improve Executive, Director, Management meetings to discuss results Identify areas we need to improve Develop a plan to complete these improvements Now I will share some of these improvements and results

Progress – Response and Resolution Time All Support team members aligned within product teams Cross Training Enhanced product training programs Implemented a mentoring program for support analysts Build knowledge of key skills: Problem-solving, troubleshooting skills Case management Communication One of those top priority improvement suggestions Product Teams – Advertising Circulation, Content/Digital and Audience/Analytics

Progress – Response and Resolution Time Triage specialists Case assessment and proper routing to Support Analyst Support Analyst skills focused on resolving cases Accelerates resolution of cases Tracking improvements Case Resolution Time To Close Continuous increase in cases ‘closed same day’ Overall number of cases closed continues to improve Response Times: Triage Team – ensure issues are directed to the right recourse Training for support teams – reduce need for escalation

Progress – Communication Standard notification process Product upgrade information Technical bulletins Hosting outages Customer follow-up – reaching out Directors/Managers contact customers to discuss the NPS Score Better understanding of the areas where our team can improve We continue to develop new communication methods, some new ones you will see in our 2015 plan too

Progress – Improved Processes Implemented a case escalation process Critical case reviews Resulted in requests for corrective and preventative actions in the following areas Hosting Product Management Process Improvement Root Cause Analysis Change Control Process Product Management feedback This process defines how cases should or need to be escalated – reducing the amount of time an issue sits unresolved with a particular analyst

Progress – Improved Processes Closed Case Survey Average Ratings High 8’s and 9’s Complimentary of a majority of our analysts Invest in long-termers Developing a mentor program Developed Chatter Groups Closed case survey helps with customer communication Better understanding of where we can improve Helps us determine what new processes might be needed

2014 – Progress Update (Content/Digital) Documented testing procedures and custom solutions enabling mentoring of other support resources Developed monitoring/alert tools Identified time consuming issues in support – recommended development solutions Streamlined process for new users – In Development Password resets & AD account Page locking Citrix session locking Clean up of legacy features Monitoring and Alert Tools – have helped us become more proactive Reduced these time consuming issues allowing us to move onto others

2014 – Progress Update (Advertising) Documented software release workflow Interdepartmental communications Road map reviews Recurring case discussions with product team Critical case reviews Solutions recommended to product development Added debug logging with email functionality (CC interfaces) Standardize naming conventions

2014 – Progress Update (Circulation) Developed/enhanced utilities GL Setup Export Debug Monitoring Business Rule Export Utility to correct Auto Renew issues

2015 – Looking Ahead We have set challenging goals for 2015 Response and Resolution Time Communication Improved Processes Around these same areas you expressed as concern

2015 – Response and Resolution Time Implement Single After Hours Service Simplify after hours process Aggressively grow Knowledge Base and Customer Portal Continue improvement of self-service tools On-Demand videos NCS AdManager Pro Videos Knowledge Base Continue to improve Case close times - reduce backlog Training for support team Reduce need for escalation (quicker response to customers) Developing Advanced Technical Support team mentoring Working towards a single number or far reduced set of numbers We want to provide you easier ways to contact us to get your issues responded to quicker

2015 – Communication Expanding our Triage program Chatter groups NCS Advertising Group Standard notification process in place Directors/Managers contacting customers who give NPS feedback Developing customer Outreach program – more calls, more visits Chatter Groups: “The purpose of this group is to provide a forum where sites, that are using NCS advertising, can discuss topics and ask each other questions on best practices etc.”

2015 – Improved Processes Service to Support Transition Optimize hand off process from Services to Support Cross functional teams working to resolve recurring problems Monitor progress of development solutions to recurring issues Continue to develop proactive solutions - move away from reactive Salesforce – ease of use On-going changes for improvement Support team closely reviews each request Support Director works with Salesforce team to implement

You Are Important To Us! New Survey starts in July Please respond – Important to us, to help us help you! Please Mark us fairly (9’s and 10’s ONLY!) - Joking Tell us where we are failing – I can only put right what I know is wrong We get so wrapped up in the day-to-day sometimes I miss STUFF!

You Are Important To Us! New Survey starts in July Reach out! Please respond – Important to us, to help us help you! Reach out! Reach Out – Managers, Directors, VP’s – contact details are on the Portal

You Are Important To Us! New Survey starts in July Reach out! Please respond – Important to us, to help us help you! Reach out! What do you need help with? What would you like us to provide, to help you? We have provided videos, a great training tool, Knowledgebase (self help), easier access to our people

You Are Important To Us! New Survey starts in July Reach out! Please respond – Important to us, to help us help you! Reach out! What do you need help with? Continuous Improvement I hope you see the improvements, I can assure you we are working hard to implement them across the organization Development, Hosting and Support More importantly of course you need to see them happening otherwise we are changing the wrong things

You Are Important To Us! New Survey starts in July Reach out! Please respond – Important to us, to help us help you! Reach out! What do you need help with? Continuous Improvement Don’t be afraid to call me, call us CALL ME! CALL US! I cannot guarantee I will be quite this happy every time but I will try, I promise! Seriously……

Thank You!