Jennifer MacIntosh Manager, Support Business Strategy Relative Priority Jennifer MacIntosh Manager, Support Business Strategy

About Cognos World leader in business intelligence (BI) Deliver software that helps companies improve business performance by enabling effective decision-making at all levels of the organization. 6 Global Support Centres World Class Support Organization 19,000 Supported Customers Tiered Support Program offering

Objective of Relative Priority To enable Cognos Customer Support Analysts to deliver the right level of service to the right customer. Help us determine the overall importance of a case coming into the Support Center.

The Situation Many Customers Different Value to the organization World wide geographies Different priority issues Time – Cases of various ages Lack of control in understanding which call would be answered next. Traditionally used colors and had analysts making decision based on colours. Time only changed a call colour Difficult for analysts to know all of these factors, and how to apply for each case.

The Challenge How do you prioritize cases with so many factors? Model prior – first in first out, squeaky wheel Challenge – the system will pick calls to work on – existing environment you as a analyst would pick (perceived loss of control) We want to pick the most important case in the queue as it relates to every other case in the queue. Create a Relative Priority calculation that considers all your factors.

The Factors We use Customer Segment Geographic Region Case Priority Age of the Case Support Program Level Not necessarily the perfect formula for every business, work for our business quite well. The point is you need to consider the factors that help you determine the value of a customer to your organization. The factors may be different in your business

Implementation - Phase 1 Customer Segmentation Divided customers into 5 buckets Based on total revenue contribution Rolling 3year period Updated monthly – automatically Stored in CRM database Geographic Regional Influence Different size deals in other geographies

Implementation - Phase 2 Support Program Level Tiered Support Higher level programs Faster response times More account management Case Priority Higher priority issues require faster response times Age of the case Older cases Backlog

The Math Create a value for each factor Index the values Present a simplified list or index Relative Priority = (Region Code Factor + Support Program Level Factor + Priority Factor + Elapsed Time Factor)/Total Factor

A quick look at Trakker

The Result Relative Priority calculated dynamically for each case Stored as a percentage value in CRM Displayed as a column Analysts use it to sort their backlog At at glance Enables analysts to know what case they should work on first

Factor Weighting Region Code Factor 1 40 2 30 3 15 4 10 5 100       Region Code Factor 1 40 2 30 3 15 4 10 5 100 Case Priority Factor 45 25 15 10 5 100 Support Level Factor 50 30 20   100 Elapsed Time Factor <2 5 <4 10 <6 15 <8 30 >8 40   100             1.7 Division Factor =