© 2005 EMC Corporation. All rights reserved. Remote Support Personalised ~ Acting LocallyThinking Globally; Planning Globally;Delivering Locally;

© 2005 EMC Corporation. All rights reserved. Problem Statement Global Companies try to drive efficiency gains into a cost effective model. There are many obstacles that face such companies, some of which are: Increasing call volumes Language Difficulties Multi-language cultures

© 2005 EMC Corporation. All rights reserved. Mission Support of all service calls from our Customers, Partners from a single point of contact in the local language, to ensure the same global responsiveness and resolution. Vision Overall Systems Support Excellence For Integrated Software Storage Solutions Strategic Vision, Tactical Excellence Global Consistency In The EMC Experience

© 2005 EMC Corporation. All rights reserved. English Customer Support Remote Support Customer Field (Customer Service)

© 2005 EMC Corporation. All rights reserved. Customer’s dependence on Field Personnel Field change from their original Charter Increased Field Overtime Bill Indirect Costs Non-English Customer Support Extended Case resolution Inconsistent Case Handling Language Challenges Remote Support Customer Field (Customer Service)

© 2005 EMC Corporation. All rights reserved. America Australia Ireland 24x7 Customer Service Technician Global Customer & Field Non- English Customer & Field Language Support 24x7 Open & Resolve Case Only in English Remote Support SunNeverSets Global Technical Support

© 2005 EMC Corporation. All rights reserved. Level 0: One Point of Contact throughout the lifespan of the case Engage Field Troubleshoot the case Provide a solution or escalate accordingly Create Tracking Ticket Escalate to Level I Escalate to Level II CUSTOMER Language Support Role – Level 0

© 2005 EMC Corporation. All rights reserved. Two main Language Support Center functions –Call Registration –Call Resolution Deliver EMC standardized support services in the local language to all customers/partners Real-time 7x24x365 service call answering and registration services Accountable for customer satisfaction Own all open customer issues when dealing with next level support Strategy

© 2005 EMC Corporation. All rights reserved. Consistent Processes/Case Handling –Customer has one point of contact throughout lifespan of case –Language Support located within the Global Technical Support group, adhering to consistent global processes & procedures –Instant technical assistance –Local case tracking Either Lack of Tracking or inconsistent/untimely case tracking details Increase Customer Satisfaction –Level 0 responsible for customer satisfaction –No local accounting for software customer satisfaction Increase Local Productivity –Decrease overtime billing –Decrease incidental losses LESS THANRemote Language Support costs LESS THAN Local Field Service Why Level 0 Remote Support?

© 2005 EMC Corporation. All rights reserved. Bi-lingual –Fluent English & the local language Helpdesk handling and softskills Call Handling Systems capability Technical appreciation Technical jargon literate Level 0 Skills Requirement

© 2005 EMC Corporation. All rights reserved. Japan Pilot results Language Support – Live June ‘03

© 2005 EMC Corporation. All rights reserved. Call Registration Function: TIME TO ANSWER: –SSPA:80% within 5 mins –EMC:99% within 5 mins ABANDON RATE –SSPA:< 8% –EMC:< 4 - 6% ELECTRONIC SUPPORT REQUEST –SSPA:80% in 1 Hr –EMC:98% in 1 Hr RESPONSE TIME –SSPA:80% within 5 mins to Tech resource –EMC:99% within 5 mins INITIAL CALLBACK RESPONSE –SSPA:80% within 5 mins to Tech resource –EMC:99% within 5 mins Key Performance Metrics & Results

© 2005 EMC Corporation. All rights reserved. Call Resolution Function Expected: –> 40% cases resolved within the function, i.e. no escalation to Level 1 –< 60% cases escalated to Level 1 Actual: –60% - 70% cases closed within the function –30% - 40% cases escalated to Level 1 Key Performance Metrics & Results

© 2005 EMC Corporation. All rights reserved. –Customer Adoption Strategy Clear Communications regarding Change Provide details to customers about how to use Service Local field promote Language support during site visits –Local Customer Service Adoption Strategy Clear Communications regarding change Local Perception that Culture is not understood Regular scheduled Conference Calls Rotation Programs Gain commitment thru understanding. Show them “What’s in it for them” Resistance to Change Key Obstacles – Resistance to Change

© 2005 EMC Corporation. All rights reserved.

Increase –Customer Satisfaction –Employee satisfaction –First-time Fix –Employee retention –Quality of work –Dedicated customer Support Decrease –Local Overtime Bill –Indirect Costs, Sick Leave, etc –Level 1 Admin tasks –Case Resolution time Streamlined more effective support The success of the Language Support is directly related to the commitment of all local PersonnelThe success of the Language Support is directly related to the commitment of all local Personnel Successes

© 2005 EMC Corporation. All rights reserved. Japan Team(24*7)Japan Team(24*7) –Team:4  16 –Abandon Rate:~ 3% –Call Volume:1500 –Close/Escalate ratio: 61%/39% China Team(16*5)China Team(16*5) –Team:5 –Abandon Rate:~6% –Call Volume:1112 –Close/Escalate ratio:66%/34% Korea Team(16*5)Korea Team(16*5) –Team:5 –Abandon Rate:~6% –Call Volume:495 –Close/Escalate ratio84%/16% EMC Language Support - Today

© 2005 EMC Corporation. All rights reserved.