© 2010 numero - Commercial In ConfidencePage 1 Chain Reaction Cycles – numero introduction

© 2010 numero - Commercial In ConfidencePage 2 Agenda Introductions, statement of objective5 mins numero overview in the context of CRC5 mins Solution overview5 mins Solution demonstration25 mins Agent experience Reporting Service levels5 mins CRM capabilities5 mins Questions10 mins

© 2010 numero - Commercial In ConfidencePage 3 Objective To ensure that you have complete understanding of our RFQ response To understand the business driver for replacing topia To gain insight into any significant changes that have occurred since the RFQ was prepared To understand CRC’s current thinking around management, CRM and the overall customer strategy To provide answers to all of your immediate questions to give you absolute confidence to shortlist numero as a strategic partner/supplier

© 2010 numero - Commercial In ConfidencePage 4 Company Overview

© 2010 numero - Commercial In ConfidencePage 5 Overview Successful private company Substantial track record of innovation in multiple IT sectors 30+ blue chip customers Clients represent leaders in their field Mature & significant Partner support Structure 52 staff HQ in Manchester, UK About numero >£xx invested in R&D >30 blue chip clients 10 th year 80% of employees in software & services roles ► ◄

© 2010 numero - Commercial In ConfidencePage 6 © 2010 numero - Commercial In ConfidencePage 6 Our sectors Business Process Outsourcing 3 of the top 4 Retail The dominant & leading players Logistics Joint no.1 Public Good penetration Financial Services Largest credit reference agency Home Shopping 4 of the top 5 ►◄

© 2010 numero - Commercial In ConfidencePage 7 Who we provide management to: ►◄

© 2010 numero - Commercial In ConfidencePage 8 Solution Overview

© 2010 numero - Commercial In ConfidencePage 9 Solution overview

© 2010 numero - Commercial In ConfidencePage 10 Demonstrations

© 2010 numero - Commercial In ConfidencePage 11 Demo Overview Public Web Back Office Application numero interactive Hosted Pages (Forms, Chat, FAQ) Letters SMS Web Services Phone Events

© 2010 numero - Commercial In ConfidencePage 12 Specific Functions Multi language support Russian / Japanese Supported, categorised and passed to appropriate agent Follow ups reserved to agent Fully supported Work type prioritorisation Fully supported

© 2010 numero - Commercial In ConfidencePage 13 Reporting

© 2010 numero - Commercial In ConfidencePage 14 Reporting – Work load management ► ◄ Total view of work load in the queue Total view of resource availability Real time SLA monitoring and reporting Total view of work load in the queue Total view of resource availability Real time SLA monitoring and reporting

© 2010 numero - Commercial In ConfidencePage 15 Reporting – Agent productivity ► ◄ Integral queries, charts, reports and dashboards Standard management pack, plus user- defined Integral data marts – we store every action and provide an open schemer to develop custom reports Simple data export Integral queries, charts, reports and dashboards Standard management pack, plus user- defined Integral data marts – we store every action and provide an open schemer to develop custom reports Simple data export Agent productivity AHT 1 st time resolutions Time on work, time off work Work handled per shirt/per hour Number of cases reopened Etc Agent productivity AHT 1 st time resolutions Time on work, time off work Work handled per shirt/per hour Number of cases reopened Etc

© 2010 numero - Commercial In ConfidencePage 16 Reporting – Real Time Agent Stats ► ◄ Realtime Agent Activity Reporting Realtime ‘Ticker’ information displayed

© 2010 numero - Commercial In ConfidencePage 17 How do we support you?

© 2010 numero - Commercial In ConfidencePage 18 © 2010 numero - Commercial In ConfidencePage 18 Our components ◄►

© 2010 numero - Commercial In ConfidencePage 19 © 2010 numero - Commercial In ConfidencePage 19 Engage Study Playback Prove Approve Negotiate Implement Maintain numero act at a glance step-by-step process to establish the business case plus proposals that relate directly to the real world situations clients face ►◄

© 2010 numero - Commercial In ConfidencePage 20 © 2010 numero - Commercial In ConfidencePage 20 numero pro at a glance Professional Services Education Services Integration Services Development Services Technical Support Customer Care A complete portfolio of services to exceed client expectations throughout the entire project lifecycle ►◄

© 2010 numero - Commercial In ConfidencePage 21 Service Levels Critical Critical support calls are defined as situations where there is an extremely serious degradation to or complete loss of the services provided to yourselves by our solutions, such that your business is significantly affected. Moderate Moderate support calls are defined as situations where there is significant but not critical degradation the services provided to yourselves by our solutions Normal All other calls are classified as normal

© 2010 numero - Commercial In ConfidencePage 22 CRM Capabilities

© 2010 numero - Commercial In ConfidencePage 23 © 2010 numero - Commercial In ConfidencePage 23 CRM is Customer relationship management (CRM) is a broadly recognized, widely- implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. [1] Customer relationship management denotes a company- wide business strategy embracing all client-facing departments and even beyond. When an implementation is effective, people, processes, and technology work together to increase profitability, and reduce operational costs.customerssalesmarketingcustomer servicetechnical support [1]

© 2010 numero - Commercial In ConfidencePage 24 What is a CRM? Requirementnumero interactive Brings together information from all data sources within an organisation Transparently integrates numero’s self-building CRM data with back-office data sources and external data *1 Creates one, holistic view of each customer in real time.Creates single view of each customer in real time Provides an insight into the behaviour and value of customers Provides a rich source of customer data suitable for sales, marketing and customer service applications Automates critical business processes.....Provides powerful support for business process automation including enterprise case management applications Allows all customer facing employees to make quick yet informed decisions Allows all users to make quick yet informed decisions by aggregating customer information from multiple systems with integrated knowledgebase Supports the view of “how can this process better serve the customer” With an emphasis on business process streamlining, first time contact resolution and integrated case management numero is 100% focussed on improved customer service (with reduced contact centre costs) Allows for improved customer service, increased call centre efficiency, added cross-sell and up-sell opportunities, improved close rates, streamlined sales and marketing processes, improved customer profiling and targeting, reduced costs, and increased share of customer and overall profitability. Dynamic up sell / cross in telephony, web and services

© 2010 numero - Commercial In ConfidencePage 25 © 2010 numero - Commercial In ConfidencePage 25 Consolidated Reporting

© 2010 numero - Commercial In ConfidencePage 26 Questions 4 th October 2010