Service Strategies Certification Showcase March 18, 2004 Kevin Durio Director, Customer Service & Support Accounting Solutions Best Software-Small Business Division Key Elements of Improved Customer Satisfaction Results

Company Overview North America

Company Overview Peachtree Premium Accounting is the most comprehensive business management solution Peachtree provides! Not only is this new product packed with all the advanced accounting features found in Peachtree Complete Accounting 2004, it also provides more complex functions to meet the needs of a growing business! Timeslips has been established not only as the leader in time billing software, but also as the standard by which other time billing products are measured. From its informative reports, to easy-to-use menus, to innovative features found in no other product, Timeslips 2004 helps your business becomes more efficient, your billings become more accurate, and more of your time becomes billable. The #1 best-selling contact management solution — used by millions and praised by experts around the world. Get instant access to every contact detail to better manage and build your business relationships. Best Software-Small Business Division

Company Overview “At Sage, we see our business as helping small and medium-sized businesses to automate their business processes and transactions.”

Survey Methodology & Results

Survey Methodology Event Driven Survey Source: Array Services Group (CareCall, Inc) Method: Outbound phone / Frequency: Daily Survey Scale: 5 point Confidence: 95% (+/- 3%) Meeting Support Plan Commitment Future Purchase / Renewal Status Resolution Time Access Time Providing clear and understandable information Courteous service Overall satisfaction with Support

Initiatives towards Improvement Quarter I 2004 Scorecard Customer Satisfaction 93% PeachtreePeachtree TimeslipsTimeslips DacEasyDacEasy Shared Shared ServiceService Key Initiatives Staff Motivation & Retention Internal Quality Programs Advanced Training Results / Staff Feedback “It was evident during the 2003 SCP audit that Best Software-Small Business Division is committed to delivering a high level of Customer Satisfaction” 2003 Best Software-SB Audit Report

Staff Motivation & Retention

Staff Motivation and Retention  2001 Staff Movement Best Software-Small Business Division Customer Service & Support FY 2001 Reporting  Key Driver Analysis Data Knowledge of Analyst Ability to resolve issues in one call Ability to provide clear & understandable Information Analysts overall handling of the call Responsiveness

Staff Motivation and Retention  Clearly communicated career path with opportunities:

Staff Motivation and Retention 56% 6%

Staff Motivation and Retention  Quarterly business meeting & employee awards presentation: Quarterly key contributors in the area of Customer Satisfaction  Tuition reimbursement for continuing education  Individualized CBT Training access (ilearn.to) Monthly & Quarterly Star Performers Revenue Contribution Perfect Attendance Adherence Quality (Observations / Satisfaction) Call Efficiency Star Award Criteria

Staff Motivation and Retention

Internal Quality Program

Internal Quality Programs  Quality observations o Witness eQuality o 10 monthly observations per analyst o Observation score weighted based on Key Drivers, staff development, and current business needs:

Internal Quality Programs  Scheduled bi-weekly coaching sessions utilizing observed calls  Example of call observation trend reporting:

Internal Quality Programs (observation trend reporting continued….)

Internal Quality Programs  Team quality challenges

Internal Quality Programs  80% of support analyst team quarterly bonus based on Sat results  40% of support leadership performance portion of annual bonus based on Sat results Satisfaction Results FCRR Individual Sat Team Sat Quarterly Bonus Criteria

Advanced Training

 Disposition of all support incidents handled  Disposition of “Help Desk” incidents logged  Satisfaction Results by Call Disposition Type

Advanced Training  Sample of courses identified & implemented:

Advanced Training  Sample results of focused advanced training:

Results / Staff Feedback

 Daily Results Reporting

Results / Staff Feedback  Improvement input directly from the support team

Results / Staff Feedback  Regular development feedback to the support team Productivity Quality Revenue Contribution Employee Development Focus Balanced Performance Management Model

Results / Staff Feedback

Closing  Recognized by our customers as having made great improvements using the SCP program as a guideline.  How do we now convert recognized Customer Satisfaction into Customer Loyalty? Support Plan Renewals Add-on products & services Product Upgrades Migration Opportunities Customer Value for the life of their Business

Closing Thanks for attending!