“Raising the bar in Customer Service”

2Mercury Confidential & Proprietary Agenda Mercury Introduction Structure/Evolution of CSO Where we were Overview of needs assessment What we did - how we got there Where we are Moving forward Q&A

3Mercury Confidential & Proprietary Applications Business Technology Optimization BUSINESS IT GOVERNANCE Demand Are we working on the right things? Are we doing them right? Are we delivering business value? DEVELOPMENT INFRASTRUCTURE APPLICATION MANAGEMENT APPLICATION DELIVERY

4Mercury Confidential & Proprietary Mercury’s BTO Offering Portfolio IT GOVERNANCE MERCURY IT GOVERNANCE CENTER™ Foundation Resource Management Change Management Program Management Demand Management Time Management Project Management Portfolio Management Financial Management Dashboard APPLICATION MANAGEMENT APPLICATION DELIVERY MERCURY QUALITY CENTER™ Dashboard TestDirector Requirements Mgmt Test Plan Test Lab Defect Mgmt Functional Testing QuickTest Professional WinRunner Business Process Testing LoadRunner Diagnostics (J2EE,.NET, SAP, Siebel, Oracle) Tuning Capacity Planning Global Management Foundation Dashboard End User Management Service Level Management Diagnostics (J2EE,.NET, SAP, Siebel) Application Mapping System Availability Management Dashboard Foundation Managed Service In-house Deployment Combination Solutions available for: J2EE.NET SAP Siebel Oracle PeopleSoft DELIVERY OPTIONS MERCURY BUSINESS AVAILABILITY CENTER™ MERCURY PERFORMANCE CENTER™

5Mercury Confidential & Proprietary Mercury Customer Support Centralized 3-tiered model ~ 50 engineers – UK/Israel based High complexity, low volume Approximately 3000 SRs per month Multi-lingual support – 11 languages Direct communication with T2 and R&D

6Mercury Confidential & Proprietary Mercury CSO Structure Director - CSO, EMEA Tier 2 Centre Managers (4) Operations Manager Support Delivery Managers (2) Tier 1 Engineers (40) Tier 2 Engineers (10) CSR Team Leader CSR Reps (3) Tier 3 (R&D) VP- Technical Services

7Mercury Confidential & Proprietary Where we were… Centralised EMEA CSO Stabilised environment Customer Sat was OK Wanted the next level Needed help

8Mercury Confidential & Proprietary Starting Point… SCP Certification Kicked off framework – lots to consider… Consistency with mission/objectives CSO Mission: “Make Our Customers Successful - Help them derive Maximum Value from Mercury” Collaboration with US counterparts Alignment of Soft skills Customer Segmentation Plan

9Mercury Confidential & Proprietary Strategy for moving forward Set foundation for formal soft skills coaching/training The plan… Monitoring 1-2-1s Mentoring Refreshers

10Mercury Confidential & Proprietary The Challenge… How to influence those who “don’t need help”? Needed quick-wins Proven models/strategies Relevant content Wanted Ongoing mileage Point of reference for planned coaching/training Translate into results

11Mercury Confidential & Proprietary Considerations… Internal versus external delivery Methodology Holistic “process” versus isolated “sessions” Content Proven models/strategies Implement quickly Credibility Market acceptance/recognition Understands Support environment Cost

12Mercury Confidential & Proprietary Areas of development Understanding “you“ & “them” why do I always get the crazy ones…? Confidence from the start Difficult customers Setting expectations (internally/externally) Customer Segmentation “Better” and “More Better” service…

13Mercury Confidential & Proprietary Certified Support Professional Advantages 3 step certification methodology Pre-course consultation Flexible, interactive facilitation Competency assessment Benchmark for follow up coaching/training Ties into SCP Certification Industry Recognition (global)

14Mercury Confidential & Proprietary CSP modules Communication Fundamentals Information Gathering Building on Communication Basics Challenging Customers Maintaining Confidence and Credibility Effective Teamwork Personal Development Support Processes and Tools

15Mercury Confidential & Proprietary Follow up - what we’ve done CSP influenced phone coaching Link to Phone Coaching doc Developed with input from employees Regular consistency sessions Helping to identify further areas for training New hire soft skills training programme CSP tied to Career development plan (all tracks)

16Mercury Confidential & Proprietary In addition to soft skills Re-focussed recruitment strategy Balanced candidates Customer-centric Revamped CSO interview process Interview training Interview consistency Interview questions Group dynamics

17Mercury Confidential & Proprietary Where we are Customer Sat moving up (increased top box scores) All engineers, coaches, managers are CSP certified CSP material is “the” point of reference Negotiation Confidence Professionalism Questioning Differences

18Mercury Confidential & Proprietary What we need to do next… Align CSAT, soft skills, coaching feedback with material Introduce end-to-end programme intranet, accessible by relevant personnel Continue with regular refresher training modules based on feedback from surveys, complaints, monitoring etc. Revisit internal employee survey

19Mercury Confidential & Proprietary CSO Quality Programme Customer Strategy Continuous Improvement Phone Monitoring/Coaching Soft Skills Training New Hire Refresher SR Surveys Effective Leadership Career Development Plan CSP

20Mercury Confidential & Proprietary Questions?