Online Support: Call Deflection Calculations and Other Black Arts Janet Petersen IC Layout & Verification Support Manager Christine Egli Online Support Product Manager June, 2004 SCP Best Practices Showcase

Janet Petersen, Christine Egli, SCP Best Practices Showcase Agenda  About Mentor Graphics  Why Change?  Online Support Investments  Metrics and Call Deflections  Change Management  What Next?

Janet Petersen, Christine Egli, SCP Best Practices Showcase Mentor Graphics Wilsonville, Oregon U.S.A. Headquarters 300,000 Square Feet of Office & Laboratory Space 3,600 Employees Worldwide 1,000 at Wilsonville, Oregon Headquarters Revenues over $675 Million in 2003

Janet Petersen, Christine Egli, SCP Best Practices Showcase What is Electronic Design Automation (EDA)? n n The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. n n It is time-critical technology used to design the most complex system-on- chip (SoC) semiconductors & printed circuit boards. n n Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million.

Janet Petersen, Christine Egli, SCP Best Practices Showcase Introductions...  Mentor Graphics Corporation  A technology leader in Electronic Design Automation solutions  Established in 1981; 3700 employees worldwide  Annual Revenue: $675M+; Support Revenue: $250M+  350+ support professionals in 14 countries worldwide  8 SCP Certified Support Centers, 5 more planned in 2004

Janet Petersen, Christine Egli, SCP Best Practices Showcase Customer Support Division (CSD)  Vision  To be the Services leader in solving our customers’ design problems anytime, anywhere, any task  Mission  Eliminate the barriers between our customers and our technology  Establish Support as a competitive differentiator for Mentor Graphics  The only 5 STAR support in EDA

Why Change What’s Working?

Janet Petersen, Christine Egli, SCP Best Practices Showcase Compelling Events to Change Start-up Frenzy Project KCS North American Roll-out Knowledge-Centered Support Adoption Reactive > Proactive Contributing Editors SupportNet Today 1999 August 2000 December 2000 February 2001 December 2002 March 2003 Spring 2004 GTS - KCS

Janet Petersen, Christine Egli, SCP Best Practices Showcase

Online Support Investments “Make SupportNet the First Line of Support”

Janet Petersen, Christine Egli, SCP Best Practices Showcase SupportNet circa 2001

Janet Petersen, Christine Egli, SCP Best Practices Showcase SupportNet circa 2002

Janet Petersen, Christine Egli, SCP Best Practices Showcase SupportNet 2004

Janet Petersen, Christine Egli, SCP Best Practices Showcase Web Support Investments Knowledge Mgmt. Begins 2000 Established “First Line” goal Reg. Clean up Customer KnowledgeBase Launch New Search Platform New Service Request System Entitlements Infrastructure Acquisitions Defect Tracking, Notifications Mass Reg. Program KnowledgeBase Marketing Launch: Biggest Brain Contest Marketing Projects SupportNet Projects

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: First Support Resource SupportNet becomes the first line of support 20% change rank Co-Worker 20% Phone Support 20% Documentation 17% SupportNet 15% Internal Help Desk 15% SupportNet 25% Documentation 15% Phone Support 14% Co-Worker 12% Internal Help Desk 13% Source: Customer Support Annual Surveys

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: Service Request Source 27% overall in May

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: Newsletter Drives KnowledgeBase Usage Monday Distribution drives hi-volume Tuesdays Weekend Tuesday

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: Online “Resolutions” 6000 Resolved Service Requests in May

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: Calculating Monthly SupportNet “Resolutions” Fine Print: Examples illustrate July’03 statistics Assume a maximum of one problem per day Usage drivers based on spot-checks & TechNote title analysis Unique User Sessions/mo.  (5,294) Solve Rate =45% = 473 Rate based on customer response Why Customers Use SupportNet KnowledgeBase Critical Problem = % Non-critical Problem 35% Newsletter click-thru 20% Research 25% 5294 Total KnowledgeBase visits/month Step 1 : Step 2 : Step 3 : 473 critical problems solved by KnowledgeBase

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: Cost Savings The Delicate Dance of Characterizing Savings Customer Support Division Operating Budget 15% Resolved online 40% cost of knowledge 60% applied to other projects =$ 5 million we can spend on other projects, investments, etc.

Change Management

Janet Petersen, Christine Egli, SCP Best Practices Showcase  Proactive Knowledge Creation: Shift from reactive telephone support to proactive knowledge creation/sharing  Performance Plan  Director of Operations Quarterly Tour  Reporting of metrics, progress, kudos  Measure the right stuff (Balanced ScoreCard, KPI)  Publishing Metric  Goal: 50% of all TechNotes  Adoption Metric  Goal: 20% ‘Use in Workflow’  Communication from all levels of management  Celebrate early successes  Be realistic  Invest in infrastructure, time, resources Managing Change

Janet Petersen, Christine Egli, SCP Best Practices Showcase Backup: “Online Resolutions” Calculations Unique KnowledgeBase visits per month  Count of the number of users who used SNKB during the month  Assume a maximum of one problem per day per user Percentage of critical problems  Assume only one out of five visitors would have called to open a ticket  Based upon CAE spot checking, experience, and our effort to be conservative Solve Rate  Calculate by dividing the number of TechNotes that “solved the problem” by the total number of TechNotes rated during the month SupportNet KnowledgeBase Resolutions = (Unique Sessions per month) x (Percentage of acute problems) x (Solve Rate)

Janet Petersen, Christine Egli, SCP Best Practices Showcase Metrics: Internal Creation/Reuse vs. Call Volume

Janet Petersen, Christine Egli, SCP Best Practices Showcase Solving Problems Online Direct Customer Feedback “I had a problem, searched the site, and found an answer in about 3 seconds. Very nice!” “Amazing! I would have had no idea this was the (problem) cause.” “This is great! I did not have to bother anyone with my question. Thanks.” “This is one of the few times I've enjoyed being told where to go and what to do!” “You cannot improve it…perfect the way it is. Thank you for saving me a phone call.” “Complete solution, great.” “This was great. All I had to do was type in the error then a list came up and my problem was in the first result. This is a great tool to use and have.” “Exactly what I needed - worked like a charm.” “This is the best of all to answer the question!” “I discovered much faster startup of jobs with this setting changed! (-:” “This finally fixed a problem I have wrestled with for two hours. Thanks.”

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