GloCARE A Unified Customer Service Solution for Gloco Team5® Lillian Lee Eric Miller Gabriele Fariello Mark Legere GloCARE for Gloco by Team5 1

Equipment Service and Support (ESSO) 3 Divisional Siloes Consumer Product Practices Industrial Corporate Alignment 3 Service Organizations Already Streamlined Sales, Finance, HR, IT Customer Service and Support Still Silo’d Costs and Teams are Growing Exponentially Quality is Suffering Industrial AdministrationDevelopmentOperationsDatabaseApp Support IT Infrastructure Practices AdministrationDevelopmentOperationsDatabaseApp Support IT Infrastructure Consumer AdministrationDevelopmentOperationsDatabaseApp Support IT Infrastructure GloCARE for Gloco by Team5 2

Team 5 Solution Proposal Gloco Standardizes on Service Cloud by Salesforce Team5 provides Service Cloud by Salesforce Develop, Test, and Deploy Manage Level 7 and support Gloco Team5 supports Reorganize Equipment Services & Support Org Process Flows Define Requirements Develop and Support Initial Data Load Provide System Support and Training Support User Awareness Efforts GloCARE for Gloco by Team5 3

GloCARE Products ESSO AdministrationDevelopmentOperations Service Cloud Data ObjectsApplicationsRules GloCARE for Gloco by Team5 4

Business Requirements Consolidate Divisions onto Single Solution Normalize Process around Capabilities (not Division) Restructure Personnel around New Processes Modernize Support Tools and Channels Add New Customer Touch Points Mobile, Browser, and Native Apps Self-Help Portals Social Media Access Customization and Extensibility Digitize Communications Centralize Reporting Capabilities Improve Efficiency and Quality GloCARE for Gloco by Team5 5

Technology Tasks Consolidate Systems Prepare Legacy Systems Flash Cut Data Implement ONE Instance of Service Cloud Implement Service Cloud Build Core Infrastructure Customize and Configure Develop Social Media Interfaces Integrate Service Cloud with Back-Office Build Out Technical Teams Technical Services Supports Internal Teams Develops Standard Interfaces Professional Services Supports Large Customer Integrations GloCARE for Gloco by Team5 6

Success Metrics Technology Repurpose 5 servers Increase Uptime 94.5% to 99 Business Reduce Customer Interactions by 5% Reduce CSS personnel costs by 8.5% Reduce Incident Resolution Time by 40% Increase Self-Help Volume by 15% GloCARE for Gloco by Team5 7

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Web Query Service Architecture Middleware Gateway Bridges Divisional Data Product Serial Number Contract Database Product Information Secure Infor + Salesforce Independent of ERP migration Minimally invasive Minimal hardware requirements Layer 7 Technologies GloCARE for Gloco by Team5 9

Deliverables OwnerDateDeliverable Process Reengineering Gloco & Team5®2/4/2013Final CSS Organizational Chart & Documentation Gloco & Team5®2/4/2013Process Flow Documentation Gloco4/15/2013Process Reengineering Implementation Plan Data Migration Team5®3/7/2013Case Object Documentation Team5®3/18/2013Data Mapping Documentation Team5®3/21/2013Data Loading Software Documentation Team5®3/22/2013Loading System & Data Back-End Integration Gloco1/28/2013All Existing Back-End Systems Documentation Level 72/28/2013Operational Web Query Server VM & Documentation Level 72/28/2013Operational Secure Reverse Proxy & Documentation Level 73/4/2013Operational Source Control System & Documentation Level 73/13/2013Connector Code & Documentation Level 73/26/2013Integration Testing Report Team5® & Level 73/27/2013Fully Operational Web Query System Customer Awareness Campaign Gloco4/16/2012Plan & Report Training Gloco1/28/2013All Existing Customer Service Documentation Team5®6/7/2013CSR Training Material Team5®6/14/2013Admin Training Material Team5®6/21/2013Integration Training Material Team5®6/28/2013K-Base Training Material Deployment Team5®6/28/2013Deployment Schedule Document Team5®7/3/2013Data Load Report Team5®8/1/2013User Acceptance Report Team5®8/5/2013Operational Readiness Report Team5®8/6/2013Unified Customer Service & Support System GloCARE for Gloco by Team5 10

Project Planning Hardware & Data Recommend Redundant System Flash-Cut Approach Migrate Legacy Data to Service Cloud Non essential legacy object attributes and metadata mapped to “comments” Legacy systems taken off-line (on standby) immediately after go-live Backup Disaster Recovery Rollback GloCARE for Gloco by Team5 11

Operational Readiness Reengineering and Reorganization Hardware Software Personnel Gloco Requirements Risks and Constraints Time & Costs Legacy Constraints Salesforce Service Level Agreement (SLA) Single Vendor Reliance Training 5 Train the Trainer Session Ongoing Training GloCARE for Gloco by Team5 12

Project Plan GloCARE for Gloco by Team5 13

Customer Impact Current Access Channels Unchanged , Telephone, IVR Convert Knowledge Base and Docs Preserve When Possible Some New URL’s New Channels Social Media Support Forums K-Base Existing URL’s Repurposed External Campaign Account Manager Outreach Sales Rep outreach Practice Website Updates campaign GloCARE for Gloco by Team5 14

Costs and Justifications Business Justification Better work flow management Improved self-help capacity Social media reduces CS requirements and increases presence Consolidation 3 call centers onto a single communication center Reduced down time Cost Benefit Analysis Hardware reduction +$87K Support reduction +$235K Licensing increase Salesforce license -$200K Reduce customer Interactions 5%, $700K Reduce CSR head count 6% +$1.2M Reduce management head count 32% +$1.93M Total +$3.25M GloCARE for Gloco by Team5 15