1. Jennifer MacIntosh Manager, Support Business Strategy
Relative Priority
Jennifer MacIntosh
Manager, Support Business Strategy

2. About Cognos World leader in business intelligence (BI)
Deliver software that helps companies improve business performance by enabling effective decision-making at all levels of the organization.
6 Global Support Centres
World Class Support Organization
19,000 Supported Customers
Tiered Support Program offering

3. Objective of Relative Priority
To enable Cognos Customer Support Analysts to deliver the right level of service to the right customer.
Help us determine the overall importance of a case coming into the Support Center.

4. The Situation Many Customers Different Value to the organization
World wide geographies
Different priority issues
Time – Cases of various ages
Lack of control in understanding which call would be answered next.
Traditionally used colors and had analysts making decision based on colours. Time only changed a call colour
Difficult for analysts to know all of these factors, and how to apply for each case.

5. The Challenge How do you prioritize cases with so many factors?
Model prior – first in first out, squeaky wheel
Challenge – the system will pick calls to work on – existing environment you as a analyst would pick (perceived loss of control)
We want to pick the most important case in the queue as it relates to every other case in the queue.
Create a Relative Priority calculation
that considers all your factors.

6. The Factors We use Customer Segment Geographic Region Case Priority
Age of the Case
Support Program Level
Not necessarily the perfect formula for every business, work for our business quite well.
The point is you need to consider the factors that help you determine the value of a customer to your organization.
The factors may be different in your business

7. Implementation - Phase 1
Customer Segmentation
Divided customers into 5 buckets
Based on total revenue contribution
Rolling 3year period
Updated monthly – automatically
Stored in CRM database
Geographic Regional Influence
Different size deals in other geographies

8. Implementation - Phase 2
Support Program Level
Tiered Support
Higher level programs
Faster response times
More account management
Case Priority
Higher priority issues require faster response times
Age of the case
Older cases
Backlog

9. The Math Create a value for each factor Index the values
Present a simplified list or index
Relative Priority =
(Region Code Factor + Support Program Level Factor + Priority Factor + Elapsed Time Factor)/Total Factor

10. A quick look at Trakker

11. The Result Relative Priority calculated dynamically for each case
Stored as a percentage value in CRM
Displayed as a column
Analysts use it to sort their backlog
At at glance
Enables analysts to know what case they should work on first

13. Factor Weighting Region Code Factor 1 40 2 30 3 15 4 10 5 100
Region Code Factor 1 40 2 30 3 15 4 10 5
100
Case Priority Factor 45 25 15 10 5
100
Support Level Factor 50 30 20
100
Elapsed Time
Factor
<2 5
<4 10
<6 15
<8 30
>8 40
100
1.7
Division Factor =