1. Simplifying Communications for the Customer Support Group (Concurrency Corporation)

2. Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 2

3. Executive Summary Your Customer Support Group currently faces a number of challenges related to merging call centers following a recent acquisition: The acquired call center uses outdated processes and technology to manage support calls Tier 1 call center staff cannot locate information or subject matter experts (SMEs), which results in high frequency of escalation The call center staff cannot coordinate ad-hoc meetings to resolve support issues in real time Excessive case resolution time Heavy reliance on email to resolve issues Lack of visibility into call center performance: no way to track support issues through resolution to improve performance Security and compliance vulnerabilities: no way to audit support cases to ensure security of sensitive customer data The net result is lost sales due to customer dissatisfaction 3

4. Engagement Participants Participant NameDepartmentRole (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) 4

5. Executive Summary Concurrency proposes expanding upon your current Office System 2010, Office Communication Server 2007 R2, and Exchange Server 2010 deployment to bring advanced presence, Instant Messaging and Conferencing capabilities, and support audit and compliance capabilities to the acquired call center The solution will require minimal investment and minimal changes to the existing communication infrastructure Implementing the proposed solution will provide you with: Faster customer problem resolution (from days to minutes) Reduce internal email and telephone calls (IM substitutes) Improved knowledge sharing via ad-hoc IM and conferencing Faster response to customer queries resulting in improvements in customer satisfaction Improved perception of Tier 1 support by customer Reduction in Tier 2 and Tier 3 case load by 50% 5

6. Executive Summary 6

7. Contents Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 7

8. Current State Process Analysis Tier 1 Receives Support Call Escalate to Tier 2Escalate to Tier 3 Reconnect with Customer Simplifying Communication – Current State Analysis Summary 8

9. Current State Process Diagram 9

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11. Current State Process Diagram 11

12. Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 12

13. Future State Process Analysis Routing Communications Process Phases – Analysis Summary 13 Tier 1 Receives Support Call Escalate to Tier 2Escalate to Tier 3 Reconnect with Customer

14. Level Of Complexity Low High Low 5 3 35 1 Value to Business Prioritized Process Solutions 14 1 Integrate case management solution with Exchange and Outlook (Exchange Server 2010) Enable ad-hoc voice, video and Live Meeting conferencing, unified messaging for real-time problem resolution (Office Communication Server 2007 R2) Enable IM with presence awareness and Subject Matter Expert groups (Office Communication Server 2007 R2) Deploy Office Communication Server 2007 R2 & Exchange Server 2010 telephony to acquired call center (Office Communications Server 2007 R2, Exchange Server 2010)

15. 15 Future State Process Diagram

16. Anticipated Benefits - Process IDProcess Phase Improvement Description BenefitsTechnology Leveraged KPI Impact(s)Affected Stakeholders 1 Tier 1 Receives Support Call Problem resolution escalated and resolved in real-time Tier 1 has real-time access to SMEs in other tiers via IM, video chat, and live meeting Tier 1 is single point of contact throughout call Faster issue resolution Audit trail of issues Reduce cases that need formal escalation to higher tiers. Fast, real-time resolution to customer problem Reduce reliance on emails/calls. Tier 1 remains single interface to customer Office Communication Server 2007 R2 25% reduction in emails from Tier 1 25% reduction in calls (between tiers and SMEs) Customer Tier 1,2,3 Support Support Management 2 Escalate to Tier 2 Step eliminated Step is replaced by real- time connection to Tier 1 via IM and ad-hoc conference capability (customer optional) Better collaboration with Tier 2 Reduces cases that need formal escalation to Tier 3 Office Communication Server 2007 R2 Office Live Meeting 50% decrease in Tier 2 case load 10% decrease in support management Customer Tier 2 Support Support Management 3 Escalate to Tier 3 Step eliminated Step is replaced by real- time connection to Tier 1 via IM and ad-hoc conference capability (customer optional) Better collaboration with Tier 1 and 2. Office Communication Server 2007 R2 Office Live Meeting 50% decrease in Tier 3 case load 10% decrease in support management Customer Tier 3 Support Support Management 4 Reconnect with Customer Step eliminated in 99.9% of cases Real-time problem resolution Improved customer perception of Tier 1 Office Communication Server 2007 R2 Office Live Meeting 50% decrease in customer call- backs (toll calls) 10% decrease in support management Customer Tier 1 Support 16

17. Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 17

18. Adoption & Implementation Planning Summary IDImprovement Description Resources RequiredImplementation Owner Additional Stakeholders Notes 1Deploy Office Communication Server 2007 R2 & Exchange Server 2007 R2 telephony to acquired call center Access to Support organization resources and descriptions Support ManagerTier 1-3 IT Near effortless rollout due to flexible deployment options, sub-domain segmentation, and scalable server architecture 2Enable IM with presence awareness and Subject Matter Expert groups Access to Support organization resources and descriptions and IT Dept. Support ManagerTier 1-3 IT Some training 3Integrate case management solution with Exchange and Outlook Access to and time from Contoso IT Department and Support organization databases Support Manager Tier 1-3 IT Customer info may not have been collected 4Enable ad-hoc voice, video and Live Meeting conferencing, unified messaging for real-time problem resolution Access to and time from Contoso IT Department Support Manager Tier 1-3 IT 18

19. Potential Adoption Roadblocks Stakeholder Group Anticipated Resistance to ChangeDegree to which Resistance will Limit Initiative Success Support Management None N/A Tier 1 New process and additional pressure to resolve solutions in real-time. Lack of training High Tier 2 New process, staff may feel that this is an increment to current workload. Minimizes customer interaction. Fear of downsizing. Mid Tier 3 New process, staff may feel that this is an increment to current workload. Minimizes customer interaction. Fear of downsizing. Mid IT Dept. Security implications, additional clients to manage Low 19

20. Adoption Roadblock Mitigation Actions by Stakeholder Adoption Category Support ManagementTier 1Tier 2-3IT Dept. Awareness Awareness generating communications via email, newsletters, manager meetings, etc., targeted to stakeholder group and concerns Vendor and implementer presentations discussing IT issues such as security and user/client support. Value Demonstration Emphasize process and productivity improvements to specifically to KPIs like speed of case resolution and customer satisfaction survey results.. Emphasize value to company as well as importance of pilot-testing; provide case studies and whitepapers related to virtual training to demonstrate how other companies have successfully implemented solution Demonstrate both improvement in productivity through quick hits and quick wins; also show overall process improvements and estimated financial impact for company. Provide useful tactical training to support roll- out. Demonstrate business commitment to the initiative and willingness to dedicate training resources so as not to overburden IT. Show estimated financial and customer satisfaction impact. Integration & Alignment Ensure proposed solutions/ initiatives are aligned with both with business and IT strategy and direction 20

21. Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 21

22. Next Steps Review presentation and proposal with decision maker(s) and stakeholders for approval Consider an Exchange Deployment Planning Services (EDPS) follow-up engagement Execute work order for project Schedule kick off meeting for week of _____ and weekly status meetings Propose schedule: A) Deadlines for initial milestones, or B) Date to finalize initial milestones 22