1. Citect’s SCP Certification Journey. Challenges & Improvements Citect Global Support

2. Industrial Strength Solutions What is SCP? SCP = Support Center Practices Certification Program A program for ensuring service quality is delivered SCP quantifies the effectiveness of customer support Tight standards based on Industry best practices Guided by sponsoring Technology companies who contribute insight & perspective, defining key elements required for World-Class support delivery Focuses on Service & Support Administered by Service Strategies Corporation

3. Industrial Strength Solutions WHY SCP, WHY CERTIFY ? Why a certification program? EYE OPENER ! Validates Your processes Brings external recognition of performance & defines BP Competitive Edge It is not a “nice to have” anymore. IT IS A “MUST” TO HAVE to run an effective, customer satisfying and a revenue generating support center. Reinforce Customer Satisfaction Focus Establishes the standard for measuring quality support Focuses support organisations on processes and results

4. Industrial Strength Solutions How is SCP achieved? Through comprehensive on-site audits to ensure the SCP’s score of 100+ is met Companies must meet a minimum performance std for customer satisfaction to achieve SCP Certification SCP Certified companies maintain excellent customer satisfaction, which is key to any company’s success SCP Certified companies go through annual re-certification audits

5. Industrial Strength Solutions The SCP Certification Process Preparation time averages between 3 and 12-months A summary of the overall process steps is as follows: Review SCP Program Materials & Complete Self-Assessment Schedule a Project Kick-off Review with an SCP Auditor Develop a Project Plan to Target Activities and Timelines Execute on the Project Plan Seek feedback from SCP Auditors & organise Trial Audit The SCP program is truly a “do it yourself” program When ready, schedule the 2-day onsite Certification Audit Achieve Certification by Passing the SCP Audit

6. Industrial Strength Solutions SCP Journey

7. Industrial Strength Solutions Citect Global Support Center Facts Case Types Support Center handles Level 1, 2 & 3 Technical issues Escalate Level 4 issues to R&D arm of Support Engineer and Support Developers Data 20 Engineers (Level 1 & Level 2 issues) 4 Senior Engineers (Supervisors and Technical Specialist to handle Level 3 issues) 7 Support Developers (Level 4 Support issues)

8. Industrial Strength Solutions Citect Global Support Center Facts Customer Satisfaction Survey Top of Box score of 75% Overall Satisfaction score of 89.3 % Key Satisfaction Drivers Response time better than 80% of calls in < 30 seconds > 33% of calls resolved at 1 st contact < 10% calls escalated beyond Global CSC

9. Industrial Strength Solutions Customer Queue Time

10. Industrial Strength Solutions Email Response Time

11. Industrial Strength Solutions Calls Closed on 1 st Contact

12. Industrial Strength Solutions Call Duration

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14. Challenges Faced in SCP Certification 1. People (Very Important to get this right !) 2. Process (SCP has got great examples) 3. Technology (Suit your Support Center) 4. Culture and Motivation (Executive Team -buy in) 5. Time (Biggest) 6. Change Management (Staff Education via Fair Process)

15. Industrial Strength Solutions Challenge 1 - People Different length of service (company know how and services know how) Team has to be Service focused Willing to implement, accept and adapt to changes Availability to participate SCP Team consisted of: Global Director, CS Manager, TS Manager, ES Manager, Marketing Manager, Project Manager, Exec. Assistant Team led by Professional Project Manager

16. Industrial Strength Solutions Challenge 2 - Processes Processes that were okay Processes that were faulty New Processes we needed Process documentation (Very Tiring) Processes that we thought were OK !!! (Get a trial audit OR Talk to the SCP community)

17. Industrial Strength Solutions Challenge 3 - Technology Documenting technologies used (CRM Package, Troubleshooting Tools, Escalation tools etc) Statistics / Reporting on the effectiveness of the technologies used. Technologies being phased in & replaced – happens to every support center. It is important to make the right choice Time IN and TIMING of making technology changes / upgrades

18. Industrial Strength Solutions Challenge 4 – Culture, Motivation & Awareness Can do attitude Senior / Executive Management Support for SCP Budget - Time and Money Participation of the entire services team – making them part of this certification Company wide awareness – via effective communication Active involvement of other sections Allocation of a professional Project Manager

19. Industrial Strength Solutions Challenge 5 – Time (Biggest Challenge) Shortage as everyone had day jobs Even worse - because we set ourselves a tight timetable Achieved because we had: Professional and a committed Team Can-do culture and attitude Allocated time Regular review meetings – twice a week Reward Scheme / Incentive Program in place

20. Industrial Strength Solutions Challenge 6 - Change Management SCP is part of an ongoing improvement process SCP Preparation meant introducing some changes to perfect our support center Verify and Validate our existing procedures We needed to manage the change to get the best results Educate whole team. Make them accept these changes via fair process.

21. Industrial Strength Solutions Citect Score, Achievements and Lessons Learnt AFTER 6 months of preparation and sleepless nights! One day of “eye opening” trial audit !! Two “LONG” days of “GRUESOME” final audit !!! Considerable $$$$ WHAT DID WE SCORE, ACHIEVE & LEARNT ????

22. Industrial Strength Solutions Citect Score

23. Industrial Strength Solutions Achievements - Company For the Company First Australian Owned Company to be certified. Stronger presence with a very big competitive edge in the support and services market Easier for Sales team to Sell Support Increase in Support Sales and Revenue

24. Industrial Strength Solutions Achievements – Support Center & Team For the Support Center and the Team Validation of our Support Procedures – based on best practices in the Industry Increase in confidence while delivering Support Increase in Customer Confidence and Satisfaction Introduction of some new and improved procedures Recognition at Board Level

25. Industrial Strength Solutions Achievements – Management Team Active participation in improvement process led by SCP Introduction to the SCP community allowing exchange of “best practices” information. Celebrations, Recognition & Rewards

26. Industrial Strength Solutions Improvements Implemented A new “Event Survey” for Customer Satisfaction. Increase in frequency of “Periodic Survey” Increased emphasis on the Training Programs (Team building etc) Appointment of “Staff” Training Manager

27. Industrial Strength Solutions Improvements Implemented – Contd. A new disaster recovery plan. Problem Solving and Troubleshooting Course for the entire support team. More Strict Response targets – SCP Audit identified that are achievable for us. New Knowledge Management System New metrics for Ignored areas

28. Industrial Strength Solutions CLOSING TRULY DO IT YOURSELF SCP WILL GIVE YOU QUESTIONS ?? SCP WILL GIVE GUIDANCE SCP WILL GIVE EXAMPLES BUT - YOU WILL HAVE TO FIND / DEVELOP THE ANSWERS !! HARD WORK – NO MIRACLES TRULY WORTH IT

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