1. Simplifying Operations Lorna Darley, Jim Wilson & Gerry Scollan & Teresa Zwarg - Comparex

2. We’ve heard your feedback:
Big Picture
We’ve heard your feedback:
Business Relationship
Communications
Challenging engagement
Variable Quality
Variable Quality
“If we have a query that needs to be escalated within MS it takes too long for a resolution”
Programs
“Difficult to determine which avenue to address queries to…”
Systems & Tools
ESA Fees
“There are cases when we are send to find the information somewhere else (local LSS etc). I think we should receive a clear response for our questions.…”
Readiness
Invoices
“Often orders for OLS and Azure are not processed correctly and rules are very unclear…”
Turnaround Time
Online Services
Returns
“Now, we should use about 10 different webtools to make business with Microsoft. Every tool has different login system, different database…”
Product Download
Query Manage
“Explore.MS: - not user friendly, cluttered, bad performance - information are not easy to find…”
Support inefficiencies
Accuracy and speed
Credit Services
Transaction Accuracy
Channel Incentives
“CLT responses are hit and miss. Standard non-complex queries are generally fine. However, the more complex queries always lack detail and information…”
Rebates
“The detailed answer to a request is usually received after repeatedly asking the question.…”
OAM Service
Fulfilment
Credit Adjustments

3. Let’s Break New Ground Together in…
Variable Quality
Accuracy and speed
Quality in a complex environment
Complex Query Management
EA Contracting Simplification
Challenging engagement
Variable Quality
Support inefficiencies
Accuracy and speed
Support inefficiencies

4. Quality in a complex environment | Current Situation
Variable Quality
Accuracy and speed
Simplicity and quality are tied
Improvement opportunities exist throughout the process

5. Quality in a complex environment | Key Learnings & Implications
Quality inbound
Pre-Validation
Pre-Entry
Quality outbound
Agent Training and Certification
Quality Dashboard
Validation Matrix – simplify rules and ‘non-negotiable’
Variable Quality
Accuracy and speed

6. Quality inbound Quality outbound
Quality in a complex environment | Next Steps & Key Actions To Be Taken
Variable Quality
Accuracy and speed
Quality inbound
All Partners Utilize Pre-Validation Service March FY 14
50 % of All Pre-Validations pre-entered June FY 14
Pre-Entry expanded to include VLSC Aug FY 15
Quality outbound
Customer Re-signs <2% June FY 14
2 Days given back per year
First Pass Yield >92% June FY 14
20 days given back per year
Reduce credits for EOC errors by 30% June FY 14

7. Complex Query Management | Current Situation
Challenging engagement
Variable Quality
Support inefficiencies
P&F
OPERATIONS
23.86
900 hrs
11.38
49+ 17 12
PartnerSource
GetHelp
Partner
CLT
CAP tool
Live Chat

8. Complex Query Management | Key Learnings & Implications
Challenging engagement
Variable Quality
Support inefficiencies

9. Complex Query Management | Next Steps & Key Actions To Be Taken
Challenging engagement
Variable Quality
Support inefficiencies
Desired Outcome
Activity
Milestone
First-time query resolution
Pilot for EA within UK
Jan-Jun FY 14
Quality & complete answers
Agent customer care training
Jun FY14
Improved self-help options
Self-help query tracking
Feb FY14
Single Entry point
On-going re-design of Access Strategy
Pilots
Learning
FY14 – FY15 & beyond
Self-service options
Release of self-service for
Contact Changes
Status Updates
August FY15

10. EA Contracting Simplification
Its Complex
Competitive Landscape
Today
Customer
VLA
Deal Desk
Pre-Val
EA SPOC
BDSG

11. EA Contracting Simplification
The Future
Contract Optimisation
Deal Assessment
Quoting
Pre-Validation +
Single Entry point
One Microsoft
Desired Outcome
Activity
Milestone
Consolidate Contract Management
Pilot for EA within WECA & Netherlands
Jan-Jun FY 14
Single Entry point
On-going re-design
FY14 – FY15 & beyond

12. Summary | Where Are We Going?
To...Predictable High Quality
To...Respecting your time with right first-time answers
To...Simple
Quality
From...Variable experience
Query Management
From...Stealing your time with multiple answers
EA Contracts Process
From...Complex

13. Thank you.