1. Mark Brannan Operations Director – Client Services Timberline Software

2. About Timberline: Software Developer/Vertical Construction and Real Estate Accounting/Estimating Software Technical Support Center – Software Support

3. The Support Center 110 Specialists, All Full Time – Exempt M-F 6 am – 5 pm 20,000 calls per month, AHT – 17 minutes Skills based routing w/prioritizing – 24 skills Staff average 4 hours incoming work per day

4. The old way – Performance Reporting Management by reports Dashboard reports via Crystal Reports, Reports, and more Reports

5. Performance Management Challenges Too much information Consistency of data analysis and actions across managers Not true Key Performance Indicators Data too reactive

6. Timberline’s big WOW’s Performance reporting is not the same as performance management The true value of KPI

10. Solving the Management Challenges Needed to move to true KPI’s –Specialists have control –Every measurement has a performance goal –Managers have consistent measures Focus on a limited amount of data Constant proactive feed of information

13. Some Baseline Measurements

14. Expected Results Improved Agent Performance – Reduced on-phone unavailable time – 47.3% reduction – Improved schedule adherence – 2.1% improvement –Reduced ACW time - 17% reduction Reduced management workload – 10% reduction