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How to Win the eSupport Game!
Sean Kelly – eBusiness Program ManagerSean Kelly eBusiness Program Manager
Allan T. Grohe Jr. - Senior Knowledge Engineer
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
AgendaIntroduction to Juniper Networks and our eSupport initiative
Agenda
initiativeDetermining the proper eSupport metrics to track
• Analyzing case volume to discover where you can impact d ti hil k i t ti fi dcase reduction while keeping your customers satisfied
• Proper gap analysis to determine the appropriate level of investment and priority for site enhancementsy
The Marketing Plan eSupport ROIQuestions
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net 2
About Juniper Networks
Juniper Networks offers 24x7x365 electronic/onlineJuniper Networks offers 24x7x365 electronic/online support, telephone support and on-site support which are integrated for a seamless support experience for
l d t d tour valued customers and partnersDirect (via company employees) 40%, Indirect (via channel or outsource partners) 60%channel or outsource partners) 60%Juniper Networks serves the world’s Top 25 Telecom Service Providers and over 75 percent of the Fortune 100100 Juniper Networks serves the global Telecom Service Provider, Enterprise, SMB, Government, and
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
, p , , ,Research and Education markets
A Gl b l N t ki & S itA Global Networking & Security Infrastructure Market Share Leader
Service Provider Routing: #2, Gartner Service Provider Core Routing:
SSL VPN: #1, Infonetics Research Leadership Quadrant, Gartner SSL VPN M i Q d t #2, Gartner
Service Provider Edge Routing: #2, Gartner
SSL VPN Magic QuadrantLeadership Quadrant, Gartner Network Firewall Magic Quadrant BRAS: #2, Gartner
Security Industry Vendor: #2, Infonetics Research
QuadrantApplication Acceleration: Leadership quadrant, Gartner Magic Quadrant
Firewall: #2 in High-end Firewall, Infonetics ResearchHigh-end Enterprise Routing: #2, Synergy Research
Magic QuadrantIPS: Leadership Quadrant, Gartner IPS Magic Quadrant
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Synergy Research
Over 8000 Customers WorldwideService Providers EnterprisesService Providers Enterprises
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Annual Service Revue and Percent Growth Y-o-Y
$400,000$450,000
350%400%
ar
Juniper’s Customer Service LOB is a Profit and Loss Center
Juniper’s Customer Service LOB is a Profit and Loss Center
$50 000$100,000$150,000$200,000$250,000$300,000$350,000
Reve
nue
in
Thou
sand
s
50%100%150%200%250%300%
Perc
ent G
row
th Y
eaO
ver Y
ear
and Loss CenterFY 2006 Revenues of $410M with Blended Gross Margins Across the
and Loss CenterFY 2006 Revenues of $410M with Blended Gross Margins Across the
$0$50,000
FY 2000FY 2001FY 2002FY 2003FY 2004FY 2005FY 2006
Fiscal Year
0%50% P
Q t l S i R d P t G th Y Y
Service Portfolio of 54%Service represents ~18% of total company revenue
Service Portfolio of 54%Service represents ~18% of total company revenue
Quarterly Service Revenue and Percent Growth Y-o-Y
$80,000
$100,000
$120,000ou
sand
s
80%
100%
120%
th F
rom
r A
Yea
r r
Service revenue per Service employee is $650KService LOB is supported
Service revenue per Service employee is $650KService LOB is supported
$0
$20,000
$40,000
$60,000
Reve
nue
in T
ho
0%
20%
40%
60%
Perc
ent G
row
tSa
me
Qua
rter
Earli
erService LOB is supported by 630 employees worldwideService LOB has its own
Service LOB is supported by 630 employees worldwideService LOB has its own
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Q2'03
Q3'03
Q4'03
Q1'04
Q2'04
Q3'04
Q4'04
Q1'05
Q2'05
Q3'05
Q4'05
Q1'06
Q2'06
Q3'06
Q4'06
Fiscal Quarter
Service LOB has its own Marketing and Sales teams
Service LOB has its own Marketing and Sales teams
J i N t k S i P tf liJuniper Networks Service PortfolioModular service offerings provide flexible and
t i bl i tAdvanced Advanced ConsultingConsultingAdvanced Advanced ConsultingConsulting Design, Migration,
OptimizationDesign, Migration,
Optimization
CertificationCertification
customizable services to meet unique business requirements
EducationEducationEducationEducation
Resident EngineeringResident Engineering
Technical TrainingTechnical Training
ff
Proactive ServiceProactive Service
ImplementationImplementationImplementationImplementation Project Management
Service Management Customer-Focused SupportCustomer-Focused Support
JTAC Escalation & Software SubscriptionJTAC Escalation & Software Subscription
ImplementationImplementationServicesServices
ImplementationImplementationServicesServices
Remote Configuration Onsite Installation
Project Management
JJ CCJJ CC
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
JTAC SupportJTAC Support
J AC Escalat on & Software Subscr pt onJ AC Escalat on & Software Subscr pt on
Logistics & Onsite ServicesLogistics & Onsite Services CSC Web SupportCSC Web SupportJJ--CareCareJJ--CareCare
Global Juniper Networks Technical AssistanceGlobal Juniper Networks Technical Assistance Centers (JTAC)
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
16 JTAC centers worldwide24 x 7 x 365 operation
200+ JTAC Engineers Worldwide>10,000 Support cases per month
How eSupport Fits into Juniper’s Overall
E bl t h d d i t ffi i
How eSupport Fits into Juniper’s Overall Customer Service Strategy• Enable greater reach and drive greater efficiency• Reach customers and partners where they are
and where they prefer to be servedand where they prefer to be served• Enable users to reach the information, answers,
and tools that they need, the first time, via their f d di f i tipreferred medium of communication
• Going beyond simple search to bring content classification, natural language processing,classification, natural language processing, information extraction and analytics to bear to help users find the right information in just a few clicks
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
clicks
Hi hl A il bl M lti Li l Sit
Our Customer’s eSupport Expectations• Highly Available• Intuitive User Interface• Robust Support Content
• Multi-Lingual Sites• Bug Database• Robust and Intuitive• Robust Support Content
• Robust Search Engine• Consistent Presentation
• Robust and Intuitive Knowledge Base
• Case Management• Guidelines and Policies• Service Contract
M t C t
• Technical Bulletins• Multi-Lingual Technical
DocumentationManagement Center• Software Downloads• Forums and
Documentation• White Papers• Configuration Guides
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
• Forums and Communities
Configuration Guides• Web-based Tutorials
Getting eSupport Religion
Actual JTAC Case Volume
50000
250003000035000400004500050000
of C
ases
CSC Support Site Launched
eSupport Team Formalized
NetScreen Acquisition Integration
05000
10000150002000025000
Num
ber
Q1'00
Q2'00
Q3'00
Q4'00
Q1'01
Q2'01
Q3'01
Q4'01
Q1'02
Q2'02
Q3'02
Q4'02
Q1'03
Q2'03
Q3'03
Q4'03
Q1'04
Q2'04
Q3'04
Q4'04
Q1'05
Q2'05
Q3'05
Q4'05
Q1'06
Q2'06
Q3'06
Q4'06
Juniper Networks Fiscal Quarter
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
A Th h A l i f C V l• Beyond feedback, a thorough analysis of our case volume, reveals what
t ll d i O l b t l d t di th ’ t l
A Thorough Analysis of Case Volume
users are actually doing. Only by truly understanding the users’ actual support usage can we drive more efficiencies into our support model
Actual JTAC Case Volume
40 00045,000
50,000
CSC RedesigneSupport Team Formalized Redline, Peribit New KB & Forums
20,00025,000
30,00035,000
40,000
ber o
f Cas
es
gNetScreen Integration Kagoor
Integration
05,000
10,00015,000
Q2 '04 Q3 '04 Q4 '04 Q1 '05 Q2 '05 Q3 '05 Q4 '05 Q1 '06 Q2 '06 Q3 '06 Q4 '06
Num
b
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Q2 '04 Q3 '04 Q4 '04 Q1 '05 Q2 '05 Q3 '05 Q4 '05 Q1 '06 Q2 '06 Q3 '06 Q4 '06
Juniper Networks Fiscal Quarter
Understanding Our Target Audience
P3/P4--eSupport FocusCustomer designated Low PriorityCustomer-designated Low Priority
Q4 ‘06Q3 ‘06Q2 ‘06Q1 ‘06Q4 ‘05Q3 ‘05
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
13
85% of all Customer-designated low priority/low85% of all Customer-designated low priority/low complexity cases involve targets
Q4 2006 P3/P4 Case Breakdown By Series
NetScreen NSM/GPRO
T-Series2%
NetScreen IDP2%
WX-Series2% NetScreen Firew all/VPN
NetScreen SSL VPN
N/A (Customer Care/Non Technical)
M-Series
NetScreen Firew all/VPN34%
E-Series6%
NetScreen NSM/GPRO3%
M-Series
E-Series
NetScreen NSM/GPRO
T-Series
WX-Series
NetScreen IDP
M-Series10%
Please Specify (Red Alert or CCare)
DX-Series (EX, TX)
J-Series
VF-Series
JUNOS/JUNOSe Mgmt
AAA/802 1X SW (F k)
N/A (Customer Care/Non Technical)
AAA/802.1X SW (Funk)
CTP-Series
MX-Series
Unif ied Access Control/IC
G-Series
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
NetScreen SSL VPN18%
Technical)17%
Sniper approach vs ‘Spray & Pray’• These 5 series of products command most of our focus and resources• Priority is on Firewall and SSL as their trends are on the rise
Sniper approach vs. Spray & Pray
P3P4
Priority is on Firewall and SSL as their trends are on the rise• Customer Care flat, but cases are low complexity = Low-Hanging Fruit
Top 5 P3/P4 Case Load By Product Series
7000
8000
s
P3P4Q32005P3P4Q42005
3000
4000
5000
6000
s in
Tho
usan
ds
2005P3P4Q12006P3P4Q2
0
1000
2000
E-Series M-Series NetScreen NetScreen SSL Customer Care
Cas
es Q22006P3P4Q32006P3P4
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Firew all/VPN VPN (Total)
Product Series
P3P4Q42006
• The CSC Support Extranet only trails the Juniper Networks home page for the most site traffic!
Metrics to Track Effectiveness
• 31 Percent of all visits to the juniper.net domain between Q2 and Q4 2006 were to the CSC
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
127 500 CSC
Customer Support Center User Growth127,500+ CSC registered users
120000
140000
Number of Registered CSC Users
CSC Users up ~1,150% since July 2004 80000
100000
120000
yintegration of NetScreenContinued 20000
40000
60000
Continued solid trend of ~10,000 new users each
0Q1'04
Q2'04
Q3'04
Q4'04
Q1'05
Q2'05
Q3'05
Q4'05
Q1'06
Q2'06
Q3'06
Q4'06
Juniper Fiscal Quarter
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
users each quarter
Juniper Fiscal Quarter
Greater Customer Adoption• Daily sessions in CSC demonstrated steady growth over FY
2006
Greater Customer Adoption
Median Number of Customer Logins to the CSC
• More Juniper Customers rely on the CSC to support their network investment each and every day
Median Number of Customer Logins to the CSC
2700
2750
ue C
SC
ons
2550
2600
2650
ber o
f Uni
quU
ser S
essi
o
2500
2550
Q1 '06 Q2 '06 Q3 '06 Q4 '06
Fiscal Quarter
Num
b U
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Fiscal Quarter
Employ SWOT Analysis to Drive ContinuousEmploy SWOT Analysis to Drive Continuous Improvement
2004 2006 ASP Results2004-2006 ASP Results
84.5490 00100.00
)
75.55 76.6484.54
60.0070.0080.0090.00
ossi
ble
100) Small
CompanyAvgOpen
20 0030.0040.0050.00
ore
(out
of p Average
JuniperNetworks
0.0010.0020.00
FY 2004 FY 2005 FY 2006
Sco
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Year
S T d J i O P
2004-2006 ASP Yearly Score Progression
Score Trends; Juniper vs. Our Peers
y g
80.0090.00
ossi
ble
40 0050.0060.0070.00
es (1
00 p
ooi
nts) FY 2004
FY 2005
10.0020.0030.0040.00
ges
Scor
epo FY 2006
0.00Small Company
AvgOpen Average Juniper
Judg
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Juniper vs Competition
Regular Online Support Best Practices
J i N t k R lt d T d P ASP S i C t
Regular Online Support Best Practices Baseline, Assessment, and Gap Analysis
Juniper Networks Results and Trends Per ASP Scoring Category
3.5
4.0
2.0
2.5
3.0
Scor
e
FY2006
FY2005
FY
0 0
0.5
1.0
1.5S FY2004
0.0
Perform
ance
Look
&Feel
Naviga
tion
Instru
ction
sInt
egrat
ionKB C
onten
t
Search
/Browse
KB Opti
ons
FAQWriti
ngSign
-Ups Liv
eFee
dbac
kEsc
alatio
nForu
msPers
onal
Segmen
tsStyl
esEvo
lveInt
ernati
onal
Strateg
yAmbit
ionRes
earch
Metrics
Less
ons
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Category
Key Focus Areas from 2006 SWOT Analysis
Improve Site Look & FeelBolster KB ContentImprove FAQ ImplementationImprove FAQ ImplementationLive Escalation Options – Highlight our content and
guides for end-users to transition/contact JTAC from S teSupportSegmentation – Highlight how we serve our diverse
customer segments (SMB, Enterprise, SP)Style/ Content Format Choices – Continue to add more
online tutorials, white papers, podcasts, tech bulletin alerts etc
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
alerts, etc.
The Marketing Plan - Promote and Educate
Highlight the CSC self-service channel in direct marketing campaigns d t i ti i l di l ti i i
The Marketing Plan Promote and Educate at every Touch Point
and customer communications, including renewal notices, invoices, and Service Contract Welcome Kits• New Customers: Market the CSC and J-Net Forums at every
single new customer touch point from opening the box onsingle new customer touch point from opening the box—on through…
• Existing Customers: Reinforce the CSC and J-Net Forums messaging at every customer touch point from renewal to servicemessaging at every customer touch point from renewal to service request
Created scripts that promote the CSC and online tools in place of the IVR hold music while customers wait to speak with Customer Care, o d us c e custo e s a t to spea t Custo e Ca e,JTACCreated KCS-like call processes and scripts for Customer Care and JTAC engineers to be CSC self-service advocates! Whenever
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
customers utilize an alternate channel to solve a P3/P4 problem or to find information, we leverage that golden opportunity to educate them about their CSC self-service options. (Teach Them To Fish!)
Targeted CSC & J Net Direct Email CampaignsDeveloped a “Have You Checked Out the CSC Lately?” Email campaign highlighting the key features of CSC and J-Net Forums; Target Audience includes:
Targeted CSC & J-Net Direct Email Campaigns
includes:•All new CSC account registrants •All CSC accounts who haven’t logged on during the past 6 months•Quarterly email broadcast to frequent P3 & P4 case generating
Top 5 P3/P4 Case Load By Product Series
8000
P3P4Q32005P3P4
y q g gcustomers after trending analysis of case data
4000
5000
6000
7000
8000
Thou
sand
s
P3P4Q42005P3P4Q12006
0
1000
2000
3000
Cas
es in
T
P3P4Q22006P3P4Q32006
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
E-Series M-Series NetScreenFirew all/VPN
NetScreen SSLVPN
Customer Care(Total)
Product Series
P3P4Q42006
Th R lt A t l C t I tCustomer Satisfaction Index shows steady improvement and execution to industry-best levels:
The Results - Actual Customer Impact
industry best levels:
Customer Satisfaction Scores By Product Group
10
789
10
tion
Scor
e e)
3456
mer
Sat
isfa
ct(1
-10
Scal
e
IPGCSAT
SPGCSAT
APG
012
Q3 '05 Q4 '05 Q1 '06 Q2 '06 Q3 '06 Q4 '06
Cus
tom CSAT
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Q3 05 Q4 05 Q1 06 Q2 06 Q3 06 Q4 06
Fiscal Quarter
Actual Customer Impact• Juniper Networks Net Promoter Score* on its Infrastructure Products
and its Security Products show steady improvement. According to Fred R i hh ld “Th ith th t ffi i t th i t t
Actual Customer Impact
Reichheld, “Those with the most efficient growth engines---operate at NPS efficiency ratings of about 50 to 80 percent” (The Ultimate Question, 2006)
ncy
S E
ffici
enR
atin
gN
PS R
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
*Ownership of the Net Promoter Score is shared by Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
Fiscal Quarter
A t l B i I tCase volume growth remains relatively down-to-flat against an the growth of service revenues which cumulatively add significantly-more
Actual Business Impact
Service Revenue Y-o-Y Growth (Blue) vs.
entitled customers into the install base
Case Volume Y-o-Y Growth (Pink)
73%70%80%
61%
73%63%
42%33%32%30%
40%50%60%70%
nt G
row
th
33% 30%23%
32%26% 24% 21% 22%
0%10%20%30%
Perc
en
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Q3 '05 Q4 '05 Q1 '06 Q2 '06 Q3 '06 Q4 '06
Fiscal Quarter
A t l B i I tConsistent margin improvement with a increasing eSupport contribution
Actual Business Impact
Service LOB Gross Margin
40
50
60
rgin
20
30
40
Gro
ss M
ar
GrossMargin
0
10
FY 2003 FY 2004 FY 2005 FY 2006
G
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Fiscal Year
S t ROI C it M d leSupport ROI Composite Model
Triangulation is a key tenant of the Juniper NetworksTriangulation is a key tenant of the Juniper Networks eSupport ROI Composite Model
Our methodology is to gather a wide variety of evidence to determine the true return on investment (ROI) of eSupporteSuppo
As opposed to relying on any single piece of evidence or model as the basis for findings which may over ormodel as the basis for findings which may over- or understate the ROI validity, multiple forms of diverse evidence that span a variety of sources are leveraged
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
S t ROI C it M d leSupport ROI Composite Model
While the same biases in evidence collection may still come into play, because more sources for evidence are being used to shape each eSupport ROI model in thebeing used to shape each eSupport ROI model in the composite, each model serves to cross-check the others, increasing the overall composite accuracy
We believe that this methodology offers a truer picture of the Juniper Networks ROI for eSupport, and instills a p pp ,greater degree of confidence in the projected ROI
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
S t ROI C it M d leSupport ROI Composite ModelHistorical Case
Volume ModelUser Session
Model:Industry Comparison Model
FY 2006 FY 2006 FY 2006
Projected Number of Cases At Historical Growth Trends (6
160,606 Secure CSC Sessions
778,959 Avg. Monthly case volume for SSPA members ($1-
14,016
(Qtr. Trailing Avg)
($10B) supporting highly complex products/Networking
Actual Number of Cases 131 556 % Success via 50% Juniper's Avg 10 963Actual Number of Cases 131,556 % Success via Survey
50% Juniper s Avg Monthly Case Volume
10,963
Delta (Avoided Cases) 29,050 % Case Attach Rate Without eSupport/CSC
10% Delta (Avoided Cases)
3,053
eSupport/CSC
Avg. Case Cost $300 Avg. Case Cost $300 Avg. Case Cost $300
Annual Savings $8,714,915 Annual Savings $11,684,385 Annual Savings $10,989,000
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Historical Case Volume ModelProjected case volume growth rate is based on the trailing 6 quarter
actual case volume increase average
Historical Case Volume Model
gAnticipated Cases (Red) vs. Actual Cases Logged (Yellow);
Moving Avg. Trendline (Blue);Cases Avoided via eSupport (Red Shaded Area)
35000400004500050000
ses
1500020000250003000035000
umbe
r of C
as
05000
10000
Q2 '04 Q3 '04 Q4 '04 Q1 '05 Q2 '05 Q3 '05 Q4 '05 Q1 '06 Q2 '06 Q3 '06 Q4 '06
Nu
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Juniper Networks Fiscal Quarter
S t ROI C it M d leSupport ROI Composite ModelHistorical Case
Volume ModelUser Session
Model:Industry Comparison Model
FY 2006 FY 2006 FY 2006
Projected Number of Cases At Historical Growth Trends (6
160,606 Secure CSC Sessions
778,959 Avg. Monthly case volume for SSPA members ($1-
14,016
(Qtr. Trailing Avg)
($10B) supporting highly complex products/Networking
Actual Number of Cases 131 556 % Success via 50% Juniper's Avg 10 963Actual Number of Cases 131,556 % Success via Survey
50% Juniper s Avg Monthly Case Volume
10,963
Delta (Avoided Cases) 29,050 % Case Attach Rate Without eSupport/CSC
10% Delta (Avoided Cases)
3,053
eSupport/CSC
Avg. Case Cost $300 Avg. Case Cost $300 Avg. Case Cost $300
Annual Savings $8,714,915 Annual Savings $11,684,385 Annual Savings $10,989,000
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
User Session Model• Daily sessions in CSC demonstrated steady growth over FY
2006
User Session Model
Median Number of Customer Logins to the CSC
2650
2700
2750
ique
CSC
sion
s
2550
2600
2650
mbe
r of U
nU
ser S
ess
2500Q1 '06 Q2 '06 Q3 '06 Q4 '06
Fiscal Quarter
Num
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Fiscal Quarter
S t ROI C it M d leSupport ROI Composite ModelHistorical Case
Volume ModelUser Session
Model:Industry Comparison Model
FY 2006 FY 2006 FY 2006
Projected Number of Cases At Historical Growth Trends (6
160,606 Secure CSC Sessions
778,959 Avg. Monthly case volume for SSPA members ($1-
14,016
(Qtr. Trailing Avg)
($10B) supporting highly complex products/Networking
Actual Number of Cases 131 556 % Success via 50% Juniper's Avg 10 963Actual Number of Cases 131,556 % Success via Survey
50% Juniper s Avg Monthly Case Volume
10,963
Delta (Avoided Cases) 29,050 % Case Attach Rate Without eSupport/CSC
10% Delta (Avoided Cases)
3,053
eSupport/CSC
Avg. Case Cost $300 Avg. Case Cost $300 Avg. Case Cost $300
Annual Savings $8,714,915 Annual Savings $11,684,385 Annual Savings $10,989,000
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Industry Comparison ModelIndustry Comparison Model2006 Industry Case Volume Benchmark Data
26,010
21,73125,000
30,000
olum
e
14,01610,963
10,000
15,000
20,000
thly
Cas
e Vo
0
5,000
All SSPA Members($1 10B i R )
SSPA Members ($1-10B i R )
SSPA Members ($1-10B i R )
Juniper NetworksA M thl C
Mon
t
($1-10B in Revs) 10B in Revs)Supporting 'HighlyComplex' Products
10B in Revs)Supporting 'Highly
Complex' Products &All Networking
Firms, Averaged
Avg. Monthly CaseVolume
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Monthly Case Volume as Reported by SSPA Peer Members
S t ROI C it M d leSupport ROI Composite ModelHistorical Case
Volume ModelUser Session
Model:Industry Comparison Model
FY 2006 FY 2006 FY 2006
Projected Number of Cases At Historical Growth Trends (6
160,606 Secure CSC Sessions
778,959 Avg. Monthly case volume for SSPA members ($1-
14,016
(Qtr. Trailing Avg)
($10B) supporting highly complex products/Networking
Actual Number of Cases 131 556 % Success via 50% Juniper's Avg 10 963Actual Number of Cases 131,556 % Success via Survey
50% Juniper s Avg Monthly Case Volume
10,963
Delta (Avoided Cases) 29,050 % Case Attach Rate Without eSupport/CSC
10% Delta (Avoided Cases)
3,053
eSupport/CSC
Avg. Case Cost $300 Avg. Case Cost $300 Avg. Case Cost $300
Annual Savings $8,714,915 Annual Savings $11,684,385 Annual Savings $10,989,000
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
eSupport ROI Composite Model
The eSupport ROI Smoking Gun?The eSupport ROI Smoking Gun? Juniper proposes a composite of eSupport ROI models that offer a case deflection
savings range which then via triangulation, produces a more defendable ROI estimate
s
$8 000 000$10,000,000$12,000,000$14,000,000
ual S
avin
gs
FY2006
$2,000,000$4,000,000$6,000,000$8,000,000
ppor
t Ann
u
$0JNPR Historical
Case Volume ModelJNPR CSC UserSession Model
Industry CaseVolume Avgs. vs
JNPR Actuals Model
eSu
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
eSupport ROI Model Type
L L d
What customers say they do often varies from what
Lessons Learned
What customers say they do often varies from what they actually do• User data-wake analysis eliminates hunches based
on limited sometimes vague anecdotal feedbackon limited, sometimes vague, anecdotal feedback –and provides a clear picture of the customer’s behaviors and how they actually use the online self-help reso rceshelp resources
Data analysis leads to better questions asked causing more granular data analysisg yA clearer picture and understanding of customer needs and portal use creates focused and powerful business cases for both incremental improvement and for larger,
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cases for both incremental improvement and for larger, capitalized investments, driven with the right priorities
L L d
If you haven’t done so yet, adopt the continuous
Lessons Learned
y y , pimprovement methodology and practice it continuously. If you already employ this methodology, keep up the investment of time and resources. p pThe old adage, “You can’t manage what you can’t measure” still rings true! Use the time between major tool launches and systems upgrades to measure howtool launches and systems upgrades to measure how your recent improvements are being utilized, as well as each tool’s effectiveness in providing self-help that is satisfying your customerssatisfying your customersObtain feedback from your customers, partners, and from industry experts to help identify areas within your online support experience that require improvements
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online support experience that require improvements
L L d
Take advantage of the incremental improvement
Lessons Learned
opportunities as well as the forklift site upgrades You are responsible to demonstrate that past investments in eSupport deliver positive impact - onlyinvestments in eSupport deliver positive impact only then will you be able to garner additional funding and executive support to make strategic investments to improve your customers’ online support experienceimprove your customers online support experience
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
Customer Service Awards & RecognitionMay 2006 & 2007 May 2006 & 2007 –– Ranked among World's Best in Online SupportRanked among World's Best in Online SupportJuniper Networks Global Customer Support Web site, the Juniper Networks Global Customer Support Web site, the Customer Support CenterCustomer Support Centerhas been recognized by the Association of Support Professionals (ASP) for has been recognized by the Association of Support Professionals (ASP) for outstanding performance and innovation in online service and support outstanding performance and innovation in online service and support
April 2007 April 2007 –– CRM Magazine 2007 Service Elite AwardCRM Magazine 2007 Service Elite AwardJuniper Networks WebJuniper Networks Web--Support ServicesSupport ServicesCRM magazine acknowledges five companies, including Juniper Networks that CRM magazine acknowledges five companies, including Juniper Networks that realized eyerealized eye--catching returns on their contact center services and technology catching returns on their contact center services and technology investments with serviceinvestments with service--andand--support deployments. support deployments.
April 2007 April 2007 –– Field Service 2007 Field Service 2007 –– Leader in Logistics Deployment and ManagementLeader in Logistics Deployment and ManagementField Service 2007 hosted over 300 leading seniorField Service 2007 hosted over 300 leading senior--level service industry level service industry professionals who are committed to improving their service organization’s professionals who are committed to improving their service organization’s profitability and customer satisfaction. The event covered topics that are of profitability and customer satisfaction. The event covered topics that are of fundamental importance to service and support initiativesfundamental importance to service and support initiatives Field Service is theField Service is thefundamental importance to service and support initiatives.fundamental importance to service and support initiatives. Field Service is the Field Service is the largest trade show devoted to the field service and support industry.largest trade show devoted to the field service and support industry.
March 2007 March 2007 –– Servigistics Recognizes Clients for Service ExcellenceServigistics Recognizes Clients for Service ExcellenceServigistics Inc., the leading strategic service management solution provider, today Servigistics Inc., the leading strategic service management solution provider, today announced the winners of its second annual “Strategic Service Excellence” Awards, announced the winners of its second annual “Strategic Service Excellence” Awards,
Copyright © 2007 Juniper Networks, Inc. Proprietary and Confidential www.juniper.net ‹#›
g ,g ,which are given to companies that are successfully using the Servigistics solution to which are given to companies that are successfully using the Servigistics solution to transform their service business and dramatically improve revenue, profitability and transform their service business and dramatically improve revenue, profitability and customer service levels.customer service levels.
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