Eric W. Hunt April , 2013

18th ANNUAL MEDICAL DEVICES 2013: A Frost & Sullivan Executive MindXchange

Eric W. Hunt, Executive Vice President, Chief Global Customer Experience Officer & CIO, Welch Allyn, Inc.

Global Customer Care: Understanding Customer Expectations and Interactions Across Continents, Countries, and Cultures in a MidSize company

Key Take-Aways:

• Customer calls should be the front door to your company

• Challenges mid-size companies face with global call centers

• Staffing to scale 24X7 support

• Language support

• Balance people, process and technology

• Eliminate complex process and hand-offs across functions

Welch Allyn Operations Overview • Global 56 locations

• Revenue

– < 1B

• Employees

– ~2500

• Manufacturing Sites

– Skaneateles Falls, NY

– Tijuana, Mexico

– Beaverton, OR

– Jungingen, Germany

•Portfolio

– Over 5K active SKU’s

• US&C Product Mix

– 33% Disposables

– 33% Instruments (non-surgical)

– 33% Capital Equipment

• US&C Market Segments

– 50% Hospital

– 40% Physician Office

– 10% Special Markets

• IT fully outsourced to IBM

The experience through our Customer’s eyes…

Customer Experience Maturity Model

Emerging themes… from 7,700 comments!

Global Operations

(HR, Finance,

SC…)

Customer Experience Delivery

Global Customer Service & Solutions

Global Customer

Care

eBusiness

Information Technology

Business Warehouse

Process People

Work Smarter, Not Harder!

Skill Set / Competency Low

Low

High

High

Automate with Applications (SAP) ,

Outsource if possible,

Deploy Local ( Regional Centers)

(Take Orders, Ship Product,

Pay People)

Simplify & Lean Out

(Global Processes)

Automate with eBusiness

(Online - Order Status,

Returns, Repairs, etc.)

Build our Talents

(Knowledge Management)

PO Automation, Work Force Tools,

Knowledge Management , Pricing, Rebates,

Customer First Training

Optimize The Customer Experience Reduce Cost to Serve

Cu

sto

mer

Val

ue

Welch Allyn Customer Care Challenges

• Limited standardize work globally – hard to outsource

• Tribal knowledge – not shared with technologies

• Supporting diverse languages with limited staff

• Level 1 & 2 support between Tech Service / Customer Care

• Global 24x7 support

• Driving global web solutions

Next Steps

1. Global Organization

2. Lean optimization

3. Apply tools to simplify

Confidential • Do Not Distribute • Copyright © 2012 by Citi, All Rights Reserved

Frost & Sullivan: Executive MindXchange

Collaboration Center

04/15/2013

Citi: Overview 200 million customer accounts • 160 countries • 1 Citi

Putting the customer at the center of everything we do is critical to our success

Our fundamental GCB performance measure is provided through Net Promoter Score

Location, Location, Location

Right Placement Framework Global

Considerations

Strategic Countries

Need-Based Locations

Site Selection

“The right resources, in the right roles, with the right skills, in the right locations, at the right price points and at the right time while delivering

high quality solutions to our customers, both internal and external”

Global Inputs (N Countries)

Country A Country B

Need-Based Locations – Working

Example

EMEA

•Country B

•Country C

•Country E

LATAM

•Country B

•Country C

•Country E

NAM

•Country A

•Country B

•Country E

Country B Country E

Optimal location meets requirements of each Region

• Requirement 1 • Requirement 2

Questions