How to Win the eSupport Game! - Service Strategies · 2016-10-18 · Ebl t h ddi t ffii How eSupport Fits into Juniper’s Overall ... • Beyond feedback, a thorough analysis of

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


, 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


Synergy Research

Over 8000 Customers WorldwideService Providers EnterprisesService Providers Enterprises


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


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


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)


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


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


• 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


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


Q2 '04 Q3 '04 Q4 '04 Q1 '05 Q2 '05 Q3 '05 Q4 '05 Q1 '06 Q2 '06 Q3 '06 Q4 '06


Understanding Our Target Audience

P3/P4--eSupport FocusCustomer designated Low PriorityCustomer-designated Low Priority

Q4 ‘06Q3 ‘06Q2 ‘06Q1 ‘06Q4 ‘05Q3 ‘05


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


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


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


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


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


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


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


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


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


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


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


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


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


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


*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


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


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


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


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


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






FY 2006 FY 2006 FY 2006




14,016

(Qtr. Trailing Avg)




10,963



3,053

eSupport/CSC




User Session Model• Daily sessions in CSC demonstrated steady growth over FY

2006

User Session Model


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


Fiscal Quarter




FY 2006 FY 2006 FY 2006




14,016

(Qtr. Trailing Avg)




10,963



3,053

eSupport/CSC




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


Monthly Case Volume as Reported by SSPA Peer Members




FY 2006 FY 2006 FY 2006




14,016

(Qtr. Trailing Avg)




10,963



3,053

eSupport/CSC




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


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,


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


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


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,


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.

Thank you! Questions?

“It sure is nice having the Juniper eSupport team standing behind me!”

The Juniper Networks Global eSupport Team


Sunnyvale, CA * Westford, MA * Wichita, KS * Melbourne, Australia

Documents

How to Win the eSupport Game! - Service Strategies · 2016-10-18 · Ebl t h ddi t ffii How eSupport Fits into Juniper’s Overall ... • Beyond feedback, a thorough analysis of