“Raising the bar in Customer Service”

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Agenda

• Mercury Introduction

• Structure/Evolution of CSO

• Where we were

• Overview of needs assessment

• What we did - how we got there

• Where we are

• Moving forward

• Q&A

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Applications

Business Technology Optimization

BUSINESS

IT GOVERNANCE

Demand

Are we working on the right things?

Are we doing them right?

Are we delivering business value?

DEVELOPMENT INFRASTRUCTURE

APPLICATION MANAGEMENT

APPLICATION DELIVERY

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Mercury’s BTO Offering PortfolioIT GOVERNANCE

MERCURY IT GOVERNANCE CENTER™

Foundation

ResourceManagement

ChangeManagement

ProgramManagement

DemandManagement

TimeManagement

ProjectManagement

PortfolioManagement

FinancialManagement

Dashboard

APPLICATION MANAGEMENTAPPLICATION DELIVERY

MERCURY QUALITY CENTER™

Dashboard

TestDirectorRequirements Mgmt • Test Plan

Test Lab • Defect Mgmt

Functional Testing

QuickTest ProfessionalWinRunner

Business Process Testing

LoadRunner

Diagnostics(J2EE, .NET, SAP, Siebel, Oracle)

Tuning

Capacity Planning

Global Management

Foundation Foundation

Dashboard

End User Management

Service Level Management

Diagnostics(J2EE, .NET, SAP, Siebel)

Application Mapping

System Availability Management

Dashboard

Foundation

Managed Service In-house Deployment Combination

Solutions available for: J2EE • .NET • SAP • Siebel • Oracle • PeopleSoft

DELIVERY OPTIONS

MERCURY BUSINESS AVAILABILITY CENTER™

MERCURY PERFORMANCE CENTER™

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Mercury Customer Support

• Centralized 3-tiered model

• ~ 50 engineers – UK/Israel based

• High complexity, low volume

• Approximately 3000 SRs per month

• Multi-lingual support – 11 languages

• Direct communication with T2 and R&D

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Mercury CSO Structure

Director - CSO, EMEA

Tier 2Centre Managers (4)

Operations Manager Tier 1 Senior Manager

Tier 1 Service Managers (4)

Support Delivery Managers (2)

Tier 1 Engineers (40)

Tier 2 Engineers (10)

CSRTeam Leader

CSR Reps (3)

Tier 3 (R&D)

VP- Technical Services

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Where we were…

• Centralised EMEA CSO

• Stabilised environment

• Customer Sat was OK

• Wanted the next level

• Needed help

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Starting Point… SCP Certification

• Kicked off framework – lots to consider…

• Consistency with mission/objectives

• CSO Mission:

“Make Our Customers Successful - Help them derive Maximum

Value from Mercury”

• Collaboration with US counterparts

• Alignment of Soft skills

• Customer Segmentation Plan

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Strategy for moving forward

• Set foundation for formal soft skills coaching/training

• The plan…

• Monitoring

• 1-2-1s

• Mentoring

• Refreshers

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The Challenge…

• How to influence those who “don’t need help”?

• Needed quick-wins

• Proven models/strategies

• Relevant content

• Wanted Ongoing mileage

• Point of reference for planned coaching/training

• Translate into results

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Considerations…

• Internal versus external delivery

• Methodology• Holistic “process” versus isolated “sessions”

• Content• Proven models/strategies

• Implement quickly

• Credibility• Market acceptance/recognition

• Understands Support environment

• Cost

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Areas of development

• Understanding “you“ & “them”

• why do I always get the crazy ones…?

• Confidence from the start

• Difficult customers

• Setting expectations (internally/externally)

• Customer Segmentation

• “Better” and “More Better” service…

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Certified Support Professional Advantages

• 3 step certification methodology

• Pre-course consultation

• Flexible, interactive facilitation

• Competency assessment

• Benchmark for follow up coaching/training

• Ties into SCP Certification

• Industry Recognition (global)

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CSP modules

• Communication Fundamentals

• Information Gathering

• Building on Communication Basics

• Challenging Customers

• Maintaining Confidence and Credibility

• Effective Teamwork

• Personal Development

• Support Processes and Tools

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Follow up - what we’ve done

• CSP influenced phone coaching

• Link to Phone Coaching doc

• Developed with input from employees

• Regular consistency sessions

• Helping to identify further areas for training

• New hire soft skills training programme

• CSP tied to Career development plan (all tracks)

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In addition to soft skills

• Re-focussed recruitment strategy

• Balanced candidates

• Customer-centric

• Revamped CSO interview process

• Interview training

• Interview consistency

• Interview questions

• Group dynamics

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Where we are

• Customer Sat moving up (increased top box scores)

• All engineers, coaches, managers are CSP certified

• CSP material is “the” point of reference

• Negotiation

• Confidence

• Professionalism

• Questioning

• Differences

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What we need to do next…

• Align CSAT, soft skills, coaching feedback with material

• Introduce end-to-end programme

• intranet, accessible by relevant personnel

• Continue with regular refresher training modules

• based on feedback from surveys, complaints, monitoring etc.

• Revisit internal employee survey

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CSO Quality Programme

Customer Strategy

Continuous Improvement

Phone

Monitoring/CoachingSoft Skills Training

New Hire

Refresher SR Surveys

Effective Leadership

Career Development Plan

CSP

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Questions?