“Raising the bar in Customer Service”

“Raising the bar in Customer Service”

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 Mercury Confidential & Proprietary

Business Technology Optimization BUSINESS Demand Applications Are we working on the right things? Are we doing them right? Are we delivering business value? IT GOVERNANCE APPLICATION MANAGEMENT APPLICATION DELIVERY DEVELOPMENT INFRASTRUCTURE Mercury Confidential & Proprietary

DemandManagement PortfolioManagement ProgramManagement ProjectManagement ResourceManagement TimeManagement FinancialManagement ChangeManagement Mercury’s BTO Offering Portfolio IT GOVERNANCE • MERCURY IT GOVERNANCE CENTER™ Dashboard Foundation • APPLICATION MANAGEMENT • APPLICATION DELIVERY • MERCURY BUSINESS AVAILABILITY CENTER™ • MERCURY QUALITY CENTER™ • MERCURY PERFORMANCE CENTER™ Dashboard Dashboard Dashboard TestDirector Requirements Mgmt • Test Plan Test Lab • Defect Mgmt Functional Testing QuickTest ProfessionalWinRunner Business Process Testing End User Management Service Level Management Diagnostics (J2EE, .NET, SAP, Siebel) Application Mapping System Availability Management LoadRunner Diagnostics (J2EE, .NET, SAP, Siebel, Oracle) Tuning Capacity Planning Global Management Foundation Foundation Foundation Solutions available for: J2EE • .NET • SAP • Siebel • Oracle • PeopleSoft DELIVERY OPTIONS Combination In-house Deployment Managed Service Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

Mercury CSO Structure VP- Technical Services Tier 3 (R&D) Operations Manager Support Delivery Managers (2) CSR Team Leader Tier 2 Engineers (10) Tier 1 Engineers (40) CSR Reps (3) Mercury Confidential & Proprietary

Where we were… • Centralised EMEA CSO • Stabilised environment • Customer Sat was OK • Wanted the next level • Needed help Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

Strategy for moving forward • Set foundation for formal soft skills coaching/training • The plan… • Monitoring • 1-2-1s • Mentoring • Refreshers Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

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… Mercury Confidential & Proprietary

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) Mercury Confidential & Proprietary

CSP modules • Communication Fundamentals • Information Gathering • Building on Communication Basics • Challenging Customers • Maintaining Confidence and Credibility • Effective Teamwork • Personal Development • Support Processes and Tools Mercury Confidential & Proprietary

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) Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

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 Mercury Confidential & Proprietary

CSO Quality Programme Customer Strategy Continuous Improvement Career Development Plan Soft Skills Training Monitoring/Coaching New Hire Refresher CSP SR Phone Surveys Effective Leadership Mercury Confidential & Proprietary

Questions? Mercury Confidential & Proprietary

“Raising the bar in Customer Service”