Online Support: Call Deflection Calculations and Other Black Arts

1. Online Support: Call Deflection Calculations and Other Black Arts SCP Best Practices Showcase Janet Petersen IC Layout & VerificationSupportManager janet_petersen@mentor.com Christine Egli Online Support Product Manager christine_egli@mentor.com June, 2004

2. Agenda • About Mentor Graphics • Why Change? • Online Support Investments • Metrics and Call Deflections • Change Management • What Next? Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

3. Mentor GraphicsWilsonville, Oregon U.S.A. Headquarters • 300,000 Square Feet of Office & Laboratory Space • 3,600 Employees Worldwide • 1,000 at Wilsonville, Oregon Headquarters • Revenues over $675 Million in 2003 Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

4. What is Electronic Design Automation (EDA)? • The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. • It is time-critical technology used to design the most complex system-on-chip (SoC) semiconductors & printed circuit boards. • Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million. Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

5. Introductions... • Mentor Graphics Corporation • A technology leader in Electronic Design Automation solutions • Established in 1981; 3700 employees worldwide • Annual Revenue: $675M+; Support Revenue: $250M+ • 350+ support professionals in 14 countries worldwide • 8 SCP Certified Support Centers, 5 more planned in 2004 Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

6. Customer Support Division (CSD) • Vision • To be the Services leader in solving our customers’ design problems anytime, anywhere, any task • Mission • Eliminate the barriers between our customers and our technology • Establish Support as a competitive differentiator for Mentor Graphics • The only 5 STAR support in EDA Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

7. Why Change What’s Working?

8. GTS - KCS Compelling Events to Change Start-up Frenzy Reactive > Proactive North American Roll-out SupportNet Today Knowledge-CenteredSupport Adoption Project KCS Contributing Editors February2001 August2000 December2000 1999 Spring 2004 December2002 March 2003 Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

9. Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

10. Online Support Investments “Make SupportNet the First Line of Support”

11. SupportNet circa 2001 Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

12. SupportNet circa 2002 Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

13. SupportNet 2004 Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

14. Web Support Investments New Search Platform SupportNet Projects Entitlements Infrastructure Defect Tracking, Email Notifications Customer KnowledgeBase Launch Knowledge Mgmt. Begins 2000 New Service Request System Established “First Line” goal Mass Reg. Program Acquisitions KnowledgeBase Marketing Launch: Biggest Brain Contest MarketingProjects Reg. Clean up Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

15. Metrics: First Support Resource SupportNet becomes the first line of support 2002 2004 change rank 1 2 3 4 5 SupportNet 25% Documentation 15% Phone Support 14% Co-Worker 12% Internal Help Desk 13% Co-Worker 20% Phone Support 20% Documentation 17% SupportNet 15% Internal Help Desk 15% 20% Source: Customer Support Annual Surveys Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

16. Metrics: Service Request Source 27% overall in May Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

17. Metrics: Newsletter Drives KnowledgeBase Usage Monday Distribution drives hi-volume Tuesdays Tuesday Weekend Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

18. Metrics: Online “Resolutions” 6000 ResolvedServiceRequests in May Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

19. Metrics: Calculating Monthly SupportNet “Resolutions” Solve Rate =45% = 473 Rate based on customer response Why Customers Use SupportNet KnowledgeBase Unique User Sessions/mo. (5,294) Step 2: Step 3: Critical Problem =1058 Research 25% 20% 473 critical problems solved by KnowledgeBase Newsletter click-thru Non-critical Problem Step 1: 20% 35% 5294 Total KnowledgeBase visits/month Fine Print: Examples illustrate July’03 statistics Assume a maximum of one problem per dayUsage drivers based on spot-checks & TechNote title analysis Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

20. Metrics: Cost Savings The Delicate Dance of Characterizing Savings 40% cost of knowledge 60% applied to other projects 15% Resolved online =$ 5 million we can spend on other projects, investments, etc. Customer Support Division Operating Budget Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

21. Change Management

22. Managing Change • Proactive Knowledge Creation: Shift from reactive telephone support to proactive knowledge creation/sharing • Performance Plan • Director of Operations Quarterly Tour • Reporting of metrics, progress, kudos • Measure the right stuff (Balanced ScoreCard, KPI) • Publishing Metric • Goal: 50% of all TechNotes • Adoption Metric • Goal: 20% ‘Use in Workflow’ • Communication from all levels of management • Celebrate early successes • Be realistic • Invest in infrastructure, time, resources Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

23. Backup: “Online Resolutions” Calculations Unique KnowledgeBase visits per month • Count of the number of users who used SNKB during the month • Assume a maximum of one problem per day per user Percentage of critical problems • Assume only one out of five visitors would have called to open a ticket • Based upon CAE spot checking, experience, and our effort to be conservative Solve Rate • Calculate by dividing the number of TechNotes that “solved the problem” by the total number of TechNotes rated during the month SupportNet KnowledgeBase Resolutions = (Unique Sessions per month) x (Percentage of acute problems) x (Solve Rate) Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

24. Metrics: Internal Creation/Reuse vs. Call Volume Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

25. Solving Problems OnlineDirect Customer Feedback “I had a problem, searched the site, and found an answer in about 3 seconds. Very nice!” “Amazing! I would have had no idea this was the (problem) cause.” “This is great! I did not have to bother anyone with my question. Thanks.” “This is one of the few times I've enjoyed being told where to go and what to do!” “You cannot improve it…perfect the way it is. Thank you for saving me a phone call.” “Complete solution, great.” “This was great. All I had to do was type in the error then a list came up and my problem was in the first result. This is a great tool to use and have.” “Exactly what I needed - worked like a charm.” “This is the best of all to answer the question!” “I discovered much faster startup of jobs with this setting changed! (-:” “This finally fixed a problem I have wrestled with for two hours. Thanks.” Janet Petersen, Christine Egli, SCP Best Practices Showcase 2004

26. Thank You