Business Benefits of VoIP for the SMB

1. Business Benefits of VoIP for the SMB Geoffrey Drayton, Vice President Sales and New Business Development, DecisionOne January 23, 2007 IT EXPO East

2. Agenda • DecisionOne VoIP Suite of Services • Service Descriptions & Deliverables • New Operating Model • Next Steps • Appendices

3. 8 7 6 5 4 3 DecisionOne VoIP Suite of Services Implement Plan Maintain IP Phone Support Service Evolution IP Phone Replacement IP Phone Install Training & 30-day VoIP Support Depot Configuration Router & Switch Install VoIP Site Readiness 2 2 1 Pick, Pack & Ship Time

4. DecisionOne VoIP Services Suite defines required services … Service Descriptions, Deliverables & Market Pricing

5. 1 VoIP Site Readiness inspects a client’s IT environment’s ability to support VoIP What’s the value to the client: Help the customer quickly answer the following questions: • Is the equipment installed in your network VoIP-friendly? • Are any equipment upgrades or replacements needed? • Is the existing cabling adequate to support VoIP? • Does sufficient bandwidth exist to support acceptable voice call quality? What do we deliver?: • VoIP Site Readiness report of major categories • VoIP network topology • Overall Scorecard for • Wiring • Bandwidth • Network equipment • IP addressing schema • Gap identification listing Major Activities: • Receive partner service request and create service ticket • Schedule on-site visit • Gather detailed information about wiring, bandwidth, network equipment & IP addressing schemes • Generate synthetic VoIP calls on network, when needed • Assess bandwidth ability to handle VoIP traffic • Assess IP addressing schema • Obtain customer sign-off of on-site visit • Review/Analyze the collected material • Identify any network and cabling gaps • Craft deliverable report • Update and close service ticket Service Highlights: • 800 number for customer service • End to end management of service delivery including scheduling, ticket management, service escalations and reporting • Scripted procedures and processes for consistent service delivery • Designate Point of Contact responsible for operational activity • Best of breed VoIP Assessment technology • Extensive investment in technical talent

6. Pick, Pack & Ship logistics service inventories, warehouses and ships equipment for a customer installation 2 What do we deliver?: • Inventoried, warehoused, packed and shipped units for client installations • Standard Process Control System reports What’s the value to the client: • Improved customer satisfaction through reduced capital, infrastructure costs, and reduced business complexity Service Highlights: • Point of Contact responsible for conducting PeriodicBusiness Reviews and interim conference calls (as required) • Deep, experienced workforce with technical certifications across multiple products and technologies • Corporate freight discount • Flexible/scaleable workforce and systems to provide tailored solutions to meet your unique requirements and workload variations • Fixed fee per device • Inventory management • Inspection for shipping damage • End to end management of warehoused inventory including stocking, tracking, packing, shipping and replenishment • Coordination of shipped unit with scheduled on-site installation date Major Activities: • Receipt of OEM equipment via DecisionOne Process Control System • Receive partner service request and create service ticket • Select equipment from inventory according to client specifications and license agreements • Repackage in original packaging • Ship unit to the installation site per customer instructions for deployment by DecisionOne CSE • Update and close service ticket

7. Depot Configuration logistics service complementary to Pick, Pack & Ship that configures equipment for a customer installation 3 What do we deliver?: • Configured device in a DecisionOne Depot location • Standard Process Control System reports What’s the value to the client: • Reduces on-site labor expenses and eliminates risk of non-functioning equipment being discovered during the installation process • Improved customer satisfaction through reduced capital, infrastructure costs, and reduced business complexity • Achieve accountability for ensuring consistent device configuration for any installation regardless of location Service Highlights: • Point of Contact responsible for conducting PeriodicBusiness Reviews and interim conference calls (as required) • Deep, experienced workforce with technical certifications across multiple products and technologies • Flexible/scaleable workforce and systems to provide tailored solutions to meet your unique requirements and workload variations • Fixed fee per configuration • End to end management of warehoused inventory including stocking, tracking, configuration, testing, packing, shipping and replenishment (includes Pick, Pack & Ship) Major Activities: • Receive partner service request and update service ticket • Configure selected equipment from inventory according to client specifications and license agreements • Perform functional testing of assembled hardware unit • Address any installation issues resulting from test • Coordination with rest of Pick, Pack & Ship service • Update service ticket

8. 4 Router & Switch Install of pre-configured units What do we deliver?: • Successfully installed and tested router/switch What’s the value to the client: • Increased customer satisfaction due to expertly managed service delivery and execution • Achieve accountability for ensuring consistency and standardization across all locations while keeping deployments on time and within budget • Rapid solution deployment within a single location or simultaneously across multi-site locations Service Highlights: • 800 number for customer service • Coordination to ensure installation occurs successfully for date scheduled • Scripted procedures and processes for consistent service delivery • Escalated support for the trained workforce from central network specialists • Designate Point of Contact responsible for operational activity • Extensive investment in technical talent Major Activities: • Receive partner service request and create service ticket • Verify customer readiness for install activity • Schedule appropriate resource(s) to perform work • Ensure local resource has all material to perform install for customer environment • Unpack equipment and place in rack or on tabletop • Connect power and Ethernet to router/switch • Perform acceptance test of installed equipment • Address any installation issues resulting from test • Provide technical overview of installed equipment to administrator • Obtain customer sign-off of successful installation • Update and close service ticket

9. IP Phone Install of pre-configured devices 5 What’s the value to the client: • Increased customer satisfaction due to expertly managed service delivery and execution • Accelerated realization of technology solution’s value • Achieve accountability for ensuring consistency and standardization across all locations while keeping deployments on time and within budget • Rapid solution deployment within a single location or simultaneously across multi-site locations What do we deliver?: • Successfully installed and tested IP phones • Ability to make VoIP calls from phones Service Highlights: • Participate in coordination to ensure installation occurs successfully for date scheduled • End to end management of service delivery including scheduling, ticket management, service escalation and reporting • Scripted procedures and processes for consistent service delivery • Designate Point of Contact responsible for operational activity • Escalated support for the trained workforce from VoIP specialists • Extensive investment in technical talent Major Activities: • Receive partner service request and create service ticket • Verify readiness for install activity (e.g. VoIP Site Readiness) • Schedule appropriate resource(s) to perform work • Ensure local resource has all material to perform install for customer environment • Unpack and setup IP phones on desktop • Connect power and Ethernet • Perform acceptance test of installed equipment • Address any installation issues resulting from test • Distribute end user dialing instructions & features documentation • Obtain customer sign-off of successful installation • Update and close service ticket

10. Phone Training & 30-day VoIP Support for end users 6 • What do we deliver?: • 30-minute Training webinar • M-F 7am-7pm local time Tier 1 remote technical support • Historical & Real Time Reporting What’s the value to the client: • Keeping people up to speed on technology with training focused on operational topics to fully leverage basic product features • Increased customer satisfaction due to specialized technical support available via phone • Decrease need for expensive on-site technical visits • Reduction or elimination of CAPEX and OPEX expenditures • Support is available when you need it with ability to scale to meet your changing requirements • Obtain a remote presence with a single point of contact for all support inquiries • Frees up internal technical resources to focus on core differentiating activities rather than support Service Highlights: • Hosted End User Feature Training provided via webinar • Telephone support provided via an 800 number • Real-time availability of appropriate technical skill set Stable contact center infrastructure with scalability options • Tier 1 remote technical support of IP phone and dialing features • Scripted procedures and single point of contact for handling call escalations • Tracking of service problems/call history Major Activities: • Schedule training webinar date with customer • Host 30-minute training webinar • Receive customer support calls and create service tickets • Entitle, triage and resolve customer problems • Update and close service ticket

11. 7 IP Phone Support for end users • What do we deliver?: • 24x7x365 specialized Tier 1 and Tier 2 remote technical support • Historical and Real Time Reporting What’s the value to the client: • Increased customer satisfaction due to specialized technical support available via phone • Decrease need for expensive on-site technical visits • Reduction or elimination of CAPEX and OPEX expenditures • Support is available when you need it with ability to scale to meet your changing requirements • Obtain a remote presence with a single point of contact for all support inquiries • Frees up internal technical resources to focus on core differentiating activities rather than support • Augments the IPT expertise within IT departments • Increase employee productivity from expedited problem resolution by VoIP support specialists Service Highlights: • Telephone support provided via an 800 number • Real-time availability of appropriate technical skill set • Stable contact center infrastructure with scalability options • Tier 1 remote technical support • Basic physical connectivity troubleshooting of IP phone • IP phone • Dialing features • Tier 2 remote technical support • User administration on switch • User configuration parameter changes in portal • Troubleshooting basic switch/router connectivity • Scripted procedures and single point of contact for handling call escalations • Tracking of service problems/call history Major Activities: • Receive customer support calls and create service tickets • Entitle, triage and resolve customer problems • Update and close service ticket

12. 8 IP Phone Replacement providing whole unit exchange for defective IP phones What’s the value to the client: • Increased customer satisfaction due to rapid equipment exchange from a low cost alternative solution • Decrease need for expensive on-site technical visits • Reduction of CAPEX and OPEX expenditures • Obtain a remote presence with a single point of contact for all support inquiries • Frees up internal technical resources to focus on core differentiating activities rather than support • What do we deliver?: • Rapid exchange of defective on-site equipment • Standard reporting Major Activities: • Receive customer support calls and create service tickets • Entitle, triage and diagnose customer IP phone hardware problems • Verify need for whole unit swap • Request replacement unit from in stock configured inventory • Pick and pack replacement IP phone • Issue RMA and ship replacement unit overnight to designated customer location • Update inventory stocking levels • Receive and test defective unit for problems • Coordinate repair tasks, if required • Place refurbished unit in inventory stock, if designated • Update and close service ticket Service Highlights: • Customer service & triage support provided via an 800 number • Stable contact center infrastructure with scalability options • Inventory management with next business day delivery • Shipping request processing and RMA tracking • Defective product returns • Point of Contact • Transactional, fixed fee pricing • Flexible/scalable workforce and systems to handle equipment exchange • ISO 9001 Logistics center with scripted procedures and processes for consistent service delivery

13. Internet POTS FTP/XML Customers The “new” D1 operating model has the Service Desk as our service delivery hub DecisionOne Service Desks • Tier 1-3 Technical Support/Proficiency • Entitlement/Ticket Creation • Triage/Diagnostics • Tool Access/Diagnostics • Remote Resolution • Escalation • Intelligent Dispatch (Parts, Tech) • Infrastructure • Self-Help (Tier 0) Web • Email, Chat, Phone Services • Remote Monitoring/Mgmt • Entitlement Screening • Automated Alarms • Expert Systems/Knowledge Mgmt • Ticket Management • Diagnostic/Training Labs • Advanced Reporting Capabilities Field Technician & Engineers On-Site Support Logistics/Parts Forward & Reverse Svc Delivery Partners

14. ServiceRequests Tier 0 – Self-Service Dispatch Tier 1 – Entitle, Triage Dispatch FieldLabor … Tier 2 –Technical Knowledge Dispatch Knowledge-enabled Knowledge-Enabled Request Resolved Tier 3 –Product Knowledge Dispatch Networking & Comm. Tier 4 – OEM Knowledge Desktop Dispatch Knowledge-enabled A Foundation for World Class Service Delivery • Key Attributes • Tiered Service Delivery Model • Standard approach to service request processing (ITIL compliant) • Consistent data capture & reporting at all levels • Utilize common knowledge base for fast, quality resolution (80-90% resolved without field) • Self-service case access • DecisionOne value derived from IC sourced by field AND remote capabilities • Tier 0-2 – Can be bundled as “customer service” with CHD or TSD for partner; or backend “high tech” support Selected Key metrics: First Call Resolution, Dispatch Avoidance, First Field Call Effectiveness

15. Tiered Support Model Knowledge-Enabled • Knowledge is captured throughout • process (by client, call, product, issue, resolution, etc.) • Knowledge is re/used for triage & • resolution at all levels of support • Knowledge is available for • customer “self-serving” • Tiers leverage IP for “smart hands” • field labor/support • Field labor accesses and contributes • directly during onsite support • D1 valued derived through domain specific • IC versus field capability exclusively • Tier 0 – Self-Service problem resolution • Tier 1 – Scripted, knowledge-base resolution, broad IT service skills & knowledge • Tier 2 – Product specific knowledge & skills, certifications • Tier 3 - Deep dive skill & knowledge in target domain areas (e.g., DC, Desktop, N&C, etc.) • Tiers 2-4 – Primary source for knowledge base • Tier 0-2 – Will be bundled as “customer service” with CHD or TSD for partner; or backend “high tech” support • Tiers 3-4 – Will be bundled for specific TSD for OEM, Outsourcer, backline support, etc. Knowledge-enabled, Tiered Service Delivery

16. Next Steps We Take Care of Your Technology… Questions? So You Can Take Care of Your Business.

17. Appendices • Appendix A: DecisionOne Service Delivery Model • Appendix B: Standard VoIP Installation Service Delivery Model

18. Appendix A: DecisionOne Service Delivery Model

19. VoIP Client VoIP Partner D1 Service Desk Appendix B: Standard VoIP Installation Service Delivery Model Our approach builds a foundation for service support Standard Installation Reporting 11) Track and monitor performance and SLAs 12) Periodic Reporting • 4) D1 Service Desk: • Takes service request • Entitles caller • Schedules install • Dispatches CSE • Supports “smart hands” 3) Partner calls/schedules install with D1 10) Notifies Partner of completion OR solicits further information for problem resolution 2) Partner determined client network can handle voice-over-IP 6) D1 Service Desk confirms client site is ready & equipment is on-site 9) CSE notifies Service Desk of completed installation OR requests additional support for problem resolution 3.1) Partner Ships equipment to client site 5) CSE receives/ acknowledges service request OR “smart hands” support 1) Customer requests installation 7) Performs installation (or resolution actions) until successful or notifies Service Desk CSE 8) Install is successful, or fails

20. DecisionOne Corporate Profile • DecisionOne is the largest independent IT services provider in North America with 45 years experience in technology support services. We employ over 2,500 technology professionals in North America – including US, Canada and Latin America. • Our core business resides in local, reliable, cost-effective technology support services for Data Center, Desktop, Networking, Communications, and Specialty Equipment • Our Repair Depots and Remote Service Desks support the field service activity • You may know us as: • Bell Atlantic Business Systems Services, Sorbus, Decision Data, IDEA Servcom, Intelogic Trace, Memorex Telex, General Diagnostic Incorporated (GDI).

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