Customer Care Preliminary Recommendations

1. Customer Care Preliminary Recommendations Recommendations based on Future State Concept Mapping 6/22/2007

2. Customer Care Preliminary Recommendations • Agenda: • Purpose of Project • Walk thru the Concept Maps • Identify the proposed changes to the current processes • Understand how the customer moves through the entire process • Review the new concepts being proposed and identify which will become Projects • Determine which are “new” and which are “in process” • Discuss the Value and Merits • Determine Next Steps

3. The Purpose of the Project

4. Preliminary Recommendation List

5. Preliminary Recommendation List

6. Preliminary Recommendation List

7. High Level Future Concept Map

9. Call Routing

10. Call Routing

12. Call Handling

14. Research & Adjustments

16. Escalation Handling

17. Escalation Handling

19. ResQ Team

21. Sales

23. Point of Service VOC

24. Point of Service VOC

25. Appendix A

26. Appendix B

27. Current KPI Dashboard