“Raising the bar in Customer Service”

1. “Raising the bar in Customer Service”

2. 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

3. 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

4. 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

5. 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

6. 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

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

8. 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

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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. Questions? Mercury Confidential & Proprietary