Simplifying Operations Lorna Darley, Jim Wils on & Storm Rohnstrom - Ingram Micro

1. Simplifying OperationsLorna Darley, Jim Wilson &Storm Rohnstrom - Ingram Micro

2. Big Picture We’ve heard your feedback: Business Relationship Communications Variable Quality Challenging engagement Variable Quality “If we have a query that needs to be escalated within MS it takes too long for a resolution” Programs Systems & Tools “Difficult to determine which avenue to address queries to…” ESA Fees “There are cases when we are send to find the information somewhere else (local LSS etc). I think we should receive a clear response for our questions.…” Readiness Invoices “Often orders for OLS and Azure are not processed correctly and rules are very unclear…” Turnaround Time Online Services Returns Product Download “Now, we should use about 10 different webtoolsto make business with Microsoft. Every tool has different login system, different database…” Query Manage “Explore.MS: - not user friendly, cluttered, bad performance - information are not easy to find…” Support inefficiencies Accuracy and speed Credit Services Transaction Accuracy Channel Incentives “CLT responses are hit and miss. Standard non-complex queries are generally fine. However, the more complex queries always lack detail and information…” Rebates “The detailed answer to a request is usually received after repeatedly asking the question.…” OAM Service Fulfilment Credit Adjustments

3. Let’s Break New Ground Together in… Variable Quality Accuracy and speed Quality in a complex environment Complex Query Management Process Automation Challenging engagement Variable Quality Support inefficiencies Accuracy and speed Support inefficiencies

4. Quality in a complex environment | Current Situation Variable Quality Accuracy and speed Simplicity and quality are tied Improvement opportunities exist throughout the process

5. Quality in a complex environment | Key Learnings & Implications Variable Quality Accuracy and speed Agent Training and Certification Quality Dashboard License Transfers–simplify rules and ‘non-negotiable’

6. Quality in a complex environment | Next Steps & Key Actions To Be Taken Variable Quality Accuracy and speed 100 % Agents Ops Academy certified May FY 14 30 % reduction in transactional errors. Invoices right first time First Pass Yield >92% June FY 14 20 Days per partner given back per year Reduce credits/rebills for EOC errors by 30% FY15 Reduction of over 1000 Credit and rebills per year

7. Complex Query Management | Current Situation Challenging engagement Variable Quality Support inefficiencies OPERATIONS 23.86 P&F 900 hrs 11.38 17 49+ 12 PartnerSource GetHelp Partner CLT Email CAP tool Live Chat

8. Complex Query Management | Key Learnings & Implications Challenging engagement Variable Quality Support inefficiencies

9. Complex Query Management | Next Steps & Key Actions To Be Taken Challenging engagement Variable Quality Support inefficiencies

10. Process Automation | Current Situation Accuracy and speed Support inefficiencies Simplicity and manual processes are tied Improvement opportunities exist throughout the process

11. Process Automation | Key Learnings & Implications Accuracy and speed Support inefficiencies Automated SOX checks Increased accuracy and speed of processing-deals get processed faster Automated CPS Upload Increased accuracy and speed of processing-Credit and rebill reductions Automated COCP processing Large quantity COCPs processed systematically-no time delay to process –revenue opportunities not lost Self-Serve options Changes done when required – no delay

12. Summary | Where Are We Going? To...Predictable High Quality To...Respecting your time with right first-time answers To...Evolving Quality From...Variable experience Query Management From...Stealing your time with multiple answers Process Automation From...Limited

13. Thank you.