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Introducing PartnerWorld Contact Services

PartnerWorld Contact Services. EMEA, Greenock Service Centre. Introducing PartnerWorld Contact Services. Frank Cromack: Manager, EMEA PWCS. What is the role of PartnerWorld Contact Services ?.

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Introducing PartnerWorld Contact Services

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  1. PartnerWorldContact Services EMEA, Greenock Service Centre Introducing PartnerWorld Contact Services Frank Cromack: Manager, EMEA PWCS

  2. What is the role of PartnerWorld Contact Services ? To provide a single point of contact for all types of IBM Business Partner by phone and e-mail, and to assist BP facing IBM employees To answer as many BP requests at "First Access" as possible To take ownership of requests that require escalation or assistance from other IBM departments To compliment IBM's web based BP information sources, to assist in navigation and to increase usage of web resources To handle each request to the satisfaction of the requester To provide administration support for registering new BPs PartnerWorld ContactServices EMEA, Greenock Service Centre ibm.com | IBM Confidential | rsmt.BTO2303.mar03.ppt

  3. What languages do we support ? Native language support for English, French, German, Italian, Spanish, Dutch, Danish, Swedish, Norwegian, Finish, Czech, Russian, Slovakian, Hungarian, Polish, and Slovenian for both e-mails and phone calls ( 21 countries via a local country telephone number) Support for Israel*, Turkey*, Greece* and Portugal with local access numbers in English. In addition to the core twenty one countries PartnerWorld Contact Services provide support, already requests have been received from another fifty-seven countries in EMEA in 2004: from Algeria to Zimbabwe * Planned launch on 25th October 2004 PartnerWorld ContactServices EMEA, Greenock Service Centre ibm.com | IBM Confidential | rsmt.BTO2303.mar03.ppt

  4. How well is PWCS performing ? PWCS handled over 125,000 calls, 20,000 e-mails and made 13,000 outbound calls to Business Partners 2004 so far 58,740 calls, 14,768 e-mails and 11,155 outbound calls handled First Access Resolution at 72.9%, year-on-on-year increase of 12.7% (versus target of 65% 2004 to date FAR is 71.7% (excluding techline calls 83.6% ) BP Satisfaction ended YTD on 84.2 %, an increase of 5.2% from start of 2003 2004 to date BP Satisfaction is 85.5% (sample size of 834 surveys) Average speed of answer 9 seconds for inbound calls E-mail requests average response time of 1 hours 41 minutes 2004 drive to web rate of 19.8% showing link between PWCS and BP web resources support PartnerWorld ContactServices EMEA, Greenock Service Centre EMEA, Greenock Service Centre PartnerWorld Contact Services ibm.com | IBM Confidential | rsmt.BTO2303.mar03.ppt

  5. ibm.com PartnerWorld ContactServices EMEA, Greenock Service Centre EMEA, Greenock Service Centre 1. Providing assistance with ID / PW issues BP’s experience when accessing web-based tools and resources 2. Advise on PartnerWorld program benefits, membership requirements, membership levels and how to join 3. Certification requirements, how to register for courses, how to report certifications, links to learning services and testing centres 4. Support in accessing pre-sales technical support, advise on Passport Advantage software banding, and information on evaluation / demonstration software, as well as hardware leasing schemes 5. Questions on the new trackless PartnerWorld and new Partner Profile System, which will become the main BP database What sort of queries can PartnerWorld Contact Services help with ?

  6. ibm.com PartnerWorld ContactServices EMEA, Greenock Service Centre EMEA, Greenock Service Centre EMEA e-mail: emeapw@uk.ibm.com URL: www.ibm.com/partnerworld/contact

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