Best Practices in Support

1

• Best Practices in Support
• Andrew Bennett, VP of Professional Services

2
Agenda

• 1000 AM Welcome
• Maria Day, Marketing, Onyx Software
• 1005 AM Onyx Best Practices in Support
• Andrew Bennett, VP of Professional Services, Onyx
  Software
• 1030 AM Netegrity Best Practices in Service
  Support
• Todd Clayton, Director of Business Systems,
  Netegrity
• 1055 AM QA

3
Support flow
New issue
4
Support flow Phone call response

• Allows for immediate productivity
• Requires integration with phone S/W
• Further modify to handle product based routing,
  customer tier based routing, or other routing
  criteria

5
Support Details Tab
6
Web incidents

• Onyx Customer Portal - OCP is a tool that allows
  you to communicate with customers via the web.
• OCP allows customers to
• Individually log in to see information relevant
  to them
• Create, view and update incidents via the web
• Have access to other customer only information
• OCP allows you to
• Manage access to information
• Control what customer sees in incident worknotes
• Provide customer only information

7
Onyx Customer Central
usingOnyx Customer Portal - OCP
8
Managing Incidents via the web
usingOnyx Customer Portal - OCP
9
Creating incidents via the web
usingOnyx Customer Portal - OCP
10
Email incidents

• Incident created and assigned to the company
  record to which the sender is linked (uses
  senders email address to query database)

usingOnyx eServices - Email
11
Distributing incidents process
new issue
12
Managing Incidents

• Use filter to display active incidents only
• Managers can use filters to monitor loads across
  the team

usingOnyx Employee Portal - OEP
13
Using the external KB

• Access to the External KB via links on Customer
  Central

usingOnyx Customer Portal OCP and Onyx Insight
14
Using the external KB
usingOnyx Customer Portal OCP and Onyx Insight
15
Escalation

• Normal escalations manually initiated
• Changing status
• Adding escalation contacts
• Automatic escalation routing
• Notifications email, messenger or both

• Automatic escalations - business rules based
• Incident priority
• Incident severity
• Customer tiering
• SLA
• Maintenance contracts

16
Automatic escalations - sample
New issue
Did too much time elapse before resolution?
N
done
Y
Did too much time elapse before resolution?

• Change status to escalated
• Notify escalation engineer
• Notify manager

N
done
Y

• Change status to Dev escalated
• Notify Dev engineer
• Notify manager(s)

17
Automatic assignment

• This notification occurs when an engineer is
  automatically assigned an incident. This serves
  as an alert that the engineer has a new incident
  that needs to be worked on.

usingOnyx Employee Portal - OEP
18
Escalation notification

• This notification occurs when an incident is set
  to the status of PS Escalation. This is when
  the engineer wants the help of the product
  specialist.
• Heres the logic in our business rule to
  generate this email
• Look up the product in team data tables
• Find the product specialist associated with that
  product
• Email that product specialist and the engineers
  manager

19
Alert message no one logged in

• This notification occurs when nobody is logged
  into the queue to take electronically submitted
  incidents. It alerts management that an incident
  is left unassigned.

20
Customer notification for web

• This notification is sent to the customer when
  there is updated information available on the web
  for a support incident.

21
Requesting feedback

• This message is sent to the customer when the
  support incident status is set to Closed.
  Frequency of survey is based on the customers
  preference. By default, every customer is asked
  for feedback on all support incidents.
• Yearly average response rate 14

22
Incident Level Survey form
23
Netegrity Best Practices in Service and
Support Todd Clayton, Director of Business
Systems, Netegrity
24
Agenda

• Netegrity Overview
• Goals Objectives for CRM
• Current State of CRM at Netegrity
• Key Integrations Technical Information
• Onyx Support Processes
• Key Benefits/ ROI
• Why Onyx?
• Sample Screenshots
• Q A

25
Netegrity Overview
Netegrity is the leading provider of security
software solutions that securely manage digital
identities and their access to enterprise
information assets.
What We Do
Netegrity provides identity and access management
solutions to improve security, reduce IT costs,
enhance revenues, comply with regulations and
increase business agility.
How It Helps You
Netegrity has the most integrated and proven
identity and access management solution. It fits
into your evolving environment, no matter how
large or how complex.
How Were Different
26
Global Leader in Identity and Access Management
Representative Customers

• Created the access management market
• Drove development of industry standards
• Still lead in customers, deployments and
  innovation
• Leader in Gartners Magic Quadrant for 3 years
  running
• 250M licenses at over 700 customers worldwide
• Including more than half of the Fortune 100
• 22 multi-million user customers
• Active deployments serving more the 5 million
  users
• Extensive partner network

27
Goals Objectives for CRM

• Netegritys Vision for CRM
• Consolidate information in home-grown and
  personal applications to provide a competitive
  edge
• Increase customer satisfaction by enabling all
  employees to see one view of the customer
• Streamline pipeline forecast and order entry
• Reduce costs by streamlining all activities from
  Creating the Campaign through Winning the
  Sale
• Report critical data for Marketing, Sales,
  Customer Support Finance
• Increase after-market revenues by enabling
  up-selling opportunities and maintenance renewal
  management

28
Netegrity CRM Project Timeline

• October 2000
• Sent RFP to industry leading CRM Vendors.
• December 2000
• Software purchased, Consulting contract signed
• May, 2001
• ONYX Customer Center 5.0 for Sales and Marketing
  is live!
• August 2002
• Onyx Employee Portal 4.0 is live!
• May 30, 2003
• Onyx and Interactive Intelligence live in the
  contact center!

29
Current State

• Onyx Employee Portal is a mission critical
  component of Netegritys daily operations
• Netegrity utilizes 95 of available Onyx
  functionality including OEP and OCP (currently
  investigating OPP)
• Users
• 300 Total
• 70 Remote usage
• 25 Overseas
• 35 Daily usage
• Heavy usage by Sales, Marketing, Support and
  Executive teams
• Expanding coverage to Partner Programs
• Seamless integration with Great Plains ERP system
  and Netegritys corporate Web site

30
The Customer Support Problem

• Netegritys customers are accustomed to the
  highest levels of service support.
• Customer surveys showed that continued support
  improvement was required.
• Netegrity has to service many partners including
  Deloitte, Ernst Young, PwC, Accenture, HP, etc.
  
• Management had no effective measurement of inside
  sales call volume
• Customers not current on maintenance were eating
  up too many support hours
• No consistent way to identify and prioritize
  customers with higher support packages

31
Netegritys Plan to Improve Support

• Onyx and I3 provide all support agents with a
  single customer view
• Intelligent routing based on SLA and support
  agent skills (can route support calls to
  appropriate agent based on the customers level
  of support and the agent most able to respond to
  the call).
• Screen pops give support representatives quick
  view into urgent and time sensitive information
• Agents have the ability to view the universal
  queue across all channels (phone, e-mail, web)
• Maintenance agreements are automatically
  verified. If the customer is not active on
  maintenance, they are immediately routed to
  inside sales not support

32
Inside Sales Enhancements

• Inside sales uses Onyx to track exact number of
  calls per day, which ties into compensation
• Automation of outbound call campaigns tied in
  through List Manager
• Notification of customers with expiring
  maintenance for proactive renewal
• Ability to add Attachments (Account Profile,
  Contracts, etc) to both company and incident
• Customer purchases summarized by product family
  in Product tab
• Ability to search by company type (customer)

33
New Support Site Features for Customers

• Personalized Support Dashboard
• Support Contract Summary
• Alerts and Hot Fixes for products owned only
• License Keys for all products (will be built over
  time)
• Open Support Cases - Cases awaiting customer
  update are highlighted
• Netegrity Contacts
• Netegrity Announcements
• Login ID is customer email address

Enhanced Products Section (incl. FTP
downloads) Access to Netegrity Marketing Events
and Literature More detailed case
information Refined Knowledge Base Self service
Management of Account Contact Info
Passwords Access to Company specific Files (Site
Maps, License Keys, logs, etc.)
34
New Support Site Features for Partners

• Expanded Access to Netegrity support site
• Dynamic linkage for onsite consultants as
  Partners or as Agents for Customers
• Personalization access to product information
  based on Products owned on each partner or
  customer site.

35
Key Benefits/ ROI

• Supporting five million users or more many are
  moving to the self-service options on the web
• Recouped a million dollars to date
• Sixty contact center reps are 20 more effective
• Eliminated the need for 25 additional agents
• Recently won an award for excellent customer
  satisfaction
• Customers are delighted with shorter wait times
  and increasing first call resolution rates
• Universal queuing is encouraging more customers
  to interact with support over the web (cost
  savings)

36
Why Onyx ?

• Complete CRM Functionality Vision
• Scalable Solution
• Proven track record with High Tech companies
• Single environment to serve multiple functions
• Marketing Campaign management
• Inside Sales Leads qualification and
  dissemination
• Sales Contact management, Quotes, Pipeline
  Forecasting
• Customer Support Incident tracking resolution
• Partners Relationship management
• Best of Breed Technology
• Onyx delivers quality products built on industry
  standards (XML)

37
Onyx Web Platform Value Proposition

• For Users
• Single point of entry for all applications
  provides high quality user experience
• Self-service tools increase customer satisfaction
• Quality user experience with single sign-on
• For Businesses
• Single view of the user increases additional
  revenue opportunities
• Centralized infrastructure reduces risk and
  enforces corporate governance
• Pre-integrated solution dramatically reduces
  costs of deploying and managing the solution

38
Onyx Infrastructure
Internet
Netegrity Network
Nokia IP530 Firewall

• SiteMinder
• User Store
• SMTP Server
• Great Plains
• Crystal Web
• OFS
• List Handler

2xCompaq DL360 OEP
Other Resources
2xCompaq DL360 OCP
Secure DMZ
DMZ
Hosted at off-site facility
Other Servers
39
Onyx Company Data
Company Address, Phone, email, primary contact
link
40
Onyx Individual Data
Individual Address, Phone, email, company link
41
Sample Call Flow for Support and Inside Sales
Calls to Inside Sales
Call to Support
Customer provides incident ID or customer ID
Call will route to Inside Sales rep via
geographic routing table based upon ANI
If Customer provides their Onyx Id, their
Customer Power Page or incident will Pop open
If ANI not detected, customer enters phone number
If the Customer provides no information or the
contract has expired they get routed to Inside
Sale
If the Customer provides no information, a
search screen will pop open
If Inside Sales cannot be reached, Customer will
leave voice mail in Inside Sales voice mail box
or will be directed to the web
If Inside Sales cannot be reached, Customer will
leave voice mail
42
I3 Integration Screenshots
All Phone Numbers Click-able
Embedded Call Connector
List Manager Integration
43
Enhanced Products Section
Support Contract
Total Licenses
Supported Products Expiration dates
All Purchases
44
KB Screenshot
45
Sample Support Site Screenshot
Session information (Last Logged in, etc)
Alerts and Hot Fixes for your products
Netegrity Contacts
Contract Information
License Key Files
Open Support Cases
46
Web Services

• XML allows standard method for Netegritys
  products to interact with OEP
• Allows us to combine information from multiple
  systems and present it for easy access through
  the portal
• Future use of Netegritys TransactionMinder
  product will allow us to secure XML documents
  within our infrastructure

47
Summary

• Huge benefit in all information centralized into
  Onyx
• Lowered call wait times and ability to react
  proactively to increased Support volumes
• Unified queuing and skills-based routing greatly
  improved initial response accuracy and timeliness
• Customers appreciate improved personalized
  services and support
• Just beginning to realize full ROI as ROI
  compounds over time

48

Q A