Partner Onboarding Registration Pilot © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 1
Agenda Introductions What are our Partner expectations from Avaya Challenges of existing Onboarding. Registration processes What is the Global Onboarding project about? Short term fix and long term plan SIF and process Partners will use to complete pre and final registration during trial Questions and discussions © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 2
Customer and Partner Expectations Consistent and quality end-to-end experience Improved responsiveness and restoration Ownership, ethical behavior, professionalism, accountability, urgency Assignment of issues to the best skilled team or individual “Know Me” Product Quality, Serviceability, and Remote Support © 2007 Avaya Inc. All rights reserved. I’m not just a transaction Avaya – Proprietary & Confidential. Under NDA 3
Global Onboarding Hand-off Charter Project Scope: Process Start: Day 0 to Day 1 Hand-off Process Stop: Customer/Partner calling in for Service Problem Statement: Today a global, standardized process does not exist for the onboarding of customers, both direct and indirect. Less than 10% of Indirect onboarding events that pass through the COBC, PM and Final Registration teams contain all the information required to service the customer. This causes dissatisfied customers/partners/employees. This, in turn, leads to wasted productivity and money, lack of confidence in servicing the customer and immediate erosion of the value of the service contract. In Scope: - All Regions - All different groups and technologies used in on-boarding customers/partners: SIP, IPSS…. . - Indirect and Direct - Different offer processes for onboarding – capture the segmentation. Member/Elite/Signature/IPSS. - Spirit & Health Check Tools Out of Scope: - Day 0 Activities Business Case: By improving the accuracy and consistency of information and data handed-off during onboarding, Avaya will improve customer/partner/employee satisfaction, increase revenue, decrease defects and rework, and increase capacity in GSS. Defect Definition: An onboarding event not meeting the required data. Project Goal: Project Team: Role Name Champions Mary Ann Littler/Shirley Sword Master Black Belt Jeff Krasnesky Green Belt Org. Darrell Wunderlich Increase the percentage of Hand-offs meeting the Data Requirements by 50% © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 4
Global Onboarding Process Current process involves 17 potential handoffs prior to serviceability No existing global process No automated processes in 90% of transactions No automated metrics of critical input areas Regional teams unaware of best practices used in other global regions 4 critical input groups identified across global regions: – COBC – Implementation – Registration – Signature/IPSS © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 5
Quick Wins for Partner On Boarding Restructured final registration team to more technical title with higher skill set in August 2008 – New managers and associates – 24 X 7 support – No afterhours charges – Better accountability and ownership of Partner interactions Introduced existing checklists to global teams, until finalized process exists Reconfigured ART tool to insure registrations occur properly. Change modem connection process © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 6
Global Onboarding/Registration Solution CAVIOT Ticketing system – 1 System all associates can access – Mirrors existing process – Allows timelines/metrics for entire onboarding process SIF form – Forces first time accurate collection of mandatory data – Provides single, standardized template to replace existing systems Process proven to reduce defects in first time resolution by 54% Long Term – web enabled capabilities © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 7
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