Raising the bar in Customer Service Agenda

“Raising the bar in Customer Service”

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 2

Business Technology Optimization BUSINESS Demand Are we working on the right things? Applications IT GOVERNANCE Are we doing them right? Are we delivering business value? APPLICATION DELIVERY DEVELOPMENT APPLICATION MANAGEMENT INFRASTRUCTURE Mercury Confidential & Proprietary 3

Mercury’s BTO Offering Portfolio IT GOVERNANCE MERCURY IT GOVERNANCE CENTER™ Dashboard Demand Management Portfolio Management Program Management Project Management Resource Management Time Management Financial Management Change Management Foundation APPLICATION MANAGEMENT APPLICATION DELIVERY MERCURY QUALITY CENTER™ MERCURY PERFORMANCE CENTER™ MERCURY BUSINESS AVAILABILITY CENTER™ Dashboard Test. Director Requirements Mgmt • Test Plan Test Lab • Defect Mgmt Load. Runner End User Management Diagnostics (J 2 EE, . NET, SAP, Siebel, Oracle) Service Level Management Functional Testing Quick. Test Professional Win. Runner Tuning Diagnostics (J 2 EE, . NET, SAP, Siebel) Capacity Planning Application Mapping Business Process Testing Global Management System Availability Management Foundation Solutions available for: J 2 EE • . NET • SAP • Siebel • Oracle • People. Soft DELIVERY OPTIONS Managed Service Combination In-house Deployment Mercury Confidential & Proprietary 4

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 T 2 and R&D Mercury Confidential & Proprietary 5

Mercury CSO Structure VP- Technical Services Tier 3 (R&D) Director - CSO, EMEA Operations Manager Tier 2 Centre Managers (4) Support Delivery Managers (2) Tier 1 Senior Manager CSR Team Leader Tier 1 Service Managers (4) Tier 2 Engineers (10) Tier 1 Engineers (40) CSR Reps (3) Mercury Confidential & Proprietary 6

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

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 8

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

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 10

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 11

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 12

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 13

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 14

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 15

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 16

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 17

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 18

CSO Quality Programme Customer Strategy Continuous Improvement Career Development Plan Soft Skills Training New Hire CSP Refresher Monitoring/Coaching Phone SR Surveys Effective Leadership Mercury Confidential & Proprietary 19

Questions? Mercury Confidential & Proprietary 20

Mercury Confidential & Proprietary