SUPPORTWORKS ENTERPRISE SUPPORT PLATFORM Integrated Solution for IT

/SUPPORTWORKS ENTERPRISE SUPPORT PLATFORM Integrated Solution for IT Service Management and Business Process Support

/INTRODUCTION Introduction to Supportworks ESP (Enterprise Support Platform) automates and manages request and service management-related business processes. Supportworks ESP is the foundation of Hornbill’s IT Service Management and Business Help Desk solutions.

/INTRODUCTION About Polaris Net Only Supportworks solution partner in the Asia Pacific region. Has been providing technical support for Supportworks since 2008. Polaris Net has the expertise in designing, implementing and supporting service desks, customer portals, Customer Relationship Management (CRM) tools for clients in Malaysia, Singapore, Australia and the UK.

/HISTORY AND TRACK RECORD Supportworks & Hornbill Since 1995 Customers Customer base in Europe, Americas, Asia and Africa 95% Retention Rate 15% of UK’s FTSE 100 (100 most highly capitalised UK companies listed on the London Stock Exchange)

/CUSTOMERS Consultancy, Tech & Communications Accenture Atos Origin CSC BT Virgin Media Education University of Nottingham Sheffield University Thames Valley University of Exeter University of Hull University of Cambridge Oil & Gas Talisman Energy Retail & Manufacturing Camelot Comet Consumer, Travel & Utilities Du Pont BBC MJ Gleeson Arriva Halfords Pepsi Cola Aston Martin Johnston Press House of Fraser Financial & Business Services Fortis Insurance Chubb Insurance Company Countrywide Allianz Government & Health Ministry of Defence Sussex Police Home Office RAF Greater Manchester Fire

/AWARDS, AFFILIATIONS & CERTIFICATIONS Supportworks & Hornbill IT Service & Support Technology Supplier of the Year - June 2008 HDI Vendor of the Year 2007 – Runner Up HDI Vendor of the Year 2005 – Winner

/SUPPORTWORKS PRODUCT OVERVIEW

/OVERVIEW What is Support. Works? Service Desk software IT Support Business Support Similar but different from CRM Used by IT support staff, call centres, business support operations Internal and external Integrates with telephony and email systems

/OVERVIEW

Supportworks /OVERVIEW

Supportworks /OVERVIEW ESP Server

/OVERVIEW Optimising Service Management With Supportworks is built on Hornbill’s high performance and scalable Non. Polling Architecture (NPA). Supportworks ESP provides real enterprise power at a mid-market price point.

/OVERVIEW The platform’s core modules provide: Service level management (SLA) and escalation Notifications and email integration Approvals Connectivity and enterprise integration Fully-scriptable forms environment with a simple drag-and drop design interface for changing or designing forms, even while the application is live.

/FEATURES

/FEATURES Request/Ticket Management Email and Communications Scheduling / Calendar Productivity Tools Knowledge Management Reporting and Monitoring Service Level Management Business Process Automation and Workflow Web Ready

/SUPPORTWORKS FOR IT SUPPORT Overview Supportworks is ideal for the help desks/service desks where speed of deployment, ease-of-use and rapid user adoption is important. It provides a comprehensive set of pre-packaged ITIL-compatible processes, enabling IT to meet business requirements and goals. Supportworks increases productivity by automating service management tasks, freeing IT staff to focus on the most important tasks; thus improving service quality and customer satisfaction.

/SUPPORTWORKS FOR IT SUPPORT “The Human Touch” The existence of the ‘human touch’ when delivering support ranks very highly with customers. Poorly directed technology can put a barrier between the customer and the service desk, creating layers of bureaucracy and slowing down resolution. Supportworks empowers service desk staff, presenting them with valuable information about the customer, enabling them to tailor their response to deliver a better customer experience.

/SUPPORTWORKS FOR IT SUPPORT “The Human Touch” - Continued Relevant information, such as the customer’s priority services, their general competence with technology and satisfaction with IT service quality enables IT staff to respond in the most appropriate manner and deliver the best possible service experience to each customer. The ‘human touch’ within Supportworks empowers service desk staff, enabling them to make a real difference to the customer’s perception of service quality.

/SUPPORTWORKS FOR IT SUPPORT Business Benefits Streamline and automate your customer service requests. Improve customer satisfaction. Increase the productivity of your IT support staff. Lower the cost of your IT support service. Reduce technician training time with a familiar look and feel.

/SCREENSHOTS New Calls/Tickets

/SCREENSHOTS List of Calls/Tickets (via Portal)

/SUPPORTWORKS FOR CUSTOMER SUPPORT Business Challenges Companies who devote the majority of their energies and resources to getting new customers often do so at the expense of their existing customers. Customer attrition is driven by a number of different factors, but the single largest cause is the lack of a customer communication strategy. The resulting neglect can erode the trust and equity found in repeat customer relationships -- ultimately resulting in customers taking business elsewhere.

/SUPPORTWORKS FOR CUSTOMER SUPPORT Business Benefits Automate and streamline your customer enquiry and service request handling processes. Develop customer loyalty through intelligent and consistent communications. Improve customer satisfaction.

/SUPPORTWORKS FOR CUSTOMER SUPPORT Business Benefits Integrate with productivity tools to automate common tasks such as writing letters, sending faxes or email, etc. Reduce costs by increasing the productivity of your customer service and support staff. Reduce operator training time with a familiar look and feel.

/SCREENSHOTS Customer Details

/SCREENSHOTS Knowledgebase (via Portal)

/SUPPORTWORKS FOR COMPLAINTS MANAGEMENT Overview Supportworks can record and track customer complaints from notification to resolution. Using workflows to guide the user, Supportworks ensures that the correct process is followed by the operator, ensuring that the customer gets an immediate response, in writing where required and notifies the appropriate people within the organisation about the complaint

/SUPPORTWORKS FOR COMPLAINTS MANAGEMENT Business Benefits Records and tracks all customer complaints and provides the customer with a unique complaint ID. Enables the automatic creation of email messages or letter at the point of registering the complaint and during the complaint handling process. Using Workflow and Service Level Agreements, each complaint is automatically monitored by the system to make sure the complaint is being handled in a timely manner.

/SCREENSHOTS New Calls/Tickets (via Portal)

/SUPPORTWORKS DEMONSTRATION

/THANK YOU For more information, visit our website at: www. polarisnet. com. my