© 2005 avaya inc. all rights reserved. emea business partner workshop module i: emea csc general...
TRANSCRIPT
© 2005 Avaya Inc. All rights reserved.
EMEA Business Partner Workshop
Module I:
EMEA CSC General Overview
EMEA Business Partner Workshop
Module I:
EMEA CSC General Overview
EMEA Customer Support Center
2© 2005 Avaya Inc. All rights reserved.
Workshop Agenda Day 1• 09:30 – 09:45 EMEA Business Partner (BP) Workshop Day 1 Opening
• 09:45 – 11:00 Module I: EMEA CSC Overview EMEA CSC Introduction, Operations (Ops) Structure, Operating Model, Contacting
EMEA CSC, Required IDs & Passwords, Avaya Learning Center, EMEA BP Program, Avaya Satisfaction Program, EMEA CSC Support Functions Overview
• 11:00 – 11:15 Break
• 11:15 – 12:15 Module II: EMEA Order Management (Mgt) Methods of Placing Orders, Product Lead Times, Order Management Documentation
• 12:15 – 13:00 Lunch
• 13:00– 14:30 Module II: EMEA Order Management (Cont’d) Global Trade Compliance, Order Management Applications (Incl. Demonstration of VPN/ARA, PLAT, ASD, Online Ordering Tool), Pre-Sales Support, Online Order
Tracking
• 14:30 – 14:45 Break
• 14:45– 16:00 Module II: EMEA Order Management (Cont’d) Order Change Policies (Change/Hold/ Cancellation/ Expedite), Sales Out Reporting, Reverse Logistics: Claims, Repairs
• 16:00 – 16:15 Module II: Other Support Functions (in brief) Post-Sales & Remote Technical Support (RTU & RFA), Partner Support Services, Contract Management, Credit & Collections, Billing
• 16:15 – 16: 30 Close, Q&A
3© 2005 Avaya Inc. All rights reserved.
Workshop Agenda Day 2 MODULE III
One to One SessionTo address Specific Requirements
Hands on session with Subject Matter Experts Customer Support Associate (CSA) &
EMEA CSC BP Helpdesk Specialist
Operational support on order handling/order management, review of order management requirements or outstanding questions
Technical/installation support and in-depth training on applications (ASD, PLAT, VPN), enrollment support for various applications (access issues)
4© 2005 Avaya Inc. All rights reserved.
EMEABusiness Partner (BP) Orientation Workshop
Module I:EMEA CSC General Overview
Module I:EMEA CSC General Overview
Module II:EMEA
Order Management & Other Support Functions
Module II:EMEA
Order Management & Other Support Functions
Module III:Hands On Session
with SMEs
Module III:Hands On Session
with SMEs
EMEA BP Workshop Modules
Module I: EMEA CSC General Overview EMEA CSC Introduction, Structure & Operating Model, Contacting EMEA CSC, Required IDs & Passwords, BP Program, Avaya Satisfaction Program, EMEA CSC Support Functions
Module II: EMEA Order Management & Other Support Functions Methods of Placing Orders, Product Lead Times, Order Management Documentation, Global Trade Compliance, Order Management Applications (Incl. Demonstration of VPN/ARA, PLAT, ASD, Online Ordering Tool), Pre-Sales Support (ATAC ExchangePlace), Online Order Tracking, Order Change Policies (Change/Hold/ Cancellation/ Expedite), Sales Out Reporting, Reverse Logistics: Claims & Repairs. In brief overview of: Post-Sales & Remote Technical Support (RTU & RFA), Partner Support Services, Contract Management, Credit & Collections, Billing
Module III: Hands on session with Subject Matter Experts (SMEs - Customer Support Associate (CSA) and EMEA CSC BP Helpdesk Specialist) Operational support on order handling/order management; Technical/installation support and in-depth training on applications (ASD, PLAT, VPN) incl. enrollment support for various applications.
https://enterpriseportal.avaya.com/ptlWeb/appmanager/ptl/bp?_nfpb=true&ptlRewrite=true&_pageLabel=spCP&sp_content_portlet_actionOverride=gotoRewrite&rewrite=/CS200645115641625083/C200512161697811038/SN20061018185358812023/SN20061018185358812023
5© 2005 Avaya Inc. All rights reserved.
Module I Objectives
Understand the features and services of the EMEA Customer Support Center (CSC)
Identify ways of interaction between you and the EMEA CSC and required IDs and passwords
Get insight into the EMEA CSC structure and model
Obtain high level information about Avaya EMEA Business Partner Program
Learn to navigate the EMEA Business Partner Portal and Avaya University (Avaya Learning Center) web site
Become familiar with the Avaya Satisfaction Program
6© 2005 Avaya Inc. All rights reserved.
Avaya, a Leader in Business Communications Enabling Business, Large and Small, to Communicate and Compete
A century of experience and innovation
No. 1 in IP telephony, contact centers, mobility solutions,and PBX maintenance services*
Avaya Labs, a leader in communications software: 3,000 patents/applications
More than 2,500 Business Partners globally and 1 million customers - 90% of Fortune 500®
20,000 employees in 50 countries
Systems Systems Services Services
ApplicationsApplications
AvayaCustomer
Value
AvayaCustomer
Value
…customer path, pace and choice
…customer path, pace and choice
* From, respectively, Synergy 2Q’05, Frost & Sullivan ‘04, InfoTech ’05, MZA ‘03, InStat/MDR‘03, Radicati ‘04, InfoTech ‘05
,
Avaya At A Glance
7© 2005 Avaya Inc. All rights reserved.
Avaya in EMEA
More than 1,000 Business Partners
Developing partnerships with leading Service Providers and Global Systems Integrators
>7,000 Avaya associates
29 countries, nearly 60 local sites
Three Centres of Excellence and 12 country-level Technical Support Centres
8© 2005 Avaya Inc. All rights reserved.
EMEA CSC Vision & Mission
Vision: Make Avaya a partner that is:easy to do business with
in a competitive market
Mission: To consistently provide best in class support to our Customer Base, through Reliability, Diversity and Integrity and as a Valued Partner of the EMEA Business Community
9© 2005 Avaya Inc. All rights reserved.
EMEA CSC Priorities
People: Continue to develop the EMEA CSC highly motivated and highly performing team to align to increasing customer expectations
Business performance: Excellent execution to the targets of a balanced scorecard of X-functional Key Performance Indicators
Customer engagement: simplify the way we serve our customers – internal and external
10© 2005 Avaya Inc. All rights reserved.
EMEA CSC Scope
At your service, located in Rijswijk, The Netherlands (area of The Hague)
Support to Business Partners (BPs) in Europe, Middle East and Africa (EMEA)
Order fulfillment and country Sales Ops Centers support for Direct business in EMEA
Operations support to all Enterprise Communications Group (ECG) products (CSD, Appliances and Applications) and SMBS (Small Medium Business Solutions) Business Groups
Language support in 6 European languages
Business PartnerSupport
Business PartnerSupport
EMEA Region
Support
EMEA Region
Support
Avaya Product
Portfolio Support
Avaya Product
Portfolio Support
MultilingualSupport
MultilingualSupport
11© 2005 Avaya Inc. All rights reserved.
EMEA Customer Support CenterRijswijk, The Netherlands
EMEA Customer Support CenterRijswijk, The Netherlands
English
Français
Русский
Italiano
Español
Deutsch
EMEA CSC Support Languages
12© 2005 Avaya Inc. All rights reserved.
University
Bachelor
Other
Currently 92 employees
44.1%21%
Representatives of 34 Countries:
EMEA CSC Employees Facts
Australia – Belgium – Brazil – Chile – Comoros Islands – Denmark – Egypt –
Finland – France – Germany – Hungary – India – Israel – Ireland –
Italy – Jordan – Lebanon – Lithuania – Malta – Netherlands – Nigeria –
Norway – Poland – Russian Federation – Senegal – Sierra Leone – Slovakia –
Spain – Switzerland – Turkey – Venezuela – Ukraine – United
Kingdom – United States of America
34.9%
Education
13© 2005 Avaya Inc. All rights reserved.
GERMANYSales & Services
Hans-Jürgen Bahde
High Growth Markets (NEMO/MENA)
Sales & ServicesRoland Richter
UK/IRE/SAFRSales & ServicesBuddie Ceronie
Sales Operations David Ruggiero
EMEA ChannelsPat Hume
EMEA Supply ChainDirk Jan Dekker
HRJeff Mandel
FinanceJoe Martucci
ITEdmundo Ruiz
ServicesLars-Ole Hansen
Prod Mgmt / R&DAndreas Von Meyer
zu Knonow
Legal CounselMichael Beck
D
D
DDDDDD
F DDual reporting into another function within EMEA Dual reporting into a corporate / US functional group
EMEA CareSteve Gill
D
EMEA Organization (Level 0)
Carlos Sartorius President, EMEA
WESales & ServicesHelmut Reisinger
Channel ManagementElena Kamenskaya
MarketingMorag Lucey
D
Strategic AccountsSimon Claringbold
D
14© 2005 Avaya Inc. All rights reserved.
Avaya EMEA Business Partner
Customer
Avaya Channel Account Manager
Avaya Back Office FunctionsOther BP Support Functions: Marketing, Channel Management,
Contract Management, Credit, Billing, Collections
Operations Support Structure
Avaya EMEA CSC Avaya Global Services
EMEA Customer Care Steve Gill
EMEA Supply ChainPete Little
Customer Master Data
Reporting and Technology
Customer Contact Center
Order/Materials Management (incl. Claims)
Warehouse/Fulfillment
EMEA ServicesLars-Ole Hansen
WarrantyReplacements
Repair
Advanced Parts
Replacement
Post-SalesTechnicalSupport
Remote Technical Services
Business Partner Support
& Applications Helpdesk
15© 2005 Avaya Inc. All rights reserved.
EMEA Customer CareSteve Gill
Reporting and TechnologyJim Murphy
Customer Advocacy & Six-Sigma
John Cleghorn
CICUwe Remy
Offer Management/Order Entry
Juergen Stiefvater
Offer Management/Order
Entry Petra Sanio
InboundHolger Kerst
Clearing/Offer DeskRobin Steinert
Customer Contact Center
Maxim Stebelev
UK/I/RSASally Gray
HGM Tatiana
Kharlamova-van Setten
WEEChris Anderson
BP Support Rémy Damond
BP SupportAlla van Bommel
Applications Help DeskStefano Pespane
Applications Help DeskPietro Grande
Sales Operations Center
Elmar Gasterich
UK/Pan EMEAKaren Saunders
D-FR-IT-ESWolfgang Vospohl
HGM,A,CHBarbara Grosse-Wichtrup
BeneluxBart Jan Bok
Customer Master Data
Rémy Damond
CoachSue Guns-Carnes
Data StewardAgnieszka Pisarek
Data StewardLuna Cardenas
Data StewardNikolina Vasilangos
Data StewardAisha de Valk
Data StewardTBH
EMEA Customer Care Org Chart
16© 2005 Avaya Inc. All rights reserved.
Steve GillDirector EMEA Customer Care
Sally GrayTeam Supervisor UK/I/SAF
Tatiana Kharlamova-van SettenTeam Supervisor HGM
Alla AlekseevaComptek, Verysell, UA, Azerbijan
Anna VeselovaCroc, OCS, KZ, Israel Indirect
Alla NazarbaevaMarvel, Dialog Delta, Atlantis, ACS,
NWG, IT, Rosnet, GR/CY, Malta
Ana SuchanovaAlon, Compulink, Avaya Direct,
Baltics, TR/CY
Chris AndersonTeam Supervisor WEE
Toni Lawrence
Nick Sharp
Lucile RouvierFR, CH, BE
TBDNetherlands Indirect
Jaimy FischerDE
Hadeel HasanOman, Kuwait, Jordan, Bahrain
Belgium Indirect, Benelux Direct & SMBS Netherlands
Alicia MartinezSpain Indirect & Direct
Beata MeerPL, DNS, Hungary direct,
Czech/Slovakia
Daniel Duglokecki
Philip LudersNordics, HU Indirect,
RO, BG, SLO , Israel Direct
Nadia TahtahUnited Arab of Emirate, Saudi Arabia
Egypt
Amel BouhlalFrance, Tunisia, Morocco
& Lebanon
Maksym Stebelev Manager EMEA Customer Contact Center
Kimberley Prior
Silvia PietrosantiItaly Indirect, Direct
Customer Contact Center Org Chart
17© 2005 Avaya Inc. All rights reserved.
Customer Contact Center (CCC)
Indirect Channel Business Partners’ single point of contact, including pre-order inquiries, receiving, validating and processing customer purchase orders, order status provisioning, claims acknowledgement
Converting of Sales Quote to Sales Order; providing a clean Sales Order to EMEA Supply Chain Order Management Logistics
General information support and customer service
Maintaining a positive Business Partner relationship
Providing closed loop communications
18© 2005 Avaya Inc. All rights reserved.
EMEA Customer Master Data
SAP Customer Master Data creation and maintenance for the EMEA Direct & Indirect Channels
PRM master data creation/maintenance for Tier 1 & Tier 2 Business Partners
Partner on-boarding support
ATAC identifier creation
Can be reached at [email protected] or by dialing the EMEA CSC ONE Number ( menu option )1
19© 2005 Avaya Inc. All rights reserved.
3 Main EMEA BP On-boarding PhasesStarting point for On-boarding activities
Alignment with the local country strategy
Recruitment Pack is provided to best propose Avaya and attract the partner
Mandatory information obtained to initiate smooth On-boarding Process
Engage
Process
Welcome
Internal Phase to set up the partner in Avaya systems
No partner involvement, except for contractual activities
Common effort of various Avaya teams
CAM informed about the progress
Final phase of partner becoming LIVE
Welcome Pack is provided and contains details about available Avaya programs and support
BP Welcome E-mail in local language with partner Account information
Welcome To Avaya face to face meeting with the BP to ensure clear hand over to the Operations TeamEMEA BP On-boarding Portal (for Avaya associates only)
20© 2005 Avaya Inc. All rights reserved.
Business Partner Support Team
EMEA Business Partner Support: Business Partner (BP) support, BP documentation, BP communications, BP satisfaction monitoring, VOC (Voice Of Customer)
EMEA Business Partner Helpdesk: Avaya applications support (PLAT/ASD/SAP/VPN/ARA/Avaya Direct Enterprise (ADI) Online Ordering Tool /ATAC Exchange Place) and Single Sign On (SSO) Login ID administration
21© 2005 Avaya Inc. All rights reserved.
Reporting and Technology Support
EMEA Reporting and Information Management: Quantitative analysis, Data communication, Indirect Channel Information Management, Cognos reporting
EMEA System Support: EMEA Operations systems Knowledge Center and support for SAP & Avaya Interaction Center, Order assurance
22© 2005 Avaya Inc. All rights reserved.
EMEA Supply Chain: Order/Materials Mgt Org Chart Pete Little
EMEA Supply Chain
Dirk Jan DekkerOrder/Materials
Management
Material ManagementHans Westra
Vendor ManagementUK / I
Katherine ThomasNorthern Europe + SAORichard v Willigenburg
High Growth MarketsDeniz Arslan
Southern EuropeJaime Bouza
Product supportGuy van Vianen
Office ManagerKitty Reijgersberg
Order Management +Claims
OMSRoberto Somma
Paul Drury
OMSBeyhan Abaci
In country
OMSAirin Ambli
In country
OMS (+SMBS)Rosa Maria Diaz Ruiz
In country
HungaryB. Hajdu
Austria TeamC. Akrap
PolandJ. Prochnicka
Benelux Team
Czech R.R. Hladka
B. Alexander
RussiaD. Athrashenko
N. Tsyba
GermanyL. Kaesmacher
Italy Team
France TeamC. Papillon
Iberia Team
Switzerland TeamD. Vallini
Rest of EMEARoxane Leclercq
HGM Paul Cotter
Material PlanningACM/IP Office
Richard Overweel
Material PlanningIntegral 5/55Miko Jasic
Daniel Leibman
Lorraine Tjon a Tham
ITC Logistics Team
Spectel Team
23© 2005 Avaya Inc. All rights reserved.
Order Management +Claims
Roxane LeclercqUK/I& SA + Southern + Northern Europe
Paul CotterHGM
Marcy Barros
Sabina Safadi
Ricardo Jose Candido Guerreiro
Zsuzsana Siegl
Seema Vijayan
Alexander Bogatjov
Alena Wajs-Hielema
Rosa Gonzalez Vinas
Michelle Roeleveld
Ghada Moussallem
Paolo Scoffone
Karolina Troup
Seyle Thorlu BanguraSamuel Chukwudubem Menkiti
Zsuzsanna Sari
Rouzouna Said
Steven Tanguy
Michel Tamboer
EMEA Order Mgt & Claims Org Chart
24© 2005 Avaya Inc. All rights reserved.
EMEA Supply Chain: Warehouse/Fulfillment Org Chart
Supply ChainPete Little
EMEA LogisticsMichael Storch
CentralWarehousecoordination
W. Wild
Inventory Control
Paul Lodge
Repair & Reverse Logistics
Wim van Eyken
3rd Party LogisticsCarroll Weber
Claim Order HandlingAvaya GmbHK. Bühmann
LogisticsOptimizationC. Papillon /
F. Geschwinde
Quality and Security & Bus. Cont
H. Moder
Repair &Service
AGS supportR. David
Disposals & WEEE reports
M. DeweK. Mann
3PL performance& cost ControlDawn Swain
3PL process development
R. Bicherl
Customs SupportB. Weiler
Assistant EMEA Logistics
Pia Wagner
Repair & small Confiugration
J. Winter
Enterprise ConfigurationKlaus Damm
25© 2005 Avaya Inc. All rights reserved.
Order Management & Claims Team
Scheduling of orders
Order management
Picking of Sales Orders
Shipping of Sales orders
Providing order status to Customer Contact Center team via date management in SAP
Validating claims as submitted by customers to the Care organization
Processing orders on SAP and creating return orders for customers
Monitoring returns process and credit of returned goods where appropriate
26© 2005 Avaya Inc. All rights reserved.
Material Management
Core MRP activities, reviewing MRP output, executing purchase orders based on system output
Maintaining purchase order dates in SAP, follow up with vendors
BTO PO management
Interaction with Goods Receipt team of Distribution Center
Product support
27© 2005 Avaya Inc. All rights reserved.
EMEA ServicesWarranty Replacement: Free of charge replacement or repair of product under Avaya warranty (ECG only)
Repair: Same unit or like unit out of warranty chargeable repair service for all Avaya products (after-installation)
Advance Part Replacement: Advanced part replacement of product for delivery from 4 hours to next working day, in support of service agreement
Post-Sales Technical Support: Advanced post-sales technical support, interface with R&D, consultants & remote field engineers support, system alarm management and advance part replacement for Business Partners with Partner Support Services agreement
Remote Technical Services: Product registration, alarm provisioning, RTU (Right To Use) activation support, RFA (Remote Feature Activation) call receipt and web ticketing support
28© 2005 Avaya Inc. All rights reserved.
EMEA CSC Functions and Leadership Team
Maksym Stebelev
Steve Gill
EMEA Business Services/Care Steve Gill
Customer Master Data
Reporting andTechnology
(internal ERP system support)
Customer Interaction
Group
Business Partner Support
& Applications Helpdesk
Jim Murphy Rémy Damond
EMEA Supply Chain Pete Little
Order/Materials Management (incl. Claims)
Warehouse/Fulfillment
Other Support Functions
Credit Mgt ContractMgt
Billing CollectionsIT
29© 2005 Avaya Inc. All rights reserved.
EMEA CSC Functions and Leadership Team EMEA Business Services/Care
Steve Gill EMEA Supply Chain
Pete Little
Customer Master Data
Reporting and Technology
(internal ERP system support)
Customer Interaction
GroupOrder/Materials Management (incl. Claims)
Warehouse/ Fulfillment
Other Support Functions
Credit Mgt ContractMgt
Billing CollectionsIT
Business Partner Support
& Applications Helpdesk
Dirk Jan Dekker
Guy van VianenLorraine Tjon A ThamHans Westra
30© 2005 Avaya Inc. All rights reserved.
EMEA CSC Functions and Leadership Team EMEA Business Services/Care
Steve Gill
Customer Master Data
Reporting andTechnology
(internal ERP system support)
Customer Interaction
Group
Business Partner Support
& Applications Helpdesk
Selcuk GulhanMadhu Dhandhania
EMEA Supply Chain Pete Little
Order/Materials Management (incl. Claims)
Warehouse/Fulfillment
Other Support Functions
Credit Mgt ContractMgt
Billing CollectionsIT
Marcel WinkelJeroen Kiers
31© 2005 Avaya Inc. All rights reserved.
EMEA Business Partner
UK/IRE/SAFR
WE
GERMANY
Customer Interaction Group Support Functions
Your Customer Support Associate
Your Customer Support Associate
Your Customer Support Associate
Reverse Logistics Specialist
Contract Management Specialist
Customer Master DataSpecialist
Credit& Collections Specialists
Supply Chain Mgt Specialist
Business PartnerHelpdesk Specialist
Supporting Contracts
Supporting Contracts
Supporting Contracts
EMEA Operating Model
Main Contact
Main Contact
Main Contact
High Growth Markets (HGM)
Your Customer Support Associate
Supporting Contracts
Main Contact
Supporting Contracts
32© 2005 Avaya Inc. All rights reserved.
EMEA CSC Key Design Features
Integrated processes
Centralized / dedicated customer care point of contact (incl. EMEA CSC ONE Number)
Issue tracking
Access through multiple access methods
Avaya by Example site
33© 2005 Avaya Inc. All rights reserved.
EMEA CSC Customer Interaction Group E-mail
34© 2005 Avaya Inc. All rights reserved.
CSC ONE Number
Your Local Phone:
Your International Phone:
EMEA CSC Contact Numbers
35© 2005 Avaya Inc. All rights reserved.
EMEA CSC ONE Number (phone)Choose one of the following menu options:
Order Management & Order Related Inquires
Claims, Repairs & Advanced Parts Replacement
Repair Requests & Inquires
Advance Parts Replacement Under a Service Agreement
Claims Requests & Inquires
for Post-Sales Technical Support & Services
for Post Sales Technical Support
for Right To Use and Remote Feature Activation Support
EMEA Business Partner Helpdesk
Avaya Applications Support (including ASD/PLAT/ARA & VPNet)
BusinessPartner Program Helpdesk
if you wish to hear the options again
1
1
2
2
3
1
3
4
1
2
32
0
36© 2005 Avaya Inc. All rights reserved.
Department E-mail Day Time (CET)
EMEA Order Management & Customer Service:Customer Interaction Group [email protected] 8:30 AM – 6 PM (EMEA)
9:30 AM – 7 PM (UK/I/SA )
EMEA Reverse Logistics & Repair:Reverse Logistics Team (Claims) [email protected]
Repair & Return Center (Repairs) ECG [email protected] SMBS [email protected]
EMEA Support Functions: Customer Master Data [email protected] Monday – Friday 9 AM – 6 PM
Credit Management [email protected] BP Applications Helpdesk [email protected]
(ASD, PLAT, ARA/VPN, (ADI) Online Ordering Tool & ATAC ExhangePlace)
Business Partner Workshops [email protected] Sales Out Reporting (SOR) [email protected]
Business Partner Program [email protected]
EMEA Post-Sales Technical Support and Services:Remote Technical Services (RTS) [email protected]
(RTU Activation, RFA) Saturday – Sunday as requested
Remote Technical Services (RTS) [email protected] Monday – Friday 7 AM – 7 PM (local) (Post-Sales Technical Support, 7 days a week 24 hours a day APR, Partner Support Services)
Contact Details
37© 2005 Avaya Inc. All rights reserved.
Required IDs & Passwords ChecklistGeneric BP Information:
– Customer ID Code is necessary for written/fax communications (a unique 8-digit SAP Sold-To Party code assigned to your company, starting with a “5” i.e. 50002311)
– Link ID is necessary for registration to SSO ID as a Business Partner– Single Sign On (SSO) ID is necessary for accessing number of applications: EMEA
Business Partner (BP) Portal, ATAC ExchangePlace, Remote Feature Activation (RFA) Tool, Web Ticketing System, Customer Self Service Tool, BP facing PRM, License Creation File for IP Office, Avaya Business Advisor and Siebel tools
– Avaya Learning Center (Avaya University) Logon ID & Password is necessary for obtaining information on training & certification
Order Management Functions:– VPN/ARA Login & Password is necessary for Virtual Private Network (VPN) and
Avaya Remote Access (ARA) connections (same Login as for ASD/PLAT but Passwords are different)
– ASD/PLAT User ID & Password is necessary for ordering via ASD Configurator and obtaining prices via Price List Administration Tool (PLAT)
– Enterprise (ADI) Online Ordering Tool Username & Password is necessary for online ordering (separate for ECG and SMBS products)
Services & Support:– Service Registration Tool ID & Password is necessary for registering Partner Support
Services per Site offer (end customer installations that are to be covered by post-sales technical support)
38© 2005 Avaya Inc. All rights reserved.
EMEA BusinessPartner Portalhttp://partner.avaya.com
39© 2005 Avaya Inc. All rights reserved.
Avaya Universitywww.avaya-learning.comwww.avaya-learning.com
40© 2005 Avaya Inc. All rights reserved.
EMEA BusinessPartner (BP) Program Components
» Revenue Based» Points received for planning and forecasting
» Great business requires great marketing» Points received for a marketing plan
» Free Customer Satisfaction Surveys» Points received for every 5 customer surveys completed
» Cornerstone to convergence excellence» Points received for different Professional Certification
Levels
» Core component – must have at least one PA to be Certified
BusinessEngagement
MarketingSupport
CustomerService
ProfessionalCertification
ProductAuthorization
Certification is measured across 5 categories, requirements vary for each partner
41© 2005 Avaya Inc. All rights reserved.
Two Segments – ONE Program
SMB
Focus MultiVantage, Contact Center and Messaging
Focus IP Office and i5
Enterprise
42© 2005 Avaya Inc. All rights reserved.
Programme Framework and RequirementsT
hre
e L
ev
els
Specializations
Avaya Enterprise Partner EMEA
Avaya SMB Partner UK
Avaya SMB Partner EMEA (Excl. UK)
Platinum 3,000 Points 3,000 Points 3,000 Points
Gold 2,000 Points 2,000 Points 2,000 Points
Silver 1,000 Points 1,000 Points 1,000 Points
Authorised 1 x Enterprise PA 1 x SMB PA 1 x SMB PA
43© 2005 Avaya Inc. All rights reserved.
Avaya Certification Calculator
Interactive and flexible tool: you chose your path to Certification
Helps identify strengths and areas for development
Entire program on one simple page
Easyy to follow scheme: 1000=Silver 2000=Gold 3000=Platinum
Supports ALL Avaya partners and available via the BP Portal
44© 2005 Avaya Inc. All rights reserved.
BusinessPartner Program HelpdeskSupport for Business Partners and Avaya associates
Contact via telephone, email and fax – General inquiries and escalations– Execute Certification Processes– Managing Certification status– Reporting on BP network– Data management for benefits delivery
Response within agreed service levels (80% same day)
BP Program infrastructure design/provision– Certification Calculator - design/build/maintain– Dashboard II including PRM alignment– Revenue reporting & AMF revenue standardisation
Field engagement & training
Can be reached at [email protected] or by dialing the EMEA CSC ONE Number (menu option , then ) or by fax +44 (0) 1189 121 201
4 2
45© 2005 Avaya Inc. All rights reserved.
EMEA BusinessPartner Guidebook
Fully web-enabled guide of how to engage Avaya EMEA CSC and overview of services offered
Quick insight to important operational policies and procedures
Contains relevant downloadable EMEA CSC forms that are used in day-to-day operations
Enclosure to your Contractual Agreement
Available on the EMEA BP Portal, section Manage my Avaya Relationship/BusinessPartner Programs/ EMEA BusinessPartner Guidebook (https://enterpriseportal.avaya.com/ptlWeb/bp/spCP/CS200652513445781086) with the possibility of printing in a user-friendly format (upper right corner of the main page)
46© 2005 Avaya Inc. All rights reserved.
Avaya Customer Satisfaction ProgramAvaya Global BusinessPartner Survey:
– Sample/Target Audience• Scope: EMEA Business Partners (sample from PRM Database)
• Audience: Decision Maker and Operational Contacts
• Sample Medium: email link to online web-based survey
• Survey Period: Ongoing tracking study—monthly data collection, quarterly analysis
– Key Content• Key Avaya Performance Areas
– Each Performance Area is measured by related sub-attributes
– Sub-attributes measure direct customer interactions with Avaya
• Key Measurements
– 10-Point Scale, 1 = completely dissatisfied, 10 = completed satisfied
– Linked to Business Processes and future BP Scorecards: Survey validated via Internal and External qualitative interviews
– Measures Avaya Performance
– Survey Questionnaire: • In 6 European languages for EMEA region: English, French, German, Italian, Russian and Spanish
Avaya Direct Channel Survey (Customer/End User Survey)
47© 2005 Avaya Inc. All rights reserved.
Closed-Looped BP Satisfaction Process
Listen
MeasureAnalyze
Improve
1. Listen
BPs and internal stakeholders interviewed to validate drivers of Avaya experience and satisfaction
2. Measure
Collect feedback from BPs on specific operational metrics and perceptions of the entire Avaya experience
3. Analyze
Identify top priorities for business and process improvements
4. Improve
Use BP satisfaction data to drive business improvements using three approaches:• Work major Avaya initiatives through Avaya Six Sigma teams• Work organizational Avaya initiatives with specific EMEA Process and Business Improvement Teams
48© 2005 Avaya Inc. All rights reserved.
Customer Satisfaction Score TargetBased on industry standards performance scores should be at or above 8.0 when the value proposition is relatively high and Avaya will be in the profitable High Return Zone
Dissatisfied Delighted
Low
High
1 4 8 10
Customer Satisfaction
Customer Loyalty
Source: GCVM
High Return Zone $$$
Probability of Multiple Suppliers
Retention
Avaya’s objective:To receive Customer
Satisfaction scores at or above 8.0.
7Merely satisfied
5
49© 2005 Avaya Inc. All rights reserved.
Post-Sales Technical Support, PSS, APR
Order Management & Fulfilment
Claims, Repairs & Warranty Replacements
BusinessPartner Program Helpdesk
Pricing Support
Credit Management
Contract Management& Administration
BusinessPartner Helpdesk:
Applications Support
EMEA CSC Support Functions
Customer Care
Customer Master Data
Billing & Collections
Pre-Sales Technical Support
Avaya
in
EMEA
© 2005 Avaya Inc. All rights reserved.
Back Up SlidesBack Up Slides
EMEA Customer Support Center
51© 2005 Avaya Inc. All rights reserved.
Most Common AbbreviationsADI – Avaya Direct International AEP – ATAC ExchangePlaceAPR - Advance Parts Replacement ARA – Avaya Remote AccessASD – Avaya Solution Designer ATAC – Avaya Technology And Consulting AU – Avaya UniversityAWB – Air Way Bill BP – Business PartnerBS – Business ServicesBTO – Built To OrderCEE Central Eastern EuropeCFG – Configured ItemsCIC – Customer Interaction CenterCIF – Cost, Insurance and FreightCIG – Customer Interaction Group CIP – Carriage and Insurance Paid CIS – Commonwealth of Independent States CMD – Customer Master DataCMR – Customer Manifest of Road CSA – Customer Support AssociateCSC – Customer Support CenterCSD – Communications Solutions DivisionCTDI Nethouse Services – Avaya Repair Vendor for ECG products DACH – Germany, Austria, SwitzerlandDDP – Delivered Duty PaidDDU – Delivered Duty Unpaid
DOA – Dead On Arrival ECG – Enterprise Communications GroupEMEA – Europe Middle East AfricaEPP - Extended Payment Plan ERP – Enterprise Resource ProgrammingEU – European Union EXW – Ex WorksFCA – Free CarrierHGM – High Growth MarketsHR – Human Resources INCOTERMS – International Commercial Terms of DeliveryIT – Information TechnologyK&N – Kuehne & Nagel (freight forwarder)MENA – Middle East, North Africa MRP – Material Resource PlanningNEMO – Northern Europe, Mediterranean and OtherPLAT – Price List Administration ToolPO – Purchase OrderPP – Piece PartPRM – Partner Relationship ManagementPSS – Partner Support Services R&D – Research & DevelopmentRFA – Remote Feature Activation RLT – Reverse Logistics TeamRMA – Return Material Authorization
RTS – Remote Technical ServicesRTU – Right To Use SAP – Systems Applications ProcessesSEE – South Eastern Europe SFS – Same For Same repair SI – System Integrator SMBS – Small Medium Business Services SME – Subject Matter ExpertSO – Sales OrderSOC – Sales Operations Center SOR – Sales Out Reporting SOX – Sarbanes & Oxley SP – System ProviderSSO – Single Sing OnUDPL – User-Defined Price ListUK/IRE/SAR- UK, Ireland, South Africa VAD – Value Added Distributor VAR- Value Added ResellerVAT – Value Added Tax VOC – Voice Of CustomerVCP – Value in Channel PartnershipVPN – Virtual Private NetworkWE – Western Europe WEDE – Western Europe, German Speaking Countries3PL – Third Party Logistics
52© 2005 Avaya Inc. All rights reserved.
Useful Avaya WebsitesBusinessPartner Portal (https://enterpriseportal.avaya.com/ptlWeb/bp/spCP/CS2006328141630874063)
Content: BP Program, marketing campaigns, tools, product info, downloadable documentation Access: You must be a registered BusinessPartner to access the BP Portal. Log onto the site,
click into ‘BusinessPartner Program’ and you will be prompted to enter login details. Click to Register and complete the form ensuring that you enter:
– Your company as a BusinessPartner NOT Customer– You enter your company Link ID (available from the Helpdesk)
When you complete this process, you will be told that you have successfully signed up to SSO (Single Sign On). You now need to request access to the BusinessPartner Portal: Log onto and follow the link to ‘My Profile’
Avaya University (http://avaya-learning.com)
Content: Training information, including costs, where you can take exams, online assessments, and registration for training and exams
Access: You must be a registered BusinessPartner to access the full range of training information. You can then register on the site for user details. Important:
– If you log on and cannot see the ‘Product Authorisation’ section once you have followed the ‘Start Here‘ link, you are registered as a Customer, not a BusinessPartner. Contact the BP Helpdesk to resolve.
– If you try to register and you have previously accessed the site through another company, you will need to move your details to your new company. Register with your new email address and log in details, then call the AU Helpline on +44 (0)1483 309921, Option 6 and they will move your records
SMBS EMEA Marketing Website (https://enterpriseportal.avaya.com/ptlWeb/smbs/)
Content: Marketing resources, incl. demos, tutorials, localized brochures, access to newsletters Access: You just have to register, and wait to receive your login (email) and password
53© 2005 Avaya Inc. All rights reserved.