© 2005 emc corporation. all rights reserved. remote support personalised ~ acting locallythinking...

© 2005 EMC Corporation. All rights reserved.

Remote Support~ PersonalisedPersonalised ~

Acting LocallyThinking Globally;Planning Globally; Delivering Locally;


Problem Statement

Global Companies try to drive efficiency gains into a cost effective model. There are many obstacles that face such companies, some of which are:

• Increasing call volumes• Language Difficulties• Multi-language cultures


MissionSupport of all service calls from our Customers, Partners from a single point of contact in the local language, to ensure the same global responsiveness and resolution.

VisionOverall Systems Support Excellence For Integrated Software Storage Solutions

• Strategic Vision, Tactical Excellence• Global Consistency In The EMC Experience


English Customer Support

Field(Customer Service)

Customer

Remote Support


Customer’s Customer’s dependence dependence on Field on Field PersonnelPersonnel

Field change Field change from their from their original Charteroriginal Charter

Increased Field Increased Field Overtime BillOvertime Bill

Indirect CostsIndirect Costs

Non-English Customer Support

Extended Case Extended Case resolutionresolution

Inconsistent Inconsistent Case HandlingCase Handling

Language Language ChallengesChallenges

Field(Customer Service)

Customer

Remote Support


America Australia

Ireland

24x7

Customer Service Technician

Global Customer

& Field

Non-English Customer

& Field

Language Support

24x7 Open & Resolve

CaseOnly in English

Remote Support

Sun Sun

Never Never

SetsSets

Global Technical Support


Level 0: One Point of Contact throughout the lifespan of the case

Engage Field

Troubleshoot the case

Provide a solution or escalate accordingly

Create Tracking Ticket

Escalate to Level I

Escalate to Level II

CUSTOMER

Language Support Role – Level 0

curtic2

This is the first introduction of Level 0 support. might want to more clearly state that this is the new approach we undertaking to deal with local language support


• Two main Language Support Center functions– Call Registration– Call Resolution

• Deliver EMC standardized support services in the local language to all customers/partners

• Real-time 7x24x365 service call answering and registration services

• Accountable for customer satisfaction• Own all open customer issues when dealing

with next level support

Strategy


• Consistent Processes/Case Handling– Customer has one point of contact throughout lifespan of case– Language Support located within the Global Technical Support

group, adhering to consistent global processes & procedures– Instant technical assistance– Local case tracking

• Either Lack of Tracking or inconsistent/untimely case tracking details

• Increase Customer Satisfaction– Level 0 responsible for customer satisfaction– No local accounting for software customer satisfaction

• Increase Local Productivity– Decrease overtime billing– Decrease incidental losses

• Remote Language Support costs LESS THANLESS THAN Local Field Service

Why Level 0 Remote Support?


• Bi-lingual– Fluent English & the local language

• Helpdesk handling and softskills

• Call Handling Systems capability

• Technical appreciation

• Technical jargon literate

Level 0 Skills Requirement


Japan Pilot results

161 131 140 410 451 271768

319 389 457 5991094

159 155 157138

202

518 654

650

521 639 530653

1129

204 356

353

394407 331

388

371

0

500

1000

1500

2000

2500

3000

Field Calls

Customer Call

Mail

Language Support – Live June ‘03


• Call Registration Function:• TIME TO ANSWER:

– SSPA: 80% within 5 mins– EMC: 99% within 5 mins

• ABANDON RATE– SSPA: < 8%– EMC: < 4 - 6%

• ELECTRONIC SUPPORT REQUEST – SSPA: 80% in 1 Hr– EMC: 98% in 1 Hr

• RESPONSE TIME – SSPA: 80% within 5 mins to Tech resource– EMC: 99% within 5 mins

• INITIAL CALLBACK RESPONSE– SSPA: 80% within 5 mins to Tech resource– EMC: 99% within 5 mins

Key Performance Metrics & Results


• Call Resolution Function• Expected:

– > 40% cases resolved within the function,

i.e. no escalation to Level 1– < 60% cases escalated to Level 1

• Actual:– 60% - 70% cases closed within the function– 30% - 40% cases escalated to Level 1

Key Performance Metrics & Results


– Customer Adoption StrategyCustomer Adoption Strategy• Clear Communications regarding Change• Provide details to customers about how to use Service• Local field promote Language support during site visits

– Local Customer Service Adoption StrategyLocal Customer Service Adoption Strategy• Clear Communications regarding change• Local Perception that Culture is not understood• Regular scheduled Conference Calls• Rotation Programs

Gain commitment thru understanding. Show them “What’s in it for them”

Key Obstacles – Resistance to ChangeResistance to Change


• Increase– Customer Satisfaction– Employee satisfaction– First-time Fix– Employee retention– Quality of work– Dedicated customer Support

• Decrease– Local Overtime Bill– Indirect Costs, Sick Leave, etc– Level 1 Admin tasks– Case Resolution time

• Streamlined more effective support

• The success of the Language Support is directly related to the The success of the Language Support is directly related to the commitment of all local Personnelcommitment of all local Personnel

Successes


• Japan TeamJapan Team (24*7)(24*7)– Team: 4 16– Abandon Rate: ~ 3%– Call Volume: 1500– Close/Escalate ratio: 61%/39%

• China TeamChina Team (16*5)(16*5)– Team: 5– Abandon Rate: ~6%– Call Volume: 1112– Close/Escalate ratio: 66%/34%

• Korea TeamKorea Team (16*5)(16*5)– Team: 5– Abandon Rate: ~6%– Call Volume: 495– Close/Escalate ratio 84%/16%

EMC Language Support - Today

© 2005 emc corporation. all rights reserved. remote support personalised ~ acting locallythinking...

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