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Actsoft CXGlobal Customer Experience Center

Vodafone OpCo Welcome Kit

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Contents

ContentsWelcome Kit

1 Actsoft Inc. 031.1 About Actsoft 04 1.2 Company Executives 05

2 About CX 072.1 CX Team 08 2.2 Actsoft CX 09

3 CX Team: Tech Support 103.1 About Tech Support 113.2 Tech Support SLA 123.3 Priority Levels 133.4 Tech Support User Stories 153.5 Tech Support - Level Detail 163.6 Tech Support Model 173.7 TechSupportWorkflow 183.8 Tech Support L3 Escalation Information Required 193.9 Tech Support L3 Escalation 20 Closure Notice

4 CX Team: Professional Services 214.1 About Professional Services 22

5 CX Team: Strategic Accounts 23 5.1 About Strategic Accounts 24

6 CX Team: Customer Performance 256.1 About Customer Performance 266.2 Customer Onboarding Model 276.3 Customer Onboarding 286.4 ActsoftCXCustomerOnboardingWorkflow 30

7 CX Value Proposition 317.1 5-Point Value Proposition 32

8 CX Customer Survey 338.1 CX Survey Questions 348.2 CX Survey Comments 35

Imagery disclaimerApart from commissioned photography, the imagery used throughout this document is intended for purposes of illustration and inspiration only and should not be reproduced or replicated in any format under any circumstances.

Actsoft Inc.

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About Actsoft

Founded in 1996, Actsoft is an industry leader in Mobile Resource Management and an established provider of products aimed at improving business processes.

Actsoft’s software solutions have evolved from simple courier software to a sophisticated, yet user-friendly wireless and GPS technology platform. Actsoft works with all types of vertical market segments. We understand how to define the scope of requirements and develop Software Applications that target our client’s needs. Actsoft is equipped with the necessary Back-End Infrastructure to support your company today and in the future as your business needs grow.

Since 2003, Actsoft’s software solutions have provided location based services tailored to virtually every industry with workers in the field. Every day our software powers tens of thousands of businesses in support of over 100,000 wireless users.

Actsoft Inc.

Actsoft Inc.1.1

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Kevin Thigpen, Chief Operating OfficerMr. Thigpen has over 27 years of experience in the wirelesstelecommunicationsindustry,havingbuiltandlaunchedentirewirelessnetworksfromthegroundup.Athispreviousposition,Kevinworkeddirectlywiththelead investor to launch the company’s GPS and Location BasedServices(LBS)wirelessbusinesssolutions.HesuccessfullynegotiatedstrategicagreementswithSprint/Nextel and other key business partners to deploy GPS applications across the United States.

At Boston Communications Group (BCGI), he served as Vice President and General Manager of the Prepaid Wireless Services Division. Under his leadership and strategicdirection,BCGI’sprepaidwirelessbusinesssurpassedtwomillionsubscribersinNorthAmerica.In1999,Intele-CardNewsMagazinenamedKevinoneoftheindustry’s“Top25MostInfluentialPeopleinPrepaid.”

Mr. Thigpen graduated from the Wharton School of Business,withdualmajorsinFinanceandMarketing.

Tom Mitchell, Founder & CEOMr.MitchellstartedActsoftin1996asacustomsoftwaredevelopmentcompany.Actsoftquicklyseizedanopportunity in the transportation industry, servicing same-day delivery companies. Tom has relentlessly soughtandpositionedstrategicprofessionalswithinhisorganizationtoensurethatcustomers,partnersandemployees alike have the best experience possible.

Actsoftnowemploysapproximately180employees,marketsseverallinesofsoftware,andhasestablishedrelationshipswithallofthemajorUScarriersandseveralinternational carriers. Tom has molded Actsoft into an industry leader and has successfully accomplished this withlittleoutsideinvestment.Actsoftcontinuestoremainaprofitablecompanypartneringwithnewcarriersandcustomers,whileexpandingitsbaseofGPSsolutions.

Mr. Mitchell is a high honors graduate of the University of FloridawithadegreeinBuildingConstruction.

Trent Cherin, Vice President of TechnologyMr. Cherin brings 15 years of Transportation and over 5 yearsofSoftwareDesignexperiencetoActsoft.

AfterattendingtheUniversityofIowa,hewasoneofActsoft’sfirstcustomerswhileworkingasadispatcherfor a same-day delivery company in the Seattle area. During his time in the small-medium freight business, Trent designed and deployed many of the core features foundintoday’sActsoftproducts.HejoinedActsoftin2003 as the Product Manager for the Comet Tracker Suite ofsoftware.

Trent retired from the U.S. Army after serving a tour of duty in Iraq.

Mike Courter, Vice President Product ManagementMikeCourterbringsawealthofknowledgetotheActsoftteam,asheunderstandshowdifferentbusinessesutilizewirelesstechnology.Withover10yearsofexperienceinthewirelesscommunicationsindustry,Michaelhasinteractedwithhundredsofbusinesses.Afterbeginninghis career in the St. Louis market in sales, Michael quickly moved up to sales and operations management.

HethenmovedtoChicagotorunanotherB2Bwirelesssalesorganization.Throughouthistenure,hehassuccessfullyworkedwithhisteamstoleveragewirelessdevices and deliver solutions to customers.

In2006,Mr.CourtercametoActsofttoleadtheMidwestmarket, and in 2008 he moved to headquarters in Tampa, Florida.Hisgoalhasbeentoprovidemaximumvalueandease-of-use to all of Actsoft’s clients.

Dmitri Korotkevitch, Director of DevelopmentDmitrijoinedtheActsoftteamasaSoftwareDeveloperin1999withanalreadyimpressiveportfolio.Hewasan original member of the Comet Tracker design team (Actsoft’sflagshipproduct).Tenyearslater,asDirectorof Development, Dmitri leads the ongoing development processasaSystemArchitect.Heisanintegralcomponent of Actsoft’s constant evolution to meet and exceed ever-changing market demands.

Dmitri is a Microsoft SQL Server MVP and holds a Master’s DegreeinComputerScience.HealsohasaMicrosoftCertifiedMastercertification.

Company Executives

Actsoft Inc.1.2

WelcomeI’dliketotakethisopportunitytowelcomeVodafoneintotheActsoftCustomerExperience family. Everyone in our Global Customer Experience Center is very excitedaboutournewpartnershipwithVodafone.

Providing exceptional customer experiences is our ultimate goal. This Welcome Kit outlines our mission, strategies and processes that help us deliver an exceptional ‘partnership’ experience for Vodafone.

WelookforwardtoprovidingVodafoneGroup,itsoperatingcompaniesanditscustomerswiththeappusageinsight,bestpractices,andtechnicalsupportknowledgeneededtodrivecustomersuccess.

Thank you.

David KnightVice President of Customer ExperienceActsoft CX – Global Customer Experience Center

About CX

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Tech SupportHighlyskilledAdvisorswhousethierknowledgeofappsoftware,mobiledevices, IoT and mobile technology to troubleshoot, document and resolve Level 3 (L3) technical support issues.

Professional Services (Coming Soon)HighlyspecializedAdvisorswhoperformcustomer consultations for custom integratedprojectssuchascustomforms,reports, dashboards and API and system integrations.

Customer PerformanceHighlytrainedAdvisorswhohelpcustomers use Actsoft’s products to improve their day-to-day operations. The team conducts customer onboarding, analysis and Managed Services.

Strategic AccountsThe most tenured and experienced Advisorswhoconductproductimplementation, onboarding, account maintenance and Managed Services for enterprise level customers.

CX TeamGlobal Customer Experience Center

Next Level Customer Care.

Unmatched Customer Value.

CX LeadershipDavid Knight, Vice President, Customer ExperienceBrian Leonard, Director, Strategic Accounts and Client StrategyMary Kimari, Director, Professional ServicesJennifer Berroth, Supervisor, Team PerformanceBrian Danaher, Supervisor, Tech SupportJohannaGonzalez,TeamLead,CustomerPerformance

About CX2.1

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Actsoft CXMission Statement

Provide responsive, professional and personalized customer service that exceeds expectations, and in doing so, maintains the highest level of customer satisfaction, loyalty and advocacy.

Customer Experience StrategyPart 1: Business Knowledge Share business knowledge, verticals insight and mobile technology information with our customers to personalize interactions and stimulate recommendations.

Part 2: Trusted “Advisors”Highly trained Advisors with a concierge mindset who understand our customer’s business, think proactively, and enjoy teaching customers the best ways to use Actsoft products.

Key CX Stats

– Senior leadership with 20+ years of experience managing digital and mobile media, customer relationships, services, and operations. .

– Front-line leadership with an average of 9.4 years with Actsoft.

– Serving more than 100,000 users per day.

– Tech Support: SLA 98%.

– Customer Performance: 936 customer launches (2015).

– Professional Services: 388 projects completed (2015).

– Strategic Accounts: Average customer tenure 3.5 years.

About CX2.2

CX Team Tech Support

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About Tech Support

Primary Activities – Provide coverage for escalated Level 3 Vodafone issues – Provide coverage for inbound calls and emails – Troubleshoot product and customer issues and provide resolutions

– Conduct outbound calls for resolution and follow-up – Evaluate issues for escalation to QA and Development teams

CX Team: Tech Support

Tech Support Achievements

Team Members 9

Average Tenure/ Years 2.45

Bachelors 1

Certifications 10

3.1

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Tech Support SLAPhone Answer Time: 30 Seconds

Email Response Time: 1 Hour (Except Saturdays, holidays and partial Sundays)

Closure Report: Within 5 days of issue ticket being closed.

Resolution Time: Monthly report reviewed with Vodafone.

Response Time: Monthly report reviewed with Vodafone.


Incident Notification Time – Priority 1 (critical) 15 minutes, 24/7/365 – Priority2(major) 15minutes,24/7/365 – Priority 3 (minor) 4 hours – Priority 4 (routine) 4 business days

Incident Response Time – Priority 1 (critical) 15 minutes, 24/7/365 – Priority2(major) 15minutes,24/7/365 – Priority 3 (minor) 4 hours – Priority 4 (routine) 4 business days

Incident Resolution Time – Priority 1 (critical) 3 hours, 24/7/365 – Priority2(major) 6hours,24/7/365 – Priority 3 (minor) 5 business days – Priority 4 (routine) 10 business days

3.2

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Priority LevelsFor the purposes of measuring the response time and resolution time the following shall apply:

- In the case of Vodafone discovered incidents:

o The response time and the resolution time shall each be measured from the time Vodafone notifies Actsoft of the incident or issue.

- In the case of Actsoft discovered incidents:

o The response time and the resolution time shall each be measured from the time Actsoft discovered the incident.


Priority 1: Critical Service Affecting Description

– Total outage or critical performance degradation of the product or service provided by Actsoft and complete loss of core business functions.

– Affects majority of users and there is no possible alternative or workaround.

– Causes critical business, security or regulatory impact or loss of goodwill for the Vodafone Customer.

– Vodafone has performed initial triage and confirmed that it is not a network issue.

Example – Total loss of service across all enterprise users due

to technical platform equipment or software failure. – Total non-availability of an enterprise application due

to hardware or software failure/error. – Server completely unavailable. – Data centre outage.

How reported to ActsoftBy Vodafone India via telephone with accompanying email and agreed template to capture relevant incident information for efficient resolution.

Priority 2: Major Service Affecting Description

– Partial outage or major performance degradation of the service and loss of non-core business functions.

– Affects a significant proportion of users and there is no acceptable alternative or workaround.

– Causes major business, security or legislative impact or loss of goodwill for the Vodafone Customer.

– Incidents with a Priority 3 which impacts > 20 Customers.

– Vodafone has performed initial triage and confirmed that it is not a network issue.

Example – Total loss of service for some enterprise users due to

technical platform equipment or software failure. – Intermittent availability or unacceptably slow

response time of one or more enterprise applications across an organisation due to hardware or software failure.

– Partial Data outage. – An error that affects a significant proportion of any

user profile and there is no acceptable alternative or workaround.

How reported to ActsoftBy Vodafone India via telephone with accompanying email and agreed template to capture relevant incident information for efficient resolution.

3.3

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Vodafone OpCo Welcome Kit CX Team: Tech Support

Priority 3: Minor Service Affecting Description

– Minor performance degradation of the service or minor limitation to business functions.

– Has minor impact on a small number of users or a workaround is available.

– Causes minor business, security or legislative impact or loss of goodwill for the Vodafone Customer.

Example – Intermittent availability of service for a small

number of users due to technical platform equipment or software failure.

– Slow response time of one or more enterprise applications across an organisation due to software or hardware failure.

– Technical platform server dips below response KPI.

How reported to ActsoftBy Vodafone India via telephone or email, with accompanying email and agreed template to capture relevant incident information for efficient resolution.

Priority 4: Non Service Affecting Description

– Causes little or no limitation to the functionality for a single Vodafone Customer or Vodafone Customers.

– Non service affecting and business impact for the Vodafone Customer is negligible.

Example – Incident is not service affecting and impacts

functionality to a single Vodafone Customer or a rarely used Vodafone Customer device type and where business impact is negligible.

– Cosmetic error in screen design or documentation.

How reported to ActsoftBy Vodafone India via telephone or email, with accompanying email and agreed template to capture relevant incident information for efficient resolution.

Priority Levels

3.3

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Tech Support User StoriesVodafone India

Vodafone India support person wants to answer customer’s general question. – Vodafone India will provide Level 1 (L1) and Level 2 (L2) support. – Support personnel will be trained on common questions and issues. – Support personnel will be supplied with and be able to refer to documentation that will be provided by Actsoft.

Vodafone India support person can not answer customer’s question and needs to escalate for Level 3 (L3) support.

– Actsoft will provide Level 3 (L3) support. – Vodafone India support personnel will follow agreed upon escalation process with Actsoft.

Actsoft support person needs assistance from Vodafone to resolve customer issue. – Actsoft will contact Vodafone India support via email provided by Vodafone India initially and via telephone if needed. Phone number to be provided by Vodafone India.

CX Team: Tech Support3.4

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Tech Support - Levels DetailVodafone India

Vodafone India Manages L1 - Level 1 Incidents – Issues such as account set-up, provisioning, billing, configuration, basic app usage inquiries and in-app training videos/tutorials.

– Use established priority levels to determine the severity of the issue. – Track issues to identifying gaps, trends and predictive resolutions.

Vodafone India Manages L2 – Level 2 Incidents – Issues such as licenses, application tiers, device troubleshooting, app download, web portal usage and app troubleshooting.

– Isolating and analysis of root cause and resolution. – Provide informational updates to Actsoft for updating FAQs. – Escalation of local incidents that cannot be resolved to L3 – Level 3 within agreed upon workflow, systems and communications tools.

Vodafone India Escalates L3 – Level 3 Issues to Actsoft Support – Actsoft conducts investigating, troubleshooting, debug log analysis, answering technical questions and provides resolution.

– Actsoft provides informational update to Vodafone India on status of L3 escalated issues. – Actsoft responsible for providing codes fixes and workarounds. – Actsoft provides information to Vodafone India on issues and tickets resolved by agreed upon SLA.


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Tech Support Model

Support ModelSaas Platform Account Set-up Local App App Technology

B2C B2C B2C B2CB2C B2C B2C/B2B B2BB2B B2B B2B B2B

Vodafone India

App Marketplace

Actsoft

B2C=WorkingwithCustomerB2B=WorkingwithPartner

L3L2L1


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Tech Support Workflow


Vodafone India Mobile Workforce Essentials Support Process

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Tech Support L3 Escalation Information Required

Email Address for L3 Escalations

- [email protected]

Subject Line for L3 Escalation Emails

- Vodafone L3 Escalation

Telephone Number for L3 Escalations

- U.S. (813) 936-1511

A. Vodafone Issue Priority LevelB. Vodafone Issue Ticket NumberC. Customer Information

1. Company name2. Customer contact name3. Contact information

– Phone number – Email address – Customer geographical location (country)

D. Issue Description 1. Date/time issue occurred

– If date/time of first occurrence is unknown, provide date/time issue was first discovered

– Include any additional identified examples of issue occurring2. Features affected3. All symptoms experienced4. All troubleshooting steps performed prior to escalation5. Date/time debug logs were submitted (if applicable)

E. Date of original report 1. Date that issue was first reported to VF OpCo

F. Platform experiencing problems (Device or Web)F.1 For Device issues:

– Device make and model – Firmware version – App version – Number of users affected

F.2 For Web issues: – Browser type affected (IE, Firefox, Chrome, etc.) – Browser version (Internet Explorer 11.0.9600.18283, Chrome 49.0.2623.112 m, Firefox

45.0.1, etc.)


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Tech Support L3 Escalation Closure Notice

Vodafone CoE Email Address to Receive L3 Escalation Closure Notice

- TBD

L3 Escalation Closure Notice Email Subject Line

- Vodafone L3 Escalation Closure Notice

A. Vodafone Ticket NumberB. Actsoft Support Case NumberC. Customer Information

1. Company name2. Customer contact name3. Contact information

– Phone number – Email address – Customer geographical location (country)

D. Issue Description 1. Summary of:

– Symptoms experienced – Features affected – Updated notes on troubleshooting/replicating issue

E. Resolution Details1. Summary of:

– Root cause of issue – Steps taken to reslove issue


CX Team Professional Services

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PROFESSIONALSERVICES

Custom Forms & Reports Pre-Built FormsCustom Graphs

Custom DashboardsCustom Integration

QuickBooksApplication Programming Interface

LET ACTSOFT GET THE JOB DONE

About Professional Services (Coming Soon)

CX Team: Professional Services

Primary Activities – Custom product, systems and API integration into customers’ business operations

– Custom projects: custom forms, reports, graphs, dashboards – Technological consultations and project scope documentation – Tech support for integration projects

Professional Services Achievements

Team Members 7


Masters 1

Bachelors 4

Certifications 4

4.1

CX Team Strategic Accounts

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Vodafone OpCo Welcome Kit CX Team: Strategic Accounts

About Strategic Accounts

Primary Activities – Product implementation – Customer onboarding – Managed Services – Client strategy development – Customer feature request evaluation

Strategic Accounts Achievements

Team Members 6


Masters 1

Bachelors 1

Associates 1

Certifications 6

888.732.6638 www.actsoft.com [email protected]

SAG01

What You Can Expect› Pre-Sales Consultation – If Needed

› Project Scope

Product Implementation› Detailed Project Plans

› Regular Communication

› Software Configuration

› End User Training

› Onsite Training

Ongoing Account Management› Product Updates

› Account Reviews

› Support and Guidance

› 24/7 "Emergency" Support

› Bilingual Support System

The Strategic Accounts Group is made up of some of Actsoft’s most tenured employees who have assisted customers of all sizes, within all industries. We are dedicated to ensuring that Actsoft’s enterprise customers receive the highest level of professional service available before, during and after implementation.

By working with Strategic Accounts Group, you will receive dedicated contacts and personalized attention from a team that has the desire and bandwidth to understand your goals and objectives.

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Enterprise Level Solutions

Strategic Accounts Group

888.732.6638 [email protected]

5.1

CX Team Customer Performance

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Vodafone OpCo Welcome Kit CX Team: Customer Performance

About Customer Performance

Primary Activities – Product implementation – Customer onboarding – Managed Services – Product usage recommendations

Customer Performance

Achievements

Team Members 12


Masters 1

Bachelors 4

Associates 5

Certifications 9

6.1

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Customer Onboarding Model(Optional service)

Services Lite package Business package Enterprise package

Online training Self-learning Self-learning+thebelow Self-learning+thebelow

Personal training and configurations none Upto2BusinessHoursof1-to-1assistance* Upto2BusinessHoursof1-to-1assistance*

Vodafone branded Email comms 1)Welcomeemails**2)e-blastsandnewsletters**

Vodafone branded Welcome calls AvailableforCustomerswithmorethan25Users**asagreedwithVodafone

Vodafone branded Customer quarterly reviews

AvailableforCustomerswithmorethan25Users**asagreedwithVodafone

Optional professional services AsdefinedinSupplierservices-chargedinaccordancewiththePriceBook

*Requiresaminimumof10UsersperCustomerandcanbeusedtowardstraining,convertingformsorconfigurationofmodules.

**VodafonecanchoosetonothavetheseservicesperlocalVodafonemarket,ortoturnthemonoroffwithinamarketasdeemedappropriatewithaminimumof1quarternoticetoensuretheSupplierhastheappropriatelocalspeakingresourceswhererequired.

6.2

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Customer Onboarding(Optional service)

6.3

Onboarding Best Practice

ActsoftCXhascreateda‘bestpractice’customeronboardingprocessbasedon20+yearsofawardwinningcustomerserviceandourfocusoncontinuousimprovement.

Prior to the Call

1. Securing all customer data and information and reviewing the customer’s industry and its usage practices.

The key customer information required for a successful onboarding:

– Country of customer. – Companyname,streetaddress,emailaddress,city,website. – Account ID# – Customer telephone number. – Customer’s type of business or industry. – Permission to access the customer’s account. – App tier purchased (i.e. Lite, Business, Enterprise). – Number of active licenses purchased. – Number of modules purchased. – Otherwebportalusersname,role,emailaddress,phonenumber. – Any current activity (i.e. forms sent, modules used, number of orders dispatched, etc.)

Scheduling the Appointment

2. Scheduling the onboarding call appointment with the customer to remotely access their computer screen. The key questions to ask while scheduling the call with the client are:

– Willotheradministrativepeopleusetheappwebportal?Ifso,howmany? – Whatistheirlevelofaccess? – Whatneedstobecovered? – Scheduleatimeanddaythatworksbestforthecustomer. – Confirmthecustomercontactinformation.

CX Team: Customer Performance

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During the Call1. Conduct a friendly and insightful customer onboarding webinar.

Duringthewebinar,askthecustomerthebelowkeyquestions:

– Whythecompanypurchasedtheapplication? – Whataretheircurrentbusinesschallenges? – What’sthecustomerbusinessobjectivesforpurchasingtheapp? – Howdoesthecompanyplantousetheapp? – Howexperiencedistheadminwithmobileresourcemanagementapps?

1. After asking all the above questions, now it’s time for you to: – Reviewthekeyfeaturesandfunctionalityoftheappandwebportal. – Focusonthekeyfeaturesthatwillsolvecustomer’sbusinesschallenges. – Remindthecustomerthatwehavetrainingwithintheapplication. – Makesurethecustomerknowshowtocontactusfortrainingorissues. – Setatimetofollowuptocheckontheirproductivity. – Thank them and ask them to please complete the survey.

After the Call

– Write a brief summary about the onboarding call. – Setafollowupdatepreviouslyagreedwiththecustomer. – Send the survey.

6.3

Customer Onboarding(Optional service)

4.

3.

Important tips for a successful onboarding call

1. Knowingthecustomer’stypeofbusinesscan help you identify the key features the businesswillneedtofocuson.

2. Knowingthecustomer’sbusinesschallengescanhelpyouthinkaboutwaysto solve their concerns and providing the best recommendations on key features.

3. Knowinghowthecompanyplanstousethe app can help you provide suggestions onhowtheycancustomizetheirbusinessworkflowbasedonkeyfeatures.

4. KnowinghowmanypeoplewillbeusingtheappfromAdmin’stoMobileUserswillhelpyouknowtowhetheranindividualorgrouponboarding call needs to be scheduled and if might be necessary or not.

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Actsoft CX Customer Onboarding Workflow(Optional service)

6.4

Actsoft CX Onboarding Workflow

Customer

Partner

Actsoft

Partner emails onboarding request order with customer

information to Actsoft

Actsoft receives email request and emails customer to set-up onboarding

Customer receives appointment email

and confirms

Receives email appointment confi rmation, researches

account (CRM) and conducts onboarding with customer

Customer receives “Completion Notice” email

Completes onboarding and emails

“Completion Notice” to customer and

Partner

Emai ls Customer Survey to customer;

gets reply

Partner receives “Completion Notice” email

Customer completes survey; replies back

to Actsoft

Actsoft CX Customer Onboarding Workflow (Optional Service)

Customer has account set-up and requests “onboarding” from

Partner

CX Value Proposition

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1. Customer AdvisorsOurAdvisorsaresubjectmatterexpertsforeachstageofourcustomers’productusagecycle.Fromproductlaunchtooptimizingdailyproductusagetobusinessgrowth,weprovideexpertadvice for high performance and measurable ROI.

2. Business KnowledgeWeusebusinessandindustryknowledgeaboutourcustomerscombinedwithsoftwareanddeviceknowledgetodeliverexceptionalTechSupportthatdrivespeakperformanceinourcustomers’day-to-day operations.

3. Concierge MindsetOur Trusted Advisors train customers on product best practices; help customers leverage product advantages;andteachcustomershowourproductscanimprovetheirbusinesspractices.

4. Call QualityWith value placed on ‘Call Quality’, customers can count on us to handle their inquiries to the fullest extent. We measure our success based on the quality of each customer’s experience.

5. Proven CX WeuseprovenCustomerExperiencebestpracticesfromtheworld’sbestperformingbrandstodeliver exceptional experiences that build trusted relationships.

5-Point Value Proposition

CX Value Proposition7.1

CX Customer Survey

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CX Survey QuestionsSurvey results are used as performance and development tools to improve team and individual performance.

Tech Support Customer Onboarding

Account Reviews

CX Customer Survey

Did the Customer Advisor resolve your technical issue(ifapplicable)?

Yes

HowwelldidtheCustomerAdvisorcommunicatewithyou?

10

HowknowledgeablewasyourCustomerAdvisor? 10

Overall,howsatisfiedareyouwiththelevelofcustomerserviceyoureceived?

10

Comments:

Does your Customer Advisor respond to your requestsinatimelymanner?

Yes

HowknowledgeablewasyourCustomerAdvisor?

10

HowsatisfiedareyouwiththetrainingyoureceivedontheActsoftsolution?

10

HowwelldoyouthinkyourCustomerAdvisorunderstandswhatyouneedtobesuccessful?

10

Overall,howsatisfiedareyouwiththelevelofcustomerserviceyoureceived?

10

Comments:

DoesyourCustomerAdvisorrespondtoyourrequestsinatimelymanner? Yes

HowwelldoyouthinkyourCustomerAdvisorunderstandswhatyouneedtobesuccessful? 10

HaveyouseenareturnoninvestmentsinceusingtheActsoftsolution? 10

HowlikelyareyoutoaddadditionaldevicestoyourActsoftaccount? 10

Overall,howsatisfiedareyouwiththelevelofcustomerserviceyoureceived? 10

Comments:

8.1

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CX Survey Comments

CX Customer Survey8.2

“Ithelpstobeabletocommunicatewhileonsite.It’seasiertohavesalesandservicesbothknowwhat’sgoingonwithoutneedingtomakeanadditionalcall.

-Wess Dittman

Professional Service helped Sales steal this customer from our competitor, Complete innovations by providingtwoproofofconcepts:NetIdleReportsandNet Idle Duration (KPI dashboard. The initial quantity willbe70unitsofcometfleetwithanother40unitsofcomet asset later this year…not bad!!!

-HentgesTreeServices

“

“ MonicaPerezwasconsideringcancellingheraccountbecauseitwastakingtoolongtorunhercustomreports(due to data volume). Darren created a custom table in theirCometTrackerdatabasewhichimprovedthespeedperformancetoafewseconds.Thecustomerissopleasedshewantstoaddanothercustomreporttoheraccount.

-Joplin’s Compressor

Professional Services played a huge part during the meeting withCompassGroupmanagementteam.TheKPIcustomreports(dashboards)andtheircurrentOMGreportwillbepresentedthismonthtotheirexecutivestoshowtime/money savings and productivity.

-Compass Group

“

“

““

“

“

“

“

“IamunabletoexpresswhatagreatexperienceIhadwithLouthismorning.ThecareIreceivedwentaboveandbeyondwhatIhaveeverexperiencedwithhimtakingcareofneedsto my complete satisfaction. Not only did he complete the help I called him for, he immediately got me help for the other things I had called for but never expected to get it from oneperson.HeisdefinitelyanassettotheActsoftTeam.LouturnedmeovertoAshleywholikeLouwasabsolutelyontopof taking care of my needs, and she also got me taken care of.AwesomeCustomerCareandthebestTeamEver!

-LecyMcKenzie

KeithSdidanawesomejobwithCTimplementationandRoxannewasa“Rockstar”ontheircustomfreightbillreport!Accordingtothecustomer“hisofficelookedlikedanceparty”,hesaidtheyweresoexcitedabouttheproductthattheywerealldancing,highfivingandscreamingthroughthewholeoffice,itwas“exactlywhattheyhavebeenlookingfor,forover2yrs”and“itwasbeautiful”.Chadwasabletoget30additional units of Platinum VSP Direct Billed after PS proof of concept and implementation by Keith.

-Mundall Trucking

Thank You

Actsoft Inc.10006 N. Dale Mabry Hwy., Suite 100 Tampa, FL 33618

Telephone: 888-732-6638

Website: www.actsoft.com

Actsoft CXGlobal Customer Experience Center

Next Level Customer Care.Unmatched Customer Value.

actsoft inc.workforce.actsoft.com/mwe/wp-content/uploads/2017/0… · · 2017-04-267 cx value...

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