How Technology Enables Service to Deliver Superior Customer Experiences

Budd Webster, Services GM&VPKodak Alaris

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Holding company, solely owned by U.K. Kodak Pension Plan

Ralf Gerbershagen, Chief Executive Officer

$1.2 billion in revenue

3,500 employees

Financially strong, committed to growth

The new company

Dolores Kruchten, President

DOCUMENT IMAGING

Document scanners

Capturesoftware

Technicalservices

Dennis Olbrich, President

PERSONALIZED IMAGING

Traditionalphoto

Retail systems solutions

Eventimaging solutions

In everything we do…we believe in finding a better way

NimbleDrivenTrusted

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And we are entering a new world!

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We were a document input company

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Now we are an intelligent information management company

Getting the right information

to the right placeat the right time to

maximize value

Input Management Business Process / Case Management

Customer InteractionManagement

KnowledgeManagement

ECM CEM

Information Management

Converge

Capture approach: Capture to archive

Digital repository for critical business processes

Key input sources: paper, fax

Information: Largely structured

Entity: Document, Data

Key motivator: availability of data; regulations, audits

Measures: Compliance

Capture approach: Capture to transaction (batch)

Automate processes

Key input sources: Paper, e-docs, e-mails, attachments, fax, social media

Information: Mix of structured, semi- and unstructured

Entity: Transaction

Key motivator: Time to cash; process cost; customer satisfaction

Measure: ROI

Improve customer communication

Key input channels : Call centers, e-mails, chat, social media

Information: Mostly unstructured

Entity: Inquiry, Web visit

Key motivator: Best customer service for lowest price

Measure: Time to resolve; customer satisfaction

Quality of customer communication

Key input channels: Product teams; senior call center staff, expert users

(community)

Information: Largely unstructured

Entity: Inquiry

Key motivator: Retention of firms IP, ease paper info gathering, enable

customer self help

Measure: Level of input provided / time to resolve

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Service & Support – Productivity Assured.

Customers trust in Kodak Alaris to deliver the training, optimization and support that assures the ongoing productivityof their solutions• Global reach, local attention• Highly trained and experienced personnel• Single point of contact for software and hardware support• Professional services including training, workflow

optimization• Versatile maintenance agreement options

With over 600 highly trained professionals in over 30 countries, Kodak Alaris is one of the largest, most experienced service organizations in the industry,

with customer satisfaction ratings historically over 95%!

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Twin Pillars of Customer Experience Management

Information Management

Multi channel inputSemantic understandingClassification of contentExtraction of relevant dataResponse and routing

Service Management

Case managementWorkforce optimization

Contracts and entitlementsParts logistics

Mobile connectivityDashboards and analytics

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New Artificial Intelligence

UNDERSTAND PROCESS KNOW

? i !Knowledge Is Core Of Process Efficiency

Kodak Info Insight PlatformInformation Management

Self Learning Expert Forum

Content RepositoryAcross System Boundaries

Any Content Documents

Free Text SearchIntranet Any Source

No Administration Versioning

Dynamic Q&A Scripting

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Operational Efficiency Today• Separate / Aging Systems

Worldwide• Limited Access Knowledge

Base

Case Management Today• Fragmented View of Installed

Base• Inefficient Dissemination of

Case Information

“…find a better way.”

Field Management Today• Calls queued as they arrive• FE addresses calls asap

Stakeholder Connectivity Today• Minimal Visibility by

Customers and Partners

Case Management Goal• Simplified Global Entitlement• Cutting-edge Mobile

Capabilities

Field Management Goal• Robust Work Order

Management• SLA / Resource Optimized

Scheduling

Stakeholder Connectivity Goal• Immediate Access to

Information by Key Customers & Partners

Operational Efficiency Goal• Global Parts Management• Dynamic / Ubiquitous

Knowledge Base (Service Pulse / Social Collaboration)

Service Manageme

nt

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Result: a service IT infrastructure that facilitates superior customer experiences

• Powerful CEM/Knowledge• Self learning• Artificial intelligence• Future proof

• Comprehensive service solution• Global SaaS on force.com

platform• Agile and highly configurable• Speed of implementation

Differentiators that make a difference!

The Kodak trademark and trade dress are used under license from Eastman Kodak Company. © 2013, 111616 Opco (Delaware) Inc.