Geoffrey Drayton, Vice President Sales and New Business Development,

DecisionOneJanuary 23, 2007

Business Benefits of VoIP for the SMB

IT EXPO East

2Agenda

DecisionOne VoIP Suite of Services Service Descriptions & Deliverables New Operating Model Next Steps Appendices

3DecisionOne VoIP Suite of Services

TimTimee

VoIP Site Readiness

IP Phone Replacement

Pick, Pack & Ship

IP Phone Install

IP Phone Support

Training & 30-day VoIP Support

Ser

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S

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ce

Evo

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Evo

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4

5

67

8

Router & Switch Install

Plan MaintainImplement

23

Depot Configuration

4DecisionOne VoIP Services Suite defines required services …

Service Description Deliverable Market Pricing

S1 - VoIP Site Readiness Physical inspection of client’s IT environment including cabling,bandwidth, LAN equipment & IP address schema

Operational assessment/benchmarking to determine ability of client’s IT environment to support VoIP

VoIP Readiness Report

IP network topology

1-30 user site: $600 plus $79 trip charge

31+ user site: custom quote

Site Survey only = $200 + trip charge

S2 - Pick, Pack & Ship Inventory, warehouse & ship equipment for installation

Unit ready for shipping to customer location

Std process control system rpts

$6.32 (logistic labor only)

Needs further investigation.

S3 - Configuration Logistics service complementary to Pick, Pack & Ship that configures equipment for a customer installation

Configured device

Std process control system reports

Quote

S4 - Router & Switch Install Rollout & implementation of pre-configured Router & Switch

Successfully installed and tested router/switch

$70/unit

S5 - IP Phone Install Rollout & implementation of pre-configured IP phone

Successfully installed and tested IP Phone w/ability to make VoIP calls

$30/phone

(5 phone min)

S6 - Training & 30-day VoIP Support

End User IP Phone Training and 30 days of Tier 1 End User Remote Technical Support for IP Phones

30-minute training webinar

M-F 7am-7pm Tier 1 Support

Historical & Real time reporting

Training – in process

$19/call

S7 - IP Phone Support Remote problem receipt,call tracking, entitlement, triage and resolution of end user IP phone issues

24x7x365 specialized Tier 1 & Tier 2 Support

Historical & Real time reporting

$19/call

S8 - IP Phone Replacement Receipt of defective unit

Return defective to vendor

Receive replacement from vendor

Exchange of defective IP phone

Std reporting

$11.03 (logistic labor only)

Needs further investigation.

Service Descriptions, Deliverables & Market Pricing

5

What’s the value to the client:Help the customer quickly answer the following questions:

• Is the equipment installed in your network VoIP-friendly?• Are any equipment upgrades or replacements needed?• Is the existing cabling adequate to support VoIP?• Does sufficient bandwidth exist to support acceptable

voice call quality?

1

Major Activities:

• Receive partner service request and create service ticket• Schedule on-site visit• Gather detailed information about wiring, bandwidth, network equipment

& IP addressing schemes• Generate synthetic VoIP calls on network, when needed• Assess bandwidth ability to handle VoIP traffic• Assess IP addressing schema• Obtain customer sign-off of on-site visit• Review/Analyze the collected material • Identify any network and cabling gaps• Craft deliverable report• Update and close service ticket

VoIP Site Readiness inspects a client’s IT environment’s ability to support VoIP

Service Highlights:

• 800 number for customer service• End to end management of service delivery including

scheduling, ticket management, service escalations and reporting

• Scripted procedures and processes for consistent service delivery

• Designate Point of Contact responsible for operational activity

• Best of breed VoIP Assessment technology • Extensive investment in technical talent

What do we deliver?:

•VoIP Site Readiness report of major categories

–VoIP network topology

–Overall Scorecard for

–Wiring

–Bandwidth

–Network equipment

–IP addressing schema

–Gap identification listing

6

What’s the value to the client:

• Improved customer satisfaction through reduced capital, infrastructure costs, and reduced business complexity

2

Major Activities:

• Receipt of OEM equipment via DecisionOne Process Control System

• Receive partner service request and create service ticket

• Select equipment from inventory according to client specifications and license agreements

• Repackage in original packaging• Ship unit to the installation site per customer

instructions for deployment by DecisionOne CSE• Update and close service ticket

Pick, Pack & Ship logistics service inventories, warehousesand ships equipment for a customer installation

Service Highlights:

• Point of Contact responsible for conducting Periodic Business Reviews and interim conference calls (as required)

• Deep, experienced workforce with technical certifications across multiple products and technologies

• Corporate freight discount• Flexible/scaleable workforce and systems to provide tailored solutions to

meet your unique requirements and workload variations• Fixed fee per device• Inventory management• Inspection for shipping damage• End to end management of warehoused inventory including stocking,

tracking, packing, shipping and replenishment• Coordination of shipped unit with scheduled on-site installation date

What do we deliver?:

•Inventoried, warehoused, packed and shipped units for client installations

•Standard Process Control System reports

7

What’s the value to the client:

• Reduces on-site labor expenses and eliminates risk of non-functioning equipment being discovered during the installation process

• Improved customer satisfaction through reduced capital, infrastructure costs, and reduced business complexity

• Achieve accountability for ensuring consistent device configuration for any installation regardless of location

3

Major Activities:

• Receive partner service request and update service ticket

• Configure selected equipment from inventory according to client specifications and license agreements

• Perform functional testing of assembled hardware unit• Address any installation issues resulting from test • Coordination with rest of Pick, Pack & Ship service• Update service ticket

Depot Configuration logistics service complementary to Pick,Pack & Ship that configures equipment for a customer installation

Service Highlights:

• Point of Contact responsible for conducting Periodic Business Reviews and interim conference calls (as required)

• Deep, experienced workforce with technical certifications across multiple products and technologies

• Flexible/scaleable workforce and systems to provide tailored solutions to meet your unique requirements and workload variations

• Fixed fee per configuration• End to end management of warehoused inventory including

stocking, tracking, configuration, testing, packing, shipping and replenishment (includes Pick, Pack & Ship)

What do we deliver?:

•Configured device in a DecisionOne Depot location

•Standard Process Control System reports

8

Service Highlights:

• 800 number for customer service• Coordination to ensure installation occurs successfully for date

scheduled• Scripted procedures and processes for consistent service

delivery• Escalated support for the trained workforce from central

network specialists• Designate Point of Contact responsible for operational activity• Extensive investment in technical talent

4

Major Activities:

• Receive partner service request and create service ticket• Verify customer readiness for install activity• Schedule appropriate resource(s) to perform work• Ensure local resource has all material to perform install for customer

environment• Unpack equipment and place in rack or on tabletop• Connect power and Ethernet to router/switch• Perform acceptance test of installed equipment• Address any installation issues resulting from test• Provide technical overview of installed equipment to administrator• Obtain customer sign-off of successful installation• Update and close service ticket

Router & Switch Install of pre-configured units

What’s the value to the client:

• Increased customer satisfaction due to expertly managed service delivery and execution

• Achieve accountability for ensuring consistency and standardization across all locations while keeping deployments on time and within budget

• Rapid solution deployment within a single location or simultaneously across multi-site locations

What do we deliver?:

•Successfully installed and tested router/switch

9

What’s the value to the client:

• Increased customer satisfaction due to expertly managed service delivery and execution• Accelerated realization of technology solution’s value• Achieve accountability for ensuring consistency and standardization across all locations

while keeping deployments on time and within budget• Rapid solution deployment within a single location or simultaneously across multi-site

locations

5

Major Activities:

• Receive partner service request and create service ticket• Verify readiness for install activity (e.g. VoIP Site Readiness)• Schedule appropriate resource(s) to perform work• Ensure local resource has all material to perform install for customer

environment• Unpack and setup IP phones on desktop• Connect power and Ethernet• Perform acceptance test of installed equipment• Address any installation issues resulting from test• Distribute end user dialing instructions & features documentation• Obtain customer sign-off of successful installation• Update and close service ticket

IP Phone Install of pre-configured devices

Service Highlights:

• Participate in coordination to ensure installation occurs successfully for date scheduled

• End to end management of service delivery including scheduling, ticket management, service escalation and reporting

• Scripted procedures and processes for consistent service delivery• Designate Point of Contact responsible for operational activity• Escalated support for the trained workforce from VoIP specialists• Extensive investment in technical talent

What do we deliver?:

•Successfully installed and tested IP phones

•Ability to make VoIP calls from phones

10

What’s the value to the client:

• Keeping people up to speed on technology with training focused on operational topics to fully leverage basic product features

• Increased customer satisfaction due to specialized technical support available via phone

• Decrease need for expensive on-site technical visits• Reduction or elimination of CAPEX and OPEX expenditures • Support is available when you need it with ability to scale to meet your

changing requirements • Obtain a remote presence with a single point of contact for all support

inquiries • Frees up internal technical resources to focus on core differentiating

activities rather than support

Major Activities:

• Schedule training webinar date with customer• Host 30-minute training webinar• Receive customer support calls and create service tickets• Entitle, triage and resolve customer problems• Update and close service ticket

Phone Training & 30-day VoIP Support forend users

6

Service Highlights:

• Hosted End User Feature Training provided via webinar• Telephone support provided via an 800 number• Real-time availability of appropriate technical skill set

Stable contact center infrastructure with scalability options

• Tier 1 remote technical support of IP phone and dialing features

• Scripted procedures and single point of contact for handling call escalations

• Tracking of service problems/call history

What do we deliver?:

•30-minute Training webinar

•M-F 7am-7pm local time Tier 1 remote technical support

•Historical & Real Time Reporting

11

What’s the value to the client:

• Increased customer satisfaction due to specialized technical support available via phone

• Decrease need for expensive on-site technical visits• Reduction or elimination of CAPEX and OPEX expenditures • Support is available when you need it with ability to scale to meet your

changing requirements • Obtain a remote presence with a single point of contact for all support inquiries • Frees up internal technical resources to focus on core differentiating activities

rather than support • Augments the IPT expertise within IT departments• Increase employee productivity from expedited problem resolution by VoIP

support specialists

7

Major Activities:

• Receive customer support calls and create service tickets

• Entitle, triage and resolve customer problems• Update and close service ticket

IP Phone Support for end users

Service Highlights:

• Telephone support provided via an 800 number• Real-time availability of appropriate technical skill set • Stable contact center infrastructure with scalability options• Tier 1 remote technical support

• Basic physical connectivity troubleshooting of IP phone• IP phone• Dialing features

• Tier 2 remote technical support• User administration on switch• User configuration parameter changes in portal• Troubleshooting basic switch/router connectivity

• Scripted procedures and single point of contact for handling call escalations• Tracking of service problems/call history

What do we deliver?:

•24x7x365 specialized Tier 1 and Tier 2 remote technical support

•Historical and Real Time Reporting

12

What’s the value to the client:

• Increased customer satisfaction due to rapid equipment exchange from a low cost alternative solution

• Decrease need for expensive on-site technical visits• Reduction of CAPEX and OPEX expenditures • Obtain a remote presence with a single point of contact for all

support inquiries • Frees up internal technical resources to focus on core

differentiating activities rather than support

8

Major Activities:

• Receive customer support calls and create service tickets• Entitle, triage and diagnose customer IP phone hardware problems• Verify need for whole unit swap• Request replacement unit from in stock configured inventory• Pick and pack replacement IP phone • Issue RMA and ship replacement unit overnight to designated

customer location• Update inventory stocking levels• Receive and test defective unit for problems• Coordinate repair tasks, if required• Place refurbished unit in inventory stock, if designated• Update and close service ticket

IP Phone Replacement providing whole unit exchange for defective IP phones

Service Highlights:

• Customer service & triage support provided via an 800 number• Stable contact center infrastructure with scalability options• Inventory management with next business day delivery• Shipping request processing and RMA tracking• Defective product returns• Point of Contact • Transactional, fixed fee pricing• Flexible/scalable workforce and systems to handle equipment

exchange• ISO 9001 Logistics center with scripted procedures and

processes for consistent service delivery

What do we deliver?:

•Rapid exchange of defective on-site equipment

•Standard reporting

13The “new” D1 operating model has the Service Desk as our service delivery hub

Customers

•Tier 1-3 Technical Support/Proficiency•Entitlement/Ticket Creation•Triage/Diagnostics•Tool Access/Diagnostics

•Remote Resolution•Escalation•Intelligent Dispatch (Parts, Tech)

DecisionOne Service Desks

Infrastructure•Self-Help (Tier 0) Web•Email, Chat, Phone Services•Remote Monitoring/Mgmt•Entitlement Screening•Automated Alarms

•Expert Systems/Knowledge Mgmt•Ticket Management•Diagnostic/Training Labs•Advanced Reporting Capabilities

Field Technician & Engineers

On-Site Support

Field Technician & Engineers

On-Site Support

Logistics/Parts

Forward &Reverse

Logistics/Parts

Forward &Reverse

Svc

Delivery Partners

Svc

Delivery Partners

InternetPOTS

FTP/XML

14A Foundation for World Class Service Delivery

Kn

ow

led

ge-E

nab

led

Knowledge-enabled

Kn

ow

led

ge

-en

ab

led

Tier 3 –Product Knowledge

Tier 4 – OEM Knowledge

Fie

ld L

ab

or

Req

uest

Reso

lved

Service Requests

Netw

ork

ing &

Com

m.

Desk

top

Tier 0 – Self-Service

Tier 1 – Entitle, Triage

Tier 2 –Technical Knowledge

Dispatch

Dispatch

Dispatch

Dispatch

Dispatch

…

Key Attributes • Tiered Service Delivery Model• Standard approach to service request processing (ITIL compliant)• Consistent data capture & reporting at all levels• Utilize common knowledge base for fast, quality resolution (80-90% resolved without field)•Self-service case access •DecisionOne value derived from IC sourced by field AND remote capabilities• Tier 0-2 – Can be bundled as “customer service” with CHD or TSD for partner; or backend “high tech” support

Selected Key metrics: First Call Resolution, Dispatch Avoidance, First Field Call Effectiveness

15Knowledge-enabled, Tiered Service Delivery

Knowledge-Enabled

•Knowledge is captured throughout process (by client, call, product, issue, resolution, etc.)• Knowledge is re/used for triage & resolution at all levels of support• Knowledge is available forcustomer “self-serving”• Tiers leverage IP for “smart hands” field labor/support• Field labor accesses and contributes directly during onsite support• D1 valued derived through domain specific IC versus field capability exclusively

Tiered Support Model

•Tier 0 – Self-Service problem resolution• Tier 1 – Scripted, knowledge-base resolution, broad IT service skills & knowledge• Tier 2 – Product specific knowledge & skills, certifications• Tier 3 - Deep dive skill & knowledge in target domain areas (e.g., DC, Desktop, N&C, etc.)• Tiers 2-4 – Primary source for knowledge base• Tier 0-2 – Will be bundled as “customer service” with CHD or TSD for partner; or backend “high tech” support• Tiers 3-4 – Will be bundled for specific TSD for OEM, Outsourcer, backline support, etc.

16

We Take Care of Your Technology…

So You Can Take Care of Your Business.

Questions?

Next Steps

17Appendices

Appendix A: DecisionOne Service Delivery Model Appendix B: Standard VoIP Installation Service Delivery

Model

18Appendix A: DecisionOne Service Delivery Model

End Customer

1Purchase Product and/or

Order Installation

4Materials

Order

5On-site

Service ResponseCoordination

7On-SiteService Delivery

2Service Order

3BRemote ServicesDelivery

Multi-Tier Technical Support

Tier 3 Technical Support

6MaterialsDelivery

SupplyChain

On SiteCSE

Service Desk

Reseller orPartner

3ARemoteServices

OEM

Assumptions: All orders will receive an acknowledgement upon receipt. All orders will be monitored for completion within SLA

requirements. All completed work will be verified and accepted by the

customer before closed. Each service offering includes a service performance

report and service detail report for completed work.

19Appendix B: Standard VoIP Installation Service Delivery Model

VoIP Client

VoIP Partner

D1 Service Desk

1) Customer requests installation

3) Partner calls/schedules install with D1

5) CSE receives/ acknowledges

service request OR “smart hands” support

CSE

7) Performs installation (or resolution actions) until successful or notifies Service Desk

9) CSE notifies Service Desk of completed installation OR requests additional support for problem resolution

3.1) Partner Ships equipment to client site

8) Install is successful, or fails

4) D1 Service Desk:• Takes service request• Entitles caller• Schedules install• Dispatches CSE• Supports “smart hands”

10) Notifies Partner of completion OR solicits further information for problem resolution

Standard InstallationReporting

11) Track and monitor performance and SLAs12) Periodic Reporting

2) Partner determined client network can handle voice-over-IP

6) D1 Service Desk confirms client site is ready & equipment is on-site

Our approach builds a foundation for service support

20DecisionOne Corporate Profile

DecisionOne is the largest independent IT services provider in North America with 45 years experience in technology support services. We employ over 2,500 technology professionals in North America – including US, Canada and Latin America.

Our core business resides in local, reliable, cost-effective technology support services for Data Center, Desktop, Networking, Communications, and Specialty Equipment

Our Repair Depots and Remote Service Desks support the field service activity

You may know us as: Bell Atlantic Business Systems Services, Sorbus, Decision Data, IDEA

Servcom, Intelogic Trace, Memorex Telex, General Diagnostic Incorporated (GDI).

© 2007 DecisionOne Corporation. All rights reserved. Information contained herein is confidential and

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display or performance, of the content on this site, other than User Data, is strictly prohibited.

Thank You!

For additional information contact us:

(888) 287-9202

email@DecisionOne.com

www.DecisionOne.com