Worldwide Customer Support

Tahir Abdukadyrov, Deputy COO

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Why am I here?

World class customer support is mandatory

With nearly 65 clients in 18 countries our support services need to meet a wide and complex range of needs

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Future development

Improved Support Levels

Client issues

Contents

Objectives

Regional Operations Centers

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Objectives

Business objectives for support servicesCustomer satisfaction rating to be in the top

quartile– Supported by regular client surveys

Annual reduction of 20% in ESM tickets opened

100% contractual SLAs met Optimize clients’ use of SmartVista features

and functions to benefit their bottom line

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Three Year Performance Summary

46

61

94

0

10

20

30

40

50

60

70

80

90

100

2008 2009 2010

90,9

68

55

0

10

20

30

40

50

60

70

80

90

100

2008 2009 2010

The average number of ESM tickets per client per year

Increasing client base driving higher project volume in ESM

Code improvement illustrated in falling ticket volume per client

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Communications Language barriers Cross cultural differences

Time Zones BPC provides 24x7 emergency issues support On-line support for day to day issues

Missed opportunities Lack of information about new products, features,

achievements

Client Issues

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What is our answer to these issues?

Regional Operational

Centers

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Regional Operational Centers – what’s inside? Allocation of knowledge to local centers. Technical staff for everyday & first line support services. Business analysts of local market aiming to support

customizations. Project managers managing the client’s expectations on-site. Account managers providing a prompt reactions to any client

questions.

Regional operations centers are the functional structures of Operations, leaded by Regional COOs,

that functionally report to COO and line report to Regional Heads

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Regional Operational Centers

Asia Pacific – Singapore

Russia, CIS, Europe, Africa - Moscow, Russia

Ukraine – Kiev, Ukraine

USA, Canada, Latin America – Omaha, USA

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Improved Support Levels

EscalationEscalation

DevelopmentDevelopment

Level 4Level 4

Level 3Level 3

Level 2Level 2

Level 1Level 1

Regional supportRegional support

Customer internal Customer internal support service support service

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Customer internal support serviceCustomer internal support service – customer internal IT departments to coordinate end users requests and support end users on solution usage issues

Regional supportRegional support – BPC first line support services, executed locally by regional offices to provide consultancy services on product usage, implementation services and issues resolution by configuration

DevelopmentDevelopment – BPC development facilities to provide backup and consultancy for first line service and issue resolution by bug fixing and development of new features

EscalationEscalation –procedures and timeframes for issue escalation within BPC

Improved Support Levels

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Locate our experience close to the clients

Expansion of geographic spread and capabilities in Regional Operations Centers Project managers, business analysts, support engineers,

developers

Move account management resources close to the client to be more responsive to you

We will strengthen our Quality Control by implementing formal client satisfaction surveys

Future Development

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And finally…

We are implementing all these changes and plan further steps to ensure we: Provide industry level quality support services to our

valued clients Meet the market demands right on time and provide

innovative solutions to our clients better and faster than competitors

Transforming Payment Solutions Globally – Transforming Payment Solutions Globally – Operating LocallyOperating Locally

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