Transcript Content - Service Strategies

Nokia Enterprise Solutions
7x24 Roadmap
Sean McPartlin
Manager, Nokia Enterprise Solutions TAC
Las Vegas – 2005
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Topics
• Personal Background
• Nokia Enterprise Solutions (NES) Overview
• Current NES Support Model
• Opportunity And Growth
• 7x24 Considerations
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Personal Background
• 20 years in high tech
• 5 years building and managing technical support/professional services
departments
• 2 years with Nokia Enterprise Solutions
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Formerly Nokia Internet Communications
• Contact Information:
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[email protected]
Nokia Enterprise Solutions (NES)
Overview
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Nokia Enterprise Solutions
Vision
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Work goes mobile !
Mission
Unleash enterprise productivity and
deliver superior end-to-end experience
Strategic
Intent
Become the trusted expert and leading
technology provider of mobility for
enterprises
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End to End Solutions
Connecting
people in different
locations
Over variety of
networks
On
campus
WLAN
DSL
From
any
device
Cable
With these
Solutions
To access
These
Corporate
Infrastructure
IT Assets
Device
Management
Private Line
Internet
GSM
HSCSD
GPRS
EDGE
WLAN
Security
Content
Email
Servers
File &
Application
Servers
Calendar &
Scheduling
Employee
Directory
Authentication
Servers
Off
campus
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Enterprise Mobility Building Blocks
Voice
Email & PIM
Applications
Content
Mobile
Systems
Integration
InfraStructure
ES
Service Life Cycle
&
Support
Mgmt
Middleware
Mobile Device Hardware & Software
Security & Mobile Connectivity
Access Networks
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Current NES Support Model
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Customer Base
• Reseller Essential Support
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Provide a core of support around
which the Reseller adds value
Resellers always provide the first
level technical assistance through
their own support center to their
end users.
• Enterprise Access Support
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Where the customer wishes to
have direct contact with Nokia,
these End-Customer Service
Packages can be offered
• Software Subscriptions
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NES Applications
3rd Party Applications
• Global Installation Services
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Support Facts
• Typical Technical Case Type:
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Production issues affecting customer revenue - $$$
Upgrade/implementation
3rd party integration
Vulnerabilities/attack
Hardware replacement
• Support Engineers Training/Skill Requirements:
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Underlying network/security technology
Knowledge of various operating systems
Device fundamentals
3rd party applications
Soft skills focus
• Call And Case Times:
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Average talk time can vary from 5 min to 4 hours
• Average: 11 minutes
Resolution times can range from minutes to weeks
• Customer implementation window
Global Support Infrastructure
Field Service provides 4 hour or
next
Business day hardware
services:
• Hardware Replacement
• Installation Services
• Global Service
TAC coordinates and assists
Technical Assistance Centers
(TAC): Level-1 and Level-2
centers operating in a followthe-sun model
Level-1: Canada and India
Level-2: Canada, UK, Singapore
Local Centers: China and Japan
Product Line Support (PLS):
Escalations teams located with
product engineering
USA (CA, MA, PA)
Finland
India
• First Call Final Resolution
• Available 365x24x7
• Interface with Engineering
• Interface with Partners
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Same Business Day Shipping
globally & Next Business
Delivery in:
• All US locations
• Singapore
• All EU countries
Other countries – subject to
customs
Website Features
• Knowledge Base
•No call is closed without a Resolution
•Available for Self-Help
•Technical Bulletins & FAQs
• Add/View Cases and RMAs
•Raise Cases Electronically
•Track Open Cases/RMAs
• Software and Documentation
Downloads
•Latest/Archive versions
•Latest Documentation
of IPSO
• Update Profile and set
personalization
• View Latest Support Offerings
• Service Contract Centre for
maintaining service agreements
•Only
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for Resellers and Distributors
Review
• 3 Technical Assistance Centre’s (TAC) worldwide
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Americas, EMEA, APAC
• Follow The Sun model
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Single phone number in each region redirects to active TAC
Handover calls (case)
Duty Supervisor coverage
• Americas TAC staff 7x24
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Disaster recovery and call overflow
• Product Line Support provides interface to engineering 7x24 for high
priority cases
• DHL and Unisys used to provide global hardware services
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From advanced replacement to 2 hour on site engineer
• Complex Issues Impacting Customer Revenue
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Opportunity And Growth
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Opportunities
• Customers requesting more personalized service
• Expanded support offerings and products (Mobility)
• More separation of Level-1 and Level-2 services from a delivery view
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Optimize resources at each level
• Customers expectations have grown
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Expect flawless service delivery
• Remove risks from current support model
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Improved disaster recovery
Continue multi-site model for added flexibility
• Partner network will grow
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Both from service delivery and products supported
Requirements
• Upgraded/Expanded PBX
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Global support for and integration with other sites
Global transparency of calling queues
Remote agent access
Improved redundancy
• Second 7x24 Level-1 organizations
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Key to disaster recovery
Provide level-1 services in regions covered with added flexibility of
overflow
Coordinates all hardware services
Process and technical training/certification
• Mobility and core solutions
• New Case routing process and guidelines
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See related slide
New Nokia Support Model
Product Based Self Help
Global TAC
Field
Service
2 - L1 TAC
Follow-the-Sun
Transactions Decrease
Escalation Path
Hardware
Replacement
Web Based Self Help
Global TAC
3 - L2 TAC
Follow-the-Sun
Reactive
Services
Product Line
Support
Proactive
Services
Engineering: Multi-Site and Multi-Vendor
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TAC Case Processing Enhancements
Enterprise IT
“Essential”
Fast track - Routing
directly to 2nd level
TAC engineer
• Provided to
resellers based on
their business
volume &
performance
• Entitlement rules
defined by reseller
program
• WEB cases first,
Phone cases later
“Essential”
“Extended ES 1st level TAC”
Acces
s
Reseller TAC
“Fast Track”
with Essential
Essential
ES 1st Level TAC
ES 2nd and 3rd Level TAC
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“Premium
Access”
Enhanced Call
Routing – Speed &
priority through 1st
level TAC
• Provided as a
component of the
Premium Access
support offering
• Premium Access
could be a prerequisite for TAM
• Phone as well as
WEB cases
Benefits
• Redundancy/failover for L1 PBX globally
• Highly available 7*24*365 organization
• Resource optimization
• Improvements to hardware service delivery
• Multi-site allows for flexibility
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Holiday, regional volume variances, product knowledge
• Improved customer satisfaction!
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7x24 Considerations
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7x24 Considerations
• Organization
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Long-term goals
The plan/expansion
Long-term commitment ($$$)
• Legal
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Exit option
Contract updates and renewals
General Liability
• Marketing
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Customer impact analysis
Market trends and costs
7x24 vs. legacy support programs pricing
Considerations: Incentives and cannibalization
• Sales
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Alignment and understanding costs
Aggressive service promotion
7x24 Considerations
• Finance
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Profit center vs. cost center $$$
• Development/Manufacturing
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7x24 Service level agreement (SLA)
• Logistics
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3rd party pricing considerations and involvement
• Access/Security
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Local laws for staffing
Building access off hours/secure access systems
• Systems And Reporting
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IT SLA – Off hour support and systems availability
Call Overflow/Failover – Call routing
Statistical Analysis – Skewed between core hours and off-hours
Procedures Development – Case handover, page outs, etc….
7x24 Considerations
Procedures And Documentation
• Case Handover
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Process outlining transitioning and monitoring of cases
• Entitlement (Off-Hour)
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Steps taken when a customer calls in without support
Sales involvement
• Return And Repair (Off-Hour)
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Outline delays or issues associated with off-hour replacement
• Management Availability
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Page outs
• Development/Manufacturing Contact (Off-Hours)
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Page-outs
Accessibility