Callcenter Procedure Guide

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CRM Team

Call Center Procedures Guide

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Table of Contents

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Customer Engagement and Relationship Strategy (Introduction to the model) 3

Execution through Activities (basics) . 5

Mid Market Relationship program ... 7

1. Welcome . 92. Deploy .. 11

3. Use . 13

4. Use True-ups ... 15

5. Renew .. 17

3 Tier Contact Model - Integrated Execution 21

Data Targeting 23

MQPs and PQPs . 25

Appendix A Taxonomy Guide . 26

Appendix B Data Quality Fields Guide ..29


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Customer Engagement and Relationship Strategy

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Concept

Microsoft Customer Engagement and Relationship Strategy is based on the execution of a model that allows add value to both active and inactive customers.

This model is called the 3 Tier Contact Model and it has three pillars:

1. Mid Market Relationship Program and LTV:

Provides a reason to contact and helps

connect with customer Build relationship & trust

For Inactive customers building a relationship starts

even before they purchase for the first time.

2. Targeted Marketing: Helps selling. Be conscious and aware ofwhen you are actively selling. This could

be just planting a seed for what will befollowed up on in 6 months time. MidMarket customers buy what benefits theirbusiness and addresses their needs

value add Campaign messages mustaddress pain points.

3. Data Validation: Better customer understanding and knowledge.

Microsoft is reliant on the data in our system.

Improve over time.

Always update Siebel so that the next conversation is contextual and can reference what was discussed previously.

Build trust by looking after the customer interests, learning about their business requirements and providing value at each interaction

Build relationship depth by having regular contacts with multiple BDMs and TDMs and by offering solutions across the enterprise

Retain/Increase Penetration by offering the product/solution mix that matches the customer needs and by increasing mindshare within the corporation by maintaining thecustomer informed of new products and improvements

Increase Microsofts knowledge of the customer base by keeping high quality records of each customer interaction and by adhering to data quality standards and datarequirements

Improve the Customer experience (CPE) by demonstrating sincere interest for the customers well being, responding promptly to their queries and complaints and byproviding value


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Customer Engagement and Relationship Strategy

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3 Tier Contact Model

Every component of the 3 Tier Contact Model is explained in detail later in this manual.

What Why

1.Reason to contact = Relationship

Improve engagement and account CPEAlways add value Building relationship

LTV determines Account Portfolio assignment and contactfrequency

2. Selling

Maximize account revenueTargeted marketing means that you talk to the customer aboutthings that they need.

Campaign messages ensure that this is in the language andcontext of the customer

3. Deeper Customer understanding = Data

Improve account knowledgeWe need to use every opportunity to obtain additional data aboutour customers and validate the data that we already have.


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Execution through Activities

Concept

Contact with customers is based on the execution of activities in Siebel. This means that all interactions with accounts or contacts are registered in the Activitymodule in the CRMtool.

Here are some kinds of interactions:

Event Attendance

Dmail/Email

Follow-up calls

TPM Activities

IROs

Targets

Etc.

Activities in Siebel have a set of fields that both help understand the objective of those activities, and the result of the execution.

Interactions with customers can require further action (call to customer, reassign the activity to anyone else, etc) or can be informative only.

Informative activities give support to required action activities.

Taxonomy

Activities have taxonomy to differentiate from each other.

Taxonomy helps identify the type of activity. It is registered in the DESCRIPTION field

Taxonomy is divided in segments that show: Fiscal Year, origin, type of activity, action, additional description:

FiscalYear-Origin-Type-Action-Description

E.g.: FY09-MMRP-WELC-RQA-Welcome May

Some examples

* For a complete list of taxonomies, see appendix A5


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Execution through Activities

What it looks like

Description: Helpsunderstand the activitypurpose.

Status: Shows the activitystatus:not started: it is not yetexecuted.In progress: it is beingprocessed.Done: it has been executedand closed.Cancelled: it has beencancelled.

Comments: The CRMteam can upload additionalinformation to make theactivity moreunderstandable. ISRs canwrite comments after this.

Additional Information:same as Comments

Call Disposition: Only if

the activity requires action.This field registers feedbackabout the activity execution(No interest in subject, nophone, interested, etc.)

Create Oppty fromActivity: If the executionof the activity leads to thecreation of an opportunity,this button must be used tocreate one and associate itwith the activity.

Remarks

The status of marketing initiatives is measured with activity execution by analyzing the activity fields. Therefore the correct fulfillment of the fields is critical.

The activity fields help the CRM team improve what is in Siebel. For example, activities with Call Disposition No Phone are separated to correct the telephone numbers of thecompanies related to those activities.

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Mid Market Relationship Program (MMRP)

Concept

The Mid Market Relationship Program is a customer engagement framework based on a proven contact strategy consisting of a series of consistently executed, highly relevant andtimely customer communications mapped to the customers license lifecycle.

MMRP is a post sale program that creates a strong relationship with customers.

This program follows the license life cycle: from purchase to renewal of contract.

MMRP has four phases with specific messages at a specific time.

Every phase has customized material depending on:

License Type

Product

Country

ISR

Follow-up for all phases is done through call-activities in Siebel.

Objectives:

Improve customer satisfaction and engagement with MS

Increase cross-sell and up-sell

Improve customer knowledge

Maximize renewal revenue rates

Maximize deployment

PhasesTimeline process

Welcome: Welcomes the customers 0-3 months after purchase.

Deploy: Checks if customers have already installed the product. Deployment tips are shared. 3-6 months after purchase. Use: Provides tips to use Microsoft products and benefits properly so that the customers have a good experience with Microsoft solutions. 6-30 months after

purchase.

Renew: Tries to guarantee the renewal of Software Assurance contracts . 30-36 months after purchase.

Retain/Renew

0 3 Months 3-6 Months 30-36 Months6-30 Months

Cross-Sell/Up-Sell

UseDeployWelcome/Activate

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Mid Market Relationship Program (MMRP)

MMRP provides a determinant reason to contact customers at a specific time and via a specific delivery channel (Phone, e-mail).

MMRP helps improve customer satisfaction through engagement, deployment and quality of communications.

Microsoft gets better renewal rates.

MMRP enables cross/up- sell Increase sales

Remarks

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MMRP - Welcome

Concept

Welcomes the customers to the Microsoft volume licensing program.

A welcome kit with customized material is sent to customers. This kit can be e-mailed or direct mailed.

The kit includes a welcome letter with:

Customized messages for:

Purchases with or without Software Assurance.

Different license types: Enterprise agreement, Select or Open.

Summary of purchased licenses.

Step-by-step guide to register OPEN or MVLS products in the volume licensing webpage.

Software Assurance Benefits.

Web resources to implement products.

ISRs reinforce the materials with follow-up calls.

ProcessHow to do it

Every time a customer purchases a new Microsoft product, two activities are uploaded into Siebel with a specific date to contact:

Welcome Kit activity: This is an informative activity that is created to register the email or direct mail sent to customer.

Welcome Call activity: This activity is created to reinforce Welcome kit through a follow up call. This activity has to be executed by the ISR.

When executing the call:

Check with the customer if the material was sent.

Talk about the benefits the customer has.

If the customer has not bought Software Assurance, talk about the benefits of buying Microsoft products with it.

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MMRP - WelcomeTaxonomy

Type of Activity Taxonomy (activity description) ActivityType ActivityCategory ActivityPurpose Status

Welcome Call FY09-MMRP-WELC-RQA-Welcome call T+30 Month Call - Outbound MMRP Welcome - Call Not StartedWelcome Kit FY09-MMRP-WELC-FYI-Welcome Kit Month Direct Mail or Email - Outbound MMRP Welcome - Kit Done

What it looks like

Comments help track the contract in MSExplore.More details like Agreement End Date, LicenseType, or products are included in this field.

Status and Call disposition have tobe filled out according to theoutcome of the call.

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MMRPWelcome Materials

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Customized welcome message explaining the program.The materials are written in the countrys native language.

Details of the purchase: Licensing Type, dates, contractnumbers, etc.

Letter signed by Account Manager.

Other customized messages depending on the licensetype.

Details of purchased licenses.


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MMRP - Deploy

Concept

This phase checks if customers have already installed the product .If not, customers are encouraged to do it with deployment tips.

Deploy email is sent to customer after 60 days of purchase. This email has recommendations to reach a correct deployment of products.


ProcessHow to do it

After welcome phase is executed some months before, a deploy activity is uploaded into Siebel with a specific date to contact the customer.


Check if customer received deploy email. If not, send material.

Check if customer has already installed the products. If not, encourage the customer to use the deployment tips sent in the email.

Talk about activating software assurance benefits.

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MMRP - DeployTaxonomy

What it looks like



Taxonomy helps identify theactivity


Deploy FY09-MMRP-DEPL-RQA-Deploy Product Month Email - Outbound MMRP Deploy - Kit Not Started

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MMRPDeploy Materials

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Customized deploy message explaining the program.The materials are written in the countrys native language.



Support resources to deploy products


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MMRP - Use

Concept

This phase provides recommendations to achieve the best usage of Microsoft products.

Use email is sent to customer after six months of purchase.


ProcessHow to do it

After deploy phase is executed some months before, a use activity is uploaded into Siebel with a specific date to contact the customer.


Check if customer received use email. If not, send material.

Encourage the customer to use the recommendations sent in the email.

Talk about activating and using software assurance benefits.

A good use experience of products and benefits helps develop the customers potential and leads to customer satisfaction.

Remarks

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MMRP - UseTaxonomy

What it looks like



Taxonomy helps identify theactivity


Use FY09-MMRP-USES-RQA-Use Product Month Email - Outbound MMRP Use - Kit Not Started

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Concept

True-ups is a benefit of Enterprise Agreement contracts.

When customers sign a new E.A., they declare and install the products they will use during the three year contract. However, customers might want to use additional products.They can install them at any time and pay the additional usage cost at the end of the first or second year. The payment is made only for future usage, i.e.:

If a customer installs new products after six months of purchas ing an Enterprise Agreement, the payment will be made at the end of the first year and only for thenext remaining two years of contract.

This MMRP-Use call was created to check if customers have used additional products during the first or second year.

This call leverages Cross-sell and Up-sell, i.e.:

If a customer has SQL Server and Office, a BI speech can be addressed.

Customers might not be aware of this benefit, therefore this touch can help improve the usage of true-ups.

MMRP UseTrue-Ups

Touches

Four touches: Two at the end of the first year and two at the end of the second one:

1. First year T-60: 60 days before first year of contract (Gives time to cross/up sell)

2. First year T-30: 30 days before first year of contract (Follow up call to verify additional products and cross/up sell if at T-60 the customer is not sure or needsmore time)

3. Second year T-60: 60 days before second year of contract (Gives time to cross/up sell)

4. Second year T-30: 30 days before second year of contract (Follow up call to verify additional products and cross/up sell if at T-60 the customer is not sure orneeds more time)

Process (Timeline)How to do it

First Touch T-60 (first year): Call to customer to verify additional usage of products during the first year. Cross-sell and Up-sell through the list of installed/deployed products. Second Touch T-30 (first year): Call if at first touch, the customer was not sure of usage or if the customer needs more time to add a product. Third Touch T-60 (second year): Call to customer to verify additional usage of products during the second year. Cross-sell and Up-sell through the list of installed/deployed products. Fourth Touch T-30 (second year): Call if at third touch, the customer was not sure of usage or if the customer needs more time to add a product.

1 2Purchase Agreement End Date

T-30 Call - True Up

T-60 Call - True Up

T-30 Call - True Up

T-60 Call - True Up

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MMRP UseTrue-UpsTaxonomy

True-ups can be the only source ofrevenue during three years in accountswith Enterprise Agreement contracts.

What it looks likeRemarks

Touch Taxonomy (activity description) Status Additional Info

First Year T-60 FY09-MMRP-USES-RQA-TrueUp T60 First Year Not StartedAgreementID: xxxxxxxAnniversary Date: mm/dd/yyyy

First Year T-30 FY09-MMRP-USES-RQA-TrueUp T30 First Year Not StartedAgreementID: xxxxxxxAnniversary Date: mm/dd/yyyy

Second Year T-60 FY09-MMRP-USES-RQA-TrueUp T60 Second Year Not StartedAgreementID: xxxxxxxAnniversary Date: mm/dd/yyyy

Second Year T-30 FY09-MMRP-USES-RQA-TrueUp T30 Second Year Not StartedAgreementID: xxxxxxxAnniversary Date: mm/dd/yyyy

The Comments field can beused to add remarksregarding the execution of

the call

Status and Calldisposition have to befilled out according tothe outcome of thecall.

The Additional Info field contains theAgreement Id that helps track thecontract in MSExplore

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MMRPUse Materials

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Customized use message explaining the program.The materials are written in the countrys native language.



Product Use recommendations


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Concept

Renew expiring contracts with Software Assurance.

Email/Dmail is sent to customers with:

Current licensing status

Benefits to renew

ISRs calls reinforce the materials with follow-up calls.

MMRP - Renew

Touches

Six touches (email/dmail + calls) to guarantee renewal:

1. T-180: 80 days before expiring (Gives time to budget)

2. T-90: 90 days before expiring (Gives time to budget)

3. T-60: 60 days before expiring (Reminds customer)

4. T-30: 30 days before expiring (Follow-up call)5. T: Date of expiration (Customer has 30 more days to renew)

6. T+30: Last chance to renew

Process (Timeline)How to do it

First Touch T-180: Call to customer to remind them of the expiring Contract. Close activity if no further action is required. Second Touch T-90: Call to customer to remind them of the expiring Contract. Create an opportunity and close the rest of the renewal activities if the

customer is interested. If the customer is not yet sure, close the activity and wait for T-60. T-60,T-30 Touches: Call to customer to remind them of the expiring Contract. Create an opportunity and close the rest of the renewal activities if the

customer is interested. If customer is not yet sure, close the activity and wait for T-60. If the customer does not want to renew,create an opportunity at 0% Prospect.

Fifth Touch: One month to renew. Determine if the customer is not renewing, if not, create an opportunity at 0%Prospect and close the activities. Sixth Touch: Last chance to engage the customer. The customer has 30 more days to renew.

Agreement

End Date

First touchT-180

Second touchT-90

Third touchT-60

Fourth touchT-30

Fifth touchT

Sixth touchT+30

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MMRP - RenewTaxonomy

All activities have information to track the contract in MSExplore or in EOLAS. The Commentsfield have detailed information including the AgreementID.

Touch Taxonomy (activity description) Status Comments AdditionalInfo

T-180 FY09-MMRP-RENEW-RQA-T180 Not StartedAgreement ID,End Date,Authorization #,LicenseType,Allocation,Products

Agr. ID,End Date,LicenseType,Alloc







T FY09-MMRP-RENEW-RQA-T Not StartedAgreement ID,End Date,Authorization #,LicenseType,Allocation,Products


T+30 FY09-MMRP-RENEW-RQA-T+30 Not StartedAgreement ID,End Date,Authorization #,LicenseType,Allocation,Products


What it looks like

Taxonomy showswhen to contact thecustomer.

Comments help track the contract in MSExplore.More details like Agreement End Date, LicenseType, and products are included in this field.

If customer wants to renew the contract,an opportunity has to be created by usingthis button. The same taxonomy shouldbe used in the Opportunity Name.


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MMRPRenew Materials

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Customized renewal message explaining the program.The materials are written in the countrys native language.



Benefits to renew


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Data QualityProfiling

Concept

Every month the CRM Team generates an analysis to detect deficiencies in the basic profile for Accounts and Contacts.

Deficiencies are uploaded into Siebel to ISRs as activities that require action.

Analysis includes installed platform deficiencies in accounts.

The progress in Data Quality will be measured by the corrections done in Siebel, not by the amount of executed activities.

ProcessHow to do it

Every time a call is executed with customers, Data Quality speech should be incorporated .

When preparing the call, look for a Data Quality activity to understand the deficiencies that the account has.

In a call it is not possible to cover all criteria of the Data Quality activity; however, it is important to cover at least two (better if more) to maintain a good standard of quality inSiebel.

Once the call is executed, deficiencies should be corrected with the call outcome.

Maintaining good standards in Siebel means we know our customers better, and therefore more accurate initiatives can be run.

Remarks

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Data QualityProfilingTaxonomy

Taxonomy (activity description) ActivityType ActivityCategory ActivityPurpose Due Date Status

FY09-DAQU-CALL-RQA-Fase Mantenimiento Call - Outbound Common Activities Follow Up End of Fiscal Year In Progress

What it looks like

Due date is uploaded at the end of the fiscal year

(or Q), so that the Data Quality Activities areactive during the whole year.

Deficiencies are uploaded in the Comments field.

(Example): Account: Address, Phone Number

Platform: Data Base, Messaging, Desktop OperatingSystem, SW ERP-CRM Contacts: Lonardis Olivares (1+7817+46): Email,

JobTitle // Andres Rojas (1+7817+47): Email // CarlosMontes Ramirez (1-2BQEN8): JobTitle

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* For a complete list of validating fields andvalidation rules, see appendix B.


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Concept

Microsoft can identify customer future value from customer transactional purchasing behavior and industry benchmarks.

This analysis helps identify each accounts future potential revenue to Microsoft.

There are quite a few models that address different concepts:

Cross Sell

Next Logical Product

Early Adopters

Anti-piracy

Etc.

These models are available to the call center through activities.

Data targeting helps improve daily business operations in marketing and sales.

ProcessHow to do it

Data Targeting is executed through 3 Tier contact model MMRP first (Relevant information about products already purchased).

When preparing call be ready to discuss any Campaign Scenario and Product listed in the Target set Activities.

Data Sets give guidance - Preplanning , which profiling option to begin conversation with.

Engage customer in an investigative discussion listen for critical issues, validate and explore for alternatives.

For Managed Accounts Depth and Breadth Tier1 and Tier 2:

Use Three Tier contact model

MMRP or Routing Activity - due date triggers customer contact (Primary reason to contact)

Data Target sets linked to Customer Campaign messages - Target activities due date set to the end of the fiscal year

Execute at same time

For Un-Managed Accounts Breadth Tier3 and Tier 4:

Use Target set list

Call Center and Breadth Lead determine customer contact schedule. Start with highest revenue generating products.

Each ISR is assigned a customer list of Data Target set Customer Campaign activities for the week.

Some customers could already have bought the offering product. This happens because the customer buys before Microsoft finishes uploading the predicting activities.

Taxonomy

Data Targeting

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Taxonomy (activity description) ActivityType ActivityCategory ActivityPurpose Due Date Status

FY08-MKTG-TARG-RQA-Campaign Name, Product,Prob/PX, Source Call Outbound Common Activities Campaign End of Fiscal Year Not Started


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Data Targeting

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What it looks like An account could have more than one Data Target Activity.The customer may be interested in more than one depending on how the conversation goes.

Taxonomy shows details of product and probability:

FY09-MKTG-TARG-RQA-Campaign Name, Product, Prob/PX, Source

Campaign Name: Name of the initiative or Customer CampaignProduct: AnyPX: P1>=85%

P2 >=70% and =50% and


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Concept

An integrated execution should guarantee that when customers are called, they are contacted with unique speech that gathers information from all pendingactivities (MMRP, DataQuality, MQPs, etc.).

The integrated execution avoids contacting customers several times for different reasons.

The 3 Tier Contact Model has three main areas to focus on:

1. MMRP: Provides a reason to contactand builds relationships with customers. Areason to contacthelps start the conversation. Afterwards it is possibleto expand and complement the conversation to talk about different topics.

2. Data Mining Analysis: Provides a set of mathematical analysis that helps identify each accounts future potential revenue to Mic rosoft.

3. Data Validation: Use every opportunity to obtain additional data and to validate the date that we already have.

3 Tier Contact Model -Integrated Execution

ProcessHow to do it

1Immediate

Action

Validate Opportunities

MMRP

Routing Call (if there is MMRP as well, then cancel routing)

MQPs

2 Alwaystalk about

Data Quality

Targets (when available)

3Additionalinformation

Event attendance

Marketing Initiatives

SA Benefit Activation Call (LATAM)

These areinformativeactivities thatsupport calls

Activities that require action (RQA)

MMRP

Routing Calls

MQPs

Targets Data Quality

Etc.

Information Activities (FYI)

SA Software benefitactivation

Event Attendance

Marketing initiatives

Remarks

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3 Tier Contact Model -Integrated Execution

Cover next points:

1. Validate ERP/CRM opportunity and fulfill platform information (Data Quality Activity)

2. Talk about SQL/Exchange Target P3 (cross-sell that complements ERP/CRM opportunity)

3. Talk about Windows Target P1

Reached Objectives:

1. Opportunity (MQP) was validated

2. Platform was val idated

Data Quality3. 2 out of 3 Targets were validated

1. RQA / ValidateCRM/ERP Oppty

2. Targets and DAQUActivities

2.1 Data Quality Activityrequires ERP/CRM

information

What it looks like

Remarks

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MQPs, PQPs and SQPs

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Concept

A very active way of generating pipeline in Microsoft is done through events.

The generation of revenue is an expected outcome from the execution of a complete events plan.

The planning and execution of events have different stages that involve various areas in Microsoft (see the chart below for reference):

1. Planning: Marketing segments create different types of events to fit customers needs. These events can be targeted initiatives, product launch, massive eventsand even marketing though Partners.

2. Execution and Leads generation: Once marketing is clear on the initiative concept, the execution is done through various channels: Physical Events, Calls,Meetings, Demo Centers, etc.

The result of the execution can generate prospects (leads) which are commonly called MQPs (Marketing Qualified Prospects), PQPs(Partner Qualified Prospects) andSQPs (Sales Qualified Prospects) depending on who generated the lead.

To detect sales prospects, the Lead Qualification model (BANT) is used. This model is based on four basic questions:

B: Budget (Do you have a budget associated with this project?)

A: Authority (Are you the business or technical decision maker for this project?)

N: Need (Are you looking to implement a project planned in any of the following areas?)

T: Time (What is your organization's timeframe to purchase the chosen solution?)

MQPs, PQPs, and SQPs are contacts who positively answered at least 3 BANT questions and Need is present.Once prospects/leads are detected, they are uploaded into Siebel as activities so that the call center can follow them up.

3. Activity follow-up and Pipeline execution: All prospect activities uploaded in Siebel have to be validated with high priority, as customers expect their needs tobe fulfilled. If customers needs are real, these activities generate opportunities.

4. Revenue generation: The final expected outcome of the process is Revenue generation and customer satisfaction.

Marketing Inputs

Tradeshows

Events

D/Emails

MQPs

Partner Inputs

Partner referral

Through Partner Mktg PQPs

Sales Inputs

1:Few Events

Meetings, calls, events SQPs

Planning

Revenue


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MQPs, PQPs and SQPs

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ProcessHow to do it

MQPs, PQPs and SQPS activities have specific due dates that must be respected since customers are waiting for Microsoft to contact them.

Customers can be contacted before (but not after) the activity due date.

As part of an integrated execution, these activities should appear when querying all pending activities (status = Not Started).

Comments and Additional Info fields help understand the event objective. Data like date, country, event name, IDs are specified.

If an opportunity is identified , the Create Oppty from Activity button must be used to associate the activity with the opportunity. This is necessary to measure the ROI (Return ofInvestment) of Marketing Campaigns.

Close the activity by setting the Status field to Done.

Taxonomy

Type Taxonomy (activity description) ActivityType ActivityCategory ActivityPurpose Due Date Status

MQPs

FY09-MKTG-CALL-RQA-Event Date/Country/Event Type/Event

Name/WWE_ID MQP Lead

Marketing Qualified

Prospect

7 days after

tabulation

Not

Started

PQPs FY09-MKTP-CALL-RQA-Validate Oppty Partner Event MQP LeadPartner QualifiedProspect

7 days aftertabulation

NotStarted

What it looks like

Taxonomy helps understand source and event type.Keep in mind that events organized by Partners (Through PartnerMarketing) can generate leads as well. These leads are uploaded toSiebel with different taxonomy.

Activities are uploaded as soon as leads are detected.Remember that customers are waiting for Microsoft to contact them.Therefore, the sooner the activity is executed, the faster customerexpectations are fulfilled.

Not all created MQPs/PQPs generate an opportunity. However, if one isidentified, the Create Oppty from Activity button must be used.


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Routing Calls

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Concept

Microsoft has a Customer Contact Management Strategy that guarantees coverage throughout Accounts in all segments during the whole year.

This strategy sets the number of times that customers have to be contacted in the year.

The main objective of Contact Management is not to leave customers unattended.

This strategy is different depending on the subsidiary and on the account segment. For example: for Depth accounts Microsoft could be interested in contact customers onceevery two months, but for Breadth accounts once every four only.

Contact Management is executed through some instruments: MMRP, Event Activities, Data Sets, Opportunities etc.

In a certain period of time, an account might not have any activity or opportunity, and therefore we cannot contact the customer.

If the account is not touched, contact strategy is broken and engagement is affected.

Routing Calls are created to cover untouched accounts Microsoft can identify when customers are not to be touched and then create a routing call to cover the accounts.

Routing Calls force a contact with customers.

ProcessHow to do it

Routing Calls have to be executed as part of the 3 Tier Contact Model. Every time a routing call is found, a speech has to be prepared by looking at the interactionsbetween Microsoft and the customer.

Usually routing calls are not accompanied by pending activities, that means that even though calling the customer is necessary, routing calls do not provide a reason to call.That is why looking at the customer history is important to create a logical speech (cross and up sell could help create the reason to contact).

There can be some exceptions to the previous point when new MMRP, MQPs or initiatives are created.

If the routing call is found with other activities that require action, create the speech bearing in mind these activities and set the routing call to Done in the status field.

Taxonomy

FY09-RUTA-CALL-RQA-Short description ActivityType ActivityCategory ActivityPurpose Due Date Status

FY09-RUTA-CALL-RQA-Short description Call Outbound Common Activities Follow Up Depends on the strategy Not Started


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Routing Calls

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What it looks like

Find Routing Calls by looking at the Taxonomy

Due Date is established by the contact strategy.


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Appendix A Taxonomy Guide

OriginPageof reference Description of the activity Type of Activity

Taxonomy(activity description) Type Category Purpose Status

Data Quality 18,19

The proactive Data Quality projectguarantees that ISRs verify account'sinformation every time they call customers. Call to verify information FY09-DAQU-CALL-RQA-Data Maintenance Call - Outbound

CommonActivities Follow Up

Inprogress

Microsoft Relationship

Program 4,5,6,7

First phase of the Microsoft RelationshipProgram welcomes the customer to the

Volume Licensing program after 30 days of

purchase. ISR executes a call Welcome Call FY09-MMRP-WELC-RQA-Welcome call T+30 Month Call - Outbound MMRP Welcome - Call

Not

Started

Microsoft RelationshipProgram 4,5,6,7

First phase of the Microsoft RelationshipProgram welcomes the customer to the

Volume Licensing program after 30 days ofpurchase. A welcome Kit containingwelcome letter and a detail of licenses ofthe purchase is sent to customer. Welcome Kit FY09-MMRP-WELC-FYI-Welcome Kit Month

Direct Mail or Email -Outbound MMRP Welcome - Kit Done


A Deploy email is sent to customer after 60days of purchase. This email hasrecommendations to reach a correctdeployment of the products. A Deploymentfollow-up call is executed through ISRsafter 90 days of purchase. Deploy FY09-MMRP-DEPL-RQA-Deploy Product. Month Email - Outbound MMRP Deploy - Kit

NotStarted

Microsoft RelationshipProgram

4,5,10,11,12,13

A Use email is sent to customer after 60days of purchase. This email hasrecommendations to reach the best useexperience with Microsoft products. A Use

follow-up call is executed through ISRsafter 90 days of purchase. Use FY09-MMRP-USES-RQA-Use Product. Month Email - Outbound MMRP Use - Kit

NotStarted


Renew expiring contracts with softwareassurance. Email/Dmail is sent tocustomers with current licensing statusand benefits to renew. ISRs calls reinforcethe materials. This phase is executed 180days before the contract expires.

Renew T-180 FY09-MMRP-RENEW-RQA-T180 Call - Outbound MMRP Renew - CallNotStarted





Renew expiring contracts with software

assurance. Email/Dmail is sent tocustomers with current licensing statusand benefits to renew. ISRs calls reinforcethe materials. This phase is executed 60days before the contract expires.






Renew expiring contracts with softwareassurance. Email/Dmail is sent tocustomers with current licensing statusand benefits to renew. ISRs calls reinforcethe materials. This phase is executed in

the same month of the contract expiringdate. Renew T FY09-MMRP-RENEW-RQA-T Call - Outbound MMRP Renew - Call

NotStarted


35/38


OriginPageof reference Description of the activity Type of Activity



This is the last opportunity for customersto renew an expiring contract. An ISR callis executed 30 days after the contractexpiring date. Renew T+30 FY09-MMRP-RENEW-RQA-T+30 Call - Outbound MMRP Renew - Call

NotStarted

Marketing 4,5,14,15

In some regions a Demo Center can show

products or solutions to customers. Theexecution of this activity is registered forISRs information.

Democenter - Register ofExecution FY09-MKTG-DEMO-FYI-Short description Meeting Event Attendance Done

MarketingThe execution of a teleconference isregistered for ISRs information.

Teleconference - Register ofExecution FY09-MKTG-TCON-FYI-Short description Meeting Event Attendance Done

MarketingWebcasts assistance are registered forISRs information. Webcast - Assistance FY09-MKTG-WBCA-FYI-Short description Meeting Event Attendance Done

MarketingWebcasts invitations are registered forISRs information. Webcast - Invitation FY09-MKTG-WBCA-FYI-Short description Meeting Event Invitation Done

MarketingMQPs Follow-up is done by ISRs thoughactivities MQPs Follow-up Call

FY09-MKTG-CALL-FYI-Event Date/Country/Event Type/EventName/WWE_ID MQP Lead

Marketing QualifiedProspect

NotStarted

MarketingEvents assistances are registered for ISRsinformation. Event - Assistance FY09-MKTG-EVEA-FYI-Short description Meeting Event Attendance Done

MarketingEvents invitations are registered for ISRsinformation. Event - Invitation FY09-MKTG-EVEI-FYI-Short description Meeting Event Invitation Done

MarketingMarketing activities can include sending e-Mail to customers e-Mail

FY09-MKTG-MAIL-FYI-Short description(specify it is an e-mail campaign) Email - Outbound

CommonActivities Campaign Done

MarketingMarketing activities can include sendingdirect Mail to customers Direct Mail FY09-MKTG-MAIL-FYI-Short description Email - Outbound


Marketing 20.21

Microsoft can identify customer futurevalue from Customer transactionalpurchasing behavior and industrybenchmarks through predictive models.These models help identify each accountsfuture potential revenue to Microsoft andhelp improve daily business operations inmarketing and sales.

Data Sets/TargetsFY08-MKTG-TARG-RQA-Campaign Name, Product,Prob/PX, Source

Corresp/Letter -Outbound

AccountPlanning

Executive BusinessReview

NotStarted

Marketing

Marketing activities can be supported byISRs calls. To differentiate from each

other, the short descriptionhas toclearly describe the activity. Follow-up Call FY09-MKTG-CALL-RQA-Short description Call - Outbound


NotStarted

Marketing throughPartner

Marketing events executed throughpartners can be registered for ISRsinformation (Assistance)

Marketing through Partner -Assistance FY09-MKTP-EVEA-FYI-Short description Meeting Event Attendance Done


Marketing events executed throughpartners can be registered for ISRsinformation (Invitation)

Marketing through Partner -Invitation FY09-MKTP-EVEI-FYI-Short description Meeting Event Invitation Done


Marketing through partners activities caninclude sending e-Mail to customers

Marketing through Partner -eMail

FY09-MKTP-MAIL-FYI-Short description(specify it is an e-mail campaign) Email - Outbound



Marketing through partners activities caninclude sending direct Mail to customers

Marketing through Partner -Direct Mail FY09-MKTP-MAIL-FYI-Short description

Corresp/Letter -Outbound


Prospecting Machine

The group to identify opportunityprospects (prospecting machine) cancreate an activity to ISRs after calling tocustomers. ISRs get deeper in thecustomer request. Follow-up Call FY09-PMAC-CALL-RQA-Short description Call - Outbound


NotStarted


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Origin

Pageofreference Description of the activity Type of Activity


Routings calls

Routing calls are used to guarantee aconstant contact with customers. Theseactivities are executed to contactcustomers only if there are not otheractivities. Follow-up Call FY09-RUTA-CALL-RQA-Short description Call - Outbound


NotStarted

Partners Calls to partners Follow-up Call FY09-PTNS-CALL-RQA-Short description Call - Outbound

Common

Activities Follow Up

Not

Started

CPE - World WideCustomer SasisfactionSurvey

After the World Wide CustomerSatisfaction Survey, some complaintsabout bad experiences with Microsoft areregistered in an IRO activity for follow-up.

IROS to follow-up FY09-IROS-CALL-RQA-Short description Call - OutboundCommon

ActivitiesFollow Up

NotStarted

Licensing Activities /SAM

A call from the AntiPiracy group tocontact customers. Follow-up Call FY09-LICC-CALL-RQA-Short description Call - Outbound BSA

License InconsistencyCheck

NotStarted

DynamicsA call from Dynamics to follow-up certaininitiatives Follow-up Call FY09-DYNA-CALL-RQA-Short description Call - Outbound


NotStarted

Customer Service

Customer service can create an activity toISRs after receiving a call fromcustomers. These activities representpotential opportunities and are executedby ISRs.

Phone call that requiresfurther action

FY09-CSRV-CALL-RQA-OPPTY VALIDATION CustomerCampaign Name Call - Outbound


NotStarted

Customer Service

Customer service can create an activity toISRs after chatting with customers. Theseactivities represent potential opportunities

and are executed by ISRs.

Chat that requires further

action

FY09-CSRV-CHAT- RQA-OPPTY VALIDATION Customer

Campaign Name Web - Inbound

Common

Activities Follow Up

Not

Started

Customer Service

Customer service can create an activity toISRs detecting a customer opportunityfrom a web form. These activities areexecuted by ISRs.

Online Form that raises anaction

FY09-CSRV-FORM- RQA-OPPTY VALIDATION CustomerCampaign Name Web - Inbound


NotStarted


36


37/38

Appendix BData Quality Fields Guide

37

Field Rule Reason to correct

Organization Name a) Field length must be greater than 2 Company name is printed in all letters and communications with customers.b) Field must not be null

Address 1

a) Field length greater that 10 and less than 25Geographical localization, sent of correspondence, and the correct localization of the company'srevenue

b) Field must not be null

c) Field must not contain words like "undefined", "unknown" or any other unclear word

City

a) Field length must be greater than 2

Geographical localization, sent of correspondence, and the correct localization of the company'srevenue



d) Must be the same as the field Site

Site

a) Field length must be greater than 2

Geographical localization, sent of correspondence, and the correct localization of the company'srevenue



d) Must be the same as the field City

Main Phone Numbera) Field length must be greater than 7

Main way of communication with companyb) Field must not be null

State a) Field must not be null Geographical localization, and sent of correspondence.

Vertical Industry a) Field must not be null Identification of the Market segment to target specific products

Site Servers

a) Field must not be null

Defines the segment and the work strategy to the companyb) For "Low Small Business" and "Core Small Business", field must be greater or equal than 0

c) For the rest of segments, length must be greater than 0

Total Servers


Defines the segment and the work strategy to the companyb) For "Low Small Business" and "Core Small Business", field must be greater or equal than 0

c) For the rest of segments, length must be greater than 0

Site PCsa) Field must not be null

Defines the segment and the work strategy to the companyb) Field length must be greater than 0

Total PCsa) Field must not be null


Employees At Sitea) Field must not be null


Total Employees


Defines the segment and the work strategy to the company

b) Field length must be greater than 0

Accounts


38/38

Appendix BData Quality Fields Guide

Contacts

Field Rule Reason to correct

First Name a) Field length must be greater than 2 Identifies the contact to call or send Dmails. This field appears in correspondences (event invitations, letters, etc.)b) Field must not be null

Last Namea) Field length must be greater than 2

Identifies the contact to call or send Dmails. This field appears in correspondences (event invitations, letters, etc.)b) Field must not be null

Job Titlea) Field length must be greater than 2

Helps marketing activities to have better approach with customers.b) Field must not be null

Job Role a) Field must not be null Helps understand the approach with customers in the sales process

Marketing Audience a) Field must not be null Helps understand the approach with customers in the sales process

Vertical Industry a) Field must not be null Helps understand the approach with customers in the sales process

Email


Communications, support material, event invitations.Important contact mean for M icrosoft

b) Field must not contain strange characters (%,/,etc.)

c) Correct usage of point in the extension

d) Field length must be greater than 7

e) Field must have at sign (@)

Profile

Data Quality is focused in obtaining seven categories in account profile:

Category

Desktop Operating SystemServer Operating System

Data Base

Messaging

Desktop Tools

ERP

CRM

Callcenter Procedure Guide

Documents