Technical Account Management & Customer Profile Management Stuart Freemantle.

Technical Account Management & Customer Profile Management

Stuart Stuart FreemantleFreemantle

2 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF

Agenda

• Overview of Nokia and Nokia Internet Communications

• Customer Profile Management

• Technical Account Management• Service Business Managers• Support Measurement Tool• Support Contract Center


About Nokia• 3 Business Units

• Mobile Phones• Networks• Ventures (Home Communications and

Internet Communications)

• World leader in mobile communications

• Frontrunner in providing mobile, broadband and IP networks

• Sixth most valuable brand (Interbrand)

• One of the world’s most respected companies(PriceWaterhouse & Financial Times)

• As mobility and Internet converge, Nokia is committed to further enrichingthe daily lives of people


Nokia Internet Communications

• Major focus on security and network performance

• Strong standards foundation

• Strongly tied into Nokia as security experts

• Market leader for Firewall/VPN appliance

• Number two for intrusion detection

• Large installed base

Enabling Business - Connecting Securely and

Reliably for Absolute Peace of Mind


Why SCP?

Why a certification program?• Periodic Survey showed Support and

Services was the top motivator in building customer loyalty

• Brings external view to measuring performance and defining best practices

Why SCP?• Service Excellence - Become an industry

leader in Support and Services• Experts in Support - Leverage Industry

Support Knowledge and Best Practices• Customer Satisfaction Focus – Program

placed Customer Feedback as top element

• Strategic Roadmap - Use as strategic roadmap for Nokia Support


Agenda





Customer Profile Management

The Nokia EMEA TAC is noted for exceptional performance in

this element that includes:

• A case management system that provides support engineers

with information on the customers last satisfaction survey

score, average score to date, number of times the customer

has logged on to the support Internet site and the last Support

Website login


Customer Profile ManagementArea of Excellence


Customer Profile ManagementArea of Excellence

Indicates re-seller/direct

(Access/Essential Support)

Will highlight any specific notes from the customers default profileWill highlight any specific company related information

Are we dealing with a first time caller?

Last Support Website Login

As a result of Case Closure surveys


Agenda





Technical Account Management

The Nokia EMEA TAC is noted for exceptional performance in

this element that includes:

•Having an extensive and well managed technical account

program consisting of six EMEA Service Business Managers

supporting sixty-two major distributors for which no

additional fee is charged.•Developing the Support Measurement Tool that consists of

information such as the distributor’s contact details, level of

Nokia accreditation, sales volume, cases currently open,

issues and actions and how the distributor provides support

to the customer;


Technical Account ManagementSCP Support Secret Candidate

• Making the Service Business Manager responsible for daily

contact with the larger distributors, helping new distributors

to become effective, assisting the distributor in buying

support services but not having direct responsible for sales;

• Keeping Service Business Managers in their role for at least three years


The Role of the Service Business Manager

• To provide local (in region) Customer Services commercial, operational, and marketing support to the local sales organisation, and to pro-actively promote and manage the services offered by Nokia Internet Communications to its current and future customers.

• In EMEA we have six territory defined Service Business Managers covering:

• Northern Europe• Central & Eastern Europe• Southern Europe• Western Europe (including South Africa) This region has

two Service Business Managers.


The Role of the Service Business Manager

Service Business Manager

SalesCustomer

TACFix


Technical Account ManagementService Contract Center

• Step-1 .. Focus on data integrity.

• Step-2.. Extend visibility out to resellers

• Step-3.. Extend visibility to end users.

• Future.. We will be looking to offer things such as advanced profiling and personalization to allow for a better experience both on the web and from direct call in.


Service Contract Center

The Service Contract Center is a Customer Relationship Management (CRM) tool which allows the NIC reseller to register, track and manage service agreements, as well as to request upgrades and renewals of their support agreements, in a confidential and secure manner.


Service Contract Center Overview

• SCC Introduction

• Features of Service Contract Center• Sales and Marketing Tools

• Pre Sales• Post Sales

• On-site Service Availability Tool• Generate Service Certificate • Register Service Certificate• View Installed Product• View Agreement• Modify Agreement• Renew Agreement• Cases• Help Online• Frequently Asked Questions


Direct Reseller orDistributor

Customer Service

Vantive

SAP

Customeror Reseller

Service CertificateKey is

AgreementID

Support OrderKey is

AgreementID

Sales orderKey is

AgreementID

(1) Distributor gives thecustomer a service certificatewhen they purchase services

(2) Distributor reports to Nokiathe service line items sold

against that service certificate(3) Order Admin enters in the

order each line items forservice has this agreement ID

(4) SAP to Vantive transfer bringsover the sales order line items and

links them to the Agreement(Agreement is now ready for

customer to register)

(5) Customer registers the servicecertificate. Creates and links thesite record to the agreements andalso links in installed products by

serial numberContract

MFG

Serial NumbersShip Data

support.nokia.com

Direct Reseller orDistributor

Customer Service

Vantive

SAP

Customeror Reseller

Service CertificateKey is

AgreementID

Support OrderKey is

AgreementID

Sales orderKey is

AgreementID

(1) Distributor gives thecustomer a service certificatewhen they purchase services

(2) Distributor reports to Nokiathe service line items sold

against that service certificate(3) Order Admin enters in the

order each line items forservice has this agreement ID

(4) SAP to Vantive transfer bringsover the sales order line items and

links them to the Agreement(Agreement is now ready for

customer to register)

(5) Customer registers the servicecertificate. Creates and links thesite record to the agreements andalso links in installed products by

serial numberContract

MFG

Serial NumbersShip Data

support.nokia.com

Service Certificate Process


Service Contract Center


The Nokia Service Contract Center is available 24 hours a day, 365 days a year. You’re never more than a few mouse clicks away from answers, help or information to assist you in managing your service business

Summary of Benefits

Better Customer Service- The Nokia system automates the contract creation process thus reducing administrative workload, speeding service activation and improving the quality of customer information --We can serve you better and you can serve your customers betterEnhanced Visibility of Service Contracts- The online system allows you to view all contracts under support as well as those that are awaiting registration. You’ll always know the contract status and service level by customer and location

Improved Business Control and Management of Service Contracts- You can electronically request service upgrades, modify the location of contracted support and view and renew service contracts, before they expire


Support Measurement Tool

• For Nokia Resellers and service providers, the Support Measurement Tool will include assessment of the reseller’s service capabilities, performance against benchmarks, contracted responsibilities and Nokia Channel Program requirements. Data gathered from Nokia CRM and service systems are combined with observations of the resellers’ service facilities and procedures into a Support Measurement Tool. The Measurement Tool becomes the baseline against which both Nokia and Reseller performance improvements can be measured over time.

• The SMT is printed out to have a face-to-face approach at least on a bi-annual basis




New Features within Support Measurement Tool

• NON-Return RMA’s - Ensure that Advance Replacement goods are returned

• No Trouble found – How many No Fault Found cases were raised – why?

• Distributor Attach Rate – How well are our Distributors attaching Support?

• Renewal rate input – How effective is our renewal offering/service?

• Technical/Admin cases discrimination – How many cases were technical/Non-technical?

• Average Time To Respond per case priority – How good is our Support?

• Alerters – Pre defined and customizable alerters

• Tech Training Index – What Certification is held within the organization?

• Case/Contract has been updated with Case/Supported Appliance – Are Agreements correctly linked?

• Support Measurement Score


Questions?

?

Technical Account Management & Customer Profile Management Stuart Freemantle.

Documents

nokia support slide

nokia stuart freemantle

sf agenda overview of

accessessential support

support engineers

nokia emea tac

support internet site

support website login