© 2005 Avaya Inc. All rights reserved. EMEA Business Partner Workshop Module I: EMEA CSC General Overview EMEA Customer Support Center

© 2005 Avaya Inc. All rights reserved.

EMEA Business Partner Workshop

Module I:

EMEA CSC General Overview

EMEA Business Partner Workshop

Module I:

EMEA CSC General Overview

EMEA Customer Support Center

2© 2005 Avaya Inc. All rights reserved.

Workshop Agenda Day 1• 09:30 – 09:45 EMEA Business Partner (BP) Workshop Day 1 Opening

• 09:45 – 11:00 Module I: EMEA CSC Overview EMEA CSC Introduction, Operations (Ops) Structure, Operating Model, Contacting

EMEA CSC, Required IDs & Passwords, Avaya Learning Center, EMEA BP Program, Avaya Satisfaction Program, EMEA CSC Support Functions Overview

• 11:00 – 11:15 Break

• 11:15 – 12:15 Module II: EMEA Order Management (Mgt) Methods of Placing Orders, Product Lead Times, Order Management Documentation

• 12:15 – 13:00 Lunch

• 13:00– 14:30 Module II: EMEA Order Management (Cont’d) Global Trade Compliance, Order Management Applications (Incl. Demonstration of VPN/ARA, PLAT, ASD, Online Ordering Tool), Pre-Sales Support, Online Order

Tracking

• 14:30 – 14:45 Break

• 14:45– 16:00 Module II: EMEA Order Management (Cont’d) Order Change Policies (Change/Hold/ Cancellation/ Expedite), Sales Out Reporting, Reverse Logistics: Claims, Repairs

• 16:00 – 16:15 Module II: Other Support Functions (in brief) Post-Sales & Remote Technical Support (RTU & RFA), Partner Support Services, Contract Management, Credit & Collections, Billing

• 16:15 – 16: 30 Close, Q&A


Workshop Agenda Day 2 MODULE III

One to One SessionTo address Specific Requirements

Hands on session with Subject Matter Experts Customer Support Associate (CSA) &

EMEA CSC BP Helpdesk Specialist

Operational support on order handling/order management, review of order management requirements or outstanding questions

Technical/installation support and in-depth training on applications (ASD, PLAT, VPN), enrollment support for various applications (access issues)


EMEABusiness Partner (BP) Orientation Workshop

Module I:EMEA CSC General Overview

Module I:EMEA CSC General Overview

Module II:EMEA

Order Management & Other Support Functions

Module II:EMEA

Order Management & Other Support Functions

Module III:Hands On Session

with SMEs

Module III:Hands On Session

with SMEs

EMEA BP Workshop Modules

Module I: EMEA CSC General Overview EMEA CSC Introduction, Structure & Operating Model, Contacting EMEA CSC, Required IDs & Passwords, BP Program, Avaya Satisfaction Program, EMEA CSC Support Functions

Module II: EMEA Order Management & Other Support Functions Methods of Placing Orders, Product Lead Times, Order Management Documentation, Global Trade Compliance, Order Management Applications (Incl. Demonstration of VPN/ARA, PLAT, ASD, Online Ordering Tool), Pre-Sales Support (ATAC ExchangePlace), Online Order Tracking, Order Change Policies (Change/Hold/ Cancellation/ Expedite), Sales Out Reporting, Reverse Logistics: Claims & Repairs. In brief overview of: Post-Sales & Remote Technical Support (RTU & RFA), Partner Support Services, Contract Management, Credit & Collections, Billing

Module III: Hands on session with Subject Matter Experts (SMEs - Customer Support Associate (CSA) and EMEA CSC BP Helpdesk Specialist) Operational support on order handling/order management; Technical/installation support and in-depth training on applications (ASD, PLAT, VPN) incl. enrollment support for various applications.

https://enterpriseportal.avaya.com/ptlWeb/appmanager/ptl/bp?_nfpb=true&ptlRewrite=true&_pageLabel=spCP&sp_content_portlet_actionOverride=gotoRewrite&rewrite=/CS200645115641625083/C200512161697811038/SN20061018185358812023/SN20061018185358812023


Module I Objectives

Understand the features and services of the EMEA Customer Support Center (CSC)

Identify ways of interaction between you and the EMEA CSC and required IDs and passwords

Get insight into the EMEA CSC structure and model

Obtain high level information about Avaya EMEA Business Partner Program

Learn to navigate the EMEA Business Partner Portal and Avaya University (Avaya Learning Center) web site

Become familiar with the Avaya Satisfaction Program


Avaya, a Leader in Business Communications Enabling Business, Large and Small, to Communicate and Compete

A century of experience and innovation

No. 1 in IP telephony, contact centers, mobility solutions,and PBX maintenance services*

Avaya Labs, a leader in communications software: 3,000 patents/applications

More than 2,500 Business Partners globally and 1 million customers - 90% of Fortune 500®

20,000 employees in 50 countries

Systems Systems Services Services

ApplicationsApplications

AvayaCustomer

Value

AvayaCustomer

Value

…customer path, pace and choice

…customer path, pace and choice

* From, respectively, Synergy 2Q’05, Frost & Sullivan ‘04, InfoTech ’05, MZA ‘03, InStat/MDR‘03, Radicati ‘04, InfoTech ‘05

,

Avaya At A Glance


Avaya in EMEA

More than 1,000 Business Partners

Developing partnerships with leading Service Providers and Global Systems Integrators

>7,000 Avaya associates

29 countries, nearly 60 local sites

Three Centres of Excellence and 12 country-level Technical Support Centres


EMEA CSC Vision & Mission

Vision: Make Avaya a partner that is:easy to do business with

in a competitive market

Mission: To consistently provide best in class support to our Customer Base, through Reliability, Diversity and Integrity and as a Valued Partner of the EMEA Business Community


EMEA CSC Priorities

People: Continue to develop the EMEA CSC highly motivated and highly performing team to align to increasing customer expectations

Business performance: Excellent execution to the targets of a balanced scorecard of X-functional Key Performance Indicators

Customer engagement: simplify the way we serve our customers – internal and external


EMEA CSC Scope

At your service, located in Rijswijk, The Netherlands (area of The Hague)

Support to Business Partners (BPs) in Europe, Middle East and Africa (EMEA)

Order fulfillment and country Sales Ops Centers support for Direct business in EMEA

Operations support to all Enterprise Communications Group (ECG) products (CSD, Appliances and Applications) and SMBS (Small Medium Business Solutions) Business Groups

Language support in 6 European languages

Business PartnerSupport

Business PartnerSupport

EMEA Region

Support

EMEA Region

Support

Avaya Product

Portfolio Support

Avaya Product

Portfolio Support

MultilingualSupport

MultilingualSupport


EMEA Customer Support CenterRijswijk, The Netherlands

EMEA Customer Support CenterRijswijk, The Netherlands

English

Français

Русский

Italiano

Español

Deutsch

EMEA CSC Support Languages


University

Bachelor

Other

Currently 92 employees

44.1%21%

Representatives of 34 Countries:

EMEA CSC Employees Facts

Australia – Belgium – Brazil – Chile – Comoros Islands – Denmark – Egypt –

Finland – France – Germany – Hungary – India – Israel – Ireland –

Italy – Jordan – Lebanon – Lithuania – Malta – Netherlands – Nigeria –

Norway – Poland – Russian Federation – Senegal – Sierra Leone – Slovakia –

Spain – Switzerland – Turkey – Venezuela – Ukraine – United

Kingdom – United States of America

34.9%

Education


GERMANYSales & Services

Hans-Jürgen Bahde

High Growth Markets (NEMO/MENA)

Sales & ServicesRoland Richter

UK/IRE/SAFRSales & ServicesBuddie Ceronie

Sales Operations David Ruggiero

EMEA ChannelsPat Hume

EMEA Supply ChainDirk Jan Dekker

HRJeff Mandel

FinanceJoe Martucci

ITEdmundo Ruiz

ServicesLars-Ole Hansen

Prod Mgmt / R&DAndreas Von Meyer

zu Knonow

Legal CounselMichael Beck

D

D

DDDDDD

F DDual reporting into another function within EMEA Dual reporting into a corporate / US functional group

EMEA CareSteve Gill

D

EMEA Organization (Level 0)

Carlos Sartorius President, EMEA

WESales & ServicesHelmut Reisinger

Channel ManagementElena Kamenskaya

MarketingMorag Lucey

D

Strategic AccountsSimon Claringbold

D


Avaya EMEA Business Partner

Customer

Avaya Channel Account Manager

Avaya Back Office FunctionsOther BP Support Functions: Marketing, Channel Management,

Contract Management, Credit, Billing, Collections

Operations Support Structure

Avaya EMEA CSC Avaya Global Services

EMEA Customer Care Steve Gill

EMEA Supply ChainPete Little

Customer Master Data

Reporting and Technology

Customer Contact Center

Order/Materials Management (incl. Claims)

Warehouse/Fulfillment

EMEA ServicesLars-Ole Hansen

WarrantyReplacements

Repair

Advanced Parts

Replacement

Post-SalesTechnicalSupport

Remote Technical Services

Business Partner Support

& Applications Helpdesk


EMEA Customer CareSteve Gill

Reporting and TechnologyJim Murphy

Customer Advocacy & Six-Sigma

John Cleghorn

CICUwe Remy

Offer Management/Order Entry

Juergen Stiefvater

Offer Management/Order

Entry Petra Sanio

InboundHolger Kerst

Clearing/Offer DeskRobin Steinert

Customer Contact Center

Maxim Stebelev

UK/I/RSASally Gray

HGM Tatiana

Kharlamova-van Setten

WEEChris Anderson

BP Support Rémy Damond

BP SupportAlla van Bommel

Applications Help DeskStefano Pespane

Applications Help DeskPietro Grande

Sales Operations Center

Elmar Gasterich

UK/Pan EMEAKaren Saunders

D-FR-IT-ESWolfgang Vospohl

HGM,A,CHBarbara Grosse-Wichtrup

BeneluxBart Jan Bok


Rémy Damond

CoachSue Guns-Carnes

Data StewardAgnieszka Pisarek

Data StewardLuna Cardenas

Data StewardNikolina Vasilangos

Data StewardAisha de Valk

Data StewardTBH

EMEA Customer Care Org Chart


Steve GillDirector EMEA Customer Care

Sally GrayTeam Supervisor UK/I/SAF

Tatiana Kharlamova-van SettenTeam Supervisor HGM

Alla AlekseevaComptek, Verysell, UA, Azerbijan

Anna VeselovaCroc, OCS, KZ, Israel Indirect

Alla NazarbaevaMarvel, Dialog Delta, Atlantis, ACS,

NWG, IT, Rosnet, GR/CY, Malta

Ana SuchanovaAlon, Compulink, Avaya Direct,

Baltics, TR/CY

Chris AndersonTeam Supervisor WEE

Toni Lawrence

Nick Sharp

Lucile RouvierFR, CH, BE

TBDNetherlands Indirect

Jaimy FischerDE

Hadeel HasanOman, Kuwait, Jordan, Bahrain

Belgium Indirect, Benelux Direct & SMBS Netherlands

Alicia MartinezSpain Indirect & Direct

Beata MeerPL, DNS, Hungary direct,

Czech/Slovakia

Daniel Duglokecki

Philip LudersNordics, HU Indirect,

RO, BG, SLO , Israel Direct

Nadia TahtahUnited Arab of Emirate, Saudi Arabia

Egypt

Amel BouhlalFrance, Tunisia, Morocco

& Lebanon

Maksym Stebelev Manager EMEA Customer Contact Center

Kimberley Prior

Silvia PietrosantiItaly Indirect, Direct

Customer Contact Center Org Chart


Customer Contact Center (CCC)

Indirect Channel Business Partners’ single point of contact, including pre-order inquiries, receiving, validating and processing customer purchase orders, order status provisioning, claims acknowledgement

Converting of Sales Quote to Sales Order; providing a clean Sales Order to EMEA Supply Chain Order Management Logistics

General information support and customer service

Maintaining a positive Business Partner relationship

Providing closed loop communications


EMEA Customer Master Data

SAP Customer Master Data creation and maintenance for the EMEA Direct & Indirect Channels

PRM master data creation/maintenance for Tier 1 & Tier 2 Business Partners

Partner on-boarding support

ATAC identifier creation

Can be reached at [email protected] or by dialing the EMEA CSC ONE Number ( menu option )1


3 Main EMEA BP On-boarding PhasesStarting point for On-boarding activities

Alignment with the local country strategy

Recruitment Pack is provided to best propose Avaya and attract the partner

Mandatory information obtained to initiate smooth On-boarding Process

Engage

Process

Welcome

Internal Phase to set up the partner in Avaya systems

No partner involvement, except for contractual activities

Common effort of various Avaya teams

CAM informed about the progress

Final phase of partner becoming LIVE

Welcome Pack is provided and contains details about available Avaya programs and support

BP Welcome E-mail in local language with partner Account information

Welcome To Avaya face to face meeting with the BP to ensure clear hand over to the Operations TeamEMEA BP On-boarding Portal (for Avaya associates only)


Business Partner Support Team

EMEA Business Partner Support: Business Partner (BP) support, BP documentation, BP communications, BP satisfaction monitoring, VOC (Voice Of Customer)

EMEA Business Partner Helpdesk: Avaya applications support (PLAT/ASD/SAP/VPN/ARA/Avaya Direct Enterprise (ADI) Online Ordering Tool /ATAC Exchange Place) and Single Sign On (SSO) Login ID administration


Reporting and Technology Support

EMEA Reporting and Information Management: Quantitative analysis, Data communication, Indirect Channel Information Management, Cognos reporting

EMEA System Support: EMEA Operations systems Knowledge Center and support for SAP & Avaya Interaction Center, Order assurance


EMEA Supply Chain: Order/Materials Mgt Org Chart Pete Little

EMEA Supply Chain

Dirk Jan DekkerOrder/Materials

Management

Material ManagementHans Westra

Vendor ManagementUK / I

Katherine ThomasNorthern Europe + SAORichard v Willigenburg

High Growth MarketsDeniz Arslan

Southern EuropeJaime Bouza

Product supportGuy van Vianen

Office ManagerKitty Reijgersberg

Order Management +Claims

OMSRoberto Somma

Paul Drury

OMSBeyhan Abaci

In country

OMSAirin Ambli

In country

OMS (+SMBS)Rosa Maria Diaz Ruiz

In country

HungaryB. Hajdu

Austria TeamC. Akrap

PolandJ. Prochnicka

Benelux Team

Czech R.R. Hladka

B. Alexander

RussiaD. Athrashenko

N. Tsyba

GermanyL. Kaesmacher

Italy Team

France TeamC. Papillon

Iberia Team

Switzerland TeamD. Vallini

Rest of EMEARoxane Leclercq

HGM Paul Cotter

Material PlanningACM/IP Office

Richard Overweel

Material PlanningIntegral 5/55Miko Jasic

Daniel Leibman

Lorraine Tjon a Tham

ITC Logistics Team

Spectel Team


Order Management +Claims

Roxane LeclercqUK/I& SA + Southern + Northern Europe

Paul CotterHGM

Marcy Barros

Sabina Safadi

Ricardo Jose Candido Guerreiro

Zsuzsana Siegl

Seema Vijayan

Alexander Bogatjov

Alena Wajs-Hielema

Rosa Gonzalez Vinas

Michelle Roeleveld

Ghada Moussallem

Paolo Scoffone

Karolina Troup

Seyle Thorlu BanguraSamuel Chukwudubem Menkiti

Zsuzsanna Sari

Rouzouna Said

Steven Tanguy

Michel Tamboer

EMEA Order Mgt & Claims Org Chart


EMEA Supply Chain: Warehouse/Fulfillment Org Chart

Supply ChainPete Little

EMEA LogisticsMichael Storch

CentralWarehousecoordination

W. Wild

Inventory Control

Paul Lodge

Repair & Reverse Logistics

Wim van Eyken

3rd Party LogisticsCarroll Weber

Claim Order HandlingAvaya GmbHK. Bühmann

LogisticsOptimizationC. Papillon /

F. Geschwinde

Quality and Security & Bus. Cont

H. Moder

Repair &Service

AGS supportR. David

Disposals & WEEE reports

M. DeweK. Mann

3PL performance& cost ControlDawn Swain

3PL process development

R. Bicherl

Customs SupportB. Weiler

Assistant EMEA Logistics

Pia Wagner

Repair & small Confiugration

J. Winter

Enterprise ConfigurationKlaus Damm

Avaya Associate

p


Order Management & Claims Team

Scheduling of orders

Order management

Picking of Sales Orders

Shipping of Sales orders

Providing order status to Customer Contact Center team via date management in SAP

Validating claims as submitted by customers to the Care organization

Processing orders on SAP and creating return orders for customers

Monitoring returns process and credit of returned goods where appropriate


Material Management

Core MRP activities, reviewing MRP output, executing purchase orders based on system output

Maintaining purchase order dates in SAP, follow up with vendors

BTO PO management

Interaction with Goods Receipt team of Distribution Center

Product support


EMEA ServicesWarranty Replacement: Free of charge replacement or repair of product under Avaya warranty (ECG only)

Repair: Same unit or like unit out of warranty chargeable repair service for all Avaya products (after-installation)

Advance Part Replacement: Advanced part replacement of product for delivery from 4 hours to next working day, in support of service agreement

Post-Sales Technical Support: Advanced post-sales technical support, interface with R&D, consultants & remote field engineers support, system alarm management and advance part replacement for Business Partners with Partner Support Services agreement

Remote Technical Services: Product registration, alarm provisioning, RTU (Right To Use) activation support, RFA (Remote Feature Activation) call receipt and web ticketing support


EMEA CSC Functions and Leadership Team

Maksym Stebelev

Steve Gill

EMEA Business Services/Care Steve Gill


Reporting andTechnology

(internal ERP system support)

Customer Interaction

Group



Jim Murphy Rémy Damond

EMEA Supply Chain Pete Little



Other Support Functions

Credit Mgt ContractMgt

Billing CollectionsIT


EMEA CSC Functions and Leadership Team EMEA Business Services/Care

Steve Gill EMEA Supply Chain

Pete Little


Reporting and Technology



GroupOrder/Materials Management (incl. Claims)

Warehouse/ Fulfillment






Dirk Jan Dekker

Guy van VianenLorraine Tjon A ThamHans Westra


EMEA CSC Functions and Leadership Team EMEA Business Services/Care

Steve Gill


Reporting andTechnology



Group



Selcuk GulhanMadhu Dhandhania

EMEA Supply Chain Pete Little






Marcel WinkelJeroen Kiers


EMEA Business Partner

UK/IRE/SAFR

WE

GERMANY

Customer Interaction Group Support Functions

Your Customer Support Associate



Reverse Logistics Specialist

Contract Management Specialist

Customer Master DataSpecialist

Credit& Collections Specialists

Supply Chain Mgt Specialist

Business PartnerHelpdesk Specialist

Supporting Contracts



EMEA Operating Model

Main Contact

Main Contact

Main Contact

High Growth Markets (HGM)



Main Contact



EMEA CSC Key Design Features

Integrated processes

Centralized / dedicated customer care point of contact (incl. EMEA CSC ONE Number)

Issue tracking

Access through multiple access methods

Avaya by Example site


[email protected]

EMEA CSC Customer Interaction Group E-mail


CSC ONE Number

Your Local Phone:

Your International Phone:

EMEA CSC Contact Numbers


EMEA CSC ONE Number (phone)Choose one of the following menu options:

Order Management & Order Related Inquires

Claims, Repairs & Advanced Parts Replacement

Repair Requests & Inquires

Advance Parts Replacement Under a Service Agreement

Claims Requests & Inquires

for Post-Sales Technical Support & Services

for Post Sales Technical Support

for Right To Use and Remote Feature Activation Support

EMEA Business Partner Helpdesk

Avaya Applications Support (including ASD/PLAT/ARA & VPNet)

BusinessPartner Program Helpdesk

if you wish to hear the options again

1

1

2

2

3

1

3

4

1

2

32

0


Department E-mail Day Time (CET)

EMEA Order Management & Customer Service:Customer Interaction Group [email protected] 8:30 AM – 6 PM (EMEA)

9:30 AM – 7 PM (UK/I/SA )

EMEA Reverse Logistics & Repair:Reverse Logistics Team (Claims) [email protected]

Repair & Return Center (Repairs) ECG [email protected] SMBS [email protected]

EMEA Support Functions: Customer Master Data [email protected] Monday – Friday 9 AM – 6 PM

Credit Management [email protected] BP Applications Helpdesk [email protected]

(ASD, PLAT, ARA/VPN, (ADI) Online Ordering Tool & ATAC ExhangePlace)

Business Partner Workshops [email protected] Sales Out Reporting (SOR) [email protected]

Business Partner Program [email protected]

EMEA Post-Sales Technical Support and Services:Remote Technical Services (RTS) [email protected]

(RTU Activation, RFA) Saturday – Sunday as requested

Remote Technical Services (RTS) [email protected] Monday – Friday 7 AM – 7 PM (local) (Post-Sales Technical Support, 7 days a week 24 hours a day APR, Partner Support Services)

Contact Details


Required IDs & Passwords ChecklistGeneric BP Information:

– Customer ID Code is necessary for written/fax communications (a unique 8-digit SAP Sold-To Party code assigned to your company, starting with a “5” i.e. 50002311)

– Link ID is necessary for registration to SSO ID as a Business Partner– Single Sign On (SSO) ID is necessary for accessing number of applications: EMEA

Business Partner (BP) Portal, ATAC ExchangePlace, Remote Feature Activation (RFA) Tool, Web Ticketing System, Customer Self Service Tool, BP facing PRM, License Creation File for IP Office, Avaya Business Advisor and Siebel tools

– Avaya Learning Center (Avaya University) Logon ID & Password is necessary for obtaining information on training & certification

Order Management Functions:– VPN/ARA Login & Password is necessary for Virtual Private Network (VPN) and

Avaya Remote Access (ARA) connections (same Login as for ASD/PLAT but Passwords are different)

– ASD/PLAT User ID & Password is necessary for ordering via ASD Configurator and obtaining prices via Price List Administration Tool (PLAT)

– Enterprise (ADI) Online Ordering Tool Username & Password is necessary for online ordering (separate for ECG and SMBS products)

Services & Support:– Service Registration Tool ID & Password is necessary for registering Partner Support

Services per Site offer (end customer installations that are to be covered by post-sales technical support)


EMEA BusinessPartner Portalhttp://partner.avaya.com


Avaya Universitywww.avaya-learning.comwww.avaya-learning.com


EMEA BusinessPartner (BP) Program Components

» Revenue Based» Points received for planning and forecasting

» Great business requires great marketing» Points received for a marketing plan

» Free Customer Satisfaction Surveys» Points received for every 5 customer surveys completed

» Cornerstone to convergence excellence» Points received for different Professional Certification

Levels

» Core component – must have at least one PA to be Certified

BusinessEngagement

MarketingSupport

CustomerService

ProfessionalCertification

ProductAuthorization

Certification is measured across 5 categories, requirements vary for each partner


Two Segments – ONE Program

SMB

Focus MultiVantage, Contact Center and Messaging

Focus IP Office and i5

Enterprise


Programme Framework and RequirementsT

hre

e L

ev

els

Specializations

Avaya Enterprise Partner EMEA

Avaya SMB Partner UK

Avaya SMB Partner EMEA (Excl. UK)

Platinum 3,000 Points 3,000 Points 3,000 Points

Gold 2,000 Points 2,000 Points 2,000 Points

Silver 1,000 Points 1,000 Points 1,000 Points

Authorised 1 x Enterprise PA 1 x SMB PA 1 x SMB PA


Avaya Certification Calculator

Interactive and flexible tool: you chose your path to Certification

Helps identify strengths and areas for development

Entire program on one simple page

Easyy to follow scheme: 1000=Silver 2000=Gold 3000=Platinum

Supports ALL Avaya partners and available via the BP Portal


BusinessPartner Program HelpdeskSupport for Business Partners and Avaya associates

Contact via telephone, email and fax – General inquiries and escalations– Execute Certification Processes– Managing Certification status– Reporting on BP network– Data management for benefits delivery

Response within agreed service levels (80% same day)

BP Program infrastructure design/provision– Certification Calculator - design/build/maintain– Dashboard II including PRM alignment– Revenue reporting & AMF revenue standardisation

Field engagement & training

Can be reached at [email protected] or by dialing the EMEA CSC ONE Number (menu option , then ) or by fax +44 (0) 1189 121 201

4 2


EMEA BusinessPartner Guidebook

Fully web-enabled guide of how to engage Avaya EMEA CSC and overview of services offered

Quick insight to important operational policies and procedures

Contains relevant downloadable EMEA CSC forms that are used in day-to-day operations

Enclosure to your Contractual Agreement

Available on the EMEA BP Portal, section Manage my Avaya Relationship/BusinessPartner Programs/ EMEA BusinessPartner Guidebook (https://enterpriseportal.avaya.com/ptlWeb/bp/spCP/CS200652513445781086) with the possibility of printing in a user-friendly format (upper right corner of the main page)


Avaya Customer Satisfaction ProgramAvaya Global BusinessPartner Survey:

– Sample/Target Audience• Scope: EMEA Business Partners (sample from PRM Database)

• Audience: Decision Maker and Operational Contacts

• Sample Medium: email link to online web-based survey

• Survey Period: Ongoing tracking study—monthly data collection, quarterly analysis

– Key Content• Key Avaya Performance Areas

– Each Performance Area is measured by related sub-attributes

– Sub-attributes measure direct customer interactions with Avaya

• Key Measurements

– 10-Point Scale, 1 = completely dissatisfied, 10 = completed satisfied

– Linked to Business Processes and future BP Scorecards: Survey validated via Internal and External qualitative interviews

– Measures Avaya Performance

– Survey Questionnaire: • In 6 European languages for EMEA region: English, French, German, Italian, Russian and Spanish

Avaya Direct Channel Survey (Customer/End User Survey)


Closed-Looped BP Satisfaction Process

Listen

MeasureAnalyze

Improve

1. Listen

BPs and internal stakeholders interviewed to validate drivers of Avaya experience and satisfaction

2. Measure

Collect feedback from BPs on specific operational metrics and perceptions of the entire Avaya experience

3. Analyze

Identify top priorities for business and process improvements

4. Improve

Use BP satisfaction data to drive business improvements using three approaches:• Work major Avaya initiatives through Avaya Six Sigma teams• Work organizational Avaya initiatives with specific EMEA Process and Business Improvement Teams


Customer Satisfaction Score TargetBased on industry standards performance scores should be at or above 8.0 when the value proposition is relatively high and Avaya will be in the profitable High Return Zone

Dissatisfied Delighted

Low

High

1 4 8 10

Customer Satisfaction

Customer Loyalty

Source: GCVM

High Return Zone $$$

Probability of Multiple Suppliers

Retention

Avaya’s objective:To receive Customer

Satisfaction scores at or above 8.0.

7Merely satisfied

5


Post-Sales Technical Support, PSS, APR

Order Management & Fulfilment

Claims, Repairs & Warranty Replacements

BusinessPartner Program Helpdesk

Pricing Support

Credit Management

Contract Management& Administration

BusinessPartner Helpdesk:

Applications Support

EMEA CSC Support Functions

Customer Care


Billing & Collections

Pre-Sales Technical Support

Avaya

in

EMEA

© 2005 Avaya Inc. All rights reserved.

Back Up SlidesBack Up Slides

EMEA Customer Support Center


Most Common AbbreviationsADI – Avaya Direct International AEP – ATAC ExchangePlaceAPR - Advance Parts Replacement ARA – Avaya Remote AccessASD – Avaya Solution Designer ATAC – Avaya Technology And Consulting AU – Avaya UniversityAWB – Air Way Bill BP – Business PartnerBS – Business ServicesBTO – Built To OrderCEE Central Eastern EuropeCFG – Configured ItemsCIC – Customer Interaction CenterCIF – Cost, Insurance and FreightCIG – Customer Interaction Group CIP – Carriage and Insurance Paid CIS – Commonwealth of Independent States CMD – Customer Master DataCMR – Customer Manifest of Road CSA – Customer Support AssociateCSC – Customer Support CenterCSD – Communications Solutions DivisionCTDI Nethouse Services – Avaya Repair Vendor for ECG products DACH – Germany, Austria, SwitzerlandDDP – Delivered Duty PaidDDU – Delivered Duty Unpaid

DOA – Dead On Arrival ECG – Enterprise Communications GroupEMEA – Europe Middle East AfricaEPP - Extended Payment Plan ERP – Enterprise Resource ProgrammingEU – European Union EXW – Ex WorksFCA – Free CarrierHGM – High Growth MarketsHR – Human Resources INCOTERMS – International Commercial Terms of DeliveryIT – Information TechnologyK&N – Kuehne & Nagel (freight forwarder)MENA – Middle East, North Africa MRP – Material Resource PlanningNEMO – Northern Europe, Mediterranean and OtherPLAT – Price List Administration ToolPO – Purchase OrderPP – Piece PartPRM – Partner Relationship ManagementPSS – Partner Support Services R&D – Research & DevelopmentRFA – Remote Feature Activation RLT – Reverse Logistics TeamRMA – Return Material Authorization

RTS – Remote Technical ServicesRTU – Right To Use SAP – Systems Applications ProcessesSEE – South Eastern Europe SFS – Same For Same repair SI – System Integrator SMBS – Small Medium Business Services SME – Subject Matter ExpertSO – Sales OrderSOC – Sales Operations Center SOR – Sales Out Reporting SOX – Sarbanes & Oxley SP – System ProviderSSO – Single Sing OnUDPL – User-Defined Price ListUK/IRE/SAR- UK, Ireland, South Africa VAD – Value Added Distributor VAR- Value Added ResellerVAT – Value Added Tax VOC – Voice Of CustomerVCP – Value in Channel PartnershipVPN – Virtual Private NetworkWE – Western Europe WEDE – Western Europe, German Speaking Countries3PL – Third Party Logistics


Useful Avaya WebsitesBusinessPartner Portal (https://enterpriseportal.avaya.com/ptlWeb/bp/spCP/CS2006328141630874063)

Content: BP Program, marketing campaigns, tools, product info, downloadable documentation Access: You must be a registered BusinessPartner to access the BP Portal. Log onto the site,

click into ‘BusinessPartner Program’ and you will be prompted to enter login details. Click to Register and complete the form ensuring that you enter:

– Your company as a BusinessPartner NOT Customer– You enter your company Link ID (available from the Helpdesk)

When you complete this process, you will be told that you have successfully signed up to SSO (Single Sign On). You now need to request access to the BusinessPartner Portal: Log onto and follow the link to ‘My Profile’

Avaya University (http://avaya-learning.com)

Content: Training information, including costs, where you can take exams, online assessments, and registration for training and exams

Access: You must be a registered BusinessPartner to access the full range of training information. You can then register on the site for user details. Important:

– If you log on and cannot see the ‘Product Authorisation’ section once you have followed the ‘Start Here‘ link, you are registered as a Customer, not a BusinessPartner. Contact the BP Helpdesk to resolve.

– If you try to register and you have previously accessed the site through another company, you will need to move your details to your new company. Register with your new email address and log in details, then call the AU Helpline on +44 (0)1483 309921, Option 6 and they will move your records

SMBS EMEA Marketing Website (https://enterpriseportal.avaya.com/ptlWeb/smbs/)

Content: Marketing resources, incl. demos, tutorials, localized brochures, access to newsletters Access: You just have to register, and wait to receive your login (email) and password


Documents

© 2005 Avaya Inc. All rights reserved. EMEA Business Partner Workshop Module I: EMEA CSC General Overview EMEA Customer Support Center