Transforming Clients’Post Sales Support Experience

Support-Engineering Workgroup

June 8, 2009

2

Executive Summary

• Client post sales support experience (across product, tech support and web) is a major contributor to low NPS scores

• Joint SAMG-Support working team investigations and 3rd party data demonstrate Symantec is materially behind both McAfee and EMC in support experience

• Risk to both top line growth—due to poor customer experience—and bottom line sustainability of maintenance revenue—due to poor value delivery

• Team is proposing future state architecture for support services which delivers self-help and telemetrics capabilities, best-in-class experience, and unified front- and back-end architecture

• Need alignment and commitment across EPG and Support in pursuing go-forward plans with Commerce Lifecycle and ITIB processes

Agenda

3

Current State / Impact Assessment1

Background Data4

Desired State2

Next Steps3

4

NetPromoter GapsPost Sales Experience Needs Help

Support Availability

Support Value

Support Speed of Resolution

Overall Tech Support

Web Support

Support Effective Solution

Licensing Maintaining Records

Support Technical Competence

Licensing Simplicity and Timeliness

Product Educ Value

Produce Educ Overall Effectiveness

Overall Training

Performance of Security Products

Deliver as Promised

Support Status Notification

Overall Post-Sales Assistance

Reliability of Security Products

0.0 0.5 1.0 1.5 2.0 2.5 3.0

Largest NetPromoter Gap ScoresEnterprise Product Group, March 2009

Note: Gaps represent the difference in scores between importance of attributes and our performance in these areas. These are the largest gaps from all questions on the survey. The threshold/goal is to have gaps BELOW 0.8.

0.8

Threshold or Goal < 0.8

Gaps > 0.8 indicate areas of greatest mismatch between customer expectations and Symantec performance

Good Bad

5

Industry BenchmarkTop Performers in Customer Sat

• Top 5 performers

– Adobe, HP, IBM, McAfee, Microsoft• 12 vendors studied, includes BEA, CA,

EMC, Oracle, SAP, Sybase, Symantec• Vendors outside top 5 had extremely

negative responses for at least 2 questions; top 5 vendors had no extremely negative responses

• Symantec had negative responses

– Online support services

– Telephone support services

– Remote support services

Source: “Customer Satisfaction Trends and Top Industry Performers,” IDC 2008

0 20 40 60 80 100

Remote support services

On-line support services

Telephone supportservices

On-site support services

Upgrades/updates/patches

1 - Not at all satisfied 2 3 4 5 - Very Satisfied

Symantec Support Satisfaction

6

Competitive BenchmarkingSupport Experience

McAfee EMC

Knowledge Management

Backend

Front End

Middle Tier

Unknown

Solid, new InQuira customer

Unknown

Yes, strongnew InQuira customer

My License Service in ServicePortal

xxx

Unknown

Global CRM for case handling, but uncertain

scope

Solid,easy navigation

Grab Utilities, HEAT

Strong KM, effective search

Doc Library, License Mgmt, Downloads &

Patches, Tools

eService Support Tools, array troubleshooting

Unknown

McAfee ServicePortal EMC Powerlink portal

In-Product

xxControlCenter (ECC) – arrays, switches, hosts

Support Portal

Guided Search

Configuration DB, RCA

Intuitive Navigation

PersonalizedDashboard

IntegratedContent

Proactive, Preventative Tools

Extensible Tools/Value Added Serv.

EnvironmentalDiagnostic

xxEMC Secure Remote Support Gateway for

remote monitoring

Telemetrics, Cloud Connect

Symantec EPG

Not today

Navigation difficult,Doc Central successful

Marginal today, limited examples

Suboptimal todayInQuira rollout will

improve

Limited, disparate content

Disparate tools

Not today

Limited, VOM HC, SFW Config Checker, SAE for

SEP

Live Update, SEP Support Tool, VOM

MySupport portal limited

Note: HEAT = Host Environment Analysis Tool, RCA = Root Cause Analysis

Oracle

WebIV internal portal

Best got better, My Oracle Support launch in Oct

Relies on former Software Configuration Mgr (SCM)

Personalized KM, guided search

Software Configuration Mgr (SCM) and MetaLink

Proactive health checks, personalized config info

Unknown

My Oracle SupportPowerView dashboard

STATSPACK, Oracle Enterprise Manager (OEM), Automatic Workload

Repository (AWR)

OEM Remedy Connector; Workflow Manager

Opportunity AssessmentEvolution of Support Critical

“If support is to mature as a discipline…, the function must move beyond its ingrained break/fix mentality, embrace prevention-based methodologies and act in a more-proactive manner to enhance the customer experience and increase the value they derive from using the supported products or services.”

- Gartner

“The ‘art of anticipation’ will become the standard against which all support services are compared. The ability of a support team to second-guess the needs of individual customers and have appropriate remedial and preventive measures in place ahead of time will become critical.”

- Gartner

“Incorporating robust proactive and preventive support capabilities will be a priority for most support services providers in 2009 and beyond.”

- IDC

7

Source: Gartner, “Dataquest Insight: Product Support, the Next Generation”IDC,“The Evolution of Software Support Services: The Death of Break-Fix”

$2B Maintenance Annuity Revenue Demands a Strategic Approach to the Support Experience

Agenda

8

Desired State2

Background Data4

Current State / Impact Assessment1

Next Steps3

9

Guiding Principles for Desired State

• Proactive and preventative support tools and utilities• Ability to discover defects/issues/risks and troubleshoot or “phone

home” before causing downtime or initiating support cases

Self Help and Telemetrics Capabilities

• Customers desire consistent, seamless experience across web, products, support, licensing

• Integrated architecture and data to support customer desire

Consistent, Seamless Experience

• Minimize duplicative work, yet…• Maintain customer/market segmentation: data center, mid-market, SMB• Preserve product group agility in delivering product-specific tools

Unify Disparate Tools (judiciously)

• Need upfront agreement on future architecture (end state vision) to guide execution plans

Clear Future State Architecture

Key Goals Specific Attributes

• Rapid time-to-value (TTV) for customers• Product release cycles long and new release adoption slow in enterprise

Web-Based Delivery

2

1

3

4

5

Desired State

10

EvidenceServers

RCA

Customizable Portal

- Profile-based login- All customer info integrated- Auto entitlement- Service level- Licensing tools/portal

- Customized search- Environment configuration

data

Public Support Page

Anonymous

ConfigurationDB

KB Content Repository

TSE

TSEInternal Portal

Middle TierOperations Services

BackendFront End

Support and IT Infrastructure(GSX and IT)

Engineering

Corporate Infrastructure(CX)

ECLHealth Check

VIAS Doc Central Patch Cent

DR Rollback Benchmark Assurance Analysis

Self-Diagnostic

Fee-based Services (BCS)

Micro-Sites

“Horatio”

Upgrade Portal

KB / Search

Offering Offering Offering

Consulting Services

En

titl

em

en

t G

ate

wa

y

Symantec Connect

RC

A s

earc

hes

KM

Partner Services

Offering

Release Toolkits

InQuira

Offering Offering

- Root Cause Analysis (RCA)

- Known issues- CRM- KB

In-Product

Engineering

Known User

- Supportability tools

- Troubleshooting, diagnostic tools

- Telemetrics, phone home abilities

- Standard experience (install/upgrade)

5 2 3 4

1

Case MgmtSystem

11

Desired StateKnowledge Management via InQuira

• Customer Experience Management– Information Center

• Information portal for eSupport web sites and call centers• Works off of the Search and Information Manager

configuration

– Customer Intents• Intent driven customer experiences are designed to include

the right mix of content experiences

• Customer Experience & Search Analytics– UI complete picture of interaction across content experiences

– Information Manager content use & workflow reporting

– Discussion forms use

• Information Manager– Contact center content capture from CRM workflows

• Authoring, user licensing, task management, publishing workflow, customer feedback, content usability

– Intelligent Workflow can manage content change across content experiences

• Intelligent Search– Unique capabilities for understanding specific customer

requests• Intents, facets, business rules, managed answers, process

wizards

– Content Indexers - acquires, processes, and indexes new and existing content

• Discussion Forums– Integrated with search, knowledge management, and analytics

11

WebsiteCMS

Language Comprehension Software

Information Manager

Docs /PDFs

FAQSystem

Know-LedgeBase

Forums

Customer Experience Management

Customer Experience Analytics

Intelligent Search

Content Repository

information Management Workflow

InQuira Platform

Home page

Note: Implementation in progress for FY10

1

12

Desired StateWeb Portal

Collective intelligence delivered through

one streamlined portalCustomer Centered

Default content and layout tailored to the needs of the User

Roles• Executive• System Administrator• Database

Administrator• IT Administrator

CompleteProvides

customers “total” visibility

User Data• Entitlement• Contract Info• Open cases and

status• Operations Services

Customizable No two users are alike

Allow End Users to• Add or delete content• Edit profile info• Create dashboards• Obtain targeted and

specific information

Web Portal is: • Role based• Easy to navigate• Linked to systems and services

2

13

Collaborative

Robust and scalable backend infrastructure• Enables next gen TSE

productivity tools

• Built-in automation and collaboration with KM Systems

• Common infrastructure to enable the delivery of next generation services

• Provides data to the backend infrastructure

EvidenceServers

RCA

ConfigurationDB

InQuira

Backend

RC

A s

earc

h K

M

Middle TierOperations Services

ECLHealth Check

VIAS Doc Central Patch Cent

DR Rollback Benchmark Assurance Analysis

Self-Diagnostic

Fee-based Services (BCS)

Offering Offering Offering

Consulting Services

Partner Services Offering Offering

Micro-Sites

“Horatio”

Upgrade Portal

KB / Search

Symantec Connect

Release Toolkits

InQuira

Desired StateMiddle-Tier and Backend

3 4

Case MgmtSystem

Desired StateIn-Product Tools

14

Data Center Enterprise Endpoint

• Monitor• Report• Health Check• Patch Data• 000s of Servers

• LiveUpdate• Tutorials• Embedded Chat• 000s of Endpoints

5

SymantecCloud

SMB/Consumer

Management Server

SymantecCloud

SymantecCloud

Management Server

Symantec Protection Console (SPC)

Operations ManagerConsole

• LiveUpdate• Tutorials• Embedded Chat• Norton Premium

Services• One-to-One

Connection

Agenda

15

Next Steps3

Background Data4

Desired State2

Current State / Impact Assessment1

16

Open Issues and Key Challenges

• Alignment, execution, and ownership on proactive/preventative Operations Services strategy across EPG

• Alignment, execution, and ownership on comprehensive customer web portal strategy which fully integrates with Support future state experience across company

• Alignment and execution on extending Operations Services to value-added services (BCS, Consulting)

• Alignment, execution, and ownership on building backend infrastructure which supports Support future state experience

17

Next Steps

• Execute alignment task within EPG– “No regrets” alignment/convergence

– “Separate lane” initiatives

• Assemble program team to spearhead – Detailed proposal for Commerce Lifecycle and ITIB process

– Project management of alignment work items within EPG

© 2007 Symantec Corporation. All rights reserved.  THIS DOCUMENT IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY AND IS NOT INTENDED AS ADVERTISING. ALL WARRANTIES RELATING TO THE INFORMATION IN THIS DOCUMENT, EITHER EXPRESS OR IMPLIED, ARE DISCLAIMED TO THE MAXIMUM EXTENT ALLOWED BY LAW. THE INFORMATION IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE.

Thank You!

18

© 2007 Symantec Corporation. All rights reserved.  THIS DOCUMENT IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY AND IS NOT INTENDED AS ADVERTISING. ALL WARRANTIES RELATING TO THE INFORMATION IN THIS DOCUMENT, EITHER EXPRESS OR IMPLIED, ARE DISCLAIMED TO THE MAXIMUM EXTENT ALLOWED BY LAW. THE INFORMATION IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE.

Thank You!

© 2007 Symantec Corporation. All rights reserved.  THIS DOCUMENT IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY AND IS NOT INTENDED AS ADVERTISING. ALL WARRANTIES RELATING TO THE INFORMATION IN THIS DOCUMENT, EITHER EXPRESS OR IMPLIED, ARE DISCLAIMED TO THE MAXIMUM EXTENT ALLOWED BY LAW. THE INFORMATION IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE.

Thank You!

Agenda

19

Background Data4

Current State / Impact Assessment1

Desired State2

Next Steps3

20

Success Metrics

Metric Specifics FY10 Goal

3 4 5

NPS • Net Promoter across EPG 10 point increase

15 point increase

20 point increase

CSAT 3 pointincrease

5 pointincrease

10 pointincrease

Case Volume (new cases per quarter)

• Install/upgrade cases

• Configuration cases

• How To and product doc cases

• Licensing cases to Customer Care

10% reduction 20% reduction 30% reduction

Case Backlog • Average daily total backlog across EPG 10% reduction 15% reduction 20% reduction

Cost per Case 5% reduction 7% reduction 10% reduction

Case Resolution Efficiency• Time to Soln Delivery (TTSD)• Touch Points per Case

10% reduction 20% reduction 30% reduction

Customer Adoption• Users per Month• Page Views per Month

• Adoption of web-based, self-help tools

• IAS, Patch, Health Check, Error Code Lookup

1,000 users & 3,000 page views per

mo. in 6 mo.

1,250 users & 3,500 page views per

mo. in 6 mo.

1,5S00 users & 4,000 page views per

mo. in 6 mo.

Call Avoidance/Deflection• Positive Responses to Problem

Resolution per Month

• “Did this information, tool, service resolve your issue?”

• Available after InQuira implementation

500 calls per mo. 700 calls per mo. 1,000 calls per mo.

21

Current StateNetPromoter Gaps, March 2008

Support Availability

Support Value

Support Speed of Resolution

Overall Tech Support

Web Support

Support Effective Solution

Licensing Maintaining Records

Support Technical Competence

Licensing Simplicity and Timeliness

Product Educ Value

Produce Educ Overall Effectiveness

Overall Training

Performance of Security Products

Deliver as Promised

Support Status Notification

Overall Post-Sales Assistance

Reliability of Security Products

0.0 0.5 1.0 1.5 2.0 2.5 3.0

Largest NetPromoter Gap ScoresEnterprise Product Group, March 2008

Note: Gaps represent the difference in scores between importance of attributes and our performance in these areas. These are the largest gaps from all questions on the survey. The threshold/goal is to have gaps BELOW 0.8.

0.8

Threshold or Goal < 0.8

Gaps > 0.8 indicate areas of greatest mismatch between customer expectations and Symantec performance

Good Bad

22

Current StateProactive Services Drives NPS Swing

NPS Increase Driven by Launch of Proactive, Preventative Services

Doc Central

VIAS 1.0 GA

VOS 1.0 beta

VIAS 1.0 beta

Note: VOS 1.0 beta includes Patch Central (PC), Health Check (HC), Error Code Lookup Services (ECLS), and Inventory Management Service (VIMS)

Current StateSelf-Help Will Prevent Calls!

23

Titan Case Resolution Codes, FY09 Q4Total = 164,369 Enterprise cases

Assumed addressable: Configuration, How-To, Setup, Tuning, Defect, Other

Assumed not addressable: Customer Unresponsive, Non-Symantec, Administrative, Enhancement, Customer Care

• As many as 85% of cases can be targeted with supportability tools

• Automated install and upgrade tools

• Best practice configuration health checks

• Diagnostic tools

• Deliver known issues via Patch management

• Current model is to throw more bodies at the problem –unsustainable and expensiveNBU EV BE SAMG Endpoint

Security

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Configuration

Usage/How-To

Setup

Tuning

Defect

Other

Customer Unresponsive

Non-Symantec

Administrative

Enhancement

Customer Care

Proactive

24

Current StateTools Inventory, Alignment Needed

SEP Support Tool

Software rollout (in-product)

SEP Support Tool

SEP Support Tool

SEP Support Tool

LiveUpdate

Horatio

Install feedback / tracking to Symc

Pre-Flight Check

CED to KB and Flash tutorials

Pre-Install Checker

RAWSBulkUpdate tool

VxGather

BEDiag

SGMON

Tracer.exe

UMI

B2DTest

LiveUpdate

UMI links

Color-coded XML install log w/ UMI

UMI links to upgrade info

In-product links to videos

Base install OS/space check

LiveUpdate

NBSU (system/config info)

Status code table (KB only)

nbsu Support Tool (in product)

LiveUpdate (future)

Appcritical (internal)

Ltd. Configuration wizards

Consistency checker (req. TSE analysis)

NBU upgrade portal

Install / Upgrade

How To

Patch Management

Log Gathering / Analysis

Root Cause Analysis

Diagnostics

Auto Updates

SEP BE NBU

Deployment Scanner

Jiggle (Internal)

Jiggle (Internal)

EVSVR

Permission Browser

EV Tech Center

EV

VIAS

Patch Central

VxExplorer

RCAT

ECLS

Health Check

First Look

Doc Central

SAMG

Config Checker

Data CenterEnterprise Endpoint

25

Current State Customer Experience Lifecycle

Product Procurement

Planning & Preparation

Key Takeaways:– Tools and services are needed throughout the lifecycle– Holistic approach across all products improves

experience to Customers– Existing tools are a disparate set– Opportunities exist to eliminate redundancy and close

the gaps

Install & Configure

Operate & Support

Optimize

Licensing Compliance

Pre-Install Checker

Configuration Checker

Pre-Install Checker

Upgrade Tools

Migration Tools

Best Practices Advisor

License Inventory

Optimization Tool

Best Practices Advisor

Patch Management

Error Code Lookup

Performance Tuning

BCS Health Checker

Troubleshooting Tools

System Audits

PS State Check

= Fee-based Services

= Disparate tools exist

= Not available yet

Key

RCA Tool

Wind-down / upgrade

TCO Model

Solution Design

Energy Assessment

Lifecycle of services events

Current Customer Experience is poorNeed it fixed

Expand and accelerate these first

LicensingTools

26

Support-Product Work Group

Support Team Title

Manos Menayas VP, Technical Support

Aneel Jaeel Sr. Director, GDSS

Brad Smith Sr. Director, Technical Support

Bob Leader Sr. Director, SAMG Technical Support

Shawn Ray Sr. Manager, SAMG Supportability and Release Readiness

Susan Gillespie Sr. Manager, Supportability and Release Readiness Strategic Coordinator

Product Team Title

Rob Soderbery SVP, Storage and Availability Management Group

Don Angspatt Sr. Director, SAMG Product Assurance Engineering

Scott Kaiser Director, Engineering

Aaron Aubrecht Sr. Director, Product Management

Consulted Title

John Belanger Director, User Experience