Neal Hatton Director, Global Customer Support

Calendar Year 2018 YTD

AVEVA Americas Support Operations

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

AVEVA Support – Americas Support Operations

Coverage

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

Hubs located in:▲ Lake Forest, California

▲ Andover, Massachusetts

▲ Chicago, Illinois

▲ Austin, Texas

▲ Houston, Texas

▲ Sao Paulo, Brazil

▲ Monterrey, Mexico

▲ Calgary, Alberta, Canada

▲ Burlington, Ontario, Canada

EmailWeb

Chat

VoiceMobile App

Americas Regional Virtual

Call Center

Regional Support Engineers, Technical Account Managers (TAMs), and Customer Support Analysts

Winter 2018

AVEVA Support – Americas Support Operations

• Regional Support Engineers• Solution Support Engineers• Technical Account Managers

(TAMs)• Customer Success Managers

(CSMs)

Types of Roles

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

200+ people covering the AVEVA Portfolio

High level workflow: Customer ExperienceEnd-to-End Inquiry Handling for All AVEVA Software Offerings

© 2018 AVEVA Solutions Limited and its subsidiaries. All rights reserved.

Dev Teams

Product Teams

Cloud DevOps Team

Monitor, investigate, fix

GCS RegionalSupport Teams:

Log, triage, categorise, prioritiseResolve or Escalate

Customer

- End user- Partner/SI- Delivery Team

GCS Web

Digital Exchange

AVEVA Connect

GCS Regional Call Centers

Official Inquiry Entry Points

PartnersSupport Partners Support

TeamsLog, triage, categorise, prioritiseResolve or Escalate

Digital Exchange Team

Assist, advise, sell, re-direct

Product Support & Access Issues

Pre-Sales Inquiries(Leads)

Pre-Sales Inquiries & Offering On-Boarding

Inquiries

Product Support & Access Issues

(Indirect Channel)

Re-DirectProduct Support & Access Issues

R&D

Cloud Platform &Product Escalations to R&D

Transfer /

Re-DirectLeads & Pre-Sales

Inquiries

Product Management

Assist, advise, collect feedback

EscalatedProduct Support & Access Issues

Hand-Off

NOTE: Product Management has more involvement in the inquiry workflow when offer is early in maturity

Consult

AVEVA Support – Americas Support Operations

Quick Stats & KPIs – Calendar 2018 YTD

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

Case Volume by Product Line

Case Volume by Access Channel

AVEVA Support – Americas Support Operations

Quick Stats & KPIs – Calendar 2018 YTD

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

73%

AVEVA Support – Americas Support Operations

Quick Stats & KPIs – Calendar 2018 YTD

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

Highlights for the Americas:• Customer Satisfaction is high, especially Wonderware• Improvement needed on Citect Line• Case volume is growing YoY

AVEVA Support – Americas Support Operations

Investments 2018/2019

• Hiring more personnel• Chat feature for support website• Improvements in mobile app

capability• Tighter integration across

product lines

AVEVA Support – Americas Support Operations

Management Team - Escalation Contacts for USA / Wonderware

© 2018 AVEVA Group plc and its subsidiaries. All rights reserved.

Wonderware - Customer FIRST Level

Standard Premium Elite Premium / Elite with TAM

1st Escalation Point Brian Pulfer or Steve Gingrich Walter Boncal

2nd Escalation Point Neal Hatton Kim Lovejoy