PIDAS Profile

Customer become fans!We develop, optimize and manage

service organizations in the business and IT sector.

www.pidas.com

© 2013 by PIDAS All rights reserved.

The PIDAS portfolio covers the entire Customer Care valuechain, from consulting, platform building, to the running of strong and customer-centric service organizations. This is not only important for the immediate project result but also for the achievement of long-term company goals. The company consistently bases its approaches on its own Customer Care Concept. The strategic are-as of business are Consulting, Solutions und Managed Services.

Our methodology guarantees a pragmatic and systematic solution approach and enables com-panies to achieve their goals and interconnected instances of success quickly and efficiently. We consistently pursue a holistic course of action and build our solution models on four main pillars: n the strategy and its future perspectivesn people and their skillsn the organization and its processesn the technology and its support

PIDAS Customer Care Portfolio

About PIDAS

PIDAS is a service company specializing in the development, optimization and management of customer service divisions for organizations in the business and IT sector. The company with branches in Basel, Graz, Stuttgart, Vienna and Zurich was established in 1987 in Zurich as a 100% subsidiary of the POLYDATA group and employs approximately 280 staff members in the German speaking part of Europe. Our solutions always integrate the four elements people, strategy, organization and technique and projects are based on our Customer Care Concept.

The following companies are among the most important customers of PIDAS: Andritz, AstraZeneca, Billag, DZ Privatbank Schweiz, Frequentis, Generali, HP, IBM, Johnson Controls, Magna Steyr, Mobility, Novartis, ÖBB, Orange, ORF, Sandoz, Sika, Stadt Wien, Swisscom, Syngenta, Valora, Weltbild. PIDAS is a service partner of HP, IBM and T-Systems.

MissionAs an independent internationally operative group of companies with branches in Austria, Germany and Switzer-land we are leading in the area of customer-focused reorientation and the management of service organizations in the field of IT and business. This is achieved by including all people involved and by innovatively using information technologies. We allow for critical competitive advantages for PIDAS and PIDAS customers due to the flexibility, the social, technical and methodic competence of our specialists, and we demonstrate to our customers how they can acquire highly satisfied customers themselves. We collaborate in a fair, responsible and quality-conscious way with customers, suppliers and PIDAS colleagues.

Our principles:n We strive for better customer service and more customer-orientation.n We constantly endeavor to offer our customers the best solution.n We aim for 100 % customer satisfaction.n We quickly achieve positive effects for our customers.n We individually support and encourage our employees in accordance with the Customer Care Strategy.n We lead in an achievement-oriented way.n We invest profitably and behave cost-consciously.n We are independent and work internationally.

PIDAS Divisions & Solutions

Consultingis leading in the field of consulting of service organizations and supports companies in consistently aligning with their customers’ needs. On the basis of our self-developed and well-proven Customer Care Concept, trend-setting, innovative and customer-focused strategies are designed and implemented. We support our customers with many years of experience and extensive expert knowledge in the areas of customer care, CRM, Customer Experience Management (CEM) and IT Service Management (ITSM).

n StrategyTogether we put the topic of customer service (business and IT) in a company-wide context, identify current prob-lems, compile criteria for the ideal situation and develop a company specific cross-departmental Customer Care Vision and Strategy.

n Development & PerformanceSet-up and optimization of central service touch points such as Customer Service Centers, Customer Value Cen-ters or Service Desks are among our core competences. With our highly standardized Assessment Programm (CCC) we measure our customers’ service performance and compare achieved results to the benchmark and the specifications of the Customer Care Concept.

n Excellence The way to perfect customer service is strongly influenced by employees. Our especially created PIDAS Customer Care Academy offers training tailored especially to your needs.

Find your Customer Care Strategy!

Solutionsdesigns, implements and integrates intelligent best practice comprehensive software solutions always including all PIDAS competences for the technical support of service organizations. This especially applies for the best possible rationalization and automation of service processes as well as comprehensive knowledge support. Our solutions are based on standard applications and are consequently aligned with the individual customer needs. We understand information technology as support for people and processes and recommend not simply “the best” but the optimally suited solution to our customers.

n Multichannel Customer InteractionBy means of our technique all communication channels are brought together in one Single Point of Information.

n Applications (Technology Platform)Conception of our solutions is based on a pre-selection of practical state-of-the art applications. Alongside complemental partner products we offer with our PIDAS trueAct™ Software Suite our own applications on the basis of which powerful multichannel Service Organizations can be realized. Included is also a unique module for the analysis of the content of customer inquiries (natural language analysis).

n IntegrationWe reasonably and cost-effectively integrate new service applications into your existing IT environment for you. For every system landscape we pragmatically realize lean CTI and agent workspace solutions.

Every Customer Interaction is a Chance – Take it!

Managed Servicesoffers a wide range of industry independent IT services. We install and maintain IT infrastructures both centrally and remotely and achieve a sustained high customer satisfaction by providing top-quality services. For global and national customers we offer our services cross-nationally in various languages around-the-clock, relying on ITIL for IT operations. We specialize in infrastructure rollout projects and also offer classic body-leasing services of our IT specialists under interesting general conditions.

n IT Service Desk - Shared Service Factory (SSF)Our transnational multilingual IT Service Desk provides perfect reachability and best first contact resolution rates, twenty-four-seven. Our modular services offer flexible and highly efficient support models, from simple log and route to professional 1st and 2nd level support.

n Field ServicesOur competent IT technicians restore operation in case of failures. No matter whether printers, PCs, notebooks or serves are concerned, we take care of your systems quickly and sustainably. We are where you are and services are rendered locally country-wide.

n Special ServicesWe offer standardized and individual IT Services. Within the scope of our Workplace Services we set-up the Client Image and monitor the safe operation of all Clients, mobile as well as stationary systems. Our well tested IT infrastructure solutions are based on standard components of different providers and can be optimally aligned with your needs. Our IT Specialists can also be engaged in the classical body-leasing system at favourable conditions so that your IT projects can be successfully realized.

Happy Users through succesful IT Services and Support Solutions!

PIDAS Locations & Contact

PIDAS Aktiengesellschaft

St. Jakob-Turm, Birsstrasse 3204052 Basel

Lindenstrasse 388034 Zürich

Phone +41 61 278 00 00Fax +41 61 278 00 30

PIDAS Österreich GmbH

Schmiedlstrasse 18042 Graz

Technologiestrasse 8/2/31120 Wien

Phone +43 316 4110 0Fax +43 316 4110 10

PIDAS Deutschland GmbH

Frösnerstrasse 470372 Stuttgart

Phone +49 711 98 80 9008Fax +49 711 98 80 9008 10

info@pidas.comwww.pidas.com

PIDAS Service Benchmark

Periodical, representative PIDAS study on the development and significance of service organizations. The importance of service organizations for sales and, thus, for long-term company success is becoming more and more obvious.

Order your copy of “customer servicereport vol. 4”: info@pidas.com

Operating figures: n Austria and Switzerland n 500 polled end users per countryn 200 polled big companies

Content:n Trends, developments for the futuren Aspects of satisfaction in servicen Detailed information on Customer Care and Service Desk Organizations

PIDAS Customer Care Concept

The Customer Care Concept (CCC), developed by PIDAS and well tested and proven for years, is the state-of-the-art framework for building customer- focused, effective and efficient service organizations. On the basis of the Customer Care Concept, companies can face external and internal challenges intelligently with new service models and are able to significantly improve customer loyalty, sales performance as well as service-efficiency and employee loyalty. With the help of 10 core elements the CCC Service Model describes the ideal service organization. The model is self-contained and therefore successful if all its elements are validated and developed sensibly.

PIDAS Technology Platform

The PIDAS trueActTM Software Suite is the platform on the basis of which the Customer Care Concept 2.0 (CCC) or its individual elements can be technically implemented:n Multichannel Communicationn Single Point of Informationn Natural Language Analysisn Intelligent Automationn Knowledge Supportn Service/Operational Level Agreements (SLA/OLA)n Business Intelligence/Reportingn Computer Telephony Integrationn Enterprise Service Bus