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Technical Account Management & Customer Profile Management. Stuart Freemantle. 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. - PowerPoint PPT Presentation
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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
3 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
4 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
5 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
6 © 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
7 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
9 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
10 © 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
11 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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;
12 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
13 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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.
14 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
The Role of the Service Business Manager
Service Business Manager
SalesCustomer
TACFix
15 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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.
16 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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.
17 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
18 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
20 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
21 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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
24 © NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF
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