Three Use Cases for Service & Support

Three Use Cases for Service and Support Chris Robbins, Chevron Kimberly Jansen, Misys Steve Petrofsky, VeriSign Track: Service and Support Executives

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Chris Robbins Technology Manager, Service Center Center of Focus [email_address]

Chevron Overview 180 Countries - 53,000 employees Upstream 13 billion BOE net proved reserves 2.8 million BOE daily net production E&P in 30 + countries Downstream 25,700 retail outlets Strong lubricant brands 20 Refineries

Focus Area: North America Service Centers 6 distinct functional groups in 4 US locations. Support company operated stores, service station marketers and retailers, lubricants business customers, and end-consumers. North America Marketing Operations 7 refineries = 964,000 barrels/day. Market gas, diesel, jet, aviation fuel and other petroleum products Chevron brand Texaco brand ~9,450 service stations Busiest station = 1,400 transactions/day, 400,000 gallons/month. North America Lubricants Business 300 million gallons (80,000 orders) a year Chevron – Delo, Supreme, RPM Texaco – Havoline, Ursa Market Sectors Commercial Heavy Duty Industrial Industrial Consumer Base Oil

Key Challenges Overall project Establish Global Downstream Service Center model. First Stage: Migrate processes and systems from US to new Philippines center. Business Challenge Identify a Case Management solution for the new Service Center model No common existing tool Vantive system past end-of-life Corporate ERP consolidation project targeting CRM solution in 2009 Challenge of simultaneous process migration and new system deployment Technology Challenge Solution must work globally New data interface development while source system being replaced No overall view of case load and metrics Limited sharing of customer information and knowledge management High support costs Lack of technical support resources Unplanned system downtime

The Solution How did we address the challenges? Leveraged Accenture to identify/estimate alternatives Implement in 3-4 months - team of 9 + business SME’s. Chevron, Accenture and salesforce.com personnel Business analysts, Salesforce developers, data expertise, training Focused on scope control, change management, coordination with broader service center project High-Level Requirements Case management, knowledge management, workflow Contact channel integration (phone, email, and fax.) References of implementations with 200 – 400 users Easy to use. Tailored for call center agents. Stable and supported. Not be a 'Beta' or near end-of-life. Software vendor must be financially viable. Constraints/Issues Minimize initial investment Requirements point to an enterprise solution but this conflicted with desired investment level. Minimize business process change during migration Products implemented : SFA, Service & Support, Agent Console, Sandbox Users : 180 Integration points : Daily interface for customer, account, user changes Training : Classroom. 4-10 hours depending on role 2 Business Units with users primarily in Houston, Louisville, and Manila Ongoing improvements : email to case functionality, expansion to other regions, integration with Customer Extranet DEPLOYMENT DETAILS

Results What were the results? Fast Implementation 3 months from contract signing to 1 st go-live (Retail Marketing). 2 nd go-live 1 month later (Lubricants). Smooth Transition “ Smoothest and best system implementation we’ve seen” Cost Effective Salesforce.com implementation estimated at ~$1 million less than other alternatives On Time - Under Budget ~10,000 cases/month - 50,000 cases to date Average time to case closure – 1.3 days Collaboration and Communication with a Customer focus Standardized processes across multiple centers Greatly improved reporting and case visibility Greatly improved search capability and application performance BENEFITS

Snapshot 180 users in US and Philippine locations 4 distinct support groups with individual “views” Single integrated system

Kimberly Jansen CRM Programme Manager [email_address]

Company Introduction Top 5 global banking software and services vendor 1,200 customers in 120 countries around the world ABN-AMRO Bank of Americas Citibank Credit Suisse JP Morgan UBS Current major implementations: Bank of India Fortis HBOS INDUSTRY: Financial Services EMPLOYEES: +6,000 GEOGRAPHY: Worldwide PRODUCT(S) USED: SFA, Service & Support, Custom build applications, 1 downloaded AppExchange application # USERS: + 1,000

Service & Support within Misys Rollout wholesale product support APAC MEA GLOBAL TREASURY EUROPE AMERICAS JAN ‘05 MAR ‘05 MAY ‘05 FEB ‘05 APR ‘05 GLOBAL CONTACT CENTER ONE COMMON PORTAL May ‘06 FEB ‘06 M MERGER Retail Self Service Portal Wholesale Self Service Portal

Merging Portals - Key Challenges Business Challenge Major Merger of business units in one portal (Processes, SLA, priority- and status codes) Technology Challenge Merging portal technology & functionality Timing Challenge Only 2 months to deliver Different look and lexicon Different functionality Low customer satisfaction Inefficient

The Solution How did we address the challenges? Using Salesforce’s architecture we were able to build our own custom portal, fully integrated with internal systems Product driven (process independent) With increased value making it a higher value solution IN ONLY 2 MONTHS Build our own AppExchange application to drive and manage the content of the portal Ongoing improvements on: Unify business processes and underlying data silos and across across applications Aligning support procedures

The Results What were the results? Increased portal adoption More effective & efficient Reduced the cost in supporting a global customer base Higher customer satisfaction “ The new portal is impressive - the layout of the logged cases screen is a big improvement.” Jeremy Richards - National Bank of Egypt “ .. it all works very well and makes it far simpler for us to follow up on outstanding issues and look for similar errors.” Mark Wiles - Mizrahi Tefahot Bank Ltd Do you find that the enhanced version of the portal has increased your likelihood to use the portal to log & follow up on issues logged with Misys? “ No - because we already find it indispensable !” Peter Woods - BGB 24% 14% Opics 31% 7% Midas 48% 15 Trade Innovation 50% 23% Financial Messaging 51% 4% Private Banking Solution 57% 44% Retail Bankmaster 70% 20% Other 75% 34% Retail Equation 92% 13% 3PP Aug 06 Aug 05 Product Area Portal Percentage

Impact on Case Turnaround Times

Case Origin Trend Case Origin COMMON PORTAL ROLLOUT

Merging Portals Major Business Units Merger # Support Users: 500 Key Requirements Flexible & product driven solution Retain existing functionality Incorporate Customer requests Comply with corporate branding guidelines Key Benefits One view for all Misys Banking customers Increased response time Increase overall customer experience with Misys Increase Customer Happiness

Portal – Home Page Highlights Comply with corporate branding CSS light weight based Easy navigation Case status snapshot Targeted events based upon Direct access to CSM contact details, linked to Salesforce user table Link to PSP service levels & Training booking pages

Portal – View Cases Highlights Enhanced navigation Sortable column headings Visual priority aid Additional data available directly on case listing Export to Excel

Portal – Case Search glc0501 Search for Cases One of the change requests from our customers

Enhanced Portal – Log a Case Field values dependent on Case Product area

Enhanced Portal – Solutions Enhanced Solution Searching per Category

Enhanced Portal – Solution Detail Clear Overview Solution Routing Mechanism

Content Management DRIVEN FROM AND MANAGED IN SALESFORCE Build a CMS system Manageable Environment

Driven and Managed from Salesforce Managed from Salesforce Created custom objects & CMS tool

Added Some Logic Events targeted to Region Automatically will disappear from Portal when end date is past current date

Use of Web Techniques Separate Content from Design Use HTML / CSS to style

Customers Like It! We like it! Can we get some more? *BGB gave a 4.5 mark out of 5 overall Customer wish list Change own contact details Search on own cases Restricted view only access View cases for multiple support sites Ability to close own cases All Misys case related communication

Steve Petrofsky Customer Care [email_address]

Company Introduction VeriSign, Intelligent Infrastructure Services Company DCMS, Digital Content and Messaging Services (fka m-Qube) Develop, Deliver, and Bill for mobile content Premium pricing for Chat, Alerts, Messaging, and Music, Video, Downloads 140 Enterprise Service and Support Users INDUSTRY: Mobile Content Delivery Services EMPLOYEES: 4,500 GEOGRAPHY: Global PRODUCT(S) USED: Service & Support, SFA # USERS: 157

Key Challenges Business Challenges Growth in support cases: 10% weekly growth (7/05 to 3/06) Currently handling 50,000 cases per month Complex environment – Consumer, Carrier, VeriSign, Content Provider Resource management Technology Challenge Scale Email and Case management Reduce costs Decrease resolution time Effective support operation

Content Purchase at Media Site

Subscription Ringtone Purchase

3 rd Party Access to Web2Case

Sample Dashboard of Consumer Support Demo Dashboard

The Solution 100% Web2Case 7 sources for detailed multi-dimensional reporting Extensive use of email templates and auto response rules Resolve ALL level 1 issues with auto response emails External transaction lookup and verification; Batch Mode Dataloader to update and close cases daily Salesforce Service and Support 5 users + answer service External emailer Monthly process improvements DEPLOYMENT DETAILS

Results 100% response on all level 1 cases within 1 business day or sooner 100% accuracy Reduced headcount from 5 to 3.5 people and low people costs for volume of cases Management visibility with easy to produce weekly metrics and dashboards Improved carrier and consumer satisfaction

Kimberly Jansen CRM Programme Manager Chris Robbins Technology Manager Steve Petrofsky Customer Care QUESTION & ANSWER SESSION

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