CUSTOMER SERVICE Overview Ralph R. Zerbonia President Universe Central Corporation

Better Customer Service Drives Company Value “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.” Harvard Business Review March 2007

Typical Business Challenges in Customer Service On-board and train new Customer Service Representatives (CSRs) quickly Increase CSR utilization and retain quality CSRs Provide a consistent, effective experience across all contact touchpoints Convert cross-sell and up-sell opportunities into revenue Increase First Call Resolution and decrease Average Handle Time

On-board and train new Customer Service Representatives (CSRs) quickly

Increase CSR utilization and retain quality CSRs

Provide a consistent, effective experience across all contact touchpoints

Convert cross-sell and up-sell opportunities into revenue

Increase First Call Resolution and decrease Average Handle Time

Industry Views “ The role of the contact center in the organization is shifting and growing. Contact centers are increasingly strategic business units, and not just cost center departments.” Michael Maoz, Vice President and Distinguished Analyst, Gartner Inc. “ CEOs cited New Technology (63%) and Customer Loyalty (54%) as two of the top revenue drivers for their business.” New York Stock Exchange (NYSE) 2007 CEO Report “ If you’re looking to boost customer satisfaction, one of the most promising places to start is customer service. … increased satisfaction has a positive impact on consumer spending, cash flow, and business performance. ” Harvard Business Review, 2007

Change the Game in Customer Service Transform Customer Service into a Strategic Asset Empower all employees to be part of Customer Service Achieve a true 360° View of the customer

SOLUTION

Microsoft Dynamics CRM Customer Service Solution Service Capabilities Full feature set Service Workflow Designed for Users Managers Executives

Service Capabilities

Full feature set

Service Workflow

Designed for

Users

Managers

Executives

Account and Contact Management Complete set of features that empower customer service representatives to better manage interactions. Microsoft Advantage Familiar user experience via Microsoft Outlook, agent desktop or web client Powerful productivity features like Auto Complete and Smart Search Import and de-duplication of records is seamless and easy to perform Fundamental technical agility to support core service interactions Account and Contact Management Components Acct, Contact & Case History Contact Management Discovery & Search Data Import & Quality Complex Relationships

Microsoft Advantage

Familiar user experience via Microsoft Outlook, agent desktop or web client

Powerful productivity features like Auto Complete and Smart Search

Import and de-duplication of records is seamless and easy to perform

Fundamental technical agility to support core service interactions

Account and Contact Management Components

Acct, Contact & Case History

Contact Management

Discovery & Search

Data Import & Quality

Complex Relationships

Interaction and Knowledge Management Complete interaction management capabilities including Knowledge Management and Service Level Agreements. Microsoft Advantage Customizable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI Fully integrated Knowledge Base including authoring and publishing capabilities. Robust email support including auto-response and auto promotion of emails to cases. Interaction and Knowledge Management Components Flexible Interaction Framework Contextual User Experience Knowledge Base KB Article Authoring, Review and Publishing SLA and Support Contracts

Microsoft Advantage

Customizable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI

Fully integrated Knowledge Base including authoring and publishing capabilities.

Robust email support including auto-response and auto promotion of emails to cases.

Interaction and Knowledge Management Components

Flexible Interaction Framework

Contextual User Experience

Knowledge Base

KB Article Authoring, Review and Publishing

SLA and Support Contracts

Case Management and Scheduling Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service. Microsoft Advantage Easy-to-use case management functionality including creation, editing, dispatch, tracking and resolution. Optimize usage of field personnel, fleet, tools, parts and resources Case Management and Scheduling Components Multi-channel Incident Mngmt. Communications & Activities Management Routing & Escalation Services & Resources Management Global Scheduling & Optimization

Microsoft Advantage

Easy-to-use case management functionality including creation, editing, dispatch, tracking and resolution.

Optimize usage of field personnel, fleet, tools, parts and resources

Case Management and Scheduling Components

Multi-channel Incident Mngmt.

Communications & Activities Management

Routing & Escalation

Services & Resources Management

Global Scheduling & Optimization

Real-Time Insight, Reporting and Analytics Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards. Microsoft Advantage Predictive behavior analytics, like cross-sell/upsell, and historical analytics Critical service reports are provided standard with fully customized reports available easily to any user Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting. Real-Time Insight, Reporting and Analytics Components Customer Analytics Standard Service Reports Custom Reports OLAP & Data Mining Dashboards & Scorecards

Microsoft Advantage

Predictive behavior analytics, like cross-sell/upsell, and historical analytics

Critical service reports are provided standard with fully customized reports available easily to any user

Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.

Real-Time Insight, Reporting and Analytics Components

Customer Analytics

Standard Service Reports

Custom Reports

OLAP & Data Mining

Dashboards & Scorecards

Proactive Sales and Support Transform the contact center from purely reactionary service into a proactive, strategic arm of the business. Microsoft Advantage Seamlessly integrated, holistic service processes that drive positive behavior Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007. Proactive Sales and Support Components Account & Contact Analysis Upsell & Cross-sell Evaluation Product Recommendation Proactive Communications Service Campaigns

Microsoft Advantage

Seamlessly integrated, holistic service processes that drive positive behavior

Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007.

Proactive Sales and Support Components

Account & Contact Analysis

Upsell & Cross-sell Evaluation

Product Recommendation

Proactive Communications

Service Campaigns

Customer Service Scenarios Follow- the-Sun Global Support World-Class Contact Center Closed-Loop Service Processes Quick Service Campaigns Total Quality Management Enable management of cases to be handed off across teams in multiple time zones Deploy world-class contact centers that support multiple shifts and remote agents Use workflow to drive consistency and real-time visibility into every stage of service processes Manage product support issues simply and easily from contact to resolution Allow all service metrics to be easily tracked and analyzed to drive process improvement

Powered By Microsoft Core Enabling Capabilities Business Agility Robust Workflow Reporting & Analytics Multi-Tenancy Multi-Language User Interface Multi-Currency Comprehensive customization capabilities Composite applications Inherent flexibility to map to business processes Geared for design by anyone in the organization Generate all levels of reports from standard, “canned” reports to sophisticated, custom reports Spot trends or predict behavior with OLAP and data mining

Core Enabling Capabilities

Business Agility

Robust Workflow

Reporting & Analytics

Multi-Tenancy

Multi-Language User Interface

Multi-Currency

Comprehensive customization capabilities

Composite applications

Inherent flexibility to map to business processes

Geared for design by anyone in the organization

Generate all levels of reports from standard, “canned” reports to sophisticated, custom reports

Spot trends or predict behavior with OLAP and data mining

Microsoft Dynamics CRM in the Contact Center Phone Wireless Web Self-Service Email Chat Branches Retail Stores & Dealers Government Offices Interaction Channels PBX/ACD IVR PSTN VPN and Internet CTI Legacy Apps ERP LOB Apps Agents Supervisors Managers Executives Reporting & Analytics CC Apps 360° View Composite UI

BENEFITS

Key Benefits of Microsoft Dynamics CRM Achieve 360 ° visibility across the entire organization into service history, current cases, contracts and much more Organizational Customer Service Drive collaboration and improve agent productivity, lower training costs and reduce churn. Higher Productivity Improved Up-sell and Cross-sell Optimize upsell and cross-sell campaigns to drive better revenue and higher uptake rates. Greater Service Efficiency Improve first-call resolution and handling times to yield higher customer satisfaction and loyalty.

Key Benefits for Business Reach customer satisfaction goals Drive new revenue opportunities Reliably manage service costs Achieve KPIs for service Increase agent retention Reduce agent training costs and on-boarding time Improve personal productivity Eliminate frustration in assisting customers Reduce errors and call closing time VP of Customer Service Contact Center Manager Agents and Supervisors

Reach customer satisfaction goals

Drive new revenue opportunities

Reliably manage service costs

Achieve KPIs for service

Increase agent retention

Reduce agent training costs and on-boarding time

Improve personal productivity

Eliminate frustration in assisting customers

Reduce errors and call closing time

Key Benefits for IT Achieve rapid time to value Realize low total cost of ownership (TCO) Leverage consistent IT architecture & standards Adapt to meet business user requirements Easily integrate existing applications and data Design for extensibility Design and track key KPIs Design and run cross-team workflow Manage work loads for representatives Chief Information Officer IT Project Team Business Analyst

Achieve rapid time to value

Realize low total cost of ownership (TCO)

Leverage consistent IT architecture & standards

Adapt to meet business user requirements

Easily integrate existing applications and data

Design for extensibility

Design and track key KPIs

Design and run cross-team workflow

Manage work loads for representatives

EVIDENCE

Global Customer Success in Customer Service Mid-size Companies Small Businesses Large Enterprises

Customers in Action High Technology Multi-thousand users Replacement of legacy Clarify application in commercial software support organization. Microsoft Dynamics CRM used in Contact Centers (located in NA, Europe, India and Asia) and in backline (2nd/3rd tier) engineering to provide follow-the-sun global support. Manufacturing 75+ users Polaris uses Microsoft Dynamics CRM to provide support to both dealers and enthusiasts (users of product). From a SharePoint interface, users access multiple applications including Microsoft Dynamics CRM, SAP, and parts/product databases. Integrated Healthcare 1,200 users Maccabi serves 1.7M members in Israel. Microsoft Dynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center. Microsoft Dynamics CRM system surfaces critical information from SAP and an AS400. Maccabi Microsoft Polaris

High Technology

Multi-thousand users

Replacement of legacy Clarify application in commercial software support organization.

Microsoft Dynamics CRM used in Contact Centers (located in NA, Europe, India and Asia) and in backline (2nd/3rd tier) engineering to provide follow-the-sun global support.

Manufacturing

75+ users

Polaris uses Microsoft Dynamics CRM to provide support to both dealers and enthusiasts (users of product).

From a SharePoint interface, users access multiple applications including Microsoft Dynamics CRM, SAP, and parts/product databases.

Integrated Healthcare

1,200 users

Maccabi serves 1.7M members in Israel.

Microsoft Dynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center.

Microsoft Dynamics CRM system surfaces critical information from SAP and an AS400.

Customer Perspective “ Microsoft Dynamics CRM helps us pinpoint why people have to make phone calls and helps us systematically reduce the time spent on non-value-added activities like unnecessary calls.” David Peet General Manager, Crossmark “ With Microsoft Dynamics CRM, training time is reduced, people are proficient faster, and we can get new employees out onto the floor quickly—all because the system brings them the information that they need in an easy-to-use, point-click fashion.” Jeff Beelman Contact Center Lead, Wellmark Blue Cross Blue Shield

Customer Return On Investment Substantially cut call handling time by four minutes per call Reduced training time for new employees from eight to six weeks Handling 15% more calls per year , without additional staff Saves 6,000 hours a year on case management 50% reduction in call volumes Increased first call resolution rates , leading to improved customer satisfaction Improved work productivity for over 50% of staff Lowered call volume through proactive identification of service issues

Substantially cut call handling time by four minutes per call

Reduced training time for new employees from eight to six weeks

Handling 15% more calls per year , without additional staff

Saves 6,000 hours a year on case management

50% reduction in call volumes

Increased first call resolution rates , leading to improved customer satisfaction

Improved work productivity for over 50% of staff

Lowered call volume through proactive identification of service issues

Partnering for Success Interaction Channel Infrastructure Contact Center Applications

DISCUSSION

APPENDIX

Source: Gartner Magic Quadrant for CRM Customer Service Contact Centers, 2007 [emphasis added] Microsoft Dynamics CRM has emerged as a leader in the customer service and contact center space, driven by its ease of use for service personnel and by the flexibility of the underlying SOA platform. Momentum with Analysts: Gartner

Momentum with Analysts: Forrester Source: Forrester Research “ Microsoft Dynamics CRM has based its user interface on the popular Microsoft Outlook email program, meaning a shorter learning curve and more intuitive navigation … Microsoft Dynamics CRM’s time to value is typically days or weeks .”

Customer Service & Support Core components of a CSS application include: Account and Contact Management Case and Interaction Management Knowledge Base Management Product and Contract Management Service Scheduling Workflow across Teams and Groups Service Reporting and Analytics Commonly integrated components include: Voice Infrastructure (ACD, CTI, IVR) Workforce and Quality Management Agent Scripting

Core components of a CSS application include:

Account and Contact Management

Case and Interaction Management

Knowledge Base Management

Product and Contract Management

Service Scheduling

Workflow across Teams and Groups

Service Reporting and Analytics

Commonly integrated components include:

Voice Infrastructure (ACD, CTI, IVR)

Workforce and Quality Management

Agent Scripting

World-Class Contact Center Platform Customer Need : Transform your contact center from a traditional cost center into a strategic asset Improve the multi-channel customer experience Drive customer retention and loyalty 5% increase in customer retention = 25-100% to the bottom line Key Capabilities in Microsoft Dynamics CRM Multi-tenant architecture with advanced data privacy Full multi-language and multi-currency support Network optimization for WANs and remote agents High performance & scalability from server clustering Improved email handling in Exchange and with POP3/SMTP

Customer Need : Transform your contact center from a traditional cost center into a strategic asset

Improve the multi-channel customer experience

Drive customer retention and loyalty

5% increase in customer retention = 25-100% to the bottom line

Key Capabilities in Microsoft Dynamics CRM

Multi-tenant architecture with advanced data privacy

Full multi-language and multi-currency support

Network optimization for WANs and remote agents

High performance & scalability from server clustering

Improved email handling in Exchange and with POP3/SMTP

Quick Sales & Service Campaigns Customer Need : Deliver an outbound contact capability to drive proactive service outreach Quickly drive communications for time sensitive issues Avoid routine calls by rapid notification of product or service issues Launch outbound surveys to collect key market information. Key Capabilities in Microsoft Dynamics CRM Automated Quick Campaign module Bulk close of campaign activities to clear many tasks at once Auto-send of campaign emails Intelligent data migration for campaign targeting

Customer Need : Deliver an outbound contact capability to drive proactive service outreach

Quickly drive communications for time sensitive issues

Avoid routine calls by rapid notification of product or service issues

Launch outbound surveys to collect key market information.

Key Capabilities in Microsoft Dynamics CRM

Automated Quick Campaign module

Bulk close of campaign activities to clear many tasks at once

Auto-send of campaign emails

Intelligent data migration for campaign targeting

Drive Agent Productivity Improvement Customer Need : Deploy familiar and flexible technology to get more for your customer service personnel Reduce agent click counts and input errors Manage more customers and deliver better service with same or less headcount Key Capabilities in Microsoft Dynamics CRM Smart Navigation navigation streamlines the agent user interface Auto-resolution of cases Individual and group workflow to improve productivity Real-time duplication detection and conflict resolution

Customer Need : Deploy familiar and flexible technology to get more for your customer service personnel

Reduce agent click counts and input errors

Manage more customers and deliver better service with same or less headcount

Key Capabilities in Microsoft Dynamics CRM

Smart Navigation navigation streamlines the agent user interface

Auto-resolution of cases

Individual and group workflow to improve productivity

Real-time duplication detection and conflict resolution

Real-Time “Expert” and “Managers” on Call Customer Need : Increase first-call resolution (FCR) rates by reaching the right expertise in real-time Poor first call resolution rates typically add 30% in additional costs to contact center budgets Use presence integration and workflow to connect expert resources to issues in real-time Key Capabilities in Microsoft Dynamics CRM Presence integration via Office Communications Server 2007 Intra-team and cross-team workflow via Windows Workflow

Customer Need : Increase first-call resolution (FCR) rates by reaching the right expertise in real-time

Poor first call resolution rates typically add 30% in additional costs to contact center budgets

Use presence integration and workflow to connect expert resources to issues in real-time

Key Capabilities in Microsoft Dynamics CRM

Presence integration via Office Communications Server 2007

Intra-team and cross-team workflow via Windows Workflow

Improved Email Channel Management Customer Need : Effectively use the email channel to reduce service costs while maintaining satisfaction Deflect incident handling from telephone to email or web Deliver consistent and differentiated service via web or email Email channel is 44% cheaper than live agent conversations Key Capabilities in Microsoft Dynamics CRM Easily promote emails into cases Advanced email routing architecture Intra-team and cross-team workflow for emails Email sending, routing, and management enhancements

Customer Need : Effectively use the email channel to reduce service costs while maintaining satisfaction

Deflect incident handling from telephone to email or web

Deliver consistent and differentiated service via web or email

Email channel is 44% cheaper than live agent conversations

Key Capabilities in Microsoft Dynamics CRM

Easily promote emails into cases

Advanced email routing architecture

Intra-team and cross-team workflow for emails

Email sending, routing, and management enhancements

Action! Ralph R. Zerbonia Universe Central Corporation 330-720-4525 [email_address]