This document summarizes customer service updates from an April 2004 sales summit. It discusses priorities like emphasizing customer satisfaction and service over sales. It also outlines efforts to get back to basics in customer service like refreshing contact management and deploying new job aids. Additionally, it summarizes initiatives around people, partnerships with sales, driving e-learning forward, and bringing clarity to the services distribution channel.

1. Customer Service Update
Sales Summit
April 2004

2.  Getting “Back to the Basics” with Customer Service
 Implementation Execution
 People Are the Essence
 Sales Partnership
 Driving E-Learning
 Reducing Cost to Serve
 Services Distribution Channel Clarity
Customer Service Priorities

3.  Our Priority is to Service not Sell
 PFS Evaluations Modified for all Customer Facing Associates
 Emphasis on Customer Satisfaction Results
 Field Management Focus – at Customer Installations
 Free ERA “Webinars” Receiving Positive Feedback
 Initial Stages of Re-deploying CSAP Visits
Getting “Back to the Basics”
Customer Service

4.  Contact Management Refresh Complete
 Coordination Process & Ownership in Place
 New Letters/Schedules Process
 Catch a Star Implemented in Field
 Deployed New Job Aids 2.0
 Launching Follow up / Utilization Plan
 Initial Desking Implementations Hitting the Mark
 RGS Suite Simplification Effort
 RGS Suite Training Packages / New Pricing Effort
 Deployment Managers
 Implementation Process Improvements in Progress
 Implemented new custom report process
 UAG Top Priority Remainder Year
 44 Locations over Next 8 Months
Implementation Execution
We Own it!

5.  Attrition Rates at 16% YTD field training
 Associate Feedback Solicited from 850 Associates
 Key Action Plans as Result:
 Internal Training (Susan Moll)
 Technical Training (Greg Roll)
 Recognition (Terri Mulcahey)
 PFS / Evaluations (Gary Alexander/Armando Flores)
 Work & Family Balance (Al Caprio/Jim Richmond)
 Teamwork Between Departments (Ron Vieira)
 Weekly Communication to the Field
People Are the Essence
Customer Service

6.  Sales Training Assessment Complete
 68% Response Rate
 Key Results:
 Creating and Presenting Credible ROIs (60%)
 Business Analysis & Building Business Case (43%)
 Making Compelling Business Presentations (31%)
 Negotiating Skills (28%)
 Executive Level Selling / Large Organizations (23%)
 Training Action Plans Against Feedback Initiated
 Participation with Sales Advisory Team
 Steering Committee – Sales Go To Market Alignment
 Sales Certification – Desking / CM / WebmakerX
 Operation What’s Next Road Show
Sales Partnership

7.  Funding Approved
 Short Term Plans
 Launch Virtual Classroom – (Centra) One to many environment
 ERA XT / RGS Suite enhancements (2.3 & 2.4)
 Load 200+ ERA recorded training sessions 24x7 access
 Create options for installs – VC / One to One remote / On-Site
 Long Term Plans
 Learning Management System (Sum Total) – August 2004
 Implement dynamic job role curriculum maps
 Recurring revenue model
E-Learning Initiative

8.  Services to be “Packaged” with Solutions
 Assessing Consulting vs. Training Offerings
 Pricing
 Services
 Organizational Structure
 Partnering with Inside Sales Channel – Campaigns
 Line up with Sales Compensation Plans
Distribution Channel Clarity