2. • Program Goals
• Drive Revenue / Margin
• Improve Customer
Satisfaction
• Rollout New ACS Programs
• Improve Speed to Renewal
• Increase Product Sales
• Program Results
• 23 Customers in Program
• Closed sales for H&R Block
and ESI for Net
incremental TCV of $1.35m
• Identified $32m in AOS
opportunities
• Proposed $13m in
Retail/Direct from
JSD/Wholesale
3. • Delivery Focus
• Customer Feedback
• Upsell Advanced Services
• Identify use of Tools / OIS
• Use of proactive Alarm Tools
• Move ticketing to Web
• Historical Use
• Point out Anomalies
• Show SLO Performance
4. • Revenue up by $450K
• Zero Decrement
• Customer Sat up
• JSD to Retail Proposal
Current TCV $1.5m
Proposed $4.75m
• Identified $6.2m AOS Deal
• Renewed Maintenance $xx
• No Decrement
• Identified $28m AOS
Opportunity
• TCV up by $916k
• New 36 month retail
Contract
• Customer Sat up by
• Upsell of CSM
• Service Stewardship /
Local Contact Monitoring
• Monthly Stewardship Mtgs.
• Specialized Service Package
Incl. SPOC, SRM, CSM,PCS
• Service Stewardship
Meetings
• Outlined
• Specialized Service Package
Incl. SPOC, SRM, CSM,PCS
• Service Stewardship /
Local Contact Monitoring
• Monthly Stewardship Mtgs.
• Specialized Service Package
Incl. SPOC, SRM,
CSM,PCS
• We wrote the RFP to
ensure requirements
spelled out Retail only,
CSM and SPC Support
must be included
• No price wars
• No UMP’s
• Concerned about our
ability during their critical
season
• Looking for 25% reduction
• Unwilling to pay for
additional services
Account Key Issues Solution Results
• Lost Store Business to
Cisco
• Unhappy with delivery
through JSD
• Convinced we did not want
their business
• Avaya not competitive with
flexible licensing models
• Inability to adjust service
rapidly for unused licenses
• Seeking reduction in OpEx
& per agent pricing model
• Unhappy with Delivery
• Need to protect account
from moving to JSD mode
• Looking for coordinated
and dedicated support
