Upload
stuart-neal
View
218
Download
3
Tags:
Embed Size (px)
Citation preview
Colorado Colorado Springs Springs CustomerCustomerSupport Support CenterCenter
Colorado Colorado Springs Springs CustomerCustomerSupport Support CenterCenter
Welcomes . . .
State & Local Government Executives
Customer Support Center Customer Support Center OverviewOverview
Customer Support Center Customer Support Center OverviewOverview
Gerry Abdella Gerry Abdella Director, Director,
North America Customer Services North America Customer Services
Service Delivery Service Delivery
Gerry Abdella Gerry Abdella Director, Director,
North America Customer Services North America Customer Services
Service Delivery Service Delivery
Did youDid you know know??Did youDid you know know??
LeaderLeader in in High AvailabilityHigh Availability
#1#1 in in High PerformanceHigh Performance technical computing technical computing
66 of of 77 supercomputingsupercomputing wins wins
power the power the 1515 largest largest exchangesexchanges
#1 #1 marketshare in marketshare in Web serversWeb servers
Market LeaderMarket Leader in in Windows 2000 deploymentWindows 2000 deployment
60% 60% marketshare with marketshare with 8-Way servers8-Way servers
#2 #2 worldwide in worldwide in PCsPCs
#1 #1 in in storage volumestorage volume shipped shipped
#1 #1 in in SANsSANs
Compaq Global ServicesCompaq Global ServicesCompaq Global ServicesCompaq Global Services
Proven experience and expertiseProven experience and expertise Global reach and scaleGlobal reach and scale Multi-vendor/multi-technology Multi-vendor/multi-technology Single point of accountability Single point of accountability Lifecycle high-availability supportLifecycle high-availability support Sense of urgency; speed of deliverySense of urgency; speed of delivery
Proven experience and expertiseProven experience and expertise Global reach and scaleGlobal reach and scale Multi-vendor/multi-technology Multi-vendor/multi-technology Single point of accountability Single point of accountability Lifecycle high-availability supportLifecycle high-availability support Sense of urgency; speed of deliverySense of urgency; speed of delivery
What we’re all about…What we’re all about…What we’re all about…What we’re all about…
3400+ Microsoft3400+ Microsoft(MSCE/MCSD) Certified(MSCE/MCSD) Certified
3112 experienced3112 experiencedNetWare EngineersNetWare Engineers
4217 experienced4217 experiencedCisco EngineersCisco Engineers
1342 experienced1342 experiencedNSK EngineersNSK Engineers
1350 experienced1350 experiencedSQL EngineersSQL Engineers
6261 experienced6261 experiencedUNIX EngineersUNIX Engineers
9566 experienced9566 experiencedNT EngineersNT Engineers
11,261 experienced11,261 experiencedOpenVMS EngineersOpenVMS Engineers
. . . and capabilities . . . and capabilities in Oracle, SCO, Nortel,in Oracle, SCO, Nortel,SPECTRUM, Tivoli, SPECTRUM, Tivoli, Computer AssociatesComputer Associates
1st worldwide 1st worldwide Prime IntegratorPrime Integrator
for Windows 2000for Windows 2000
1st worldwide 1st worldwide Prime IntegratorPrime Integrator
for Windows 2000for Windows 2000
38,000 service38,000 serviceprofessionalsprofessionals
38,000 service38,000 serviceprofessionalsprofessionals
Microsoft Microsoft Global Services Global Services
Partner of the YearPartner of the Year
Microsoft Microsoft Global Services Global Services
Partner of the YearPartner of the Year
Compaq Compaq Global ServicesGlobal ServicesCompaq Compaq Global ServicesGlobal Services ExpertiseExpertise
andandCapabilitiesCapabilities
GlobalGlobal
Worldwide Operations Worldwide Operations Management CentersManagement Centers
Worldwide Operations Worldwide Operations Management CentersManagement Centers
Business-critical services Business-critical services for uninterrupted operationsfor uninterrupted operationsBusiness-critical services Business-critical services
for uninterrupted operationsfor uninterrupted operations
Alliances withAlliances withindustry leadersindustry leadersAlliances withAlliances with
industry leadersindustry leaders
Innovative service packagesInnovative service packagesInnovative service packagesInnovative service packages
24-hour, 24-hour, 365-day support365-day support
24-hour, 24-hour, 365-day support365-day support
Services delivered Services delivered in 207 countriesin 207 countries
Services delivered Services delivered in 207 countriesin 207 countries
Telecom & FinancialTelecom & Financialindustry expertiseindustry expertise
Telecom & FinancialTelecom & Financialindustry expertiseindustry expertise
30,000 Channel30,000 Channelpartner service resourcespartner service resources
30,000 Channel30,000 Channelpartner service resourcespartner service resources
FullFullLifecycle Lifecycle SupportSupport
FullFullLifecycle Lifecycle SupportSupport
Installation & Start-up ServicesInstallation & Start-up Services Implementation ServicesImplementation Services
Architecture ServicesArchitecture Services Infrastructure Design ServicesInfrastructure Design Services
Design & ImplementDesign & Implement
Manage & Manage & SupportSupport
Availability Availability ServicesServices
Hardware & Hardware & Software Support Software Support ServicesServices
CarePaqsCarePaqsSMSM
Outsourcing & Outsourcing & Operations Operations Management Management ServicesServices
PlanPlan Pilot ServicesPilot Services Planning Planning
ServicesServices Assessment Assessment
ServicesServices IT Solutions IT Solutions
WorkshopWorkshop Total Cost of Total Cost of
Ownership Ownership WorkshopWorkshop
Compaq Global Services portfolioCompaq Global Services portfolioCompaq Global Services portfolioCompaq Global Services portfolio
More than 14,000 products from 1,000 different vendorsSingle point of contactOne phone callPerformance and interoperability
More than 14,000 products from 1,000 different vendorsSingle point of contactOne phone callPerformance and interoperability
Supporting the Palmtop Through Nonstop®Supporting the Palmtop Through Nonstop® Supporting the Palmtop Through Nonstop®Supporting the Palmtop Through Nonstop®
Securing the future… Securing the future… transforming the industry… today!transforming the industry… today!Securing the future… Securing the future… transforming the industry… today!transforming the industry… today!..“Compaq is sending a very clear signal that it will provide an unbeatable combination that couples leadership mission-critical capabilities and service,… with industry-standard technology”…
Who better to provide the services and the support than the company who developed the architecture?
Your investment in hardware and Your investment in hardware and software will be protected by software will be protected by
Compaq !Compaq !
Achieving leadership with market Achieving leadership with market leadersleadersAchieving leadership with market Achieving leadership with market leadersleaders
1600+ Compaq servers serve 10 million MSN web
users everyday
1600+ Compaq servers serve 10 million MSN web
users everyday
Awarded…Awarded…
Compaq designed, built, and manages Microsoft OnLine
Services
Compaq designed, built, and manages Microsoft OnLine
Services
First Worldwide Prime Integrator for both Microsoft Windows NT
and Windows 2000
First Worldwide Prime Integrator for both Microsoft Windows NT
and Windows 2000
Microsoft Depends on CompaqMicrosoft Depends on Compaq
Four Driving Themes for the CSCFour Driving Themes for the CSCFour Driving Themes for the CSCFour Driving Themes for the CSC
11Driven by Customer Success
22Radiate Excellence in everything we do
33
Empowered to Do what is right for the Customer44
Create a Trusting, Caring, and Supportive environment for our employees
Includes:– Remedial support
– Advisory support
– Predictive/proactive support
– On-site dispatch
– Warranty Support
– Consulting services based on a statement of work
Includes:– Remedial support
– Advisory support
– Predictive/proactive support
– On-site dispatch
– Warranty Support
– Consulting services based on a statement of work
On Hardware, Software, Networking Storage, and System ManagementOn Hardware, Software, Networking Storage, and System Management
We provide remote supportWe provide remote supportWe provide remote supportWe provide remote support
Hull, CanadaHull, CanadaHull, CanadaHull, Canada
Colorado Colorado Springs, COSprings, CO
Cypress, TXCypress, TX
North America Customer Services9,000 Customer Support Specialists9,000 Customer Support Specialists
* 6,000 Field Technicians* 6,000 Field Technicians
* 2300 Technical Support Engineers * 2300 Technical Support Engineers
* 700 Parts Logistics Manager* 700 Parts Logistics Manager
Virtual CSC
Hybrid Design
Business Excellence
..plus Remote Specialists..plus Remote Specialists
Alpharetta, GAAlpharetta, GA
Stow, MAStow, MA
Deliver Part
Customer ReplaceableUnit
Return toDepot(Portables)
Technical Courier
2nd Day or Next Day
SameDay
Central Fulfillment
Central Repair & Fulfillment
Central & LocalFulfillment
Central Fulfillment
Local Fulfillment
Direct to Customer
Ship toCustomer
CourierDispatched
Engineer Dispatched
Engineer Dispatched
Electronic Via Technician
Customer
Call Closed Off-site
Yes
Support Center
No
Close customer calls …
•Consistent w/Obligation
•Cost Effective Solution
•Maximum Customer Sat
Tiered Delivery Model
eConnecte-mail
Support Forum
Knowledge Centered Support compaq.com/support
Compaq Knowledge Centerask Compaq
Technical Reference Repository
ActiveUpdateCompaq Insight Manager
Altiris eXpressPC Transplant
ASSISTEDASSISTEDSERVICESSERVICES
eServices deliveryeServices deliveryeServices deliveryeServices delivery
CustomerCustomer
SELF HELPSELF HELP
PROBLEMPROBLEMAVOIDANCEAVOIDANCE
Web based Support Tools: Web based Support Tools: Web based Support Tools: Web based Support Tools: Compaq Support Forum - Message Board
• Email - Support & Webmaster alias’
• Downloadables - FTP/SoftPaqs
• Active Answers - Proactive Email delivery system
• PaqFax - Online Catalog
• QuickFind - Support Reference Library
• QRG - Quick Reference Guide
• CSNET - Customer Services Intranet
• CPN - Secure Extranet for Partners
• NACSC - New Customers Services Intranet
• Ask Compaq - Nature Language Search Engine
• Compaq Knowledge Center - Customer Self Help
• FAQ’s - Frequently Asked Questions
• DSN Link - Call Logging Internet Services
• DIA - Dial In Access
- IT Knowledge Repository
Foundation Elements for SuccessFoundation Elements for SuccessFoundation Elements for SuccessFoundation Elements for Success
Clear Alignment toClear Alignment toBusiness ObjectivesBusiness Objectives
Culture Matches ServiceExpectations
Strong OperationalProcesses
Motivated and Skilled
Personnel
Tools and Technology
Service Delivery Experience Service Delivery Experience Service Delivery Experience Service Delivery Experience
40+ years remote service provider 18+ years multi-vendor system and network support Internet expertise Telecom expertise Profile of a typical CSC Specialist
Bachelor’s degree 14 years in IT 11.5 years in customer service 11 years at Compaq; 7.3 years in CSC
State-of-the art toolsState-of-the art tools
– Remote diagnosisRemote diagnosis
– Symptom/ solution databaseSymptom/ solution database
– Proactive and predictive monitoringProactive and predictive monitoring
– Internet/network based tools Internet/network based tools Industry-leading electronic toolsIndustry-leading electronic tools
– Interoperability computer labsInteroperability computer labs
– AVANTO analysis toolsAVANTO analysis tools
– Health checkHealth check
– ProPatchProPatch
– Electronic Site Management GuideElectronic Site Management Guide
State-of-the art toolsState-of-the art tools
– Remote diagnosisRemote diagnosis
– Symptom/ solution databaseSymptom/ solution database
– Proactive and predictive monitoringProactive and predictive monitoring
– Internet/network based tools Internet/network based tools Industry-leading electronic toolsIndustry-leading electronic tools
– Interoperability computer labsInteroperability computer labs
– AVANTO analysis toolsAVANTO analysis tools
– Health checkHealth check
– ProPatchProPatch
– Electronic Site Management GuideElectronic Site Management Guide
What Is the What Is the Customer Support CenterCustomer Support CenterBuilding on?Building on?
What Is the What Is the Customer Support CenterCustomer Support CenterBuilding on?Building on?
300 acre site,300 acre site, built in 1986built in 1986– Two separate power grids Two separate power grids
NetworksNetworks– Every LAN segment Every LAN segment
supported by dual routerssupported by dual routers– Central switching fabric: Central switching fabric:
two GIGAswitch ATM two GIGAswitch ATM switchesswitches
300 acre site,300 acre site, built in 1986built in 1986– Two separate power grids Two separate power grids
NetworksNetworks– Every LAN segment Every LAN segment
supported by dual routerssupported by dual routers– Central switching fabric: Central switching fabric:
two GIGAswitch ATM two GIGAswitch ATM switchesswitches
Colorado Springs CampusColorado Springs CampusColorado Springs CampusColorado Springs Campus
Main Business GroupsMain Business Groups– Enterprise Storage Enterprise Storage
Customer CenterCustomer Center– Storage EngineeringStorage Engineering– eBMS - OMCeBMS - OMC– Direct PlusDirect Plus
Main Business GroupsMain Business Groups– Enterprise Storage Enterprise Storage
Customer CenterCustomer Center– Storage EngineeringStorage Engineering– eBMS - OMCeBMS - OMC– Direct PlusDirect Plus
Electrical– Automatic throw-over
switch (ATO)– Two separate lines– Transformers & bus
from City’s North Plant substation
– Emergency generator& UPS backup
Electrical– Automatic throw-over
switch (ATO)– Two separate lines– Transformers & bus
from City’s North Plant substation
– Emergency generator& UPS backup
Received over 8.5 Million calls in 2000 Received over 8.5 Million calls in 2000 - - that ‘s one every 3.7 secondsthat ‘s one every 3.7 seconds
Power Power 106 of 112106 of 112 stock exchanges stock exchanges
Customer satisfaction index = Customer satisfaction index = 89.6%89.6% Run the servers that control nearly two-thirds of Run the servers that control nearly two-thirds of
the worlds power supplythe worlds power supply
#1 #1 marketshare in marketshare in Web serversWeb servers Provided over Provided over 8 million electronic solutions8 million electronic solutions in in
20002000
TheThe FACTS FACTS . . . . . .
Compaq has been named IT Supplier of the Year by Kaiser Permanente - the world's largest not-for-profit health maintenance organization.
Compaq has been named IT Supplier of the Year by Kaiser Permanente - the world's largest not-for-profit health maintenance organization.
For the Third Year in a Row!For the Third Year in a Row!
Award winning organizationAward winning organizationAward winning organizationAward winning organization
Novell chose Compaq North America Customer Servicesto receive a Novell Service Excellence Award for 2000
Novell chose Compaq North America Customer Servicesto receive a Novell Service Excellence Award for 2000
For the Fourth Year in a Row!For the Fourth Year in a Row!
Compaq named "Microsoft Global Services Partner of the Year” 2000
Compaq named "Microsoft Global Services Partner of the Year” 2000
Compaq Receives TSANet Award for Multivendor Support ExcellenceCompaq Receives TSANet Award for Multivendor Support Excellence
For the Fifth Year in a Row!For the Fifth Year in a Row!
The “magic” is in the mixThe “magic” is in the mixThe “magic” is in the mixThe “magic” is in the mix
PeoplePeople
TechnologyTechnologyPro
cess
es
Pro
cess
es
HeterogeneityHeterogeneity
Change constantlyChange constantly
Scale explosivelyScale explosively
Transact securelyTransact securely
Anywhere, anytimeAnywhere, anytime
24 x 724 x 7
County of San Diego County of San Diego
Boston Police DepartmentBoston Police Department
State Teachers Retirement ( Ohio) State Teachers Retirement ( Ohio)
State of GeorgiaState of Georgia
Marquette UniversityMarquette University
Metro State CollegeMetro State College
City of Chicago 911City of Chicago 911
Pacificare of CaliforniaPacificare of California
City of Las VegasCity of Las Vegas
City of HoustonCity of Houston
Compaq Meets Mission Critical Compaq Meets Mission Critical RequirementsRequirements
TECHNOLOGYTECHNOLOGYDOES NOT DOES NOT HAVE HAVE POTENTIAL.POTENTIAL.
PEOPLE DO. PEOPLE DO.