Agenda

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Steve PowerSr. Director, Order Management ServicesCisco Systems

Sameer RanabhorSr. Director,Client ServicesInfosys Limited

• Cisco Systems

• World Class Customer Service

• Initiative Vision

• Execution Strategy

• Delivery Model

About Cisco

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• #1 or #2 in all product segments

• 170 acquisitions since 1993

• FY14 Revenues -$36bn. Products and $11bn. Services, $6.3bn. R&D spend

• 71,200 global employees

• 19,000 patents

FOUNDED in 1984

NASDAQ: CSCO

$47BnFY14 Revenues

70,000Channel Partners

165Countries

Adaptable, Innovative and Scalable Solutions for The Internet of Everything

About Customer and Partner Experience [CPE]

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The operational execution hub for all Cisco solutions

• Plan and execute CPE strategy• Drive efficient world class operations and

customer focused engagement model• Accelerate adoption and operationalize new

consumption models• Optimize end-to-end capabilities

• Support field sales via various shared services• Partner to sell with the demo loan program• Drive adoption and revenue for new acquisitions /

solutions through specialized support

• Globally consistent, segmented model (incl. Global Enterprise Theater)

• Proactive business planning and operational end-to-end deal readiness

• Manage, administer partner programs and rebates

• High quality, consistent global operations support • Premier customer care support• Self serve capabilities• Consistent, repeatable and scalable operations

Americas / GETRegionalOperations

APJC RegionalOperations

EMEARRegionalOperations

Global Service Provider Operations

Global Service Delivery

Total Case Volume ~ 425K per Quarter

OM Processes Analysis: Overview

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Automated: Activities that do not require any manual intervention and are processed by system

Interactive: Activities that are performed by referencing in the system Ex: Determine Approver eligibility in Approval Matrix

Manual: Activities that are manually performed outside the system. Ex: Send notification to customer, apply or release Hold

Service Category Automated Interactive Manual

Ordering and Booking 27% 54% 19%

Order Modifications 15% 41% 44%

Logistics and Returns 24% 43% 33%

Profile Management 31% 42% 27%

Service Contract Management 47% 46% 7%

Manual, 25%

Automated, 26%

Interactive, 49%

Opportunity to automate and improve customer experience

Customer and Partner Experience

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WHAT do we need to do? HOW do we do it? Result

Business Process Automation

Inverted Triangle

Control Tower

Re-engineer and automate away the back office

Re-investment in agent skills and intelligent capabilities

Improved visibility, Scaled Expectations and Measurement

Faster and more accurate execution, reduces cost

Enhanced customer experience

Improved SLA by complexity of cases, globally consistent/locally relevant

Concept Building Blocks

Customer and Partner Experience

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WHAT functionality do we need? WHAT will it give us? Result

Intelligent Help

Intelligent Routing

Intelligent Dashboard

Self help and transparency

Ability to control the “journey” of our customer experience

Real time experience and operations management

Providing advanced active help to the users

Lets you direct specialist enquiries to specialist agents

Management by customer needs vs metrics

Functionality Building Blocks

Cost vs. Customer Experience [Cx]

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$$$ Cx

Q3FY15

ProcessAutomation

Re-engineer and automate the back-office

Q4FY15

InvertedTriangle

Reinvestment in agent skills

Q1FY16

IntelligentRouting

Ability to control the “journey”

of Cx

Q2FY16

Control Center

Improved Visibility &

Measurements

Q3FY16

IntelligentDashboard

Real Time Operations

Management

Q4FY16

End to EndOutcome Based

End to End Process

Alignment

30% reduction in operations costs over 25 months, while improving Cx

Delivery Methodology

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Architecture, Requirements, User Stories, Metrics (initial)

Scrum – Development, Test, Train, Deploy

Normalization – Bug Fixes, Rationalized Requirements

Scrum – Delivers 1 to-be process in multiple sprints

Sprints that compose a Scrum (3-4)

Wave 1

Wave 2

Wave n

WaveA wave comprises of 2 Scrums. Each Scrum, delivers 1 or more process flows in 1 final release and has 2 months of normalization support

ScrumScrum comprises of 3 or more sprints, delivers 1 or more processes and includes a final release with 2 months of normalization support

SprintIncludes User-stories, Design, Build, Unit Testing, System Testing, User Demo. UAT & BAT for previous sprints occur at top of next sprint

As-is Process vs. To-be Process – Order Expedite

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Request Initiation

Acknowledge and Assign

Case to CSR

Case Creation

CSR works on

case

Manual Validation

Submit Request

Manual Creation of Notification

Manual Track and Follow Up

Close Case

Request Initiation

Case Creation

Basic Validation Automated

Validation

Identify Manual Steps

Case Assignment

to CSR

CSR works

on case

Close Case

Submit Request

Automated Notification & Follow Up

Pega Pega SFDC Pega Pega Manual Pega PegaCSC Portal

SFDCCSC Portal

To-be Order Expedite Process

As-is Order Expedite Process

PegaManual

SFDC SFDC SFDC SFDC SFDC SFDC SFDC

Competing IT Priorities

Challenges for Cisco in the WCCS Program

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US/ Canada LSS Bundle 1

Q4 FY15Q3 FY15

LSS Bundle 1

Q1 FY16

Program Structure

OperationsBPO Partner IBPM COE

IT Delivery Change Mgmt.

$00.00 3 to 6 mos. ChangeManagement and Adoption

Rapid Time To Deployment

Self Funded Project

WCCS Team

30+ Integrations CCW

SFDCEDMS

SRM

CPR

CG1

Company CSC

CD

CPCCWCP Tool

WW

ET

Cis

co D

irec

tory

Icons

ConnectDotsQuoteFix

CCW

DSA

Promo Registry

BMW

Cust

omer

Sea

rch

Promo Registry Tool

Large Pega Implementation

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• Automation of Order Management Process

• Guided Next step for faster resolution• Enabling Customer visibility by SMS and

Email• Automation of Service schedule for Order

fulfillment• 24% reduction in average handling time• 70% reduction in activation cycle time

Leading Telecommunications Organization Had Longer Revenue Recognition Cycle

• Seamless customer experience by enabling Omni-Channel

• Digitization of Customer Vouchers for easy redemption

• Self Service for Fault analysis• Empower Customer Service

Representative by predicting Consumer Contact

• 65% increase in First Contact Resolution• 15% reduction in Consumer Contacts

Major Cpg Customer Wanted to Enhance Brand Loyalty

• Single Order Management system to handle all Orders and Exceptions

• Integrated with Selling, Technical Provisioning and Billing systems

• 20% increase in time-to-market• 50% reduction in order fallout

Leading Telecommunications Organization Had High Order Fallouts and Exceptions

Architecture – Layered, Elastic and Rationalized

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CollaborationWeb Portal

Worklist Reporting Notifications

Work Management Business Rules

Orchestration Visibility Reports On CG1 Adhoc Reports Historical Data

AnalysisReal Time Analytics

Pega Applications Oracle R12, 11i Applications Custom Apps

API, Web Services

Mobile Interface

SAP BO reports

MM

MM

MM

DEV STAGE CG1 . . . .QTCBV C3 12R SFDC

Data Hypervisors

B2B (Partners)Data Virtualization Mobility APIESB Service Deployment and Orchestration

User InterfaceLayer

Analytics / BI

ProcessOrchestration Layer

Application & API Layer

IntegrationLayer

DataLayer

Infosys Experience – Agile Implementation

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Iterative development approach

structured around four phases :

• Inception

• Elaboration

• Construction

• Transition

Agile methodology with iterative

development accomplished in very

short cycles known as "sprints“

• Vision Definition

• Project Initiation

• Enterprise Planning

• Release Implementation

• Release Retrospective

Built upon Infosys’ extensive

technology capability along with a

deep understanding of BPM and

BRMS, with special emphasis on the

design and implementation of

BPM/BRMS technology.

Brings in formalism and repeatability

to achieve predictable business

performance and faster time-to-market

Pega solutions.

Q & A

Planned Phases

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Experience Improvement Roadmap

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THANK YOU

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