McAfee Case StudyMcAfee Case StudyThe Evolution Of The Automated Contact Center

Greg Sanders, Director Global Online ServicesApril 23, 2008

© 2007 McAfee, Inc.© 2007 McAfee, Inc.

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Agenda

• About McAfee

• Cost-Quality Paradox— Breaking the Paradox at McAfee

B ildi K l d M t C lt• Building a Knowledge Management Culture

• Driving the Online Customer ExperienceC t S i P t l— Corporate ServicePortal

• Automated services• Enhanced interactive services

Consumer Service and Support website— Consumer Service and Support website• Managed customer experience

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D li i b t f b d d tDelivering best-of-breed products and services that protect our IT systems and infrastructure

HeadquartersSanta Clara, CaliforniaS C , C

Web Sitewww.mcafee.com

EmployeesApproximately 3,700

RevenuesFY 2007: $1.308 B

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McAfee Support Mission Statement

For McAfee customers to feel

For McAfee customers to feelcustomers to feel “Confident I am

Covered”

customers to feel “Confident I am

Covered”

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McAfee Global Support Organization

15 Major Languages15 Major

Languages100+

Countries100+

Countries

120,000,000Desktops

120,000,000Desktops

1000+Professionals

1000+Professionals

100,000 Customer100,000

Customer24 x 7 x 365 24 x 7 x 365 ProfessionalsProfessionals Customer

Contacts/WeekCustomer

Contacts/WeekAvailabilityAvailability

12 000+12 000+ 30,000,000+30,000,000+250,000

CorporateCustomers

250,000CorporateCustomers

12,000+KB Articles

12,000+KB Articles

30,000,000Consumer

Subscribers

30,000,000Consumer

Subscribers

Over 5,100,000 Annual Customer ContactsOver 5,100,000 Annual Customer Contacts

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Cost-Quality Paradox

• How do you Improve Services AND Control Costs

• Tight Budgets but Expected Service Improvements— Support budgets not growing at the same rate as overall company growth— Do more with less— Catalyst for innovation

• Solution ComplexityM P d t I d C l it— More Products, Increased Complexity

— Growing Global Customers— Tough Competition

• Mission Critical Support— Technical Support for Security IS Mission Critical

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Breaking the Paradox at McAfee

• Developed Long Term Focus and Strategy— Implemented smaller projects that built on strategy – “Strategic Arcs”— Measure results to gauge successMeasure results to gauge success— Move onto the next component

• Drove Self-Service to Deliver “Assisted Service Quality”Customer diagnostic and repair tools— Customer diagnostic and repair tools

— Personalization and proactive service delivery— Diagnostic, guided search with integrated knowledge resources

• Integrated Channels for Seamless Online Experience• Integrated Channels for Seamless Online Experience— Easy escalation from self-service into support centers— Customer data delivered with Service Request

• Drove Processes that Improved the Quality of the Product• Drove Processes that Improved the Quality of the Product— Positioned Support as part of the product life-cycle— Primary driver of quality through customer information

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Building a Knowledge Culture

• Developed effective internal processes— Global Document Flow— Dedicated Global Online Services Team— Top Issue Tracking

• Clear Business BenefitsC t B fit— Customer Benefits

• Improved customer satisfaction and experience • Improved KB content through customer empowered feedback

Easy access to content customers want through top issue reporting• Easy access to content customers want through top issue reporting— Internal Benefits

• Vastly improved customer self-help solutions frees up staff for complex issues• Increased efficiency on all customer interactions leading to lower call times• Increased efficiency on all customer interactions, leading to lower call times• Consistency in documents makes locating information much simpler• Centralized knowledge leads to shortened training time and solution consistency

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9Process / Approach to Knowledge ManagementReportingSolved inKnown Issues

TS EngineerCase Closed

Known Issue? Yes

No

ReportingIncrement KB CountYesSolved in

KnowledgeBase?

No

• Tracked via our CRM system, using KB document

Found in otherLocation? Yes

No

Select“Found in

Other Area”

Reporting for Top Issues

ListWeekly Report

numbers as solutions

• Top Issues reported Weekly to Engineering and

Troubleshoot the issueDetail in Case Notes

Solve Case

Knowledge Analyst

Case Scrubs

Select“Suggest KB”

Create

Weekly Reportg gSupport

Emerging Issues

• Cases flagged for

Case Closed

Case ScrubsTop 10 Issues

Mine forNew Articles

Create Article?

Yes

Knowledge Analyst

Verify

Technical Editor Weekly A l i

Knowledge Analyst to research for potential KB articles using “Suggest KB” field

• Process Flow Chart - This process flow chart represents issues where Knowledge Analysts review flagged cases for new articles, and outlines the way we track and report on these issues. The majority of content created within the KB is startedby the technicians who talk with the customers.

VerifyWrite ArticleSend to TE

Edit ArticleStyle GuideReadability

Publish Analysis

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y

Driving an EnhancedDriving an EnhancedDriving an EnhancedDriving an EnhancedOnline Customer ExperienceOnline Customer Experience

McAfee Corporate ServicePortalMcAfee Corporate ServicePortal

© 2007 McAfee, Inc.

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McAfee’s Award Winning Corporate ServicePortalp

• Self HealingMcAfee Virtual Technician— McAfee Virtual Technician

• Self-Service— Support by Reading

K l d B FAQ D t ti• KnowledgeBase, FAQs, Documentation — Support by Seeing

• Video Tutorials— Support by Doingpp y g

• Product Updates & Downloads

• Interactive Support— Live Chat / Remote SupportLive Chat / Remote Support— On-line Case Submission &

Management

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Self Healing: McAfee Virtual Technician

Automatically Solve Issues• Convenient, automated, self-

service customer tool to analyze and resolve the mostanalyze and resolve the most commonly known problems

Improve Live Services• Customer Environment• Customer Environment

delivered with Service Request to Technician in Assisted Support

Improve The Product• Data is fed back to

engineering to ensure top i i t d i tissues are incorporated into MVT and ultimately fixed in the product

MVT resolves 45% of customer issues without need for more help

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Support by Reading: McAfee’s KnowledgeBase

• Over 10K KB Articles— Quick links to top searches

• Hot Topicsp• Recently Added Content• Common Issues

• Refine search— by product — by document type— Resolution Flows: Leading

questions to refinequestions to refine answers

• FAQs• Product Documentation• Product Documentation• Useful links

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14Support by Seeing: Video Tutorials

For Customers Who Learn VisuallyLearn Visually

• Tutorials— Top Issues— Product Demos

“How To” Guides— How To Guides— Link to Tutorial from

KnowledgeBase

N i C t• Novice Customers

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Support by Doing: McAfee Global Support Lab

An environment where Partners, Customers, Sales

Teams and Support

An environment where Partners, Customers, Sales

Teams and SupportTeams and Support Engineers, are able to train,

demonstrate and run simulated deployments on

Teams and Support Engineers, are able to train,

demonstrate and run simulated deployments on ythe most current McAfee

technology - from anywhere in the world

ythe most current McAfee

technology - from anywhere in the world

URL: http://www.mcafee.com/gsl

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“I have been using the chat support on the ServicePortal and I love it ”

Live Chat Support & Remote Assistance on the ServicePortal and I love it.”

– Norma I. Valdez, Hyatt International Corporation

Remote Assistance

• Live Chat SupportDirect from ServicePortal— Direct from ServicePortal

• Remote Assistance— Available to All Customers &

PartnersPartners• Enables faster resolution

on difficult calls• Set up time precludes

use on all calls

• Integrated into Chat Support— Allows engineer to view

callers desktop

GoToAssistMcAfee Support Chat

McAfee Support: Welcome to McAfee Support John@ corporate.com

— Option to allows engineer to control callers desktop McAfee Support: Sharing John’s

computer

McAfee Support: Your representative has arrived

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Interactive Support: Case Management

• If Self Service isn’t f l thsuccessful, then

provide seamless access to the C t t C tContact Center

• Case Management— Open Service

Request— Status Open

CasesCases— Manage Cases

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Driving Unassisted Cases OnlineCorporate ServicePortal

60000 51%

p

• Unassisted Cases Increased— 19% Q4’07 over Q4’06

40000

50000

47%

49%

19% Q4 07 over Q4 06

• Assisted Cases Decreased— 15% Q4 over Q1

C S

20000

30000

45%

• Customer Success Rate— Increased to 50% in Q4

— MVT Success Rate over 45%

0

10000

Q1'07 Q2'07 Q3'07 Q4'0741%

43%— KB Success Rate in Q4 – 49%

• KnowledgeBase— Over 10 000 Published Articles Q1 07 Q2 07 Q3 07 Q4 07

Unassisted Cases Assisted Cases Success Rate

Over 10,000 Published Articles

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Driving an EnhancedDriving an EnhancedDriving an EnhancedDriving an EnhancedOnline Customer ExperienceOnline Customer Experience

McAfee Consumer Service andMcAfee Consumer Service andSupport websiteSupport website

© 2007 McAfee, Inc.

20Consumer Technical Support Homepage

• Managed customer experience

• 3 Step process for free support options

— Automated solutions— Self-help solutions

Assisted support— Assisted support

• Branded experience— 19 languages— 100s of partners100s of partners

• Partner co-branded support

— Focused content— Assisted options based

on partner desires

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21Step 1: McAfee Virtual Technician (MVT)

• Goal— Uninterrupted customer

experience

• Challenge— MVT applet was a

popup solutionpopup solution

• Solution— Built MVT interface into

the webpage

• IntegrationMVT l fil— MVT log files are attached to case

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22Step 2: FAQs and Search

• Top level FAQs— Dynamic based on views— Ability to manually force

documents in the listdocuments in the list— FAQs open in a new

window

• Focused FAQ contentFocused FAQ content— 3 layers of drill-down— Content based on

• Region• Language• Partner

• Video Tutorials— Key links at the top of

the FAQ— Adding a Tutorial tab

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23Step 3: Chat & Email Support / Interactive Srvs

• Customer enters information and describes issue

• SR number created and communicated

— Chat / Remote link— Email form— Phone number

• MVT log files areMVT log files are appended to the SR

• Fee based services are processed by theare processed by the website

— Lower talk times

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Community Forums

• Technical Support forums

— Product specificp— Virus and Security Info— General discussions

M d t d• Moderated — 4 McAfee employees— Over 35 volunteers

• Volunteer program— Beta participation— Internal forums— Direct access to tier 3— Free product

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Driving Unassisted Cases OnlineConsumer Service and Support website

O 60% f t• Over 60% of customer issues handles via automated and self help solutions

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What’s next: 2 Year Plan• Customized customer managed experience

— Personalized wizard type of support based on customer’s issue— Integrated Supportability applets and KnowledgeBase— Detailed information captured and appended to case

• Web 2.0 Services— Support blog & podcasts

Wiki— Wiki— RSS feeds— Expanded Video Tutorials

• Build on CommunitiesBuild on Communities— Encourage a knowledge-centric customer culture through online communities

• Solutions embedded within the products— Ideal Customer Experience, whether they start in the product or onlinedea Cus o e pe e ce, e e ey s a e p oduc o o e

• Enhanced workflows through KnowledgeBase content— Offer multiple paths to find content based on customer expertise

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Thank YouThank You

© 2007 McAfee, Inc.