Microsoft | EMEA Channel Partner Conference 2014 Operational Excellence Microsoft | EMEA Channel Partner Conference 2014 Let’s Break New Ground Together

Microsoft | EMEA Channel Partner Conference 2014

Operational Excellence

Operational ExcellenceMicrosoft | EMEA Channel Partner

Conference 2014

Let’s Break New Ground Together.

Simplifying Operations

Lorna Darley, Jim Wilson & Gerry Scollan & Teresa Zwarg - Comparex



We’ve heard your feedback:

Big Picture

Challenging engagement

Variable Quality

Support inefficiencies

Accuracy and speed

Readiness

Business Relationship

Online Services

Invoices

Credit Services

Turnaround Time

Communications

Rebates

Transaction Accuracy

ESA Fees

Query Manage

Programs

OAM ServiceFulfilment

Product Download

Channel Incentives

Systems & Tools

Returns

Credit Adjustments

Variable Quality“Difficult to determine which avenue to address

queries to…”

“Often orders for OLS and Azure are not processed correctly and rules are very unclear…”

“Explore.MS: - not user friendly, cluttered, bad performance - information are not easy to find…”

“The detailed answer to a request is usually received after repeatedly asking the question.…”

“Now, we should use about 10 different webtools to make business with Microsoft. Every tool has different login system, different database…”

“CLT responses are hit and miss. Standard non-complex queries are generally fine. However, the more complex queries always lack detail and information…”

“There are cases when we are send to find the information somewhere else (local LSS etc). I think we should receive a clear response for our questions.…”

“If we have a query that needs to be escalated within MS it takes too long for a resolution”



Quality in a complex environment

Complex Query Management

EA Contracting Simplification

Let’s Break New Ground Together in…


Variable Quality

Variable Quality

Accuracy and speed



Accuracy and speed



Simplicity and quality are tied

Improvement opportunities exist throughout the process

Quality in a complex environment | Current Situation

Variable Quality

Accuracy and speed



Quality inbound

• Pre-Validation

• Pre-Entry

Quality outbound

• Agent Training and Certification• Quality Dashboard• Validation Matrix – simplify rules and ‘non-negotiable’

Quality in a complex environment | Key Learnings & Implications

Variable Quality

Accuracy and speed



Quality inbound• All Partners Utilize Pre-Validation Service March FY 14• 50 % of All Pre-Validations pre-entered June FY 14• Pre-Entry expanded to include VLSC Aug FY 15

Quality outbound• Customer Re-signs <2% June FY 14• 2 Days given back per year

• First Pass Yield >92% June FY 14• 20 days given back per year

• Reduce credits for EOC errors by 30% June FY 14

Quality in a complex environment | Next Steps & Key Actions To Be Taken

Variable Quality

Accuracy and speed




Operational ExcellenceComplex Query Management | Current Situation


Variable Quality


Partner

P&F

Live Chat

PartnerSource

GetHelp

CLT

Email

CAP tool

OPERATIO

NS 11.38900 hrs23.861249+17





Complex Query Management | Key Learnings & Implications


Variable Quality






Complex Query Management | Next Steps & Key Actions To Be Taken


Variable Quality


Desired Outcome Activity Milestone

First-time query resolution Pilot for EA within UK Jan-Jun FY 14

Quality & complete answers Agent customer care training Jun FY14

Improved self-help options Self-help query tracking Feb FY14

Single Entry point On-going re-design of Access Strategy

PilotsLearning

FY14 – FY15 & beyond

Self-service options Release of self-service for • Contact Changes• Status Updates

August FY15


Operational ExcellenceEA Contracting Simplification

Competitive Landscape TodayIts Complex

Customer

VLA

Deal Desk

Pre-Val

EA SPOC

BDSG


Operational ExcellenceEA Contracting Simplification

Desired Outcome

Activity Milestone

Consolidate Contract Management

Pilot for EA within WECA & Netherlands

Jan-Jun FY 14

Single Entry point

On-going re-design

FY14 – FY15 & beyond

The Future

Contract Optimisation

Deal Assessment

Quoting Pre-

Validation +

Single

Ent

ry p

oint

One Microsoft


Operational ExcellenceSummary | Where Are We Going?

QualityFrom...Variable experience

Query ManagementFrom...Stealing your time with multiple answers

EA Contracts ProcessFrom...Complex

To...Predictable High Quality

To...Respecting your time with right first-time answers

To...Simple



© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentations. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT CONFIDENTIAL – FOR PARTNER USE ONLY. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Thank you.

Documents

Microsoft | EMEA Channel Partner Conference 2014 Operational Excellence Microsoft | EMEA Channel Partner Conference 2014 Let’s Break New Ground Together