1 © nokia 2004 nokia enterprise solutions 7x24 roadmap sean mcpartlin manager, nokia enterprise...
TRANSCRIPT
1 © NOKIA 2004
Nokia Enterprise Solutions7x24 Roadmap
Sean McPartlinManager, Nokia Enterprise Solutions TAC
Las Vegas – 2005
2 © NOKIA 2004
Topics
• Personal Background
• Nokia Enterprise Solutions (NES) Overview
• Current NES Support Model
• Opportunity And Growth
• 7x24 Considerations
3 © NOKIA 2004
Personal Background
• 20 years in high tech
• 5 years building and managing technical support/professional services departments
• 2 years with Nokia Enterprise Solutions • Formerly Nokia Internet Communications
• Contact Information: • [email protected]
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Nokia Enterprise Solutions (NES) Overview
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Vision
Mission
Strategic
Intent
Unleash enterprise productivity and
deliver superior end-to-end experience
Unleash enterprise productivity and
deliver superior end-to-end experience
Work goes mobile !Work goes mobile !
Become the trusted expert and leading technology provider of
mobility for enterprises
Become the trusted expert and leading technology provider of
mobility for enterprises
Nokia Enterprise Solutions
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End to End Solutions
File & Applicatio
n Servers
Employee Directory
Calendar & Scheduling
Email Server
s
Authentication Servers
DSL Cable
Private Line Internet
GSM HSCSD GPRS EDGE
WLAN
WLAN
Off campus
From any
device
Connecting people in different locations
Over variety of networks
With these Solutions
To accessThese
Corporate Infrastructure IT Assets
On campus
DeviceDeviceManagementManagement
SecuritySecurity
ContentContent
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Enterprise Mobility Building Blocks
Systems Integration
ES
Service &
Support
Mobile
Infra- Structure
Life Cycle
Mgmt
Access Networks
Security & Mobile Connectivity
Mobile Device Hardware & Software
Middleware
Voice Email & PIM Applications Content
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Current NES Support Model
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Customer Base• Reseller Essential Support
• Provide a core of support around which the Reseller adds value
• Resellers always provide the first level technical assistance through their own support center to their end users.
• Enterprise Access Support• Where the customer wishes
to have direct contact with Nokia, these End-Customer Service Packages can be offered
• Software Subscriptions• NES Applications• 3rd Party Applications
• Global Installation Services
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Support Facts
• Typical Technical Case Type:• Production issues affecting customer revenue - $$$• Upgrade/implementation• 3rd party integration• Vulnerabilities/attack• Hardware replacement
• Support Engineers Training/Skill Requirements: • Underlying network/security technology • Knowledge of various operating systems • Device fundamentals• 3rd party applications• Soft skills focus
• Call And Case Times:• Average talk time can vary from 5 min to 4 hours
• Average: 11 minutes• Resolution times can range from minutes to weeks
• Customer implementation window
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Global Support Infrastructure
Same Business Day Shipping globally & Next Business Delivery in:
• All US locations • Singapore• All EU countries
Other countries – subject to customs
Technical Assistance Centers (TAC): Level-1 and Level-2 centers operating in a follow-the-sun model
Level-1: Canada and IndiaLevel-2: Canada, UK,
SingaporeLocal Centers: China and
Japan
• First Call Final Resolution• Available 365x24x7
Product Line Support (PLS): Escalations teams located with product engineering
USA (CA, MA, PA)FinlandIndia
• Interface with Engineering• Interface with Partners
Field Service provides 4 hour or next
Business day hardware services:
• Hardware Replacement• Installation Services• Global Service
TAC coordinates and assists
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Website Features
• Knowledge Base•No call is closed without a Resolution•Available for Self-Help•Technical Bulletins & FAQs
• Add/View Cases and RMAs •Raise Cases Electronically•Track Open Cases/RMAs
• Software and Documentation Downloads
•Latest/Archive versions of IPSO•Latest Documentation
• Update Profile and set personalization
• View Latest Support Offerings
• Service Contract Centre for maintaining service agreements
•Only for Resellers and Distributors
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Review
• 3 Technical Assistance Centre’s (TAC) worldwide • Americas, EMEA, APAC
• Follow The Sun model• Single phone number in each region redirects to active TAC• Handover calls (case) • Duty Supervisor coverage
• Americas TAC staff 7x24• Disaster recovery and call overflow
• Product Line Support provides interface to engineering 7x24 for high priority cases
• DHL and Unisys used to provide global hardware services • From advanced replacement to 2 hour on site engineer
• Complex Issues Impacting Customer Revenue
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Opportunity And Growth
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Opportunities
• Customers requesting more personalized service
• Expanded support offerings and products (Mobility)
• More separation of Level-1 and Level-2 services from a delivery view
• Optimize resources at each level
• Customers expectations have grown • Expect flawless service delivery
• Remove risks from current support model • Improved disaster recovery• Continue multi-site model for added flexibility
• Partner network will grow• Both from service delivery and products supported
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Requirements
• Upgraded/Expanded PBX• Global support for and integration with other sites• Global transparency of calling queues• Remote agent access• Improved redundancy
• Second 7x24 Level-1 organizations• Key to disaster recovery• Provide level-1 services in regions covered with added flexibility
of overflow• Coordinates all hardware services• Process and technical training/certification
• Mobility and core solutions
• New Case routing process and guidelines• See related slide
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New Nokia Support Model
Product Based Self Help Web Based Self Help
Product Line SupportReactive
ServicesProactive Services
Engineering: Multi-Site and Multi-Vendor
Esc
ala
tion
Path
Hardware Replaceme
nt
Field Service
Global TAC3 - L2 TAC
Follow-the-Sun
Tra
nsa
ctio
ns
Decr
ease
Global TAC2 - L1 TAC
Follow-the-Sun
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TAC Case Processing Enhancements
Fast track - Routing directly to 2nd level TAC engineer•Provided to resellers based on their business volume & performance
•Entitlement rules defined by reseller program
•WEB cases first, Phone cases later
Enhanced Call Routing – Speed & priority through 1st level TAC•Provided as a component of the Premium Access support offering
•Premium Access could be a pre-requisite for TAM
•Phone as well as WEB cases
Enterprise IT
Reseller TAC
ES 1st Level TAC
ES 2nd and 3rd Level TAC
“Extended ES 1st level TAC”
Essential
“Essential”
“Fast Track”with
Essential
Access
“Premium Access”“Essential
”
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Benefits
• Redundancy/failover for L1 PBX globally
• Highly available 7*24*365 organization
• Resource optimization
• Improvements to hardware service delivery
• Multi-site allows for flexibility • Holiday, regional volume variances, product knowledge
• Improved customer satisfaction!
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7x24 Considerations
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7x24 Considerations• Organization
• Long-term goals• The plan/expansion • Long-term commitment ($$$)
• Legal • Exit option• Contract updates and renewals• General Liability
• Marketing• Customer impact analysis• Market trends and costs• 7x24 vs. legacy support programs pricing• Considerations: Incentives and cannibalization
• Sales• Alignment and understanding costs• Aggressive service promotion
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7x24 Considerations
• Finance• Profit center vs. cost center $$$
• Development/Manufacturing• 7x24 Service level agreement (SLA)
• Logistics• 3rd party pricing considerations and involvement
• Access/Security • Local laws for staffing• Building access off hours/secure access systems
• Systems And Reporting• IT SLA – Off hour support and systems availability• Call Overflow/Failover – Call routing• Statistical Analysis – Skewed between core hours and off-hours• Procedures Development – Case handover, page outs, etc….
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7x24 Considerations
Procedures And Documentation• Case Handover
• Process outlining transitioning and monitoring of cases
• Entitlement (Off-Hour)• Steps taken when a customer calls in without support• Sales involvement
• Return And Repair (Off-Hour)• Outline delays or issues associated with off-hour replacement
• Management Availability• Page outs
• Development/Manufacturing Contact (Off-Hours)• Page-outs• Accessibility