transforming into a solution focused global support...

1© Copyright 2006 EMC Corporation. All rights reserved.

Transforming into a Solution Focused Global Support Organization

Optimizing Global Support

Zelda Garrison-DesanyDirector – GTS Software Solutions

EMC Corporation


Executive Summary“About EMC”

– EMC Corporation Overview– EMC Customer Service Overview– The Past and Present Realities

How we support the future with a scalable strategy– The “PPT Methodology”– Five Steps of Success– The Results

Questions and Answers

Agenda

EMC Corporation


Executive Summary

In our changing world of support, EMC Corporation has deployed a strategy to meet our customers’ needs and our business objectives of providing them the best experience possible. With support operations in all major regions of the world, EMC is leveraging this model to service increasingly complex environments, driven by a support methodology, advances in technology and an ever-widening product base by utilizing language centers, resources in cost effective regions and an advanced service infrastructure. The result isEEMC's company-wide commitment to consistently exceeding our customers’ expectations for quality, service, and innovation.EMC's company-wide commitment to consistently exceeding our customers’ expectations for quality, service, innovation, and interaction.

EMC Corporation


Who we are– Products, services, and

solutions focused company– Focused on information storage

and management– 2005 revenues of $9.66 Billion– Over 26,000 employees

worldwideOur Customers

– All industries, both public and private sectors

– Company sizes range from startups to the Fortune Global 500

– Caretaker for more than two-thirds of the world’s most essential information.

Overview

“Our starting point is information lifecycle management (ILM), an IT strategy designed to help organizations get the most value possible from their information, for the lowest cost, at every point in the lifecycle of information.”-Joseph M. Tucci, EMC Chairman, President and CEO

EMC Corporation

5© Copyright 2006 EMC Corporation. All rights reserved. 5

EMC Customer ServiceGlobal Resources

– 4,900 professionals worldwide

Field Organization: ~ 3,400– Americas– APJK– EMEA

Global Technical Support (GTS): ~1,000– All geographies

Corporate Organization: ~ 500– CSI– CSM – Finance – Marketing – Operations – Partners – Serviceability– Strategy– Technology

EMC Corporation


~ 1000 Resources WorldwideGlobal Support Centers

– Main: Hopkinton, MA; Sydney, Australia; Bangalore, India; Cork, Ireland

– Satellite: Duluth, GA; White Plains, NY; Alexandria, VA; Scoresby; Australia; Tokyo, Japan

24 x 7 Support infrastructure145,000 Calls / Month~ 150 Products

Corporate Support - GTSFacts and Figures

EMC Corporation


SCP Certified 7 years in a rowMission Critical Support SSPA Star Award Recipient 4 years in a row Knowledge Management Magazine Best Practice Award for EMC Powerlink

Corporate Support - GTSA World-Class Global Support Model

Ireland Japan

Australia

SingaporeKoreaFrance

GermanyHopkinton, MA

India

South America

Training CentersWindows Competency CenterInteroperability Lab

Oracle/EMC Joint Solution CenterSolutions Centers Global Support Centers

EMC Corporation


EMC’s Mission Critical Infrastructure Portfolio

CelerraADICScalarFamily

CenteraCLARiiONDisk Library

CLARiiON Connectrix Symmetrix

iSCSI

Tiered Storage

ILM Software100+ products

Resource Managementand

VirtualizationVMware

InvistaRainfinity

SMARTS

ControlCenterStorage Insight

Documentum NetWorkerXtenders

eRoom

SRDF

TimeFinder

Red text indicates new companies’ products acquired in the last 2 years.

EMC Corporation


Our Past and Present Realities

Direct and Indirect Direct and Indirect (Channel/Partners)(Channel/Partners)

DirectDirectService Model

Enterprise to SMBEnterprise to SMB(Six Segments)(Six Segments)

EnterpriseEnterpriseCustomer Segmentation

Hardware, Software and Hardware, Software and Solution basedSolution based

HardwareHardwareService Delivery Type

Many (150+)Many (150+)‘‘HandfulHandful’’Products Supported

AllAllAllAllCustomer Industry

Range from High to LowRange from High to LowHighHigh‘Customer Touch’

GrowingGrowingLowLowCall VolumesPresentPast

EMC Corporation


Integrated support center/field service model

– Proactive remote support technology

– Telephone support– eServices– Onsite service

eServices complements assisted services

– extends EMC support tools and expertise to customers

– initiates online services seamlessly to live assistance

Remote

eServices

OnsiteGlobal Field Service Engineers

Live telephone support and automated remote support24/7

Online support resources and tools

EMC Corporation


EMC Mission Critical Support meets customer needsProactiveHighly personalizedGlobal in scopeStringent SLAsMission critical enabling infrastructureeService Support Tools on PowerlinkContinuous improvement cycle

EMC Corporation


How Do We Support the Future?

Leverage the largest assets of the Remote Support organization

– People– Process– Technology

Support them with a strategy that links the three assets to Global Technical Support

– Worldwide resources– Main and Satellite support centers– 24x7x365 Coverage– Knowledge Centered Support

“Change is the law of life. And those who look only to the past or present are certain to miss the future. “

– John F. Kennedy

EMC Corporation


People, Process, and Technology…is how EMC continues to address these challenges and meet the future.

“The PPT Methodology”

EMC Corporation


Leverage “PPT Methodology”:Step 1: Establish and set a clear direction aligned with

corporation/organization objectives Step 2: Focus on the people, your most important assetStep 3: Inspect what you expect, automate, and continuously

improve/evolve processesStep 4: Introduce and Evolve ‘Best in Class’ TechnologiesStep 5: Leverage operational and communication frameworks to tie it all

together

Five Steps to SuccessSkilled People…Tuned Processes…Better Data…Improved Execution = Increased CSAT

EMC Corporation


VisionThe GTS organization’s vision is to “Globally deliver the industry’s leading solutions support resulting in the highest levels of customer satisfaction”.

People, Process, and TechnologyStep 1: Set a clear direction

MissionWe will accomplish this vision through our people, processes and technology.


EMC Corporation


Our PeopleAttract, hire, develop and retain skilled personnel who emphasize the importance of customer satisfaction through teamwork, sense of urgency, professionalism, technical expertise and innovation.

InitiativesPersonnel Investments

– College Hire Program

Knowledge Management– Knowledge Centered Support

Training Focus– Boot Camp for New Hires– Management, Technical and Soft Skills

Mentor Program(s)– New Hire, Transfers and Promotions

Rotation Program(s)– Cross-geo, and/or Cross-functional

Individual Development Plans– For EVERY employee– ‘Getting Started’ Plan focus

90 Day Plans

People, Process, and TechnologyStep 2: Focus on the people, your most important asset

EMC Corporation


Our ProcessesDeliver quality support with emphasis on global consistency, collaboration, career development with continuous improvement.

InitiativesSun Never Sets (24x7x365) Refinement

– Turnover– Code Red

Team Collaboration– CST Productivity

Global Quality Metric Dashboards– Weekly, Monthly, Quarterly,

Yearly

Moving from VIC to Web…– Customer Viewable Text

Engineering SLA ‘frameworks’

People, Process, and TechnologyStep 3: Inspect what you expect, automate, and improve!

EMC Corporation


TechnologySurpass customer needs by implementing and leveraging leading edge tools and systemsfacilitating the delivery of support.

InitiativesExternal Technology

– WebEx– Primus/Clarify Integration– Instant Messaging

Internal Technology– Service Tools– Customer Topology (eRoom)– GTS Central (Web Forum)

Knowledge Center Support Focus– Primus Authoring/Approval

Process Standardization

Support Matrix Enhancements– eLab Navigator and SAN Advisor

People, Process, and TechnologyStep 4: Introduce and Evolve ‘Best in Class’ Technology

EMC Corporation


People, Process, and TechnologyStep 5: Leverage operational & communication frameworks

Institute Quarterly Business Reviews to review, prioritize, remove/add key initiativesEvolve the Organization Structure aligning to businessInstitute a Communication FrameworkLeverage Six Sigma methodologies to measure and manage business and initiativesContinuously benchmark against Industry Best PracticesCommunicate and Celebrate successesEmbrace the Total Customer Experience (TCE) initiative, enabling our customers to achieve a better “end to end” experience

EMC Corporation


FunctionA

GTS Triage

SLA

GTS Core

Rul

es o

f Eng

agem

ent

Functional Alignment and Co-LocationEnd to End

SustainingEngineering

FunctionB

FunctionC

FunctionD

FunctionE

GTS Triage GTS Triage GTS Triage GTS Triage

GTS Core

Rul

es o

f Eng

agem

ent

GTS Core

Rul

es o

f Eng

agem

ent

GTS Core

Rul

es o

f Eng

agem

ent

GTS Core

Rul

es o

f Eng

agem

ent





SLA

SLA

SLA

SLA

EMC Corporation


Protocols andTransports

(SAN, iSCSI, etc.)

Connectivity

Application(Resource Mgmt,Backup/Recovery…)

Storage Mgmt.Network Mgmt.

UnixWindows

Mainframe

Host Systems SW

NAS / CASCLARiiONSymmetrix

“Open”

Platforms

Functional “Skill Set” AlignmentsThe GTS “OSI” Model

Pow

erPa

th

“SA

N”

EDM

etc…

Sym

met

rix

CLA

RiiO

N

Invi

sta

RM

ECC

EMC Corporation


Customer and Employee overall satisfaction increasedBusiness has scaled to meet growing call volumes

– SLA Response times on track– Relief and Resolution Times reduced– Number of ‘handoffs’ reduced– Acquisition integration streamlined

Strategic vision supported by strategic and tactical application

The Results are the ProofCSAT, Call Volume, SLA, Resolution Times

EMC Corporation


It’s all about the CustomersCustomer Satisfaction Survey Results

Technical Skill of Support Rep

0%

50%

100%

Q1 Q2 Q3 Q4

Understanding Your Technical Environment

0%

50%

100%

Q1 Q2 Q3 Q4

50%

Q1 Q2 Q3 Q4

Overall Satisfaction

100%

0%

EMC Corporation


Complements framework leveraged for ‘integration’ of acquired technologies

– Eight service integrations completed in 2005– People, Process and Technology methodology applied for

integration focus– Scalable for global support

Enables incorporating new products, product integrations, and bundled solutions

– Functional Skill Set vs. Product Stovepipe

It’s all about One EMCAcquisition and Integration

EMC Corporation


Preparing for it now, before it arrivesHow do we do it…

and…

The Future…


EMC Corporation


Inputs Outputs

Call Handling

Standardization

Support Models

Dispatch Rate

GTS Dashboard

Create and Re-use Rate

ESAT Case types

# Cases

CST’s

Customers

Support Engineers

Training

Experience

Product Knowledge

Leverage Six Sigma MethodologiesFact-based decision-making moving forward

CSAT

IPO Diagram 1: Examination of our current Call Handling Process Flow

EMC Corporation


“Value Chain”Analyze

CallStatistics

Analyze Call

Statistics

Verify Customer

Satisfaction

Verify Customer

Satisfaction

Provide Resolution

& Track Closure

Provide Resolution

& Track Closure

Route Issue to Best Channel

Route Issue to Best Channel

Understand Issues and Concerns

Understand Issues and Concerns

Receive Customer

Call

Receive Customer

Call

Provide Input

to Eng/NPI

Provide Input

to Eng/NPI

Provide Clear Service EntitlementProvide Clear Service Entitlement Provide Input to Eng/NPIProvide Input to Eng/NPI

with Initiative Alignment

Call HandlingCall Handling

Recruiting Strategy and FocusRecruiting Strategy and Focus

TrainingTraining

CSAT ImprovementCSAT Improvement

Business MetricsBusiness Metrics

NPI ProcessNPI Process

Hyper Growth Focus Hyper Growth Focus

Cross Functional PODsCross Functional PODs

Partner IntegrationPartner Integration

Service ToolsService Tools

EMC Corporation


Expertise in multi-vendor, complex environments– Support team collaboration– Specialized support centers– Interoperability lab and tools– 550+ Cooperative Support Agreements

Proactive and pre-emptive mission critical support infrastructure– Automated remote support technology– eService support tools provide interoperability for proactive infrastructure design and

planning

Continuous improvement based on customer feedback– To meet evolving customer needs with mission critical applications and provide a best-

in-class support experience

Leading in customer satisfaction (CSAT)– EMC’s 92% overall CSAT rating exceeds 86.7% ServiceXRG 2005 industry benchmark

CSAT rating

All supported by “The PPT Methodology”

In Closing…Skilled People…Tuned Processes… Better Data… Improved Execution = Improved CSAT

EMC Corporation


Questions and

Answers

EMC Corporation


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