BOB CLARK | MATT BLAIR | SUNNY BHALEKAR5TEAM

[AM]

OCTOBER 15, 2009 – CG 1026 – 9:45AM

Current Scenario Selection Methodology Deployment Strategy Overview Recommendation Costs and Benefits Risks and Mitigations Implementation Timeline Conclusion

[Source. . .if applicable]Overview Approaches Recommendation Costs/Benefits/Risks

AgendaOur approach to the problem.

1

Current Situation

Haphazard customer service applications Resulting in many different individual “styles” of

resolving support calls.

Support systems nearing capacity Growth over the next few years will overload servers.

Customers are being inappropriately billed Dissatisfaction resulting from overcharging and lengthy

calls to customer service.

ATTAP faces many strategic challenges with their current approach.

[Source. . .if applicable]

2

Overview Approaches Recommendation Costs/Benefits/Risks

DemographicsChallenges that may arise during implementation.

3

High growth markets Midwest, Central, Gulf

Coast, Kansas

Business users With Power-users, our

service is at high risk

Acquisition of Kansas Estimated userbase of

70,000 customers

Overview Approaches Recommendation Costs/Benefits/Risks

Engagement GoalsDeloitte’s metrics for a successful implementation outcome.

[Source. . .if applicable]

4

ENGAGEMENT GOALS

Ensure Scalability to Future Regions

Improve Single-Call Resolution

Enhance customer experience

Adhere to ATTAP

Policies (Zero Negative

Customer Impact)

Timely Completion of All Regions (24-30 months)

Ensure operational readiness of

corporate and field employee

STR

ATE

GIC

PRO

JEC

T

Overview Approaches Recommendation Costs/Benefits/Risks

Multidimensional risk analysis

Risk can be though of as a function of many variables: ARPU Ratio of business users Ratio of young users Number of customers Number of

workstations

All risks must be quantified and considered

[Insert source here (if applicable)

5

Central Coast

Central

Gulf Coast

ARPU

Overview Approaches Recommendation Costs/Benefits/Risks

[Insert source here (if applicable)

GRO

WTH

of

CU

STO

MER

S

# of BUSINESS USERS (000’s)

21%

18%

15%

12%

9%

6%

3%

6 135 270 400 544

F

C

MW

NE

GC

CC

Customers vs. Business Users

Market Market Risk Level

Gulf Coast Medium

Central Coast Low

Central Medium

Florida Low

Midwest Med/High

Northeast Med

Regional Risk FactorsQuantifying different risks assists in choosing the pilot region.

6

Overview Approaches Recommendation Costs/Benefits/Risks

Regional Risk FactorsQuantifying different risks assists in choosing the pilot region.

[Insert source here (if applicable)

7

CU

STO

MER

S

ARPU ($)

1.5M

1M

500K

00 50 100

Customers vs. ARPU

MW

CC

C

NE

F

GC

Market Market Risk Level

Gulf Coast Low

Central Coast Low

Central Low

Florida Medium

Midwest Medium/High

Northeast High

Overview Approaches Recommendation Costs/Benefits/Risks

Regional Risk FactorsQuantifying different risks assists in choosing the pilot region.

[Insert source here (if applicable)

8

GRO

WTH

of

BUSI

NES

S U

SER

S

GROWTH of YOUNG USERS

20%

15%

10%

5%

5% 10% 15% 20%

MW

GC CC

C

NEF

Business vs. Young Users

Market Market Risk Level

Gulf Coast Med/High

Central Coast High

Central Low

Florida Medium/High

Midwest Medium

Northeast Medium/Low

Overview Approaches Recommendation Costs/Benefits/Risks

Types of ImplementationAs technologies progress, certain approaches are infeasible.

[Source. . .if applicable]

9

Big Bang Implementation

High Risk

Quick Implementation

Low Cost

Phased Implementation

Med Risk

Paced Implementation

Med Cost

Parallel Implementation

Low Risk

Slow Implementation

High Cost

Overview Approaches Recommendation Costs/Benefits/Risks

Types of ImplementationAs technology progresses, certain styles are infeasible.

[Source. . .if applicable]

10

0 1 2

2.0M

1.5M

1.0M

0.5M

Overview Approaches Recommendation Costs/Benefits/Risks

Double Pilot and Phased National Pilot at 2 low risk regions simultaneously. Phase nationally with a gap of 2 months

Tandem Pilot and Deferred Big Bang Pilot at 2 low risk regions simultaneously Next pilot at 1 high gain region Big bang nationally for remaining location

Triple Mini-bang 3 mini-bangs each consisting of 2 regions First mini-bang at 2 low risk regions

Next 2 mini-bangs will have distributed workload

[Source. . .if applicable]

Deployment ApproachesDepending on overall strategy, many approaches must be considered.

11

Overview Approaches Recommendation Costs/Benefits/Risks

Details Implement in low risk regions of Central and central coast

simultaneously Phased approach for remaining regions with a gap of two months Alternate low risk and high gain regions in the phased approach

Benefits Implementing in low risk regions will help mitigate risk of impacting

business customers Both locations together will equip the team to better implement solution

at bigger regions Phased approach will help the team get better with each phase and

lower thr risk of implementation failure

[Source. . .if applicable]

Double-Pilot / Phased Nat’lExplanation of the approach to implementation.

12

Overview Approaches Recommendation Costs/Benefits/Risks

Details Implement first pilot in low risk regions of Central and central coast

simultaneously Implement next pilot in high gain region of North east Implement using a big bang approach for the remaining regions

Benefits Implementing in low risk regions will help mitigate risk of impacting

business customers Second pilot in high gain region will help roll out services to business

customers early Two pilots will equip the team to better implement using big bang

approach

[Source. . .if applicable]

Tandem Pilot / Def. BangExplanation of the approach to implementation.

13

Overview Approaches Recommendation Costs/Benefits/Risks

Details Implement solution as 3 mini-bangs each having two regions. Implement in low risk regions of Central and central coast

simultaneously Phased approach for remaining regions with a gap of two months Alternate low risk and high gain regions in the phased approach

Benefits Implementing in low risk regions will help mitigate risk of impacting

business customers. Both locations together will equip the team to better implement solution

at bigger regions Phased approach will help the team get better with each phase and

lower thr risk of implementation failure

[Source. . .if applicable]

Triple Mini BangExplanation of the approach to implementation.

14

Overview Approaches Recommendation Costs/Benefits/Risks

The Triple Mini BangA complex scenario requires a situation specific strategy.

[Source. . .if applicable]

15

Employee ease of use Employee

ease of use

Quickly reaches Quickly reaches high gain users

Minimizes customer risk

Overview Recommendation Costs\Benefits\Risks Implementation

[Source. . .if applicable]

0

200

400

600

800

1000

1200

0 5 10 15 20 25 30 35Num

ber

of W

roks

tatio

ns in

Tra

inin

g

Month

Double Pilot and PhasedNational

Tandom Pilots and Deferred BigBang

Triple Mini Bang

Choice of ApproachTotal number of workstations updated over time.

16

Overview Approaches Recommendation Costs/Benefits/Risks

Expenditure SummaryDifferent expenses need to be taken into consideration.

[Source. . .if applicable]

17

Var Software Engineers1 Engineers / 20 Workstations

Fixed Software Engineers4 Engineers / 1 Region

Employee Training20 hours / Employee

Consultants3 Consultants – Full-time

Fixed ImplementationFixed overhead costs

Overview Approaches Recommendation Costs/Benefits/Risks

Financial OutlookAs the project progresses, gains are realized.

18

$20M

$15M

$10M

$5M

$ -5M

YEARS0

Outlays for the CSR implementation are offset

as savings are realized from increased customer

service efficiency.

1st Phase2nd Phase

3rd Phase

1 2 3

Overview Approaches Recommendation Costs/Benefits/Risks

[Source. . .if applicable]

Risks Mitigation plan

Deploying at two regions together in first mini bang increases risk of failure

Regions selected in first mini bang are low risk and a failure would have less impact on business users

High gains regions not reached out immediately

Deployed at one high gain region with low risk region to reach business customers early and at the same time mitigating the risk of scaled efforts

Number of users to be trained in the second mini-bang almost triples

2 months break between first and second mini bang gives the team time to recuperate and reorganize

Risks & MitigationRisks can potentially delay projects, causing financial loss.

19

Overview Approaches Recommendation Costs/Benefits/Risks

Implementation Timeline

[Source. . .if applicable]

0

Conclusions

The triple mini bang custom deployment approach aligns best with ATTAP’s strategic goals through: Minimal customer impact Quick deployment to business dense markets Under time deployment Appropriate change management An application that employees will enjoy

A review of the future.21

ATTAPMANAGING AUTOMATED CSR

IMPLEMENTATION ACROSS MULTIPLE REGIONS

BOB CLARK | MATT BLAIR | SUNNY BHALEKAR5TEAM

[AM]

OCTOBER 15, 2009 – CG 1026 – 9:45AM

T E A M 5 - AM October 16, 2009

Bob Clark | Matt Blair | Sunny Bhalekar

CSR

Customers

Support Staff

Management

ATTAP: MANAGING AUTOMATED CSR

IMPLEMENTATION ACROSS MULTIPLE REGIONS

ATTAP MUST OVERCOME MANY OBSTACLES IN CSR IMPLEMENTATION

Upon evaluating the current scenario facing the implementation of the new system at ATTAP,

the Deloitte team found a great opportunity for designing a customized approach to ensure the

enhancement of customer experience as well as a smooth integration with current systems. Although a

similar streamlining process had been explored in the past, we feel that experienced, ongoing support is

paramount in a successful application and we will be beside you every step of the way.

Deloitte understands you face a difficult decision surrounding the various styles of integrating

web-based software into your current systems. We believe we can not only add value to current

situation, but also to your future state. Today, our team aspires to assist you in arriving at an educated

decision concerning your approach to this automated CSR implementation.

IMPROVING CUSTOMER SUPPORT

Customers will experience more timely,

satisfactory support after implementation of the new

system. By increasing the efficiency of issue

resolution, ATTAP is able to solidify brand reputation

through its public image. Upon modifying your online

presence to incorporate an online issue resolution

portal, you will be mitigating potential customer churn

with quick, simple service.

By standardizing billing procedures, you are also mitigating potential risks for inappropriate

billing schemes. These subscriptions not only result in an extra call to customer support, but also in

extreme amounts of revenue loss by mistakenly providing the wrong services.

DECREASING RELIANCE ON SUPPORT STAFF

As the efficiencies of the new CSR system are realized through a reduction in calls to the service

center – ATTAP will see decreases in payroll. An automated interface for standardizing service calls and

ensuring the proper application of different protocols, ATTAP can make more effective use of

potentially reduced support staff. Through scalable expansion procedures, you will see significant

simplification of implementation to newly acquired service areas (e.g. Kansas).

PROGRESS REPORTING TO ENHANCE MANAGERIAL ABILITIES

While the Deloitte implementation team works on this project, you will receive reports

documenting the timely achievement of checkpoints. A primary goal of this engagement is to ensure

quality support throughout each step of this process. We believe project management is of utmost

importance throughout our engagement with your organization.