• Program Goals • Drive Revenue / Margin• Improve Customer

Satisfaction• Rollout New ACS Programs • Improve Speed to Renewal • Increase Product Sales

• Program Results • 23 Customers in Program• Closed sales for H&R Block

and ESI for Net incremental TCV of $1.35m

• Identified $32m in AOS opportunities

• Proposed $13m in Retail/Direct from JSD/Wholesale

• Delivery Focus• Customer Feedback• Upsell Advanced Services

• Identify use of Tools / OIS • Use of proactive Alarm Tools• Move ticketing to Web

• Historical Use • Point out Anomalies • Show SLO Performance

• Revenue up by $450K• Zero Decrement• Customer Sat up

• JSD to Retail Proposal Current TCV $1.5m Proposed $4.75m

• Identified $6.2m AOS Deal

• Renewed Maintenance $xx• No Decrement• Identified $28m AOS

Opportunity

• TCV up by $916k• New 36 month retail

Contract• Customer Sat up by• Upsell of CSM

• Service Stewardship / Local Contact Monitoring

• Monthly Stewardship Mtgs.• Specialized Service Package

Incl. SPOC, SRM, CSM,PCS

• Service Stewardship Meetings

• Outlined • Specialized Service Package

Incl. SPOC, SRM, CSM,PCS

• Service Stewardship / Local Contact Monitoring

• Monthly Stewardship Mtgs.• Specialized Service Package

Incl. SPOC, SRM, CSM,PCS

• We wrote the RFP to ensure requirements spelled out Retail only, CSM and SPC Support must be included

• No price wars• No UMP’s

• Concerned about our ability during their critical season

• Looking for 25% reduction• Unwilling to pay for

additional services

Account Key Issues Solution Results

• Lost Store Business to Cisco

• Unhappy with delivery through JSD

• Convinced we did not want their business

• Avaya not competitive with flexible licensing models

• Inability to adjust service rapidly for unused licenses

• Seeking reduction in OpEx& per agent pricing model

• Unhappy with Delivery• Need to protect account

from moving to JSD mode • Looking for coordinated

and dedicated support

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

50.00%

$-

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000

Q4 FY 09 Q1 FY 10 Q2 FY 10 Q3 FY 10 Q4 FY 10 Q1 FY 11 Q2 FY 11 Q3 FY 11 Q4 FY 11 Q1 FY 12

Stewardship Customers Proposed / Closed TCV / % of Overall Business

Proposed Total Contract Value (TCV)

Closed Total Contract Value (TCV)

% of Stewardship against Overall Number

Program Start 10 Customers H&R Block & ESI Wins