technical acct mgmt nokia

7/27/2019 Technical Acct Mgmt Nokia

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Technical Account Management & Customer

Profile Management

Stuart

Freemantle


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2 NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF

Agenda

Overview of Nokia and Nokia Internet

Communications Customer Profile Management

Technical Account Management Service Business Managers Support Measurement Tool

Support Contract Center


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About Nokia

3 Business Units

Mobile Phones Networks Ventures (Home Communications and

Internet Communications)

World leader in mobile communications

Frontrunner in providing mobile, broadbandand IP networks

Sixth most valuable brand (Interbrand)

One of the worlds most respectedcompanies(PriceWaterhouse & Financial Times)

As mobility and Internet converge,Nokia is committed to further enrichingthe daily lives of people


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Nokia Internet Communications

Major focus on security and

network performance

Strong standards foundation

Strongly tied into Nokia assecurity experts

Market leader for Firewall/VPNappliance

Number two for intrusiondetection

Large installed base

Enabling Business - Connecting Securely andReliably for Absolute Peace of Mind


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Why SCP?

Why a certification program?

Periodic Survey showed Support and Serviceswas the top motivator in building customerloyalty

Brings external view to measuring performanceand defining best practices

Why SCP?

Service Excellence - Become an industryleader in Support and Services

Experts in Support - Leverage Industry SupportKnowledge and Best Practices

Customer Satisfaction Focus Program placedCustomer Feedback as top element

Strategic Roadmap - Use as strategic roadmapfor Nokia Support


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Agenda






7/257 NOKIA Stuart Freemantle SCP.PPT / 30-06-2003 / SF

Customer Profile Management

The Nokia EMEA TAC is noted for exceptional performance in

this element that includes:

A case management system that provides support engineers

with information on the customers last satisfaction survey

score, average score to date, number of times the customer

has logged on to the support Internet site and the last Support

Website login



Customer Profile ManagementArea of Excellence



Customer Profile ManagementArea of Excellence

Indicates re-seller/direct

(Access/Essential Support)

Will highlight any specificnotes from the customersdefault profile

Will highlight any specific

company relatedinformation

Are we dealing with a firsttime caller?

Last Support WebsiteLogin

As a result of CaseClosure surveys



Agenda







Technical Account Management

The Nokia EMEA TAC is noted for exceptional performance in

this element that includes:

Having an extensive and well managed technical account

program consisting of six EMEA Service Business Managers

supporting sixty-two major distributors for which no

additional fee is charged.

Developing the Support Measurement Tool that consists of

information such as the distributors contact details, level of

Nokia accreditation, sales volume, cases currently open,

issues and actions and how the distributor provides support

to the customer;



Technical Account ManagementSCP Support Secret Candidate

Making the Service Business Manager responsible for daily

contact with the larger distributors, helping new distributors

to become effective, assisting the distributor in buying

support services but not having direct responsible for sales;

Keeping Service Business Managers in their role for atleast three years



The Role of the Service BusinessManager

To provide local (in region) Customer Services commercial,operational, and marketing support to the local sales organisation,and to pro-actively promote and manage the services offered byNokia Internet Communications to its current and future customers.

In EMEA we have six territory defined Service Business Managerscovering:

Northern Europe Central & Eastern Europe Southern Europe

Western Europe (including South Africa) This region has twoService Business Managers.



The Role of the Service BusinessManager

Service BusinessManager

Sales

Customer

TACFix


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Technical Account ManagementService Contract Center

Step-1 .. Focus on data integrity.

Step-2.. Extend visibility out to resellers

Step-3.. Extend visibility to end users.

Future.. We will be looking to offer things such as advanced profilingand personalization to allow for a better experience both on the weband from direct call in.


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Service Contract Center

The Service ContractCenter is a CustomerRelationship Management(CRM) tool which allows theNIC reseller to register,track and manage serviceagreements, as well as torequest upgrades andrenewals of their supportagreements, in aconfidential and secure

manner.


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Direct Reseller or

Distributor

Customer Service

Vantive

SAP

Customeror Reseller

Service Certificate

Key is

AgreementID

Support Order

Key is

AgreementID

Sales order

Key isAgreementID

(1) Distributor gives the

customer a service certificate

when they purchase services

(2) Distributor reports to Nokia

the service line items sold

against that service cert ificate(3) Order Admin enters in the

order each line items for

service has this agreement ID

(4) SAP to Vantive transfer brings

over the sales order line items and

links them to the Agreement

(Agreement is now ready for

customer t o register)

(5) Customer registers the service

certificate. Creates and links the

site record to the agreements and

also links in installed products by

serial numberContract

MFG

Serial Numbers

Ship Data

support.nokia.com

Direct Reseller or

Distributor

Customer Service

Vantive

SAP

Customeror Reseller

Service Certificate

Key is

AgreementID

Support Order

Key is

AgreementID

Sales order

Key isAgreementID

(1) Distributor gives the

customer a service certificate

when they purchase services

(2) Distributor reports to Nokia

the service line items sold

against that service cert ificate(3) Order Admin enters in the

order each line items for

service has this agreement ID

(4) SAP to Vantive transfer brings

over the sales order line items and

links them to the Agreement

(Agreement is now ready for

customer t o register)

(5) Customer registers the service

certificate. Creates and links the

site record to the agreements and

also links in installed products by

serial numberContract

MFG

Serial Numbers

Ship Data

support.nokia.com

Service Certificate Process


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Service Contract Center


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The Nokia Service Contract Centeris available 24 hours a day, 365 daysa year. Youre never more than a few mouse clicks away from answers,help or information to assist you in managing your service business

Summary of Benefits

Better Customer Service- The Nokia system automates the contract

creation process thus reducing administrative workload, speeding serviceactivation and improving the quality of customer information --We canserve you better and you can serve your customers better

Enhanced Visibility of Service Contracts- The online system allows youto view all contracts under support as well as those that are awaiting

registration. Youll always know the contract status and service level bycustomer and location

Improved Business Control and Management of Service Contracts-You can electronically request service upgrades, modify the location ofcontracted support and view and renew service contracts, before they

expire


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Support Measurement Tool

For Nokia Resellers and service providers, the Support MeasurementTool will include assessment of the resellers service capabilities,performance against benchmarks, contracted responsibilities andNokia Channel Program requirements. Data gathered from NokiaCRM and service systems are combined with observations of theresellers service facilities and procedures into a SupportMeasurement Tool. The Measurement Tool becomes the baselineagainst which both Nokia and Reseller performance improvementscan be measured over time.

The SMT is printed out to have a face-to-face approach at least on abi-annual basis


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N F t ithi S t M t


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New Features within Support MeasurementTool

NON-Return RMAs - Ensure that Advance Replacement goods are

returned No Trouble found How many No Fault Found cases were raised why?

Distributor Attach Rate How well are our Distributors attaching Support?

Renewal rate input How effective is our renewal offering/service?

Technical/Admin cases discrimination How many cases weretechnical/Non-technical?

Average Time To Respond per case priority How good is our Support?

Alerters Pre defined and customizable alerters

Tech Training Index What Certification is held within the organization?

Case/Contract has been updated with Case/Supported Appliance AreAgreements correctly linked?

Support Measurement Score


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25 NOKIA St t F tl SCP PPT / 30 06 2003 / SF

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