Proactive - Reactive Support, Which is More Important?

1. Proactive - Reactive Support,Which is More Important? Matthew Gulbranson

2. Agenda • Nokia Enterprise Mobility Solutions • Growth with Deep Pockets • More with Less • Push to become Proactive • Lessons Learned • What’s the Answer?

3. Moving to the New Nokia Drive consumer mobile multimedia Exploit mobile voice Nokia Strategy Bring extended mobility to the enterprise

4. Support functions Nokia Operational Model, January 1, 2004 Mobile Phones Multimedia Networks Enterprise Solutions Sales & Marketing and OLS Technology Business Groups divided into Business Units Research, Venturing, Shared Support Services & Platforms Entities divided into units Nokia

5. EMS CARE Delivery Structure Enterprise/Enterprise Channel Online Self Help Tools MCA Support & Prod Americas TAC EMEA TAC APAC TAC PLS Proactive Services Matthew Gulbranson Hardware Installation & Onsite Replacement Services PLS Reactive Services Product Creation

6. Importance of Support in Solution Selling Customers want Nokia “First Call- Final Resolution” Global Support and Services continues to play a major role in a solution sale

7. The Deep Pocket Years • 1999 – 2000: Nokia experienced extensive growth… • Considerable growth in our market share • Mountain View, CA TAC tripled in size • Acquisition provided a TAC in Canada • EMEA and APAC TAC’s were becoming operational • SCP certification initiative for Mountain View, CA TAC was launched late 2000 • First attempt at Proactive Services did not get off the ground

8. The Lean Years • 2001 – 2002: Doing more with less… • Early 2001 - Plans initiated to migrate Mountain View TAC to a Product Line Group. • Infrastructure was immature making migration a slow process • Support revenue and renewal increased substantially, headcount remained constant • SCP Certification transferred from Mountain View to Canada TAC • Canada passed certification 2002 • By late 2002, Mountain View was officially operating as a PLS

9. Nokia Support Model: Early 2003… Product Based Self Help Web Based Self Help Global Technical Assistance Centers Field Service Hardware Replacement Escalation Path Transactions Decrease 75% 75% Follow-the-Sun Reactive Product Line Support 25% 25% Engineering: Multi-Site and Multi-Vendor Global CRM Tool

10. What’s Wrong with this Picture? • Everyone is working to extinguish a bush fire when the entire forest is on fire! • More fires did not equal more people! • Were we (re)creating our own fires? • Did we understand customer issues? • Were we doing anything to prevent customer issues? • Customer complaints… • “Why didn’t you tell me about this problem?” • “Your release notes and known problems do not contain the detail needed to understand the problem and risk!” • “You’re providing me different answers to the same question!”

11. Proactive Plunge • 2003: We’re lean, mean and out of touch with our customers… • We needed to enhance our service: • Communication • Knowledge Management Process • Web site consistency • Feedback into product creation and support planning • Early 2003 - Plans were initiated to transform Mountain View PLS into two groups; Proactive and Reactive

12. Profile of a Proactive Engineer • Skill set of a Proactive engineer • Technology expert- Foundation we had in place • We’re already experts! • Project Management Skills • PMP certification is a goal for each Proactive Project Manager • Process Skills • Quality group has implemented training internally to address • Data Analysis - Development need • Have any idea’s?

13. Reactive Services Proactive Services Escalated cases from TAC Knowledge Base Support Site Escalate to 3rd party Proactive Communication Escalate defects to Eng. Correction delivery (CAPA) Support Planning Tasks React to Customer Escalations Prevent Customer Issues Product Line Support Service Functions TAC and other GSS Functions Product Management Engineering & 3rd Party Customers

14. New Products and Solutions Partners and Key Accounts Product Based Self Help Web Based Self Help Solution Support Model Mature Products and Solutions New Products and Solutions Mature Products and Solutions Product Based Self Help Web Based Self Help Partners and Key Accounts Global TAC Global TAC Field Field Hardware Hardware Service Service Replacement Replacement L1 TAC L1 TAC Follow Follow - - the the - - Sun Sun Global TAC Global TAC Transactions Decrease Transactions Decrease L2 TAC L2 TAC Escalation Path Escalation Path Follow Follow - - the the - - Sun Sun Product Line Product Line Reactive Reactive Proactive Support Support Services Services Services Product Engineering Product Engineering

15. Knowledge Base Support Site Proactive Communications Support Planning Tasks Strategy for 2004 • 2004 • Roll-out selective services based on customer feedback Proactive Services Reseller Newsletter Technical Account Manager Proactive Communication KB Search Knowledge Management Process Prevent customer issues 1st Half 2004 - Implement

16. Results • The extra focus on both Reactive and Proactive. Priority and resource requirements now defined by organization and job responsibilities • Metrics exist in areas we were ignoring (Knowledge Base Scorecard example) • New processes in place to drive consistency across all products • Stronger more focused relationships with important groups (Sales, Product Management, Quality, Engineering) • We now have the answers - What do our customers need? How could support help improve customer experience? Do we need to wait for the phone to ring to do something?

17. Lessons Learned • Defined metrics and targets are an absolute necessity – Difficult to define • Implement a cross functional process to bind the two groups together • We call it CAPA (Corrective Action Preventive Action) • Be prepared for the challenges of organizational change management • Knowledge Management is the foundation of Proactive Support! • All of this takes time…Expect hard work not miracles!

18. Proactive – Reactive Support, which is more important? • Both are equally important in today’s support organization • Look at your organization and budget to see how you view the importance of being Proactive. Value Nokia Support & Services Advantage Leverage Success