Simplifying Operations Lorna Darley, Jim Wilson & Gerry Scollan & Teresa Zwarg - Comparex

1. Simplifying OperationsLorna Darley, Jim Wilson & Gerry Scollan & Teresa Zwarg - Comparex

2. Big Picture We’ve heard your feedback: Business Relationship Communications Variable Quality Challenging engagement Variable Quality “If we have a query that needs to be escalated within MS it takes too long for a resolution” Programs Systems & Tools “Difficult to determine which avenue to address queries to…” ESA Fees “There are cases when we are send to find the information somewhere else (local LSS etc). I think we should receive a clear response for our questions.…” Readiness Invoices “Often orders for OLS and Azure are not processed correctly and rules are very unclear…” Turnaround Time Online Services Returns Product Download “Now, we should use about 10 different webtoolsto make business with Microsoft. Every tool has different login system, different database…” Query Manage “Explore.MS: - not user friendly, cluttered, bad performance - information are not easy to find…” Support inefficiencies Accuracy and speed Credit Services Transaction Accuracy Channel Incentives “CLT responses are hit and miss. Standard non-complex queries are generally fine. However, the more complex queries always lack detail and information…” Rebates “The detailed answer to a request is usually received after repeatedly asking the question.…” OAM Service Fulfilment Credit Adjustments

3. Let’s Break New Ground Together in… Variable Quality Accuracy and speed Quality in a complex environment Complex Query Management EA Contracting Simplification Challenging engagement Variable Quality Support inefficiencies Accuracy and speed Support inefficiencies

4. Quality in a complex environment | Current Situation Variable Quality Accuracy and speed Simplicity and quality are tied Improvement opportunities exist throughout the process

5. Quality in a complex environment | Key Learnings & Implications Variable Quality Accuracy and speed Quality inbound Pre-Validation Pre-Entry Quality outbound Agent Training and Certification Quality Dashboard Validation Matrix – simplify rules and ‘non-negotiable’

6. Quality in a complex environment | Next Steps & Key Actions To Be Taken Variable Quality Accuracy and speed Quality inbound All Partners Utilize Pre-Validation Service March FY 14 50 % of All Pre-Validations pre-entered June FY 14 Pre-Entry expanded to include VLSC Aug FY 15 Quality outbound Customer Re-signs <2% June FY 14 2 Days given back per year First Pass Yield >92% June FY 14 20 days given back per year Reduce credits for EOC errors by 30% June FY 14

7. Complex Query Management | Current Situation Challenging engagement Variable Quality Support inefficiencies OPERATIONS 23.86 P&F 900 hrs 11.38 17 49+ 12 PartnerSource GetHelp Partner CLT Email CAP tool Live Chat

8. Complex Query Management | Key Learnings & Implications Challenging engagement Variable Quality Support inefficiencies

9. Complex Query Management | Next Steps & Key Actions To Be Taken Challenging engagement Variable Quality Support inefficiencies

10. EA Contracting Simplification VLA Deal Desk Pre-Val Its Complex Competitive Landscape Today EA SPOC Customer BDSG

11. EA Contracting Simplification The Future One Microsoft Contract Optimisation Deal Assessment Single Entry point Pre-Validation + Quoting

12. Summary | Where Are We Going? To...Predictable High Quality To...Respecting your time with right first-time answers To...Simple Quality From...Variable experience Query Management From...Stealing your time with multiple answers EA Contracts Process From...Complex

13. Thank you.