Camille Alberico, Sr Manager Eclipse Support Chris Orr, VP Customer Support Strategy

Transcription

1 Camille Alberico, Sr Manager Eclipse Support Chris Orr, VP Customer Support Strategy 1 Monday, September 14 Tuesday, September 15 4:40 5:30 pm 2:10 3:00 pm

2 FORWARD-LOOKING STATEMENTS: This Presentation contains certain statements that may constitute forward-looking statements under the Private Securities Litigation Reform Act of These forward-looking statements may include statements regarding future product releases, future functionality, revenues, cash flows, growth prospects, installed base of customers, the launch of new products and other statements that are not historical fact. These forward-looking statements are based on currently available competitive, financial and economic data together with management's views and assumptions regarding future events and business performance at the time the statements are made and are subject to risks and uncertainties. Actual results may differ materially from those expressed or implied in the forward-looking statements. Such risks and uncertainties include but are not limited to changes in the demand for Epicor's products; the timely availability and market acceptance of new products and upgrades; the impact of competitive products and pricing; the discovery of undetected software errors; changes in the financial condition of Epicor's customers; and other factors discussed in Epicor's filings with the Securities and Exchange Commission, including Epicor s S-4 Registration Statement filed on January 11, 2012, as amended on February 10, 2012, our quarterly reports on Form 10-Q, and our annual report on From 10-K for period ending September 30, As a result of these factors the business or prospects expected by Epicor as part of this announcement may not occur. Epicor undertakes no obligation to revise or update publicly any forward-looking statements Epicor Software Corporation September 14th,

3 Measurements are key. If you cannot measure it, you cannot control it. If you cannot control it, you cannot manage it. If you cannot manage it, you cannot improve it. Harrington Epicor Software Corporation September 14th,

4 Customer Survey Results Value Add Factors Key Drivers Correlation between satisfaction with an attribute and likelihood to recommend Low Priority Factors Basics Average importance of attribute Epicor Software Corporation September 14th,

5 4.1% 3.5% 1.9% Resolution Time 4.5% Communication - Timeliness 16.9% 4.8% Other Knowledge Level 5.1% Bug Fix Turnaround Time 14.6% Efficiency 5.4% Communication - Method 6.7% Documentation 12.4% Consistency 7.6% Price / Value 12.4% Professionalism Data from VoC 2014/15 survey, based on 314 Support sub-categorisations of replies to the question What is the single biggest change you suggest we make to improve your overall Epicor experience?. Responses categorised by account owner Epicor Software Corporation September 14th,

6 Customer Feedback Oracle/Customer Portal Cumbersome Improve Initial Response Time Improve Resolution Time Closure of Service Requests Before Customer is Satisfied Support Agents Knowledgeable of New Feature/Function When GA Differences in Response Time for Different Support Contact Methods Support Agent Feedback Oracle Support System Difficult To Use Staffing After Hours Coverage Particularly For Small, Specialized Teams Improve Overall Communication Of Service Requests Statuses Balance Priorities between Customer Emergency Situations and Routine Support Activities Anticipate and Design for Spikes in Volume to Minimize Backlog Improve Ability to Support New Release Content AND Old Release Content 2015 Epicor Software Corporation September 14th,

7 EpicCare is a newly launched corporate initiative to transform Epicor Support Adopt Standardized Processes Harmonize with Best Practices Across Epicor Implement a New Support System Eclipse Needs Are In the Forefront and We Expect to Be an Early Adopter 2015 Epicor Software Corporation September 14th,

8 Two Year Multi-Million Dollar Investment in Customer Support Project Commissioned in July of 2014 Designed to leverage modern support innovations More closely link support, product management, development, and support together 2015 Epicor Software Corporation September 14th,

9 SERVICE DELIVERY Current Epicor Support Model 0 Knowledge Base SupportD esk Epicor P21 Eclipse Heritage Application Application Application Application Partner Partner Partner Partner Technical Technical Technical Technical 3 Development Field Dispatch OPTIMIZED SERVICE DELIVERY 0 Planned Support Model Self Help & Self Heal 3 2 Software Specialists 1 Support Desk Development SERVICE MANAGEMENT Applied Analytics Problem/ Release Mgt Execution Mgt Fractionalized No End-to-End View Disparate Supply Chain Incongruent Goals No incentives to drive issues down to a lower level Cross-Team Collaboration Difficult at Best All Support levels linked with Service Management Processes Shared Mission to Drive Collaboration Across Support Supply Chain Intensely Focused On Continuous Improvement At Each Component And Throughout Entire Delivery Chain 2015 Epicor Software Corporation September 14th,

10 Marketing SFA Support/SLAs/Field Service ERP-A ERP-EMEA ERP-APAC RDG Quoting (by platform) EQC/Excel EQC/Excel EQC/Excel EZQ/Excel Partners ECS View Oracle Field Paging /Spares Mgt FMP Field Service IB/Assets Service Contracts Billing Guardian Guardian 2015 Epicor Software Corporation September 14th,

11 First Contact Resolution yields a very satisfied customer 98% of the time Customers will tolerate resolution times up to a couple of days Incidents come in spurts, there is no such thing as a meaningful average incident arrival rate and you must anticipate and design for spikes Customers are increasingly expanding globally and require global support There is too much functionality and complexity in the Epicor portfolio to depend on one size fit s all support reps Getting the right incident to the right support rep is a key challenge Customers must be provided choices for the support they want and the way they want to engage The ultimate goal is to eliminate incidents all together Irrespective of where the incident is served the experience MUST be consistent It is the aggressive application of technology, analytics, people know-how, and execution that differentiates one end user experience from the other 2015 Epicor Software Corporation September 14th,

12 Consolidated Common Service Platform ServiceNow Platform Modernized Processes Resolution Optimization Shared Services Model Service Standardization Built on a Service Management Foundation Common (Consistent) Process Framework Business Service Catalog Customer Experience Management Customer Service Portal 2015 Epicor Software Corporation September 14th,

13 Figure 12 Gartner 2014 Magic Quadrant for ITSM Tools Figure 13 Forrester 'Q Wave

14 Support Management BUSINESS DASHBOARDS APPROVALS & NOTIFICATIONS Customer SERVICE CATALOG SERVICE ORIENTED WORKFLOW REPORTING & ANALYTICS Epicor Support SEARCH KNOWLEDGE SERVICE RECORD COLLABORATE UPDATE SERVICE STATUS ASSIGN & TRACK WORK KPI DASHBOARDS 2015 Epicor Software Corporation September 14th,

15 PLATFORM FEATURES Customer Experience Resource Management Service Processes Customer 360 Self-service Web Skills & Availability Case Management Customer, Partner, Contact Chat / Live Feed Agents & Groups Work Management Products and Services Call Center Routing & Assignment Customer On-boarding Contracts and Entitlements Epicor Asset Management Service Catalog License Management Customers PLATFORM SERVICES Dashboard & Analytics Mobile / GPS Collaboration Service Level Management Configurable UI Scripting Visual Workflows Knowledge Base Web Services Templates Alerts / Notifications Surveys Data Integration Role-based Security Search Content Mgt System SERVICE AUTOMATION PLATFORM Single Architecture Shared Resources Single Data Model Custom App Dev 2015 Epicor Software Corporation September 14th,

16 A Single, Scalable System and Common Delivery Processes, Used Across the Organization (Replaces Oracle) Improved Service Level Target Achievement, Entitlement Validation Activities, and Compliance Reporting A Common Customer Configuration Information Framework New Customer Portal with Customer-focused Self-help and Self-service Capability Improved Visibility, Transparency, Collaboration, and Analytics Across the Organization 2015 Epicor Software Corporation September 14th,

17 NOTE: The final design will almost certainly be different than this rendition 2015 Epicor Software Corporation September 14th,

18 Goals & Requirements Implementation Partner Selection & Planning Base Implementation Jul Nov Mar 2015 Jul Nov Mar 2016 Jul Platform Selection Today Process & System Design Phased Rollouts Requirements Discovery 17.8 wks Platform Selection 21.4 wks Implementation Partner Selection 17.6 wks Implementation Planning 17.2 wks Platform Implementation 48 wks Rollout to Customers 30.4 wks Epicor Software Corporation September 14th,

19 Housecleaning When was the last time you updated your isupport Contacts List? 2015 Epicor Software Corporation September 14th,

20 2015 Epicor Software Corporation September 14th,