Service StrategiesCertification Showcase

March 18, 2004

Kevin DurioDirector, Customer Service & Support

Accounting Solutions

Best Software-Small Business Division

Key Elements of

Improved Customer Satisfaction

Results

Company Overview

North America

Company Overview

Peachtree Premium Accountingis the most comprehensive business management solutionPeachtree provides! Notonly is this new productpacked with all the advancedaccounting features found inPeachtree CompleteAccounting 2004, it alsoprovides more complex functions to meet the needs ofa growing business!

www.peachtree.com

Timeslips has been established not only as the leader in time billing software, but also as the standard by which other time billing products are measured. From its informative reports, to easy-to-use menus, to innovative features found in no other product, Timeslips 2004 helps your business becomes more efficient, your billings become more accurate, and more of your time becomes billable.

www.Timeslips.com

The #1 best-selling contactmanagement solution — used bymillions and praised by expertsaround the world. Get instant access to every contact detail tobetter manage and build your business relationships.

www.act.com

Best Software-Small Business Division

Company Overview

“At Sage, we see our business as helping small and medium-sized businesses to automate their business

processes and transactions.”

Survey Methodology & Results

Survey Methodology

Event Driven Survey

Source: Array Services Group (CareCall, Inc)

Method: Outbound phone / Email

Frequency: Daily

Survey Scale:

5 point

Confidence: 95% (+/- 3%)

Meeting Support Plan Commitment

Future Purchase / Renewal Status

Resolution Time

Access Time

Providing clear and understandable information

Courteous service

Overall satisfaction with Support

Initiatives towards Improvement

Key Initiatives Staff Motivation &

Retention

Internal Quality Programs

Advanced Training

Results / Staff Feedback

“It was evident during the 2003 SCP audit that Best Software-Small Business Division is committed to delivering a high level of Customer Satisfaction” 2003 Best Software-SB

Audit Report

Staff Motivation & Retention

Staff Motivation and Retention

2001 Staff Movement

Attrition

47%

Retention

53%

Best Software-Small Business Division

Customer Service & SupportFY 2001 Reporting

Key Driver Analysis DataKnowledge of AnalystAbility to resolve issues in one callAbility to provide clear & understandable InformationAnalysts overall handling of the callResponsiveness

Staff Motivation and Retention

Clearly communicated career path with opportunities:

Staff Motivation and Retention

Staffing by Career Path Level

48%66%

12%

46%29%

32%

28%

28%

0%

20%

40%

60%

80%

100%

120%

J an 02 J an 03 J an 04

Senior

Analyst II

Intra

Analyst I

56% 6%

Staff Motivation and Retention

Quarterly business meeting & employee awards presentation:

Quarterly key contributors in the area of Customer Satisfaction

Tuition reimbursement for continuing education

Individualized CBT Training access (ilearn.to)

Monthly & Quarterly Star Performers

Revenue Contribution

Perfect Attendance

Adherence

Quality (Observations / Satisfaction)

Call Efficiency

Star Award Criteria

Staff Motivation and Retention

53%

68% 81

%

76%

0

20

40

60

80

100

2001 2002 2003 2004

Annual Retention Rates

Internal Quality Program

Internal Quality Programs

Quality observations

o Witness eQuality

o 10 monthly observations per analyst

o Observation score weighted based on Key Drivers, staff development, and current business needs:

Criteria Wei

gh

t

Opening the Call 0%Technical Skills 51%Maximizing Business Relationship with the Customer 8%Customer Service Skills 41%Call Closing 0%

Internal Quality Programs

Scheduled bi-weekly coaching sessions utilizing observed calls

Example of call observation trend reporting:

Internal Quality Programs

(observation trend reporting continued….)

Internal Quality Programs

Team quality challenges

Internal Quality Programs

80% of support analyst team quarterly bonus based on Sat results

40% of support leadership performance portion of annual bonus based on Sat results

20%

35% 45%

Satisfaction

Results

FCRR

Individual Sat

Team Sat

Quarterly Bonus Criteria

Advanced Training

Advanced Training

Disposition of all support incidents handled

Disposition of “Help Desk” incidents logged

Satisfaction Results by Call Disposition Type

Advanced Training

Sample of courses identified & implemented:

TechSkills Curriculum

Crystal Reports Network Locking

Fixed Assets – The Refresher Inventory Costing

Advanced Fixed Assets Time Tickets

Effective Troubleshooting I Job Costing - Payroll

Effective Troubleshooting II Job Costing - Reports

Advanced Training

Sample results of focused advanced training:

Results / Staff Feedback

Results / Staff Feedback

Daily Results Reporting

Results / Staff Feedback

Improvement input directly from the support team

Results / Staff Feedback

Regular development feedback to the support team

Productivity

Quality

RevenueContributi

on

Employee Development

Focus

Balanced Performance Management Model

Results / Staff Feedback

Closing

Recognized by our customers as having made great improvements using the SCP program as a guideline.

How do we now convert recognized Customer Satisfaction into Customer Loyalty?

Support Plan RenewalsAdd-on products & services

Product UpgradesMigration Opportunities

Customer Value for the life of their

Business

Closing

Thanks for attending!