1 © NOKIA 2004

Nokia Enterprise Solutions7x24 Roadmap

Sean McPartlinManager, Nokia Enterprise Solutions TAC

Las Vegas – 2005

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Topics

• Personal Background

• Nokia Enterprise Solutions (NES) Overview

• Current NES Support Model

• Opportunity And Growth

• 7x24 Considerations

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Personal Background

• 20 years in high tech

• 5 years building and managing technical support/professional services departments

• 2 years with Nokia Enterprise Solutions • Formerly Nokia Internet Communications

• Contact Information: • sean.mcpartlin@nokia.com

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Nokia Enterprise Solutions (NES) Overview

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Vision

Mission

Strategic

Intent

Unleash enterprise productivity and

deliver superior end-to-end experience

Unleash enterprise productivity and

deliver superior end-to-end experience

Work goes mobile !Work goes mobile !

Become the trusted expert and leading technology provider of

mobility for enterprises

Become the trusted expert and leading technology provider of

mobility for enterprises

Nokia Enterprise Solutions

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End to End Solutions

File & Applicatio

n Servers

Employee Directory

Calendar & Scheduling

Email Server

s

Authentication Servers

DSL Cable

Private Line Internet

GSM HSCSD GPRS EDGE

WLAN

WLAN

Off campus

From any

device

Connecting people in different locations

Over variety of networks

With these Solutions

To accessThese

Corporate Infrastructure IT Assets

On campus

DeviceDeviceManagementManagement

SecuritySecurity

ContentContent

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Enterprise Mobility Building Blocks

Systems Integration

ES

Service &

Support

Mobile

Infra- Structure

Life Cycle

Mgmt

Access Networks

Security & Mobile Connectivity

Mobile Device Hardware & Software

Middleware

Voice Email & PIM Applications Content

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Current NES Support Model

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Customer Base• Reseller Essential Support

• Provide a core of support around which the Reseller adds value

• Resellers always provide the first level technical assistance through their own support center to their end users.

• Enterprise Access Support• Where the customer wishes

to have direct contact with Nokia, these End-Customer Service Packages can be offered

• Software Subscriptions• NES Applications• 3rd Party Applications

• Global Installation Services

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Support Facts

• Typical Technical Case Type:• Production issues affecting customer revenue - $$$• Upgrade/implementation• 3rd party integration• Vulnerabilities/attack• Hardware replacement

• Support Engineers Training/Skill Requirements: • Underlying network/security technology • Knowledge of various operating systems • Device fundamentals• 3rd party applications• Soft skills focus

• Call And Case Times:• Average talk time can vary from 5 min to 4 hours

• Average: 11 minutes• Resolution times can range from minutes to weeks

• Customer implementation window

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Global Support Infrastructure

Same Business Day Shipping globally & Next Business Delivery in:

• All US locations • Singapore• All EU countries

Other countries – subject to customs

Technical Assistance Centers (TAC): Level-1 and Level-2 centers operating in a follow-the-sun model

Level-1: Canada and IndiaLevel-2: Canada, UK,

SingaporeLocal Centers: China and

Japan

• First Call Final Resolution• Available 365x24x7

Product Line Support (PLS): Escalations teams located with product engineering

USA (CA, MA, PA)FinlandIndia

• Interface with Engineering• Interface with Partners

Field Service provides 4 hour or next

Business day hardware services:

• Hardware Replacement• Installation Services• Global Service

TAC coordinates and assists

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Website Features

• Knowledge Base•No call is closed without a Resolution•Available for Self-Help•Technical Bulletins & FAQs

• Add/View Cases and RMAs •Raise Cases Electronically•Track Open Cases/RMAs

• Software and Documentation Downloads

•Latest/Archive versions of IPSO•Latest Documentation

• Update Profile and set personalization

• View Latest Support Offerings

• Service Contract Centre for maintaining service agreements

•Only for Resellers and Distributors

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Review

• 3 Technical Assistance Centre’s (TAC) worldwide • Americas, EMEA, APAC

• Follow The Sun model• Single phone number in each region redirects to active TAC• Handover calls (case) • Duty Supervisor coverage

• Americas TAC staff 7x24• Disaster recovery and call overflow

• Product Line Support provides interface to engineering 7x24 for high priority cases

• DHL and Unisys used to provide global hardware services • From advanced replacement to 2 hour on site engineer

• Complex Issues Impacting Customer Revenue

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Opportunity And Growth

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Opportunities

• Customers requesting more personalized service

• Expanded support offerings and products (Mobility)

• More separation of Level-1 and Level-2 services from a delivery view

• Optimize resources at each level

• Customers expectations have grown • Expect flawless service delivery

• Remove risks from current support model • Improved disaster recovery• Continue multi-site model for added flexibility

• Partner network will grow• Both from service delivery and products supported

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Requirements

• Upgraded/Expanded PBX• Global support for and integration with other sites• Global transparency of calling queues• Remote agent access• Improved redundancy

• Second 7x24 Level-1 organizations• Key to disaster recovery• Provide level-1 services in regions covered with added flexibility

of overflow• Coordinates all hardware services• Process and technical training/certification

• Mobility and core solutions

• New Case routing process and guidelines• See related slide

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New Nokia Support Model

Product Based Self Help Web Based Self Help

Product Line SupportReactive

ServicesProactive Services

Engineering: Multi-Site and Multi-Vendor

Esc

ala

tion

Path

Hardware Replaceme

nt

Field Service

Global TAC3 - L2 TAC

Follow-the-Sun

Tra

nsa

ctio

ns

Decr

ease

Global TAC2 - L1 TAC

Follow-the-Sun

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TAC Case Processing Enhancements

Fast track - Routing directly to 2nd level TAC engineer•Provided to resellers based on their business volume & performance

•Entitlement rules defined by reseller program

•WEB cases first, Phone cases later

Enhanced Call Routing – Speed & priority through 1st level TAC•Provided as a component of the Premium Access support offering

•Premium Access could be a pre-requisite for TAM

•Phone as well as WEB cases

Enterprise IT

Reseller TAC

ES 1st Level TAC

ES 2nd and 3rd Level TAC

“Extended ES 1st level TAC”

Essential

“Essential”

“Fast Track”with

Essential

Access

“Premium Access”“Essential

”

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Benefits

• Redundancy/failover for L1 PBX globally

• Highly available 7*24*365 organization

• Resource optimization

• Improvements to hardware service delivery

• Multi-site allows for flexibility • Holiday, regional volume variances, product knowledge

• Improved customer satisfaction!

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7x24 Considerations

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7x24 Considerations• Organization

• Long-term goals• The plan/expansion • Long-term commitment ($$$)

• Legal • Exit option• Contract updates and renewals• General Liability

• Marketing• Customer impact analysis• Market trends and costs• 7x24 vs. legacy support programs pricing• Considerations: Incentives and cannibalization

• Sales• Alignment and understanding costs• Aggressive service promotion

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7x24 Considerations

• Finance• Profit center vs. cost center $$$

• Development/Manufacturing• 7x24 Service level agreement (SLA)

• Logistics• 3rd party pricing considerations and involvement

• Access/Security • Local laws for staffing• Building access off hours/secure access systems

• Systems And Reporting• IT SLA – Off hour support and systems availability• Call Overflow/Failover – Call routing• Statistical Analysis – Skewed between core hours and off-hours• Procedures Development – Case handover, page outs, etc….

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7x24 Considerations

Procedures And Documentation• Case Handover

• Process outlining transitioning and monitoring of cases

• Entitlement (Off-Hour)• Steps taken when a customer calls in without support• Sales involvement

• Return And Repair (Off-Hour)• Outline delays or issues associated with off-hour replacement

• Management Availability• Page outs

• Development/Manufacturing Contact (Off-Hours)• Page-outs• Accessibility