Regulation Fair Disclosure

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Regulation Fair Disclosure

• Confidential Information
• Information disseminated this week is privileged,
  Segue-confidential information and not for public
  disclosure
• Confidential information given to CAC members is
  provided under NDA
• Please be sure you have turned in your signed NDA

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Agenda Review

• Andre Pino, Chief Marketing Officer

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Agenda

• Friday, November 4
• 830 am Breakfast Pre-Function Foyer
• 900 am Agenda Review Joyce
• 930 am Product Break-Out Sessions
• Session 1 Functional/ Regression
  Testing Wilde
• Session 2 Performance
  Management Yeats
• 1145 pm Lunch Living Room
• 1245 pm Meeting Concludes Living Room

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Ian McLeod, Sr. Vice President , Products
Segue Technical Support Center of Excellence
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Moving From Support to Excellence
Technical Support gtgtgtgtgtgt Center of
Excellence Past Present Future
Service Delivery
Customer Focus
SQO Success
Customer Satisfaction
Thought Leadership
Tele-support
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Belfast Team

• Segue, Northern Ireland formed January 1999
• 31 employees
• Delivering world-class technical support for gt6
  years
• 3 Specialist Teams
• Performance Management
• Test Management
• Contact Support Team
• Maintenance renewal rates up 24 in last three
  years

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People Product Specialists

• Deliver specialist technical services (sales,
  support, consulting, training, internal)
• Product certification mandatory for all technical
  staff
• Sharing specialist expertise across business
  functions gets the right expert to the right
  place and promotes personal career growth

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Processes Knowledge Management

• Introduce information procedures that gather,
  interpret and distribute knowledge from beginning
  to end of every customer relationship
• Expert teams to assimilate build reusable
  knowledge
• Customer/partner working group to proactively
  identify, audit and report SQO Successes

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Technology Best Practices

• Case studies
• Whitepapers
• Knowledge base
• Develop SQO technology speakers/writers

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Moving From Support to Excellence
Technical Support gtgtgtgtgtgt Center of
Excellence Past Present Future
Service Delivery
Customer Focus
SQO Success
Customer Satisfaction
Thought Leadership
Tele-support
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Break-Out Sessions
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Wrap-Up
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Summary

• Anything else?
• Thank you for your time
• Thank you for allowing us to listen
• We look forward to working with you in a spirit
  of partnership!