Taking Service to the Next Level

1
Taking Service to the Next Level
MISSION To remain the worlds largest technical
services company dedicated to designing, building
and maintaining todays complicated network
infrastructure systemsservicing our clients of
all sizes in 141 countries throughout the world.
2
Who is Black Box?
-- Key Strategic Alliances --

• Leading Provider of Communications
• Solutions and Services
• Voice Converged Solutions
• Data Networking Solutions
• Hot-Line/Catalogue Offerings
• Customer Contact Solutions
• ProtectNet Life Cycle Services
• Remanufactured Voice and Data Products

3
At a Glance
97.2 Customer Satisfaction (Independent
Surveys) A 30 Year History of . . . Legendary
Service

• Black Box VOICE Services Coverage Map
• Sales and Service Offices
• Service Offices
• Established service partnerships

• FY2006 Revenues of 1 Billion USD
• Customer Base Exceeds 175,000
• Global Presence in 141 Countries in 168 Office
  Locations
• 5,000 Employees Which Includes Over 800 Skilled
  Customer Service Representatives

4
Solutions

• CONVERGED SOLUTIONS
• IP Telephony
• Voice Systems
• Data Networking

• Wireless Voice and Data Solutions
• Advanced Messaging
• Multi Media

• CUSTOMER CONTACT SOLUTIONS
• Contact Center Switching Platforms
• Self Service IVR Speech Recognition
• CTI (Computer Telephony Integration)
• Intelligent and Pre-Call Routing
• Media Blending/Web Enablement
• Performance Optimization

5
Canadian Customers
6
ProtecNet Services

• Customer Solutions Center
• Implementation Services and Field Delivery
• Project Management Services
• Life Cycle Services
• Voice and Data Network Monitoring
• Managed Services
• Professional Services

7
Customer Solutions Center

• 5 Locations Minneapolis, Cleveland, Houston,
  Montreal and Irvine
• Fully Redundant Centers
• Toll-Free Access Available 24x365
• WEB-Enabled Trouble Ticket Initiation and
  Tracking
• Intelligent Priority Call Handling
• Remote Diagnostics and Resolution Management
• Data Network Management
• Dispatch On-Site Resources

Average Response Time 23 Seconds

• Calls Answered by Technical Resource
• Remote Clear Average of Over 70
• Network Carrier Coordination
• VPN Access to Customers Networks
• Third Party Coordination
• Product Laboratories for Problem Identification
  and Resolution
• Specialized Product Teams With Management
  Accountability

8
WEB-Enabled

• Online Customer Service
• 24 Hour Web Access
• Up-to-Date Information
• Customer Enabled
• Status Tracking
• Trouble Reporting
• Order Tracking

9
Voice and Data Network Monitoring

• State of the Art RNOC
• SNMP Monitoring Tools
• Track Network Incidents and Performance
  Statistics
• Proactive 24x365 Remote Monitoring of Voice and
  Data Components
• Automated Fault Case Creation
• End to End Solution
• Graphical On-Line Capacity and Performance
  Reporting
• Application Troubleshooting
• Asset Management

10
Managed Services
Managed Services Technical Experts for On-Site
Engagements Remote Dedicated Services for System
Management, Moves and Changes, and Help Desk
Services Professional Service Offerings Telecommu
nications Consulting Project Management Staff
Augmentation Telecommunication System
Administration Telecommunications
Management Telecommunications Analyst End User
Help Desk
11
Field Delivery

• Field Delivery
• Resources Dedicated to Customer Care Providing
  Installation and Life Cycle Management
• Technicians
• Project Managers
• Design Consultants
• Consultant Specialists
• All Resources are Measured on
• Customer Satisfaction
• Successful, Profitable Deployment
• Productivity and Utilization

12
Professional Services

• Professional Services
• Provide Systems Integration
• and Consulting Services
• VoIP
• Unified Messaging
• Contact Center Design
• Web-Enablement
• Network Bandwidth Management
• Voice/Video/Data Convergence
• CTI (Computer Telephony Integration)
• IVR Programming/Deployment
• Application Development

13
BLACKBOX OPERATIONS ESCALATION PROCESS
MAJOR/DOWN SYSTEM
Start
By 15 Minutes
By 30 Minutes
1 Hour On Site
CUSTOMER
PRODUCT EXPERT
OWNER
FIELD EXPERT
Contacts Norstan
Qualifies case
Study case history
Case resolved
Yes
Clears case remotely
Clears case remotely
Updates status in Clarify
Yes
Yes
Updates Clarify
Updates Clarify
Close case with customer
Review closed case
Close case with customer
Close case with customer
Initiates follow up with customer
No
No
Enlist Owner
Enlist Field Expert
No
Advise owner of status
Updates status to customer / provides ETA
Update status in Clarify
Send broadcast message
Advise Branch Support Manager and plan next steps
Contact Branch Support Manager if a Field Expert
is not available
Updates status with customer
Send update broadcast message
Next level expert as required
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2 Hours On Site
3 Hours On Site
Until Completion
Branch Support Manager to be actively involved
until resolution
Case resolved
Case resolved
Yes
Yes

• Branch Support Manager and Support Process
  Manager to develop plan for recovery for
  presentation to customer The plan is to include
  
• Parts
• Back-up system
• Software
• Skilled resources

Update Clarify
Update Clarify
Close case with customer
Close case with customer
Reviews closed case
Reviews closed case
Initiates follow up with customer
Initiates follow up with customer
Case resolved
No
No
Update Clarify
Advise owner of status
Close case with customer
Update status in Clarify
Review closed case
Advise Branch Manager and plan next steps
Send final broadcast message
Branch Support Manager to go to site
Branch Support Manager to schedule follow-up
meeting with customer
Updates status with customer
Meet with customer
Send update broadcast message
15
Service Case Process
Customer
Product Expert
Field Expert
Owner
Contacts Norstan
Qualifies case
No
Study case history
Clears case remotely
Yes
Updates Clarify
Clears case remotely
Close case with customer
No
Yes
Updates Clarify
Close case with customer
Updates status to customer / Provides ETA
Enlist Field Expert
Updates status to customer
Arrives onsite / Updates Clarity
Case resolved
No
Yes
Close case with customer
Updates status in Clarify
Initiates follow up with customer if required
Reviews closed case
Updates status in Clarify
Temporary or not resolved
Plan next step / escalation
Updates status with customers
Next level expert
Case resolved
Close case with customer
Updates Clarify
Review closed case
Initiates follow up with customer if required
Press ltPage Downgt to quit
16
Black Box Technical Escalation
CustomerorRPN Call
NorstanNational Solutions Centre1-800-676-6131
MAJOR
SEVERITY
MINOR
Notification is provided to all Managers
REMOTE DIAGNOSTICImmediately
REMOTE DIAGNOSTICWithin one hour
DISPATCH COE15-30 minutes
Market Support ManagerVeronica Raos
DISPATCHCOE or BACWithin 24 hours
COE ON- SiteWithin 90 minutes
Senior DirectorDan Twidale
COE or BAC ON-SITE (No Progress) Within 2- 4
hours
COE ON-SITE (No Progress)Within 1 hour
COE Calls Market Support Manager
COE or BAC Calls Market Support Manager
17
Thank You
  Ray Kisser Account Executive BlackBox Network
Services Phone  [phone] Cell 
604-202-8002 ray.kisser_at_blackbox-vs.com