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FOCUS ON THE CUSTOMERSupport without SLA

Based on the EPAM – ZOETIS partnership

ROMAN VITYK – EPAM SYSTEMSAARON HAYDO – ZOETISAUGUST 4, 2015

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AGENDA

EPAM Systems – ZOETIS partnership1

Service footprint and Support Team statistics

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3 keys to success to build a strong support team, which resulted in a great relationship with the customer

a. No SLA in placeb. Communication with us is simplec. Focus on the client

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Q&A4

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BEGAN PARTNERSHIP ON MAY 1, 2013

ROADMAP

2015 20142013

SharePoint 2010 & 2013 Platforms build

Zoetis Partner Network

OneDrivePersonal Storage

SharePoint Community

Shared Folders Platform Support

Configuration Services

Regional performance improvements

2010 2013Legacy Team Sites

Large File & Send File Platforms Support

Retire SP 2010 Environment

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2

1

3

SERVICE FOOTPRINT

INFRASTRUCTURE

• SharePoint:5 SharePoint Farms (2010 and 2013); SharePoint Online; > 60 production databases

• File Sharing:> 40 file servers globally; > 100 TB storage capacity

• Document Management: Cloud provider; Integration tools

CONTENT

• SharePoint:> 1000 site collections; > 4 million documents; > 2.5 TB content databases

• File Sharing:> 35 TB migrated Pfizer content; > 17 TB net-new content

• Document Management: 500,000 controlled documents; ~50 document types

OTHER

• Enterprise search platform indexing > 8 million documents from SharePoint and File Shares

• Key sites (The Zone, BT for ME) supported in 8 core languages

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TICKET COUNTS OVER TIME

Platform support– Monitor environment / respond to issues– Engineering / architecture– Troubleshoot for other infra. groups– Code deployment– Install patches/upgrades/third-party

components– Development

End-user support– Basic request fulfillment– How-to regarding SharePoint– Consulting– Light development

Current trend is >800 tickets/monthJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul

2014 2015

0

200

400

600

800

1000

1200

1400

Ticket Count by Month by Assignment Group

Veeva Vault Shared Folders SharePointSharePoint Advancerd BT4ME SharePoint Online

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DAYS TO RESOLUTION

1 3 7 14 31 More0

1000

2000

3000

4000

5000

6000

7000

6201

1722 1569

761421

212

Days to resolution - all resolved tickets

Days to resolution

Num

ber o

f tick

ets

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• Total number of all resolved tickets is 10886 since January’14

• 700+ tickets with resolution time 14 days

• 400+ tickets with resolution time 31 days

• 200+ tickets with resolution time > 1 month

And are your ZOETIS users HAPPY, Aaron?!

… WAIT… WHAT?!

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3 MAIN KEYS TO SUCCESS

No SLAs in place* 1

Multiple simple way(s) to communicate with the support team:

- Service Portal for everything

(BT4Me)- Community board- Community on-site

meetings- E-Mail

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Focus on the client3

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Service Level Agreement (SLA) - A formal, negotiated document that defines in quantitative and qualitative terms the service being offered to a Customer.

1. Nature of the incoming requests

2. Do everything within your power to resolve the ticket, rather than to pause the SLA timer

3. Regular updates to the client, checking the feedback

4. Internal rules for handling the tickets:

– Daily meetings with engineers– Every single ticket from every single engineer should be addressed– Escalation of high-complexity problems within the team– Knowledge sharing

5. Highly-skilled team, of course!

NO SLAs IN PLACE

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Simplify the methods for Customer Support Team communication

– Service Portal for everything (BT4Me)– Community Board– Community on-site meetings– Generic mailbox

COMMUNICATION WITH US IS SIMPLE

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1. Focus on the problem resolution, but not on the SLA timer

2. Ensure that client’s experience with you was excellent!

3. Act as a PRO! Not only from technical side.

FOCUS ON THE CLIENT

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SUMMARY

No SLA in place*1

Simplify the methods to reach you

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Focus on the client’s needs3

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Q&A

THANK YOU!

ROMAN VITYK (EPAM SYSTEMS)AARON HAYDO (ZOETIS)