The document discusses best practices for measuring critical support metrics. It provides examples of how two companies, Enterasys Networks and CallSource, used Salesforce to improve their customer support. Both companies saw increases in customer satisfaction and agent productivity by defining clear goals, implementing the right metrics, and ensuring their support teams had access to the necessary customer information. Call deflection rates, case closure times, and internal support requests all improved after implementing Salesforce.

1. Best Practices in Measuring Critical Support Metrics Mike Ferris, Astadia Cheral Stewart, CallSource Chet Chauhan, Salesforce.com Track: Service and Support

3. Michael Ferris Sr. Project Manager [email_address] Former Director of Service Technology Enterasys Networks Global Technical Assistance Center

5. Demonstrating Value in CRM Recent research indicates 55% of all CRM deployments are service and support related -- Partner with Sales & Finance Set Benchmark Targets Early in the Program Link Cause & Effect Relationships Increase Execution Velocity Choose Metrics Relevant to Strategic Objectives

12. Global Technical Assistance Center Hold Time (Minutes) Q2 FY06 Abandon Rate (%) Talk Time (Minutes) 1 st Contact Closure (24hrs.) (%) Operational Performance Metrics Case Closure Post 24 Hours (Days) Escalation Duration (Total Days) 0.42 5.8% 49% 11.2 47 Percentage of Cases Resulting in RMA 15.6% Cases by Origin – Electronic Contact 12,944 3,622 Q1 FY06 42% 10% 36 13,321 2,796 5.4% 12 0.50 Cases by Origin – Phone Customer Satisfaction (Transactional Surveys) 15 18 Escalation Mean-Time-to-Identify, MTTI (Days) 10 10.3 FY06 Targets 2 4.2% 13 55% 7 <90 10 <20% - 40% of Contact Volume        Q3 FY06 0.44 5.8% 53% 12.3 29 13% 11,855 4,783 16 11.3 85% 91.2% 90.1% 92.0% * Illustrations are not Enterasys specific

15. Cheral Stewart CRM Administrator CallSource [email_address]

19. Some Metrics That Were Important to Us Metric Before Calls were resolved during the initial call (One and Done Rate) 15% E-mails per day 300 e-mails Percentage of Cases closed in 48 hrs Unknown No. of calls from internal staff to Customer Care Unknown

20. CallSource Case Record Type List

21. Case Report

22. Case and Solution Dashboard

24. Solution Categories

25. CallSource Case Process Flow

27. Results Metric Before After Calls were resolved during the initial call (One and Done Rate) 15% 45% E-mails per day 300 e-mails 30-50 e-mails Percentage of Cases closed in 48 hrs Unknown 62% No. of calls from internal staff to Customer Care Dropped by approx 50%

29. Mike Ferris Cheral Stewart CallSource Chet Chauhan salesforce.com QUESTION & ANSWER SESSION Astadia