Focusing on Customers, Boosting Service Cognizant’s Store Support and Service Desk CoE supports stores in all their technology and business issues in an effective and measurable manner.

• Cognizant Restaurant Solution Overview

Dedicated Expertise, Singular SupportGetting the customer experience right has never been more important for retailers and restaurants.

With consumers enjoying an abundance of choices, and business pressures intensifying on measures like same-store sales, stores need to resolve POS and back-of-house support issues faster than ever so they can focus their time and resources on helping customers.

But too often they are unable to. Stores spend excessive time dealing with secondary issues related to technology, inventory and other matters. Help-desk support is frequently inadequate. Calls go unanswered or require long hold times. After-hours support is spotty. Ineffec-tive call resolution often leads to even more calls.

It’s an endless cycle, complicated by seasonal spikes that drive up the number of calls. For in-house help desks, hiring skilled support associates is a constant challenge. Attrition is a headache. And third-party help-desk providers are often reluctant to coordinate the more complex support issues that involve multiple vendors.

The result? Increased costs and potential lost revenue when operational disruptions produce unhappy customers. At a time when retailers and restaurants are rethinking their stores and rein-venting shopper interaction, no store wants to be

stuck on hold trying to solve a POS issue as an angry customer waits for them to finish the call.

Benefitting from a Store Support and Service DeskOur Store Support and Service Desk CoE resolves support issues quickly and effectively, so retailers and restaurants can stay focused on the customer experience and revenue generation.

To our way of thinking, store support means more than answering help-desk calls. It means applying a holistic perspective to store support with the goal of ensuring the business and technology run effectively and efficiently. Not just parts of it. All of it.

POS is an essential component of your stores’ success. But so is your overall technology infra-structure, other software applications (such as those managing back-of-house/back-office equipment) and related business issues. From networks and printers to security alarms, HVAC, inventory reporting, rebates, coupon redemp-tions, time cards and loyalty cards — it’s all important to your business.

Our primary hub and service desk addresses all of your support needs. Store HVAC isn’t working? We can coordinate third-party support. POS system not reading the SKU on a customer’s coupon? Our team’s quick, effective resolution provides a

cognizant restaurant solution overview | march 2013

2cognizant restaurant solution overview

positive store experience that helps associates ensure the customer leaves happy. For every support ticket opened, we provide end-to-end case management.

We run support as a structured managed service with metrics, efficient staffing, scalable/modular technology platforms and transformative propri-etary tools.

Key Competitive Advantages With our Store Support and Help Desk CoE, stores gain five critical competitive advantages:

• Retail expertise: You gain a partner with expert understanding of retail and restaurant environments. Our dedicated team of retail store support and help-desk experts is ready to design and manage the right solution for your business. What’s more, we are experienced with leading POS/BOH systems through partner-ships with vendors such as NCR, Radiant, Red Prairie and ServiceNow, so support transfers quickly and with minimal training time.

> Our teams support 10 brands and 20,000 stores. Store support teams are located in centers based in the U.S., Latin America, Asia and Europe.

• Single point of accountability: Our service desk operates under a managed service model. Stores call one number regardless of the issue’s severity, type or vendor. Our team not only manages and reports level 1 calls, but also works with internal and external vendors on level 2 and 3 issues and ensures resolution. In the event of large-scale outages, our team manages callbacks and automated broadcasts to keep stores informed of progress.

• Flexibility: Our per-store pricing suits every kind of business, whether it’s company-owned stores or franchises, and requires no significant capital investments. When seasonal fluctua-tions and other volume spikes occur, our staff is ready to shift into higher gear and handle the additional calls.

Organizations also choose the customer-satis-faction tier that fits their needs and budgets. Our help desk offers more than a dozen ser-vice-level parameters. Some companies choose 45-second average speed of answer; others opt for our best-in-class, 30-second level. You make the choice that’s right for your store expectations.

• Global delivery: Because we deliver store support and service desk solutions from experts around the world, your organization gains global support that’s unified, consistent and multilingual. When your business is ready to grow, our support is ready to scale up with you.

• Metrics, tools and reporting: Clients gain fresh insight into system costs with our service’s easy-to-read dashboards and reports on efficiency and effectiveness. They also gain a deeper understanding of business measures such as customer satisfaction, cost per user/store and cost/ticket. Since we are a premier partner with ServiceNow, we can seamlessly and quickly deploy its industry-leading ITIL platform for your service desk.

A Winning FormulaOur clients’ success stories are the best examples of our service’s benefits. For Australia’s largest food retailer, with over $50 billion in revenue, we provided 24/7 maintenance service and support to all stores in Australia and New Zealand. The stores experienced a decrease in average per-call handle time by 50% and in team size by 25% in 18 months as a result of new knowledge-man-agement tools and modernized training. We also improved key metrics like CSAT scores through transformation initiatives in automation, process standardization, introduction of visual knowledge bases and training.

A leading coffee and baked goods chain in the U.S. partners with our team to provide its stores access to a unified service desk supporting its POS, FOH and BOH software and hardware. With our team providing ownership of all incidents — including problem tickets escalated to level 3 and third-party vendors — the stores remain focused on serving customers. As part of the engagement, we were able to deploy the ServiceNow platform within 12 weeks, onboarding more than 6,000 franchises and reducing AHT by 30% in less than four months since go-live.

How Our Service WorksOur Store Support and Service Desk CoE is built for customers — ours, and yours. With us supporting smoother operations, your stores can stay focused on providing outstanding customer experiences. Our Store Support and Help Desk offers important differentiators:

About CognizantCognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process out-sourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 156,700 employees as of December 31, 2012, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.

World Headquarters500 Frank W. Burr Blvd.Teaneck, NJ 07666 USAPhone: +1 201 801 0233Fax: +1 201 801 0243Toll Free: +1 888 937 3277Email: inquiry@cognizant.com

European Headquarters1 Kingdom StreetPaddington CentralLondon W2 6BDPhone: +44 (0) 20 7297 7600Fax: +44 (0) 20 7121 0102Email: infouk@cognizant.com

India Operations Headquarters#5/535, Old Mahabalipuram RoadOkkiyam Pettai, ThoraipakkamChennai, 600 096 IndiaPhone: +91 (0) 44 4209 6000Fax: +91 (0) 44 4209 6060Email: inquiryindia@cognizant.com

© Copyright 2013, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.

• One telephone number, one team: Our unique integrated support model offers end-to-end management of all of your support issues – business and technical. We manage tier 1, tier 2, dispatch and third-party vendor coordination. Your calls are answered 24/7.

• Flexible staffing: We cover stores’ peak staffing needs and seasonal spikes at no additional costs. We offer an industry-leading ability to scale up and reduce coverage across regions.

• Technology-driven help desk: We’re help-desk experts. Our team is experienced in all service technologies and can also bring our custom help-desk management platform to your operation. Our focus is to increase customer satisfaction and reduce overall cost through deploying transformative innovation and tools.

• Service-level approach: Transparent, real-time service reports provide store managers and others new insights on operational perfor-

mance. What’s more, our teams are committed to continuous improvement of metrics.

• Support for all business models: We support corporate and franchise store models, including co-ops.

• Flexible pricing: Our pricing model lets you choose the plan that works best for you, whether it’s cost per store, cost per ticket, or fixed cost. Your company pays no upfront capital costs.

Contact Us Our Store Support and Help Desk CoE helps your stores/franchises maintain smart, efficient and smooth operations at lower costs. Your store associates’ first priority is their customers. Our first priority is your store associates. Contact our team today so you can get back to business. Please contact Inquiry@cognizant.com for further information.