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© Copyright IBM Corporation 2003PartnerWorld Contact Services

EMEA, Greenock Service Centre

Introducing PartnerWorld Contact Services

Frank Cromack:

Manager,

EMEA PWCS

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PartnerWorld Contact Services


What is the role of PartnerWorld Contact Services ?

To provide a single point of contact for all types of IBM Business Partner by phone and e-mail, and to assist BP facing IBM employees

To answer as many BP requests at "First Access" as possible

To take ownership of requests that require escalation or assistance from other IBM departments

To compliment IBM's web based BP information sources, to assist in navigation and to increase usage of web resources

To handle each request to the satisfaction of the requester

To provide administration support for registering new BPs


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What languages do we support ?

Native language support for English, French, German, Italian, Spanish, Dutch, Danish, Swedish, Norwegian, Finish, Czech, Russian, Slovakian, Hungarian, Polish, and Slovenian for both e-mails and phone calls ( 21 countries via a local country telephone number)

Support for Israel*, Turkey*, Greece* and Portugal with local access numbers in English.

In addition to the core twenty one countries PartnerWorld Contact Services provide support, already requests have been received from another fifty-seven countries in EMEA in 2004: from Algeria to Zimbabwe

* Planned launch on 25th October 2004


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How well is PWCS performing ? PWCS handled over 125,000 calls, 20,000 e-mails and made 13,000 outbound calls to Business Partners2004 so far 58,740 calls, 14,768 e-mails and 11,155 outbound calls handled

First Access Resolution at 72.9%, year-on-on-year increase of 12.7% (versus target of 65%2004 to date FAR is 71.7% (excluding techline calls 83.6% )

BP Satisfaction ended YTD on 84.2 %, an increase of 5.2% from start of 20032004 to date BP Satisfaction is 85.5% (sample size of 834 surveys)

Average speed of answer 9 seconds for inbound calls

E-mail requests average response time of 1 hours 41 minutes

2004 drive to web rate of 19.8% showing link between PWCS and BP web resources support

PartnerWorld Contact ServicesPartnerWorld Contact Services


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What sort of queries can PartnerWorld Contact Services help with ?

1. Providing assistance with ID / PW issues BP’s experience when accessing web-based tools and resources

2. Advise on PartnerWorld program benefits, membership requirements, membership levels and how to join

3. Certification requirements, how to register for courses, how to report certifications, links to learning services and testing centres

4. Support in accessing pre-sales technical support, advise on Passport Advantage software banding, and information on evaluation / demonstration software, as well as hardware leasing schemes5. Questions on the new trackless PartnerWorld and new Partner Profile System, which will become the main BP database



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EMEA e-mail: [email protected] URL: www.ibm.com/partnerworld/contact

EMEA Region Country Local Telephone number Opening hours (local time)

Central Austria 01245925910 8.00 am - 5.30 pm

Germany 01803246256 8.00 am - 5.30 pm

Switzerland 0844803030 8.00 am - 5.30 pm

Nordic Denmark 45233277 8.00 am - 5.00 pm

Finland 094596400 9.00 am - 6.00 pm

Norway 66998353 8.00 am - 5.00 pm

Sweden 087935008 8.00 am - 5.00 pm

North Ireland 018159597 8.00 am - 5.30 pm

Netherlands 0205135155 8.30 am - 5.30 pm

United Kingdom 01256344500 8.00 am - 5.30 pm

West Belgium 022253535 8.30 am - 5.30 pm

France 0810801426 8.30 am - 6.00 pm

South Italy 0270316105 8.30 am - 6.00 pm

Spain 901200700 8.30 am - 6.00 pm

Portugal 800 880336 * 9.00am - 6.30pm

Turkey 00800 44 882 5308 * 10.00 am - 7.30 pm

Greece 00800 4414 5307 * 10.00 am - 7.30 pm

Israel 1800 944 7858 * 10.00 am - 7.30 pm

CEMA Czech Republic 844 111 163 8.30 am - 5.00 pm

Hungary 0640200597 8.30 am - 5.00 pm

Poland 0801131404 8.30 am - 5.00 pm

Russia 09052586383 9.00 am - 5.30 pm

Slovakia 0850111172 8.30 am - 5.00 pm

Slovenia 014796886 8.30 am - 5.00 pm

Rest of EMEA International line +44 1475 557060* 8.00 am - 5.30 pm (UK time)

PWCS 2004 Phone and Opening Information

* English only

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