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Conference Presentation

The Metrics-Driven Organization

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Over the last 18 months, Brocade Support Services has implemented new tools, new processes, and TSIA Accreditation Training, and has moved to a metrics-driven organization focused on achieving world-class customer support. In particular, and as part of a continuous process improvement roadmap, the organization has focused on implementing key tools such as SFDC CRM, WorkForce Optimization (workforce management and quality management), knowledge and diagnostic tools as well as leading-edge metrics and analytics to facilitate the transformation. The transformation continues, but the results to date have been very encouraging: Employee satisfaction is at an all-time high; financially, the company has just concluded the highest revenue and gross margin quarter ever for services; customer satisfaction reached its highest level in two years; operationally, the team has achieved a 12% case deflection and $2M cost savings and is driving toward their world-class customer support vision.

Presented By:

Paul Martin

Vice President, Global Services, Brocade

Publish Date: May 7, 2013

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Peg Rodarmel, SVP, Subscription Services, Infor

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