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MUA Annual Conference 2007

MUA Annual Conference 2007. Support & Delivery Birmingham 2007 – September 19th. Marc Houx Director, EMEA Regional Support, Support & Delivery marc.houx@fr.lawson.com. MUA Conference 2007 - Support & Delivery. S&D Management – Status update S&D World map M3 Support achievements

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MUA Annual Conference 2007

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  1. MUA Annual Conference 2007 Support & Delivery Birmingham 2007 – September 19th • Marc Houx Director, EMEA Regional Support, Support & Delivery marc.houx@fr.lawson.com

  2. MUA Conference 2007 - Support & Delivery S&D Management – Status update S&D World map M3 Support achievements Lawson Total Care Support Metrics Q&A session

  3. S&D Management – Status update • Henning Schulze-Lauen • Ian Hewitt • David Hartshorne

  4. Global Presence Stockholm Linköping Elland St. Paul Paris Zug Osaka Mumbai Manila Singapore Regional Support Location Sydney Product Support Location

  5. M3 Support – Last Months Achievements • New staff (30 new positions) ramping up productivity • Implemented online customer report • M3 Knowledge Base launched for better self-service and internal knowledge transfer • Implemented CAPA (Corrective Action Preventive Action) analysis process • Weekly review of customer comments and rating on satisfaction survey • Fix implementation for RPG up and running • Introduced Lawson Modification Maintenance • Reviewed maintenance contracts with dedicated maintenance renewal team • Conducted first CUE for M3 customers • Several support-related lab sessions performed • Experienced support staff available for discussions • Prepared support readiness for M3 7.1 Applications

  6. Lawson Total Care ApplicationOutsourcing • Hosting* – as well as all below ApplicationManagement • Administration of customer installation • Maintenance of customer modifications • Installation of corrections and fix packs EnhancedSupport • Non-Warranty support (“how-to questions“) • 24x7 Emergency Support, Priority Queuing • Online usage reports and statistics BaseMaintenance • Upgrades, updates, corrections • Self-Service tools, Lawson Knowledge Base • Access to support staff Platinum Bronze Silver Gold Additional options available, like Health Check, Pager Support, or staffing for Customer-Internal Support Center * Currently available in Americas; under evaluation for EMEA

  7. Support Metrics – Case Volume - WE

  8. Support Metrics – Backlog - WE

  9. Support Metrics – Days to Resolve - WE

  10. Customer Satisfaction - WE

  11. Q & A session

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