The Accellion Service Guarantee

Group 6: Jyotsna Gautam Suchi Garg Ankit Agarwal Anuj Kumar Loomba Saprem S Dalal Sruthy S PGP/16/026 PGP/16/047 PGP/16/068 PGP/16/069 PGP/16/106 PGP/16/113

Agenda
Accellion and its QOS Guarantee Contract Marketing impact of a well designed service guarantee
Accellions Guarantee: An Evaluation Does guarantee create a culture of service excellence within Accellion? Steps to achieve such a culture How can Accellion minimize potential cheating on its guarantee?

Accellion
About

A high technology firm with leading-edge technology in distributed file storage , management , and delivery market space Distributed file storage ,management and delivery

Service

Customer s

Large Enterprises (Global 2000) Internet-based providers of premium content Infrastructure of independent servers connected directly to ISP Reduction in the time of the routing process Improved operational efficiency Lower costs Improved access time by more than 200%

Technolo gy

Value propositi on

Quality of Service Guarantee Contract Performance Guarantee

200 % faster uploading and downloading speed Performance test conducted by Accellion

Availability Guarantee
100% service availability excluding force majeure and scheduled maintenance

Customer Service Guarantee

One month service fee credited for failure ,if informed within 5 days after failure 48 hrs prior notice from Accellion in case of scheduled maintenance Service from support centre only after 2 hrs of received query

Security and Privacy policy

Customers data and information are secured Disclosure only when
Compliance with court order is required To protect rights and property of Accellion To enforce terms of use of service as per contract

Marketing impact of a well designed service guarantee

Acknowledgement of customers needs It communicates to the consumers the service levels and standards they can expect from the company

Ensures proper feedback mechanism

Helps to build long term loyalty Reduces perceived risk of purchase decision Increases credibility of the company

Accellions Guarantee: An Evaluation

Criteria
Unconditional Easy to understand and communicate Meaningful to the customer Easy to invoke Easy to collect on Credible Effectiveness: Effective in communicating service excellence

Level
High High Moderate High Moderate High

Example
No elements of surprise for the customer Clearly specified levels of service quality with minimum standards Compensation not in line with the damage to the customer Written Note of service default To be specified within 5 days of default Highly credible

Suggestions: 1. Third party to carry out performance measurements 2. Compensation in line with the damage

Does guarantee create a culture of service excellence within Accellion?

By bringing focus on customers demands and expectations By accentuating the financial costs of quality failures, it leads to identification of potential fail points

YES
By developing systems for generating meaningful customer feedback and taking action

By reducing the risk in purchase decision and building long term loyalty (marketing muscle)

Additional Steps
Specify the behavior employees are expected to deliver to both external customers and co workers Instill a sense of pride regarding your service among the employees Share excellent service examples from both within and outside the company Indoctrinate and train employees in the culture as soon as they are hired Establish policies which are customer friendly to help the employees in delivering excellence Establish recognition systems for rewarding employees who deliver excellence

How can Accellion minimize potential cheating on its guarantee?

Yes cheating may happen, but the chances are less as all clauses in the QOS are monitored by Accellion themselves

Monitor the invocations of service guarantees or repeated compensation payments to the customer

Keep a track of the performance measurement tests for the complaining customer

Thank you