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T&D Services 2010

Energy Sector

Page 20

© Siemens AG 2009

Ensuring availability 24h a day

Central contact for all questions concerning Energy Sector

Ensuring responsiveness

Boosting customer satisfaction

Call Center operation (ECSC)

Dispatch competency (Energy, Siemens)

Customer Support Management (CSM) database

First-Level-Support / Back office

Contract customer assistance

Emergency process

Complaint and escalation management

Outbound surveys

Evaluations

Mission

Portfolio

Process

Portfolio Energy Customer Support Center

Customers

CSM database

Energy Guideline Customer Support

ECS steering committee

1st-Level, central

Energy  Customer  Support

central 1st-level

decentralized 2nd-level

Experts in BUs/Regions

Support

Agents

Customers

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