Company: McAfee, Inc., Santa Clara, CA
Company Description: McAfee is the world’s largest dedicated security technology company. We deliver proactive and proven solutions and services that secure systems and networks globally. Our products are unique in how they work together to make security affordable and manageable for millions of customers – home users, businesses, the public sector and service providers around the world.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - IT & Telecommunications

Nomination Title: McAfee Technical Support & Customer Service: Innovation In Action

1. Tell the story about what this nominated department achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

McAfee, the world’s largest dedicated security technology company, has embraced
innovation in people, process, and technology to increase productivity and
improve customer-facing processes. Customer can feel confident they are covered
around the clock and around the world, and that what they value is protected.

McAfee continuously evaluates its processes against industry best practices,
Six Sigma methodologies, and “voice of the customer” inputs. During the last
year, we increased our focus on critical customer requirements as a driver of
process quality in improving technician expertise, interaction skills,
resolution effectiveness, and self-help capabilities.

We monitor the effectiveness of our improvements by aggressively tracking
customer satisfaction through an independent survey program delivered in 13
languages. McAfee averages 16,000 returned surveys per quarter for a 16%
response rate (industry average is 11-15%).

Our survey data indicates that this dedicated focus on customer requirements
has resulted in significant increases in customer satisfaction across all
interactions in McAfee Technical Support and Customer Service. In fact,
customer indication of satisfaction based on Likelihood to Renew/Buy Again was
up 17%, and Overall Resolution Effectiveness increased 35% (Q1’07 – Q3’08, per
independent customer survey data).

McAfee has implemented technology that not only improves the customer
experience but also operating efficiencies. We provide comprehensive online
support to assist a range of users, from novice to expert. Our improved case
escalation technology ensures the systematic gathering of data from multiple
sources, more rapid technician assessment, and faster case resolution. The
Corporate ServicePortal self-healing options resolve 45% of customer issues
without additional assistance. The Consumer Support site three-step wizard for
novice customers routinely handles more than 95% of all issues.
Because of our focus on critical customer requirements in developing and
launching these technology innovations, both Corporate and Consumer customer
satisfaction based on Overall Recent Experience was up 21% (Q1’07 – Q3’08, per
independent customer survey data).

Providing customer-relevant innovations enabled McAfee to gain greater
efficiencies by increasing the number of unassisted corporate cases online. In
fact, 59% of all cases were unassisted, a 13% YOY increase (’07-’08). In Q2’08,
unassisted cases resulted in an $11.8 million savings for the quarter, ($47.2
million per year). Through the consumer website, over 65% of customers issues
were resolved via automated and self-help solutions in 2008, resulting in a
$46.8 million savings per year.

Customers will not be satisfied and engaged if an organization’s employees are
not satisfied and engaged. McAfee has continued to focus on best practices in
people management – from training, coaching, and monitoring to rewards,
recognition, and other engagement activities. Our focus on employees has driven
external attrition rate down to 11.5% (Apr 08). What’s more, our annual third-
party internal performance surveys indicate continued improvements over
previous years, and against industry averages (7% higher).

In today’s world, globalizing operations, processes, and technology demands
innovative thinking and planning if customer satisfaction and business
profitability are to steadily increase. McAfee will continue to deliver the
innovative tools, technologies and solutions to meet the increasingly
sophisticated expectations of our customers, and drive satisfaction and
profitability upward.

2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

MCAFEE SUPPORT WEB LOCATIONS
Corporate Support Homepage:
https://mysupport.mcafee.com/eservice

Home User Support Homepage:
http://mcafeehelp.com

McAfee Virtual Technician (MVT):
http://amiuptodate.mcafee.com/mvt/index.asp

Global Solutions Lab (GSL):
http://www.mcafee.com/gsl

McAfee KnowledgeBase:
http://mysupport.mcafee.com/Eservice/templatepage.aspx?sURL=3

PRESS RELEASES
McAfee, Inc. Announces Support for Intel-Based Laptops and Mobile Internet
Devices:
http://www.mcafee.com/us/about/press/corporate/2008/20080821_170000_w.html

McAfee, Inc. Demonstrates How Companies Can Achieve Stronger Security While
Reducing Costs:
http://www.mcafee.com/us/about/press/corporate/2008/20080609_174500_g.html

McAfee, Inc. Honored Again as One of the Web's Best Online Consumer Support
Sites:
http://www.mcafee.com/us/about/press/corporate/2008/20080427_201010_q.html

McAfee, Inc. Enhances Award Winning Support Portfolio Tailored To Meet Changing
Enterprise Customer Demands:
http://www.mcafee.com/us/about/press/corporate/2008/20080122_040000_u.html

IDC: Top Performers in Software Support Services:
http://www.mcafee.com/us/local_content/reports/top_performers_software_support.pdf

3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Barry McPherson – McAfee's Senior Vice President of Worldwide Technical Support
and Customer Service – is responsible for driving ever-evolving Corporate and
Consumer initiatives, such as expanding support contact options and improving
self-assistance over the web. His leadership in these areas has led to
increased customer satisfaction levels, higher self-assistance rates, and
reduced business costs.

Before McAfee, Barry spent six years at Juniper Networks in Global Operations,
Business Development, Channel, and Region positions, as it evolved from 300 to
4,000 employees. Prior to Juniper, Barry held sales, support, and operational
management roles at Bay Networks, Stream, Siemens, and GE Capital.