GCS Operational Excellence Presented by Samir Bhargava Director

GCS Operational Excellence Presented by: Samir Bhargava, Director – Operational Excellence, GCS Confidential Property of Schneider Electric

Agenda 1 Mission Statement 2 Maturity Matrix 3 2017 OE Focus 4 GCS Operations Manual 5 2017 OE Initiatives 6 Infrastructure Initiatives 7 Dashboard and Metrics Annual Survey Confidential Property of Schneider Electric

Mission Statement • To make customers successful from implementation to operation by providing consistent best-in-class support under the Customer FIRST program through an efficient and effective organization. • To be a key contributor of Schneider Electric Solutions organization leading to new sales from existing and new customers with Customer FIRST entitled “Support Services” considered as a major differentiator.

Customer Support Fundamentals Elements running across product lines integrating into Customer Support & Customer FIRST program Product Line People Offer Alignment of product line technical support & training personnel with the Customer Support global organization model Customer FIRST multi -tiered model for technical support, and product maintenance & support services Tools Leverage the customer support tools & systems: - Siebel case management - Oracle Knowledge Management - GCSWeb Customer Support wen site - Global telephony (CCE) Operation & Delivery Alignment with the Common Operations Manual, standard KPIs, Customer Satisfaction measures & hot issues tracking & reporting

How Mature are we …. On-Boarding not started On-Boarding/adoption in progress On-Boarding/adoption complete Not Applicable Confidential Property of Schneider Electric | Page 6

Current Situation • Product lines on-boarded but adoption not complete • Customizations and exceptions causing inefficiencies • Use of systems and tools uneven and inconsistent • Clash of cultures and practices • Resistance to change • Competing practices • This has resulted in: • Duplication • Continue to work in Silos • Inefficiencies • Inconsistent Governance Confidential Property of Schneider Electric | Page 7

Operational Excellence -- 2017 Focus Adoption and Consistency • Promote GCS Operations Manual to all Support Groups • Drive consistency in GCS related: • Processes and Practices • Support Policies • Metrics and Reporting • Use of GCS Infrastructure Confidential Property of Schneider Electric | Page 8

GCS Operations Manual • Document best practices • Document support related processes and performance expectations • Drive consistency across support groups and regions • Provide an important artefact for SCP/Customer audits • Help in on-boarding new groups to GCS processes and infrastructure

GCS Operations Manual v 3. 0 Released on Dec. 2016 Authors – Operational Excellence Team Editor – Ian D’Cruz Peter Barbier Samir Bhargava Larry Combs Ian D’Cruz Tom Elevathingal Steve Gingrich Neal Hatton Greg Katnich ● A number of chapters edited to focus solely on the common GCS infrastructure ● Captured learnings from on-boarding various product lines ● Incorporated best practices from the new brands ● More prescriptive to drive consistency Kim Lovejoy Jose Marfa Tim Mooney Dean Murray Patricia Powers Brian Pulfer Alicia Rantos

GCS Operations Manual A Living Document Objective: To keep the GCS Operations Manual up-to-date and relevant • Add other practices not included currently • Include new processes as they are finalized or adopted • Maintain version control • Make latest version easily available for reference Suggestions /Recommendation – Contact: • Ian D’Cruz • Samir Bhargava

Operation Excellence Initiatives for 2017 Focus: • Case Management Process and use of Siebel • Customer Satisfaction Survey and Follow-up • Case Evaluations • Use of Knowledge Management – Create and Use of Knowledge Articles • Metrics and Reporting Confidential Property of Schneider Electric | Page 13

OE Initiative Process • Access relevant system of record to gather data and mine it to analyze • Identify and narrow down where the gaps are – region, product line or specific support centers • Work with the relevant team to discuss and explore reasons / conditions • Define action items to fill the gap • Follow-up Gather Data Analyze Identify Diagnose Actions Follow-up Process Confidential Property of Schneider Electric | Page 14

New Initiatives for Infrastructure • New GCS Website – Berlin • One view for interaction and information about all Software product lines • More customized user experience • Chat Utility • Specific to requirements for each product line • Integrated with CCE and Siebel • Call Handling and 24 x 7 Coverage • Reporting Project

Dashboard and Metrics • Executive Dashboard • Key Operational KPI • Financial KPI • Customer FIRST KPI • Operational Dashboard • Case Management Metrics • Agreement Metrics • Customer Satisfaction Metrics • Knowledge Management Page 17 Confidential Property of Schneider Electric |

Dashboard and Metrics • Case Data from Siebel Confidential Property of Schneider Electric | Page 18

Dashboard and Metrics • Agreement Data by Siebel Confidential Property of Schneider Electric | Page 19

Dashboard and Metrics • Customer Satisfaction Data Confidential Property of Schneider Electric | Page 20

Annual Survey v To request feedback from customers and partners on post implementation experience with Schneider Electric Software Products and Services to measure customer satisfaction and drive improvements. v Operational Details • Survey conducted globally in 14 languages • About 50, 000 surveys send out consisting of contacts from Support, Distributors and Marketing databases • Survey period from Jan 25 th – Feb 15 th • Areas surveyed included: Products, Documentation, Training, Support Program, Support Services

Survey Results • Over 3, 000 completed survey across all software brands • Representation from all regions, with majority of surveys from NA and EMEA • Sim. Sci and Avantis have high overall satisfaction of over 95%. Wonderware and Citect overall satisfaction was over 90%. • Satisfaction with Technical Support provided by all brands was rated high with Sim. Sci at 95% • Timeliness and Responsiveness need improvement for Wonderware and Citect. • Professionalism and Competency of Support Engineers were rated very high for all Brands • While customer satisfaction for most of the Products was acceptable, net promoter scores were negative for a number of Wonderware and Avantis products, and a few for Sim. Sci and Citect products. • Product Training satisfaction continues to be high for Wonderware and Sim. Sci, though there was a drop in the satisfaction for SIm. Sci. Satisfaction for Avantis dropped further from the last year

Survey Participants 824733 Wonderware 738 1291 N = 2191 8 Customers SI OEM / VAR Partners Others 4 Customers Partners Others N = 113 101 Customers Partners Others 128 NA EMEA LAO APAC 18 12 80 50 0 NA 84 EMEA LAO APAC 67 42 50 21 0 207 200 21 14 3 96 84 0 100 Sim. Sci N = 295 789 0 52 Citect 1190 100 Avantis N = 214 2000 161 Customers SI Distributors Partners Others 100 NA EMEA LAO APAC 151 80 61 3 0 NA EMEA LAO APAC

Survey Participants 16 42 Customers SI Partners Others In. Step 106 N = 128 200 100 99 20 NA Skelta N = 38 6 12 0 9 LAO APAC 0 20 Customers Partners Others EMEA

Overall Satisfaction 100% 92% 90% 89% 95% 94% 92% 91% 86% 94% 91% 93% 90% 86% 82% 80% 70% 60% May-07 Mar-08 Wonderware May-09 Sep-10 Avantis May-13 Apr-14 Sim. Sci Jul-15 Apr-16 Citect / Ampla Apr’ 16 N = 2949 N = 127 N = 476 N = 288 Feb’ 17 N = 1581 N = 82 N = 180 N = 245 Feb-17 In. Step N = 94 • Wonderware, Avantis, Sim. Sci and Citect / Ampla are rated 90%+ • In. Step was included in the survey for the first year and was rated lower

Wonderware Technical Support N = 688 100% 90% 85% 75% 80% 75% 65% 70% • Professionalism and Competency of technical resources received the best rating of nc y te pe om es si on iv en Pr ns po al is es m s ss es s in cc e es • Timeliness and responsiveness was higher than 2016 but can be improved with better expectation setting and better follow-up 60% el • Overall Satisfaction for technical support was all time high at 91% 65% m -07 ar-08 ay-09 ep-10 ay-13 pr-14 Jul-15 pr-16 eb-17 A A M Mar F S M M Ti 60% 88% 86% A 90% R 89% of 85% 93% 90% se 91% 90% 96% 95% Ea 95% C 100%

Avantis Technical Support N = 33 100% 95% 90% 91% 92% 97% 85% 75% 80% 75% 65% 70% 60% Apr-14 Jul-15 Apr-16 Feb-17 100% 95% 80% May-13 100% 90% 88% 85% 100% 87% 82% 65% te pe om C es si on al is nc y m s es of Pr po es R se of ns A iv en cc e es s in el Ea • Timeliness and Responsiveness requires some improvement with better expectation setting and improving time to resolve m • Overall Satisfaction for technical support is rated the highest Ti • Number of sample size was lower with only 33 responses ss 60%

Sim. Sci Technical Support N = 114 100% 95% 92% 90% 94% 97% 94% 95% 96% 95% 98% 96% 98% 95% 90% 85% 80% 85% 75% 80% 75% 65% 70% 60% May-13 Apr-14 Jul-15 Apr-16 Feb-17 65% te pe om C es si on al is nc y m s es of Pr po es R Ea se of ns A iv en cc e es s in el m • Sim. Sci support continues to be rated very high on all attributes of support – timeliness, responsiveness, ease of access, professionalism and technical competency Ti • Overall Satisfaction continues to be very high for Sim. Sci ss 60%

Citect / Ampla Technical Support N = 120 1 100% 0. 95 95% 0. 9 0. 85 81% 0. 8 87% 90% 80% 0. 7 75% 0. 65 70% 0. 6 Apr-14 Jul-15 93% Apr-16 Feb-17 86% 84% 85% 0. 75 May-13 95% 83% 65% te pe om C es si on al is nc y m s es of Pr po es R Ea se of ns A iv en cc e es s in el m • Citect / Ampla is has opportunity to imrpove in Timeliness of resolution, ease of Access and responsiveness Ti • Overall Satisfaction with Technical Support was up from the last year ss 60%

In. Step Technical Support N = 51 100% 95% 94% 90% 97% 95% 92% 90% 85% 80% 85% 75% 80% 75% 65% 70% 60% May-13 Apr-14 Jul-15 Apr-16 Feb-17 91% 89% 87% 65% te pe om C es si on al is nc y m s es of Pr po es R se of ns A iv en cc e es s in el m Ea • Opportunities to improve Timeliness of Resolution and Responsiveness with better expectation setting and follow ups Ti • This is the first year for In. Step’s participation in the annual survey which sets a baseline for the overall satisfaction score ss 60%

Questions Confidential Property of Schneider Electric | Page 31

Recap: GCS Journey • Split from Hardware group to focus on Software Brands • Developed an infrastructure roadmap for GCS • Upgraded Siebel and CCE • Implemented OKM and new Website • Acquired by Schneider Electric • • As a result gained Citect/Ampla (LOB 5) and Telvent (LOB 6) as part of GCS In process of on-boarding various Software Brands on the GCS infrastructure Confidential Property of Schneider Electric | Page 33

Brief History • Under IOM (Invensys Operations Management), a number of diverse businesses were brought together ‒ Version 1 was published in 2011 to document and share practices to drive common processes, nomenclature and metrics. • IOM split into Software and Hardware businesses ‒ Version 2 was published in 2014 to focus on practices applicable to supporting software customers. • In the last 3 years GCS has established a standard infrastructure set and on-boarded various product lines on the common systems ‒ Version 3 was recently published focusing on use of common infrastructure

Training Satisfaction 100% 90% 70% 86% 60% 80% 50% 40% 70% Wonderware 30% 60% Avantis 20% • Citect and Avantis has improved to be very high D el p t. H id no a Li ttl e t m So d • Wonderware and Sim. Sci training satisfaction continues to be high d N = 22 el pe N = 59 H N = 38 el pe N = 11 H N = 295 pe d In. Step el Citect H Sim. Sci In. Step t Avantis 0% a Wonderware Citect ew ha A J Apr M M F Mar S -16 eb-17 -08 ay-09 ep-10 ay-13 pr-14 ul-15 Sim. Sci 10% Lo 50% Effectiveness 100% 97% 95% 93%

Training On-Line Training W on de r C ct Sc i ite C w ct ite i Sc m Si va A de r w ar e nt is 50% m Online Class Si 60% Instructor-Led nt is 70% Pre-Recorded Full Length va 77% 75% Pre-Recorded Modules on 79%80% 85% 83% W 83% A 90% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% ar e 100% • Across the brands there is higher importance for online training compare to class training • For online training, either Instructor led training or pre-recorded and modules are preferred, except for Citect whose customers prefer pre-recorded full length classes.

Customer Satisfaction 2016 – Case Survey Sim. Sci 8 EMEA Wonderware 35 27 = 131 94. 2% 207 88. 5% 338 91%