Daily Productivity: Total Tasks Closed:

15

10

0
Week 1 Week 2 Week 3 Week 4 Week 5
 Performance Management
Volume Breakdown

Case Closed Volume Breakdown by Country

Country 06-09-20 06-16-20 06-23-20 WoW

France 54 65 45 -31%

Italy 18 31 4 -87%

Spain 23 7 6 -14%

Germany 11 5 10 100%

Israel 4 8 2 -75%

UK 1 4 2 -50%

Not Identified 0 2 0 -100%

Grand Total 111 122 69 -43%

 Volume per Task Type by Team

100 ■ TeamA

■ Team B

■ Team C

Data Entry Scripts Finished Live Reviews Screens hots Reports

 Volume Distribution by Hour of Day

25% 19% _____...-22%------- 2

40%
...-------
20% 20%

~o/o~ 1~

Oo/o~--=~-----------------------------~=::~2~=-~6~%~~~~~
-
7 am -10 am 1Oam - 12 pm 12 pm - 2 pm 2 pm - 4 pm 4pm-6pm 6 pm-8 pm 8 pm+
■ o/oVol. Spread ■ o/oNon Rush Hour ■ o/oRush Hour
 User Satisfaction Month over Month

93.70% ■ A
90.34% 90.55% B

75.00%

50.00%

25.00%

0.00%
January February March April May June July August September
 Number of Project Issues Over Time

50

40

30

20

10

0
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 Project requests by other teams

4.0%

Sales
23.0%
Creative
20.0%

Marketing
7.0%

IT
15.0%

Human Resources
19.0%
Finance
12.0%
 Highlights: Contributions to a project

20 300 216
People involved hours spent on Issues
project uncovered
 Reduction in Customer Contact Rate

"'so
l! 1.10
:ii
::> 46 46
.2
1- ....··•·--··········• Product features
45 44 ........
43 __ •···•
...
•····
40
...
41
..••····
...

Contact rate
35

-cases
30

25

Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16

 Snapshot Summary: Project Performance

Service Level Target September October MoM Change

Volume 500 426 +8.9%

464

82%
Turnaround Time 90% 98.3% +19.8%

91%
Quality Rating 95% 99.6% +9.4%
 Top User Issues in Onboarding Cycle

Onboarding to the product Engaging with the product

Access & Ownership Verification Business edits Search/Policy

30% of users 20% of users 32% of users 12% of users
 Summary of Improvements

Productivity gains Scaled online support Process improvements Automation

● Optimize processes ● Website optimization ● Streamlined customer ● Implemented new

& workflows ● Help Center revamp sign up process workflows
● Social Media support
● Mentorship
program

10% saving 7% overhead

 Success Definition

Business Objectives Marketing Objectives Media Objectives Campaign Objectives

Attract visitors to Position destination X as the Reach X% of primary X number of unique users
destination X best Winter break destination target audience increase engagement by X%

Metrics: Metrics: Metrics: Metrics:

Number of intentional Brand perception Total reach across all Unique reach to Target
guests in x time period Brand consideration media Audience
Engagement rate (all
media)
Tools: Tools: Tools:
Reported hotel/airport data Google Surveys TBD
Brand research studies Tools:
TBD