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DocuSign Envelope ID: FA12C758-3EF4-45F3-BODF-724674D71270 28 Describe in detail the process and procedure CDW•G's goal is to minimize lapses in performance fulfillment, and there are many controls in of your customer service program, if place to ensure customer satisfaction is continually met. For example, we are proud of our applicable. Include your response -time historical percentage of Dead -On -Arrival units being less than .6%, against an exceptionally capabilities and commitments, as well as any high output —the number of units shipped daily in recent years is at nearly 150,000. Still, we incentives that help your providers meet your continually strive to improve the customer experience as part of the CDW Experience. stated service goals or promises. If due to unforeseen circumstances there is a lapse, we have a support plan in place to listen, evaluate, correct, and understand. To simplify the customer service process, we recommend Sourcewell members bring any issues or inquiries to the attention of their account manager. Members' CDWG account managers should be the center of their customer service and support experience. Barring unforeseen circumstances, account managers respond between 30 minutes and four business hours. They will work to resolve the incident, taking the necessary steps to ensure a best outcome. Or if the account manager is unavailable that day, a backup is assigned. Members' full account support team is available through their online account. It shows the live status of their representatives' availability. Please see Question 52 for more information related to online account capabilities. CDWG account managers' first step is always to listen. Then they evaluate and determine the best next steps. If the account manager cannot correct the issue, they will escalate it to their sales manager. If the sales manager cannot correct the issue, they will escalate it to the director. Escalation continues until we provide a suitable solution to the performance issue. A word of note: beware of proposed incident escalation paths that go no further than issue resolution. Because Sourcewell members will likely get very familiar with these escalation paths. Vendors that correct the problem but acknowledge it no further than incident escalation/resolution will be able to offer only temporary fixes. They won't understand the causes of where they failed to meet member expectations. A follow-up step in our incident escalation process involves taking the incident resolution process one step further. Our sales teams work hand -in -hand with our Program Management team to ensure that for issues requiring significant escalation, we determine proactive measures to prevent the problem from recurring. We want to understand why it happened to make sure it doesn't happen again. This is one of the reasons we are consistently lauded for outstanding customer service. As a back-up support option, Sourcewell members can always choose to contact a customer relations representative. CDWG has representatives available to resolve post -sales inquiries from 7:00 a.m. until 9:00 p.m. CT, Monday through Friday, or via email at customerrelationsreturns@cdw.com, with a reply back within 24 hours. As part of our focus on listening in providing customers the CDW Experience, we regularly measure customer satisfaction to find out how we can even better meet our customer needs. Because we know that what worked for our customers in 2010 may not be the best method in 2020. That's why since 2000 our Customer Feedback Program has run via our Market Research Team. The program measures customer satisfaction, thoughts about CDWG, and problem areas. The primary methodology is a semi-annual survey which gathers information on customer -facing departments including shipping, customer relations, and the customer's sales team. Customers assess key touch points and high-level company characteristics. Customers are selected on a random basis to participate in the surveys. If a customer provides a response that is ranked poor or fair, then a specialist from our Quality Assurance team contacts the customer to determine the reason for their unsatisfactory response and offers additional action to rectify the problem. Notices including customer contact information and feedback are sent to CDWG sales managers so they can follow up. However, the majority of end users supply favorable survey comments. As a testament to our dedication to customer service, CDW is a past winner of the Forrester Groundswell Award for B2B Listening. Below are the results from CDW's semi-annual Customer Relationship Survey in June 2019. Overall Performance Account Manager — 91% Customer Service Staff — 90% Delivery Process — 91% But of all the statistics we track, measure, and apply to our company, we feel the statistic that best measures our customer service is our industry longevity and that customers keep returning to us for their IT needs. For example, of the almost 14,000 Sourcewell members from all market segments who purchased via Sourcewell in 2017, nearly 70% purchased from CDWG again in 2018. 29 Identify any geographic areas of the United None. Sourcewell members in all geographic areas will be fully served by CDWG on this States that you will NOT be fully serving contract. through the proposed contract. 30 Identify any Sourcewell Member sectors (i.e., None. All Sourcewell member sectors will be fully served by CDWG on this contract. government, education, not -for -profit) that you will NOT be fully serving through the proposed contract. Explain in detail. For example, does your company have only a regional presence, or do other cooperative purchasing contracts limit your ability to promote another contract? 31 Define any specific contract requirements or None. We are shipping to Members in Hawaii, Alaska, and in the US Territories. In 2018, restrictions that would apply to our Members in we processed 1,139 orders for Members in these states and territories. Hawaii and Alaska and in US Territories. Marketing Pla tity Council 7 — 33 12/6/2022