improving & marketing your service desk: doing more with less (in 5 steps)

1. Improving & Marketing Your Service Desk:Doing More With Less(in 5 Steps)
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Scott D. Madden
Manager, End User Computing
20 October 2009 Brew City HDI Chapter Meeting

2. About Me
19 Years of IT Experience
Level 2 Support/POS Support Programmer
Desktop Support Tech/Support Supervisor/PC Manager/IT Customer Support Services Manager/Regional Manager, IT Operations
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3. About Me
Hardware Maintenance Team Supervisor/Project Manager
Manager, End User Computing
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4. Why Were Needed
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5. The Evolution of a Help Desk
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Business-Centric
Customer-
Centric
Reactive
Proactive
6. Many of Us Are Here:
Reactive Support Model
Business-Centric
Characteristics:

Labor driven

7. Hours 8am-5pm 8. Can be chaotic 9. Dispatch focus 10. Generalists 11. Simple telephony 12. Little measurementReactive
Customer-
Centric
Proactive
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13. Or Here
Proactive Support Model
Characteristics:

Call tracking

14. Extended hours 15. Best practices 16. IT-SLAs 17. Knowledge systems 18. Self help 19. Surveys 20. Asset management 21. Measures support centerBusiness-Centric
Customer-
Centric
Reactive
Proactive
22. Not Many of Us Are Here:
Customer-Centric Support Model
Characteristics:

Quality focus

23. SPOC 24. Customer SLAs 25. 24x7 follow the sun 26. Multi-channel support 27. Self service 28. Workload planning 29. Chargeback 30. Partners with customers and vendors 31. Measures support performanceBusiness-Centric
Customer-
Centric
Reactive
Proactive
32. Or Here:
Business-Centric Support Model
Business-Centric
Characteristics:

Vision alignment

33. Value integration 34. Seat at the Table 35. Fully automated 36. Measures IT tobusiness KPIs
Customer-
Centric
Reactive
Proactive
37. The Brookdale Success Story
2006:A crazy time of mergers and acquisitions extremely rapid growth
Rapidly increasing incident volume & customer frustration with slow response time
In 2007, Level 1 queue balloons to an all time high, over 1000 tickets!
Team is overwhelmed, frustrated and demotivated
External help is hired to assist with workload
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38. The Brookdale Success Story
A massive infusion of resources slowly chipped away at the queue
Realization that the current processes were not working
Re-engineering the Help Desk for the new Brookdale is deemed urgent and necessary
Support obtained from all layers of IT management, up to and including the CIO
Drum roll please the results
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39. Satisfaction Survey Improvements
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40. Improving the Service Desk Experience
How do you re-engineer your Service Desk with a very limited budget? Well, thats the hard part!
Lets talk through it
You need to look at EVERYTHING.Whats working?Whats not?
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Step 1:KNOW YOUR CUSTOMER
If youre new to your position or the company, do some diligence to get to know your customers expectations
Peers are great resources, talk to them, get their opinions
What are the expectations for service?Are they doable in your current budgetary environment?If not, sometimes we have to manage expectations
Carefully analyze what worked in the past and what didnt
KISS Keep it Simple Silly - you can always build on your initiatives later
Dont over-complicate the support experience
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Step 2: Transition your Service Desk to a Customer-Focused Organization
Is your Service Desk truly customer-focused?
Does your idea of customer-focused gel with your customers idea of customer-focused?
You cant figure this out in a vacuum
Listen to your customer with your own customer ears and see yourself through the customers eyes
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Add value through service;this is a priceless commodity
Use resources that are available to you:
HDI website great information: www.thinkhdi.com
LinkedIn ask your peers!Great networking opportunities
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44. Clue Phone Moment
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Step 3:Hire the RIGHT People
Review your hiring process
Dont lower your standards
Make sure people fit with the existing team
Allow the team to participate in the hiring process
Ensure the candidates have a customer service mindset
Technical skills are important - Customer Service skills are critical!
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The hard part:what if someone already on the team doesnt fit into the new service model?
Work with them
Give them opportunities to be successful
Use peer coaching if realistic (Caution:only mature teams should engage in this practice)
Invest in their success
Work with them
Work with them
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Invest in customer service
Low cost:focus on customer service during team meetings
Make customer service part of the Help Desk culture
Celebrate good service
Higher cost:invest in a more formal customer service program
Brookdale uses Ulysses Learnings Coaching and Service Mentor programs
Not inexpensive, but Brookdale truly believes in the importanceand value of providing good service
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When all else fails
What if someone doesnt get it after significant investment?
Hard decisions to make:
Transition the person off the team to another opportunity in the company
Assist the person with career planning and transition planning
Dont tolerate a bad attitude; it will only create a toxic environment for the team at large and undermine your efforts
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49. Measure Your Progress
Step 4: Validate Your Progress
Customer satisfaction surveys
Brookdale sends out a corporate survey covering all major service focused departments twice a year
IT surveys customers upon incident close via our incident management system
Take the results seriously
Reach out to dissatisfied customers to obtain their feedback
Dedicate resources to the process, its important!
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Surveys dont have to be complicated
An automated tool is very helpful, but not 100% necessary
No cost:Use e-mail with voting buttons and compile results in a spreadsheet
Dont over think the questions.HDI convened a committee to determine the best survey questions.Dont re-invent the wheel!
Brookdales survey questions were derived from HDIs questions
The Courtesy of the IT Help Desk Analyst?
Ability to solve your problem, and in a timely manner?
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Rank your overall customer service experience.
Please use this space below for any additional comments you would like to share with IT management.
All questions are rated on a 5 point scale (1 being lowest rating)
Current Statistics (as of last week):
Overall rating:4.61
Response Rate: ~30%
Commit to the process; how do you know youre being successful if you dont measure results?
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52. Market Your Success!
Step 5: Share Your Successes with the Business
Createcustomer touch points
Electronic surveys/survey cards handed to customers
Brochures
Presence on company Intranet
Training videos/tips & tricks
Twitter? (customers could subscribe to outage alerts)
Be hallway marketers
Evangelize your services
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Come up with a clever slogan (not too flashy, but something catchy)
Learn not to say no, but put a price tag on saying yes
Extra services are not free and come with a price tag
Become an added value to the business, not a liability
An underperforming Service Desk is a prime target for outsourcing
Bill and Teds Excellent Service Desk Adventure can easily take the place of a mediocre Service Desk
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54. Recap
Its all about customer service, honest!
Know your customer
Hire the RIGHT people
Validate your progress
Share your success
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Live your mission Have fun & celebrate life every day is one of Brookdales cornerstones that we live everyday at our Help Desk
Make work an enjoyable, rewarding experience
Satisfied team members provide better service
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56. Thank You!
Questions?
Want a copy of the presentation?
E-mail me: [email protected]
Or connect with me on LinkedIn
Customer Focused. Service Driven.
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improving & marketing your service desk: doing more with less (in 5 steps)

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