Technisource

Transform Your Service Desk by implementing award-winning strategies

October 20, 2011

Agenda

Two main topics that are getting a lot of

attention in the marketplace

Continual Service Improvement – How do I get started?

– Some low-hanging fruit: First Contact

Resolution

Customer Satisfaction – How it relates to traditional SLAs and

traditional measurement and management

within your business

– Do I need all those reports?

– How does self-service tie into this?

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2011 HDI Team Excellence Award Winner

Who is Technisource?

Leading service desk provider for 20 years!

3.5 million interactions handled per year

1.5 millions users supported per year

National Technology Talent and Services Provider

Continual Service Improvement Defined

Activities and processes to improve the

quality of services

Improve effectiveness and efficiency of

IT services to better meet business

needs

– Effectiveness

• Reduce number of errors

• Increase FCR

– Efficiency

• Reduce time to resolve or repair

• Move resolution to a lower cost point

• Handle increased workload with same

resources

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Business Measurable Outcomes for CSI

Improve Business Productivity

– Increase FCR

– Reduce cycle time to repair/configure hardware/software

Increase Customer Satisfaction

– Users want to have the best experience possible

Innovation

– Process

– Technology

Reduce Cost of Support

– “Shift Left” philosophy

– Improve efficiencies

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Deming P-D-C-A Cycle

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PLAN – Strategies, Processes or

Procedures for Improvements

DO – Implementation

CHECK – Analysis of incidents, Service

Request or Problems. Validate results

ACT– Standardization or Consistent

Process

Steps & Objectives

• “Father” of Continual Service Improvement

• Simple Process (Easy to communicate)

Continual Service Improvement Model (ITIL)

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What is the

vision?

Where are we

now?

Business vision, mission,

goals and objectives

Where do we

want to be?

Measurement &

metrics

Service & process

improvement action

Set measurable &

achievable targets

Baseline

assessments

How do we get

there?

Did we get

there?

Where to begin?

Start with your Key Performance Indicators

– What are they? Are you satisfied with where they are?

Use reports to identify trends from your KPIs

– First Contact Resolution (FCR)

– Escalated Incidents

– Top Ten Incidents

Root Cause Analysis

– What’s causing this?

Change Management meetings

Client meetings

Team meetings

FCR is a great place to start!

FCR Improvement has

business power:

– Maintain or Reduce

Support Costs

– Enhance Business

Productivity

– Value Creation

Opportunities

Knowledge Management

Increasing Support Costs & Impact

Shift Left

Service Desk

Desktop Support

“SHIFT LEFT” STRATEGY

Demonstrating Results from Improving FCR

What if you could increase FCR Month Annually

FCR increases to: 60% 75%

FCR Total Improvement: 10% 25%

Additional Calls Removed 100 1,500

Additional Business Productivity (hours) 100 1,500

Business Productivity Savings 2,500 37,500

Support Cost Savings 2,500 37,500

Customer Satisfaction Improvement 1% 6%

0

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

56%

58%

60%

62%

64%

66%

68%

1 2 3 4 5

FCR Increase vs. Production & Savings

FCR Business Productivity Cost Savings

Cost Benefits from Improving FCR

Source: MetricNet

CSI Keys to Success

Dedicated CSI “Owner”

– Independent from Service Desk

Executive Buy-in

Staff Buy-in

Good Baseline Data and Reporting

Benchmark Current State

– KPIs and Costs

Look for Small Wins First (Low Hanging Fruit)

– FCR, Customer Satisfaction

Communicate Success!

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Polling Question

A. First contact resolution

B. End-to-end process times

C. Cost-per-interaction

D. Telephony Metrics

E. Customer Satisfaction

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What is the key area of metrics you focus

on today?

Current Industry Trend

80% of support centers are

measuring customer satisfaction in

some fashion… 67% send incident-

based surveys to their customers

after closing incidents.

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A large portion of the surveyed population wants to gain insight into their

customers’ perception, which suggests a growing awareness of the importance

of customer service in the technical support and service industry.

Customer Satisfaction is becoming a TOP focus area!

From HDI’s 2010 Customer

Satisfaction Benchmarking Report:

What Technisource clients are saying

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“Customer Service MUST encompass the

end-to-end processes throughout IT support at all levels.”

“We want to move the focus onto the customer experience.”

customer tells us what really matters.” “The statistics tell part of the story, the

Legacy Metrics

Escalated Calls

Time to Response

Severity Levels

Mean time to Repair

First Call Resolution

Abandon Rate

Customer Survey

Scores

QA Scores

Average Handle Time

Re-open Rate

Average Hold Time

Cost per interaction

Acknowledge Rate

Average Speed to

Answer

Mis-routed Incidents

AND MANY MORE…

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Today’s Key Metrics

Customer Satisfaction and First Contact Resolution

– Tightly coupled metrics: Industry data confirms that

higher FCR leads to higher customer satisfaction (source: MetricNet)

– FCR drives other important metrics:

• Reduces overall TCO for IT

• Reduces end user calls for status thus enhancing Service

Desk telephony metrics

• Frees Level 2/3 resources to be more strategic

• Leads to better Service Desk usage which frees the

“informal” support network

• Enhances end user productivity by getting them back to

task more quickly

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Reports by “Consumer’s” Role

Role Metrics Presented

Company Executives Customer Satisfaction

Cost per Contact

First Contact Resolution

Support

Director/Manager

Customer Satisfaction

First Contact Resolution

Cost per Contact

Operational Metrics (ASA, Abandon, Talk Time, etc.)

Business Unit Liaison Customer Satisfaction

First Contact Resolution

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Why is Customer Satisfaction so important?

The Service Desk is:

– the primary and sometimes ONLY face of IT to end user

– a reflection of IT department’s overall health to end user

– IT’s leader in the chain for “first impressions are lasting

impressions”

Consumerization shows users various points of

comparison and options for support

Can enhance user compliancy with IT procedures

Encourages usage of Level 1 vs. more expensive

and/or informal support channels

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Polling Question

A. Self-entry of ticket/incident

B. Self-help knowledge

C. Both

D. Neither

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What type of self-service do you provide today?

What about self service?

What is self-service?

– Self-submit ticket entry

– Knowledge that users can access to solve their own issues

Use carefully or risk backlash

– Risky when used as a cost containment model ONLY

– Highly effective as supplement to traditional Service Desk

– Cannot be an afterthought

• Requires dedicated focus to create/maintain user friendly

and time tested knowledge

• The tool is important in shaping user perceptions

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Demographics for self-service

Current Service Desks need multiple modalities of

access:

– “Millenials” are joining the workplace in large numbers

and they are highly connected, tech savvy, and want self

service options

– Gen-Xers are already here in large numbers and are also

very self-reliant, and tend to prefer self-service

– Baby Boomers, still in the workplace, and currently

extending their careers due to the economy, want

personal (telephone) interaction

– Highly technical individuals (engineers, scientists, IT

personnel) tend to want options dependent upon the

situation

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Metrics to have if you are having only a few

FCR

– Find “low hanging fruit”

– Demonstrate cost savings

– Demonstrate customer satisfaction gains

– Communicate success!

Customer Satisfaction

– Use Incident based user surveys

– Follow-up on negative feedback

– Correlate to FCR improvements

– Compare results for full-service and self-service

– Communicate success!

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More info on Continual Service Improvement

See Ken Hayes’ article in the September/October

2011 issue of HDI’s SupportWorld magazine

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Thank you!

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