SESSION 403 Thursday, March 26, 10:00 AM - 11:00 AM Track: Support Center Optimization

Transcription

1 SESSION 403 Thursday, March 26, 10:00 AM - 11:00 AM Track: Support Center Optimization Our Road Trip Down the Self-Service Highway Kelly Doherty Director of Customer Services, Gentiva Health Services kelly.doherty@gentiva.com Session Description Struggling to maintain service levels and keep up with calls and s, Gentiva Health Services overhauled its support tools and environment, in the end becoming more efficient and cost effective. In this session, Kelly Doherty will share their successful journey toward self-service, presenting valuable tips for the creation and maintenance of a support portal. What are the development requirements? How do you ensure your customers and support team are comfortable throughout the process? This session provides those answers and more! (All Experience Levels) Speaker Background Kelly Doherty has been working in the IT industry for more than twenty years. She has extensive experience managing help desks and developing customer support programs in both startups and established companies. In her current position, Kelly manages more than fifty help desk and desktop analysts and supports more than 50,000 customers throughout the United States. She is certified in ITIL and project management (PMP), and she has found that both are vital in the customer support role.

2 Kelly Doherty Road Warrior

3 My Company Over 129,000 employees; 60,000 clinical and mobile users in the field. Providing home health and hospice services to over 129,000 patients a day in 680 locations Internal Help Desk with some support of outside physician offices Company was growing and changing quickly Employees count from 15,000 to 50,000 overnight. Supported Applications grew from 100 to over 250. Deployed new technology: cellular ipads to clinical staff: 0 to 14,000 in 13 weeks. Key Challenges 1. Minimize hiring of additional support staff 2. Reduce routine calls 3. Eliminate call backs for additional information on tickets/requests 4. Develop more automated support processes

4 Our Road Trip Begins Vehicle we have is good enough kick the tires and head out! No scenic route quick implementation. No passengers just a driver and mechanics along the way.

5 First leg of journey First stop: Implemented a password self-service tool with automated user registration Second stop: Implemented self-service portal: only function was the ability to enter a ticket

6 Pot Holes Bad Design: 15 days after launch, it was clear that our tool and design were not effective. Users were not using the tool and calls to the Help Desk were increasing Confused Users: Directions were not clear or effective on portal. Too many clicks and pulldowns Missing the Human Touch: Users liked speaking with analysts. Anti- technology culture - calling was easier and faster Pulling into the Rest Stop Kept password reset tool. Trained users when they called how to unlock/reset in the tool (teach to fish) Evaluated the tools in marketplace and spent time learning our business Started an aggressive search for a new tool to use on our trip. Implemented new ITSM tool

7 What is Self-Service 1.0 Kelly s Definition: Anything that can reduce workload of tier 1 - Help Desk Password reset: Users able to unlock/reset passwords On-line Knowledge Base with solutions Service Portal single pane of glass - users can: enter tickets track ticket status On-line web chat Remote Support/co-browsing

8 Self-Service 2.0 (what s next?) Social collaborations: peer to peer support, blogs Store: ability to download software, drivers, documentation, patches, install printers Genius Bar: schedule an appointment Quick Self Health Check: diagnosis of workstation issues Enterprise Request Management (ERM) Why Self-Service? 1. Reduce routine calls to Help Desk, support non-routine issues faster 2. Cost Savings personnel is 85% of Help Desk costs do more with less 3. Consumerization of support the Amazon Effect (users are looking for this) 4. Ability to scale support increase to 7 X 24 availability

9 Support Channel Costs Self Service $4 Support Channel Costs Auto-logging $8 Walk ups $16 Help Desk Calls $22 $0 $5 $10 $15 $20 $25 Cost metrics based on Gartner and HDI reports/analysis Shifting Focus Left $450 $350 Support Ticket Costs $400 $250 $150 $120 $50 $5 $22 $62 -$50 Shift away from higher cost support tiers Tools in market today make this feasible and possible Consumerization is enabling support organizations to move away from high touch Shifting Left into the fast lane with Self Service 2.0 article in Support World by John Sundberg (Jan/Feb 2015 issue)

10 Back on the Road Defined Purpose of journey. Simplify: Started with most frequent, routine issues with quick impact. Passengers: Selected business support team members to act as consultants. Skilled Driver: Leader to help direct and push project through.

11 Navigators We involved the business users in determining where we could go Asked for Feedback: Performed explorations on what was possible, desired and must have aspects of portal Moved in the same direction: Incentive Plan for users get users on the trip Mapping the journey Picked the Route: where do we want to end up? Define Key stops: delivery milestones Select Vehicle: the right tools to get us where we need to go

12 Along the Journey Speed limit: Make sure you understand the business pace for self service. Go on rides a-longs in the field, conduct quick focus group sessions Route Junctions: When designing the user interface, provide options. Business users are visual and need to see and experience Build it and they will come? 1. Market the portal. Use internal marketing team to help 2. Add verbiage to Help Desk signatures 3. Notification in newsletters and executive announcements 4. Add link to portal inside applications, web pages etc. 5. Advertise site in IVR 6. Contest/incentives gamification 7. Provide faster SLAs for self-service requests than other support channels

13 Our Self-Service 1.0 Self-Service Results Developed concept of Touch-less tickets 1,200 touch-less tickets per month Tickets have all information needed to take action REDUCE CALL BACKS! Tickets auto-routed to business areas (HR, Payroll and Purchasing)

14 Savings 1 year later 20-30% of all tickets are submitted via Self- Service portal 12% of tickets submitted are NEVER touched by Help Desk team Monthly savings of over $22 per ticket Saved 1.5 FTE Help Desk and.5 FTE Purchasing Reduce time to resolve by over 3 minutes per ticket Annual Savings of $350,000 and growing Self-Service discoveries Use language your user understands Give users choices; some can solve issues themselves, others prefer to speak to an analyst, engage in a web chat or enter their own tickets Test with a pilot group. Ensure portal design is customer friendly Survey users to determine tool effectiveness Incent users

15 Lesson #1 Lessons from the Road IT Self-Service is a one time investment. Reality: IT self service requires constant care and feeding Lesson #2 Lessons from the Road End users will flock to self-service Reality: End user acceptance varies greatly and evolves over time

16 Lesson #3 Lessons from the Road IT Self-Service is easy to implement Reality: The right tools and processes are a prerequisite for successful implementation Lesson #4 Lesson from the Road IT Self-Service reduces costs Reality: IT Self-Service will reduce level 1 support costs AND provide additional benefits: improved customer satisfaction trend analysis training opportunities knowledge collection

17 Are we there yet? NO! Developing Genius Bar schedule time with our desktop engineers Peer to peer support pages Change written knowledge articles to short how to on-line videos (1-2 minutes) All you need is the plan, the road map, and the courage to press on to your destination. Earl Nightingale Nobody travels on the road to success without a puncture or two. Lucius Annaeus Seneca

18 Thank you for attending this session. Don t forget to complete an evaluation form!

19 Self-Service Functional Requirements Vendor Response/Rating Comments/Notes Rating Scores (1 low, 5 high) Criteria Self-Service Portal Ability to customize self-service portal with company logos, style sheets etc. Ability to provide a customizable self-service portal with access to key self service tools such as knowledge base articles, documentation library, job aides, FAQs. Ability to enter and submit service requests with form edits, customizable instructions and transactional pop ups/cautions and alerts. Ability to check status of submitted service requests. Ability to customize data presented such as journal notes, owning team, key contact for ticket, etc. Ability to reopen or escalate a ticket. Customizeable self service interface for ordering services and other IT related equipment and functions with easy look and feel. Option to apply cost for certain key services or products. Abilty to route tickets entered into self servcie protal for approval. Ability to alert user on routing path. Abiity to see all requests awaiting approvals. Ability to approve requests inside portal. Ability see all details inside request needing approval Ability to display knowledgebase with functionality to perform search using keywords, sentances. Ability to display and edit a news flash alert/message Bulletin board functionality alerting on major problems, planned or unplanned outages and key technical changes/instructions, Ability to search on alerts. Ability to set expirations on alerts Ability to interface portal to key system such as call center statics (agent availability, number of tickets submitted, hold time, average resolution rate etc)

20 Ability to customize the classification of end users into specific groups such as lines of business, VIP, mobile, Sales etc., and to tailor presented content, information and self-service options according to rule-based "subscriptions" for roles or groups Ability to integrate chat into self-service portal Ability to support multiple languages Ability to support Web browser clients and Web services Ability to be client aware for mobile devcies Direct API access with application integration methods supported. Self Service portal is easy to administer Ability to provide a list of most common FAQs searched, with automated updates based on FAQ utilization Ability to support single sign-on Total Score 0 # Criteria 17 Average Self-Service Portal Score #DIV/0! Surveys Ability to provide dashboard like real time reporting on survey responses Ability to compose a survey that scores various aspects of the service provided Ability to alert on negative or key responses received from surveys Ability to send out an /link to customer satisfaction survey to a customer requesting feedback on support Ability to generate scores received from a survey activity Ability to track negative survey follow ups and report on findings. Ability to determine current survey response rates Total Score 0 # Criteria 7 Average Survey Score #DIV/0! Reporting Ability to report on self service usage and specific site hits for transactional analysis

21 Ability todevelop custom usage reports ie. usage by end user, geograhpic location, line of business/department etc. Total Score 0 # Criteria 2 Average Self-Service Reporting Score #DIV/0! Scoring