Session 410 Improving the Customer Experience through Desktop Support

Transcription

1 Session 410 Improving the Customer Experience through Desktop Support Rae Ann Bruno

2 Desktop Support Team Desktop support is the literal face of I.T. Customer expectations change for Desktop Services Instrumental in process improvement Need to focus on the total customer experience Juggle multiple responsibilities

3 Responsibilities Provide great customer service Continually improve the service Understand the real issue Meet and exceed expectations Desktop Technician Log tickets or update tickets Build strong relationships Each team picks up where the other left off

4 Balance 4 Technical Expertise Too much emphasis on expertise or strictly fixing technology, could tip the scales in the wrong direction. Quality Focus on the Customer experience: Restoring service Customer Service skills Quality Monitoring Metrics should assess the total customer experience.

5 Common Challenges Bypassing of processes and procedures Shoulder taps Ticket logging and documentation Difficult to predict work effort Multi-tasking Project work Special projects Requests and incidents Unplanned interruptions Not actively involved in process improvement

6 Areas of Focus Clearly defined responsibilities Quality requirements and assessment Customer service and relationship building Trending and Continual Improvement

7 Clearly Defined Responsibilities Defining Identify all touch points and processes that impact the customer experience What is your team s involvement (time, resources, etc.) What tools allow you to define and assess adherence? Prioritize and categorize based on business impact and needs Tools RACI (Responsible, Accountable, Consulted, Informed) Operational level agreement (OLA) Job descriptions Standard Operating Procedures (SOPs) Score Cards Ensuring adherence OLA compliance reports Ticket quality monitoring Coaching for exceptions Voice of the customer Peer reviews Spot checks Stand up meetings

8 Gaining Efficiencies Streamline efforts: Identify and eliminate unnecessary steps Eliminate redundancy Automate Measure consistently and regularly Include, assess, and improve within: Processes (RACI, execution of steps) Training Continual Efforts Meetings Post Mortems Issues

9 RACI Responsible Accountable Consulted Informed

10 Quantifying Workload According to MetricNet s worldwide Desktop Support Benchmarking Database, the average desktop support technician logs about 5,800 work minutes per month. Do your tickets support this number or the actual number of work minutes per desktop support technician for your team?

11 Quantifying Workload Measuring work effort and time involvement of desktop personnel is a common challenge This makes staffing, scheduling and managing resources more challenging To Quantify: Measure work effort Ensure 100% logging of tickets Include travel time Assess time needed for Incidents, Service Requests, and project work Measure adherence to OLA targets

12 Quality Requirements & Assessment Define Quality Ask! Understand Business expectations Identify Gaps Build quality targets and practices into processes Streamline processes Score Cards Assessing Quality Ticket Quality: Correct categorization, prioritization, assignments, etc. Knowledge transfer Adherence to policy Complete tickets Status updates Customer Satisfaction

13 Quality Scorecard for Ticket Source: Emory Healthcare Incident scorecard

14 Peer Review Are resolution steps documented? Were status updates added throughout the life of the ticket? Will you be able to follow these steps to resolution in the future? Were the categories updated to reflect correct categorization?

15 Peer Ticket Review Level 1 Assesses: Does knowledge article, script or template exist? If no, were they created in response to escalation? Was resource available through instant messaging (if designated to be available)? Were notes added to the ticket by escalated tier? Were mistakes corrected (e.g. categorization) Was there follow up communication or knowledge transfer? Resolver Teams Assess: Were troubleshooting steps documented in work log? Was it correctly categorized? First level resolvable? Was correct script, template, or knowledge article used? If yes, were steps followed correctly? Was sufficient information collected and provided? Were customer expectations set appropriately? Was it escalated in timely manner?

16 Customer Satisfaction Did the desktop technician resolve your issue on first visit? Was the desktop support technician knowledgeable? Level of How Satisfaction important is this to you? Based on a scale from 1-5, 5 being Very important

17 Customer Service & Relationships Customer Experience Address psychological needs first (show empathy) Understand business impact Manage expectations appropriately Fix the situation get them back to work Provide tips, recommendations, follow up Skills Handling conflict Proper sense of urgency Communication, vocal elements, etc. How to handle different types of customers (emotion, competency levels, communication styles Problem Solving Resourcefulness Emotional Intelligence

18 Tool Set Build their tool sets Listening well to understand the REAL issue Having a proper sense of urgency Fixing the situation not just technology Techniques (handling different types of customers) Matching communication and learning styles Getting to Yes (William L. Ury and Bruce Patton ) Establishing rapport and making a connection Focusing on business benefits Following process, documenting, and being a team player 18

19 Tools HDI 2014 Desktop Practices & Salary Guide

20 Trending & Continual Improvement Assess Complexion of tickets (Volume, services, channels, etc.) Accuracy Time Quality Adherence Measure Open tickets Incidents vs Service Requests Cost per ticket Cost of service Performance Improve Deflect Automate Eliminate duplicate efforts Optimize Educate

21 Trending Volume of Service Requests, Incidents, Project tasks Deployment status Exceptions (individual, team, and organizational) Top 10 types Work effort Time to in progress and Time to resolution (compare) Work effort by location, users, services, divisions, etc. % of volume that bypasses channels (shoulder taps) Call deflection

22 Solicit the Customer Voice What do you expect when? How can we make your job easier? How do our services currently save you time? Where could we help you to gain time? What is efficient/inefficient? If we could change one thing that would have a large impact on, what would it be?

23 What can you Deflect or Automate? What % of tickets did the support center close when using remote assistance? What % of the tickets that Desktop closed with remote support, could have been closed at first level? HDI 2014 Desktop Practices & Salary Guide

24 Automate Routine Requests Source: UC Davis and University of CA, Santa Cruz service catalogs

25 Assess Reality! Take real interactions and assess: What worked really well? What was user happy about? What would improve the customer experience? What can we do to improve the process? What can we do to improve the communication? Are there risks we need to minimize? Provide training in skill areas Take action

26 Record Feedback Current Expectations/Perceptions Cm Action Serv/Pdcts Chg Desktop Desktop Support asks me the CHG Cross train/perform rotations to Support same questions the Service make sure Service Desk is Desk asked me. Can t they getting all information DS needs talk to each other? to have and documents it in the ticket. If not complete, DS can let user know what he already knows, and start with new questions. Desktop It takes them a long time to CM Have SD communicate service Support get to my desk from the time I level targets before hanging up call the Service Desk. with user.

27 Continual Improvement Culture Rounds proactively looking for unreported needs Calls to frequent flyers Monitor usage and proactively replace hardware before needed Service Recovery Culture Update and expand services in Service Catalog Status Info What s New Request Fulfillment Follow up (e.g. spot checks) Give the team a voice make them part of the solution

28 Can you: Promote your Value Site specific business tasks that your team facilitates completing? Quantify the amount of time your team has helped them save? Measure productivity gains facilitated by your team? Look for the metrics or information that you can use to quantify each of these.

29 Tips for Promoting Value Remember: your team is creating, confirming, or changing perception with EVERY interaction Communicate continually in multiple ways Structure your reports to convey value Promote value differently to different areas and levels of roles within your organization Make communicating value part of every process Build Relationships/trust

30 Putting Together the Puzzle The customer experience is made up of many aspects. Need to understand the situation and the trends of the collective situations It involves skills, tools, resources Processes and procedures Expectation setting Documentation Continually trend and measure Constantly improve (and involve your team) 30

31 Rae Ann Bruno:

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