Tific Support Automation
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- Ezra Randall Hoover
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1 Tific Support Automation 1"
2 2"
3 3"
4 4"
5 You ve"probably"heard" this"before" " " Why$is$'fic$$ Support$Automa'on$ Different?$ 5"
6 6"
7 Support Automation offers compelling value Example: major hotel chain 3500 properties Number of end-user incidents handled daily 2,500% Average cost per incident $28%% Percentage calls escalated to level 2 20%% Percent increase in cost for escalated support 150%% Number of incidents handled annually 650,000% Estimated annual support cost (1st line) $18,200,000%% Estimated annual support cost for escalated incidents $5,460,000%% Total support cost $23,660,000%% Enter % of eliminated first calls (self service) 20%% Enter % increase in 1st call resolution (assisted service) 10%% Support operations saving - eliminated calls $4,186,000%% 7"
8 Top 10 Problem Categories Typical Enterprise 25k Incidents/month "
9 Top 10 Problem Categories Typical Enterprise 25k Incidents/month Supported by the Tific Support Automation Suite "
10 Support Automation enhances existing processes Incident / Problem Management Known Problem Incident Problem Request Change Reporting Analyze Root Cause Determined Automatic Detection Automatic Remediation Support Automation 10"
11 Assisted Service (uh-sist-id-sur-vis) - n Incident resolution requiring end user communication with a support analyst through either Chat, , Incident Management Portal or Phone channels. Benefits: Employee Productivity, Employee Satisfaction, Reduced Average Handle Time, Increased First Call Resolution Issue occurs User Contacts Service Desk Agent provides Solution State Normalized 11"
12 1" 2" Bob"is"unable"to" print"to"their" Default"Printer" Bob"Contacts"the" Help"Desk" 4" 5" The"Agent"sees"the"problem" "Bob" recently"changed"the"default"printer"" Agent"uses"the"Technician"Portal"to" send"the"fix"over"secure"connecnon"to" the"bob s"pc"o"all"acnons"are"then" tracked"in"the"ncket"work"log" 3" The"Agent"uses"the" Tific"Technician"Portal" to"review"current" state"of"the"bob s"pc" 12"
13 Self Heal (self heel) n Proactively diagnose issues found on the end-point PC, ultimately fixing the problem using automation. Automations can exist with or without end user intervention. Benefits: Call Avoidance, Employee Productivity, Employee Satisfaction Issue occurs Issue detected Remediation applied State Normalized 13"
14 1" Bob"is"having"a"problem" with"his"vpn"applicanon" 2" Tific"Enterprise"Assistant" detects"and"fixes"the" problem" 3" VPN"applicaNon"is" restarted"and"works!" And"a"L0"Ticket"is"filed"" in"the"background" 14"
15 Self Service (self-sur-vis) n Self-sufficient resource for end users to search and locate environment-specific information needed to work through complex problems. Solutions can be manual or automated. Benefits: Employee Productivity, Employee Satisfaction, Call Deflection Issue occurs Employee Searches Portal For Answers Employee fixes Issue State Normalized 15"
16 1" Bob s"network" connecnon"is"down" 2" Tific"Enterprise"Assistant" detects"and"validates"the" Issue" 3" Clicking"on"the"popOup" dialog"opens"the" Enterprise"Assistant"to" the"appropriate"page" 4" Bob"can"see"what"the" problem"is"and"click"to" fix"the"issue."" " L0"Ncket"created"in"the" background" 16"
17 Self Healing & Assisted Service Content Development & Reporting Enterprise Assistant Technician Portal Creator Discovery Tific Application Server Technology Platform and Tools Service Automation Software Virtual Support Agent, Triage and Service Portal Graphical Content Development IT Product Owners Professional Services Reporting & Analytics 17" Company Confidential 17"
18 Value and Maturity 40%" Reduced%Cost%of%Service%(%)% 35%" 30%" 25%" 20%" Self1Healing% O Call"DeflecNon" O Higher"CSAT" Assisted%Service%(Phone)/ O Lower"AHT" O Improved"FCR" O Higher"CSAT" Self1Service% O Call"DeflecNon" O Higher"CSAT" O Higher"margin" Assisted%Service%(Chat/Enabled)/ O Lower"AHT" O Improved"FCR" O Higher"CSAT" Maturity% 18"
19 Value and Maturity 40%" High Reduced%Cost%of%Service%(%)% 35%" 30%" 25%" 20%" Self1Healing% O Call"DeflecNon" O Higher"CSAT" Assisted%Service%(Phone)/ O Lower"AHT" O Improved"FCR" O Higher"CSAT" Self1Service% O Call"DeflecNon" O Higher"CSAT" Assisted%Service%(Chat/Enabled)/ O Lower"AHT" O Improved"FCR" O Higher"CSAT" End%User%Behavior%% Low Maturity% 19"
20 Large Software Company Organization Summary 140,000 end users (Windows 7) 50,000 administrative users 40,000 software engineers 50,000 contractors Service desk: 400 agents Incidents per month: 90,000 Service Desk Business Drivers Move from reactive to proactive Lost end user productivity: 60 minutes per incident Annualized: 540 man years ($54M) End user satisfaction Incident deflection objective: 40% 20"
21 Large Software Company Background Organization Summary 140,000 end users (Windows 7) 50,000 administrative users 40,000 software engineers 50,000 contractors Service desk: 300 agents Incidents per month: 90,000 Service Desk Business Drivers Move from reactive to proactive Lost end user productivity: 60 minutes per incident 540 man years $54M per year End user satisfaction Incident deflection objective: 40% Deployment Summary Automations examples: Outlook Unified Communications: Lync Computer Failure Battery Processor Memory Network Access Protection: Nap Business Benefit (6 months): Call deflection: 13% Currently measuring: End User Satisfaction End User Productivity 21"
22 Global Manufacturing Company - Organization Summary - Operations in 18+ countries - Multiple languages - 21,000 end users (XP & Win7) - Service desk: 45 agents - Incidents per month: 23,000 - Business Drivers - Consolidation of service desks - ROI not dependent on changing end user behavior - Reduction in operational costs - Call deflection objective: 15% - Reduce AHT: 10% - Improve FCR: 10% 22"
23 Global Manufacturing Company Background - Organization Summary - Operations in 18+ countries - Multiple languages - 21,000 end users (XP & Win7) - Service desk: 45 agents - Incidents per month: 23,000 - Business Drivers - Consolidation of service desks - ROI not dependent on changing end user behavior - Reduction in operational costs - Call deflection objective: 20% - Reduce AHT: 10% - Improve FCR: 10% Deployment Summary - Automations released - Self-healing examples: - System - Desktop Compliance Repair - WMI - SCCM - Symantec Antivirus - WLAN - Support Analyst Console (L1) - Business Benefit (1 year) - Call deflection: 12% - Reduction AHT: 7% - Improvement in FCR: 5% 23"
24 Representative Customers Hi-tech Manufacturing Communication Managed Services Other More then 70M users deployed 24"
25 Support Automation Business Drivers Service Level IT Benefit Business Impact L0 Self-healing Call Deflection 30% of incident volume L0 Self Service Call Deflection 10% of incident volume L1 Assisted Service Resolution Rate 10% improvement in FCR L1 Assisted Service Average Handle Time 15% improvement in AHT L1 Assisted Service Enablement of alternative Support Channel 30% more cost effective support channel Service Desk Customer Satisfaction Proactive Service Desk Summary:% 1. Lower"Service"Desk"OperaNonal"Costs"30%"to"40%" 2. ProacNve"Service"Desk:""L0,"L1,"L2"&"L3"service"delivery"model" 3. ReducNon"is"service"desk"churn"and"improvement"in"moral" 25"
26 About PlumChoice U.S. Headquarters: Boston, MA EU Headquarters: Gothenburg, Sweden ~800 employees including >50% technicians/agents Leading provider of Premium Technology Care Services Unparalleled experience in large-scale, remote services deployments 65% of business is subscription-based software/services Optimized offerings for SMBs and consumers Leading provider of IT Services Automation Solutions Solution deployed to tens of millions of end-points Proven enterprise-class technology Standard user configuration management Support services automation software, and premium services built on patented SAFElink Technology Platform Industry leading Customer Satisfaction and Net Promoter Scores 26"
27 QuesMons% 27"
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