Acceleration Services. January, 2013

Transcription

1 Acceleration Services January, 2013

2 Turbo Charging Profits with Technical Support 1 Focus and Understand Current Strategy, Processes & Team Duration: First 30 Days 2 Develop and Enhance Infrastructure and Incident Management Processes Duration: First 30 Days 3 Recruit, Train & Deploy Superior Talent Duration: First 30 Days 4 Optimize Performance Meticulous Coaching, Mentoring & Performance Optimization Duration: Continuous 5 IT Leadership Ongoing Management, Technical Support & Best Practice Capture and Reuse Duration: Continuous 2

3 Comparative Models OverDrive Model Trained, Permanent Support Staff Focused Team with Personal Touch Dedicated Technician Approach Process-Based Approach Centralized US and Offshore Management & Support Client Technologies Supported Rich Knowledge Databases Incident or Problem Defined and Solutions Reused from Knowledge-base Client-Specific Methodology Efficient, Permits Client Insight Fixed Fee or Incident Pricing Typical Call Center Model Lower Skilled, Transient Workers Lone Wolf, Transactional or Metric-centric Mentality Labor Pool Focused on Crisis Situations Semi-Random Problem Resolution Limited or Native Supervision and Training, Absentee Owners Client Loses Technology Investment Client Dependent, Limited Data Capture Ticket Resolution is Total Focus, No Relationship Development or Learning to be Proactive Generic or No Methodology Heavy Client Soft Costs, e.g., Sneaker Net Hourly Pricing is Difficult to Track and Confusing 3

4 Why OverDrive Technical Support Works Time Management Expertise Incidents are geographically organized & scheduled for best use of regional support resources and employee time. Severity is identified and prioritized in our IT service management process. Quality Driven We provide four levels of support across four (4) subject matter domains (end-user, server, network): 1) Customer Service Representatives (CSR) for non-technical frequently asked questions, 2) Level 1 - Technical Analysts (TA), 3) Level 2- Technical Specialists and 4) Level 3- Systems Engineering (SE). Each level must pass an ISO industry standard test. We provide ongoing coaching and training that reduces call abandonment and mean time to resolution while increasing first call resolution so your employees remain effective at reducing costs, increasing revenue and improving the quality and image of your organization. Responsibilities can be found on pages Expertise We target between 20 and 25 incidents per TA for an 8 hours shift, providing your organization with the peace of mind in knowing your employees are focused on your business rather than computer downtime. 4

5 Why OverDrive Technical Support Works Script-Driven Conversations Our scripts are primarily a list of questions we need answered; however, innovative and inspirational style are packed into the dialog so that we form a relationship with each employee. This personal touch ensures a favorable employee experience that increases adoption of our services. Escalation Handling Our triangle skill set (technical, service and people) enables us to resolve level 1 incidents on the first call for end-user systems; however, more advanced incidents require escalation to level 2 and possibly level 3 engineering. TAs will continue to ask questions to document more severe or advanced incidents and ensure level 2 specialists receive the hand-off efficiently so your employees remain effective. Information Capture (Speedometer) Because our process is thoroughly scripted with a personal touch, we create vital problem resolution information that your organization might not have learned otherwise. We provide detailed problem circumstances, the first step in turning employee support needs into solutions that can be referenced on future calls to reduce mean time to resolution. 5

6 What Makes Technical Support Professionals Superior Metric & Motivation Management Process (Tachometer) Hourly and daily metric dashboards define productivity; however, our center leadership uses inspiration to motivate world class support outcomes for our client employees. Problem resolution analysis and listen-ins creates real-time improvements in critical people skills, such as, critical thinking, conflict resolution, active listening (mirroring) and empathy. Personnel Adjustments For Dedicated TA services, we assign TAs to clients based on their technical experiences and people skills of inspiration and innovation, creating confidence and enthusiasm, and increasing productivity. TAs with geographic expertise are aligned with employees of a specific region to increase the likelihood of forming a relationship based on area affinity. Many TAs were either CSRs or Inside Sales Professionals (ISPs) for technology clients in our outbound lead generation services and can empathize with employees who may be direct sales professionals. Training and Monitoring Professionals are monitored and reviewed daily, instilling consistency and leveraging success. 6

7 What Makes Technical Support Professionals Superior Comprehensive Capabilities of Our People Hardware Experience Software Experience Escalation Levels End User PC/Mobile DELL, HP, Lenovo White Box Apple Macbook Apple ipad, iphone Microsoft (MS) Windows Microsoft Explorer Microsoft Office Microsoft Outlook Levels 1, 2 and 3 OEM forward for Warranty Servers DELL, HP, IBM Microsoft Exchange MS OS,.NET, Web Services Domain Controller DHCP, VMware, HyperV Level 1, 2 and 3 Network Cisco and others Switches, Routers WCS / Wireless Controllers Standalone AP Firewalls VPN Clients Level 1, 2 and 3 Pricing Options Coverage Models 1) Fixed Per Dedicated No. of Technicians 2) Fixed Fee + Incident 1) Business Hours 2) After Hours 3) 24 x 7 7

8 What Makes Us Superior Technical Analyst Level 1 TA Responsibilities (Example) This role is skilled in the installation, configuration and use of the technology. Responsibilities, include, but are not limited to: 1. Answering incoming phone calls, s and chat sessions from our customers, creating support cases, logging all activities to issues in the support problem tracking system, and tracking the issue through to completion. 2. Remotely access user s device to assist with timely resolution. 3. Work closely with other support resources to provide solutions to our customers. 4. Contribute to support team knowledge-base to reduce future resolution time. 5. Analyze the incoming call for the root cause of the issue. 6. Provide timely resolution to the customer and keeping them informed throughout the life of the issue. 7. Properly documenting all actions taken to resolve the call. 8. Escalating the call when necessary to level 2 Technical Specialists. 8

9 What Makes Us Superior Technical Specialist Level 2 TS Responsibilities (Example) This role is skilled in Level 1 duties, plus the programming of the technology. Responsibilities include, but are not limited to: 1. Accept escalations from Level 1 support queue and update/create support cases. 2. Provide overflow assistance to Level 1 support queue. 3. Answer escalated and overflow support calls in a timely manner. 4. Remotely access user s device to assist with timely resolution. 5. Work closely with other support resources to provide solutions to our customers. 6. Contribute to support team knowledge-base to reduce future resolution time. 7. Analyze the incoming call for the root cause of the issue. 8. Properly documenting all actions taken to resolve the call. 9. Escalating the call when necessary to level 3 Systems Engineering. 10. Potential candidate for leading a team of Technical Specialists and mentorship of TAs as demonstrated by developing training materials, conducting classes and OEM certification in a specific technology. 9

10 What Makes Us Superior Systems Engineer Level 3 SE Responsibilities (Example) This role is skilled in Level 2 duties, plus the development and integration of technology and management of key partnerships. Responsibilities include, but are not limited to: 1. Accept escalations from Level 2 support queue and update/create support cases for advanced setup, programming and integration of multiple technologies. 2. Provide overflow assistance to Level 2 support queue. 3. Answer escalated and overflow support calls in a timely manner. 4. Work closely with other support resources to provide solutions to our customers, including Engineering, Product Management and development arms of OEMs. 5. Contribute to support team knowledge-base to reduce future resolution time and develop new offerings with Product Management. 6. Properly documenting all actions taken to resolve the call. 7. Escalating the call when necessary to OEMs and managing relationships with OEMs. 8. Potential candidate for leading a technical support or contact center function as demonstrated by industry recognition, ITIL Master certification, white paper publishing and HDI senior membership or chapter leadership. 10

11 Tachometer and Speedometer Details Speedometer (see slide) Our technical support stage assessment enables value driven workflow, based on the incident management process stages within the account record, stages that are unique to every client s support cycle because of the technologies employed, e.g., custom software. Speedometer measurements are tailored to, specific client objectives, a profiling of the account, and creating value based on the circumstances within each organizational environment. Question based scripts are built into every contact record (omitted from slide for confidentiality purposes), enabling a detailed information transfer. Tachometer (see slide) Our dashboard metric analysis, managed in hourly increments, shows the progression of calls as we progress, enabling us to use percentage based trend analysis, rather than isolated steering, to drive our decisions. Statistical summaries and trends allow you to see exactly what happened and why it is happening granular accountability, rather than the self serving summaries on which outsourcing forms typically rely. 11

12 Speedometer Value Driven Workflow Support stage assessment sourced Unique client incident queue and escalation CSR dashboard with severity colors, mix, urgency Speedometer Measurements Tailored to specific client objectives Employee profiling Question Based Scripts Built into every client record Answers, actions and resolutions stored by type 12

13 Tachometer Dashboard Metric Analysis Managed in hourly increments Shows incidents in progression as support progresses, enabling the use of percentage based trend analysis, not isolated steering, to drive our decisions Statistical Summaries and Trends Allow you to see exactly what happened and why it s happening Granular accountability, rather than the self serving summaries on which outsourcing forms typically rely Map metrics to Satisfaction Survey so we know why we are the best, where to make changes and how to replicate success. 13

14 Overview of Benefits Identify and resolve problems quickly, reduce expense and, when combined with lead generation, increase revenues and profits Gain immediate access to high performance technical support and technology Eliminate turnover and improve employee performance five fold Five to 20 times reduction in support costs and much lower cost per idle employee Scalability, risk mitigation, industry expertise, performance management Sales OverDrive assumes full responsibility for performance and professionalism 14

15 We invite you to visit our website at for more information. Or please feel free to contact our Corporate Headquarters Bob Howard Cole Whitney