Transform Your Service Desk by Using Award-winning Strategies

Transcription

1 Transform Your Service Desk by Using Award-winning Strategies Charlotte HDI Chapter Meeting March16, 2012

2 Who is Technisource? National Technology Talent and Services Provider Leading service desk provider for 20 years! 4.5 million interactions handled per year 1.8 millions users supported per year 2011 HDI Team Excellence Award Winner

3 Walk Away With 3 Ideas Continual Service Improvement 1. How to get started? 2. Some low-hanging fruit: First Contact Resolution 3. Do the Math: Business Impact 4. What are the tricks? Customer Satisfaction vs. Traditional SLAs 5. Why is Customer Sat becoming so important? 6. Do we really need all those reports? 7. How does self-service relate to Customer Satisfaction? 3

4 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 Top Outcomes: Improve Business Productivity Increase Customer Satisfaction Innovate Reduce Cost of Support 4

5 How to Get Started with CSI What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? Business vision, mission, goals and objectives Baseline assessments Set measurable & achievable targets Service & process improvement action Measurement & metrics Target Areas: KPIs FCR Escalated Incidents Top Ten Incidents Root Cause Analysis Change Management meetings Client meetings Team meetings 5

6 FCR is a great place to start! FCR Improvement has business power: Maintain or Reduce Support Costs Enhance Business Productivity Value Creation Opportunities SHIFT LEFT STRATEGY Knowledge Management Service Desk Desktop Support Shift Left Increasing Support Costs & Impact

7 Do the math: 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% Ask HR for Burdened Cost Per Employee Or estimate $25/hour

8 What are the tricks? CSI Keys to Success Dedicated, Independent, CSI Owner 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! 8

9 Why is Customer Sat becoming so important? Current Industry Trend Customer Satisfaction is becoming a TOP focus area! From HDI s 2011 Customer Satisfaction Benchmarking Report: 82% of support centers are measuring customer satisfaction in some fashion 66% send incident-based surveys to their customers after closing incidents. Why? The Service Desk is: the primary face of IT IT s leader in first impressions are lasting impressions chain Consumerization shows users various points of comparison and options for support Encourages usage of Level 1 vs. more expensive and/or informal support channels 9

10 What Technisource clients are saying We want to move the focus onto the customer experience. Customer Service MUST encompass the end-to-end processes throughout IT support at all levels. The statistics tell part of the story, the customer tells us what really matters. 10

11 Do we really need all those reports? Today s Key Metrics Today many desks measure many metrics Can be unclear as to why a metric is measured 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 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 11

12 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 Current Service Desks need multiple modalities: Millenials are highly connected, tech savvy, and want self service options Gen-Xers are also very selfreliant, and tend to prefer selfservice Baby Boomers, typically want personal (telephone) interaction Highly technical individuals (engineers, scientists, IT) tend to want options dependent upon the situation 12

13 More info on Continual Service Improvement See Ken Hayes article in the September/October 2011 issue of HDI s SupportWorld magazine 13

14 Thank you! 14