Improve Internal Customer Service While Administering Multi-Vendor Voice Systems
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1 WhitePaper Improve Internal Customer Service While Administering Multi-Vendor Voice Systems HOW UNIFIED VOICE ADMINISTRATION CAN IMPROVE INTERNAL CUSTOMER SERVICE AND IMPACT YOUR ORGANIZATION'S BOTTOM LINE.
2 Executive Summary Improving internal customer service has great potential to impact a business s bottom line. Corporate employees depend upon services like IT and telecom help desks in order to do their work. Since that work is often directly related to externally-facing activities, such as sales, marketing, or customer service, it is critical that a help desk s internal customers receive quick resolutions to their problems so the employees can get back to their jobs. External customers benefit directly when help desks can fulfill internal customer requests and solve problems rapidly and accurately. As IT and telecom departments converge within organizations, opportunities arise for streamlining both IT and telecom-related problem management and customer requests. Systems like unified voice administration can be used to improve processes surrounding telecom-related help desk incidents and offer keys to creating more efficient customer service processes, removing redundancy, and automating tedious tasks. Specifically, unified voice administration systems enable telecom groups to respond to trouble tickets more quickly and even allow help desk associates to directly process simple requests for their customers. Additionally, with their support for open standards and database synchronization, unified voice administration applications offer numerous possibilities for integrating into other service desk systems and automating several different types of customer service processes. The result for businesses is not just improved internal customer service, but also lower operational costs. Introduction Companies have long recognized the importance of external customer service and the direct benefits satisfied customers bring to the bottom line. However, internal customer service, and its potential impact on the business, has just recently begun to get the recognition and focused attention it deserves. As the consulting firm Kirk Miller & Associates states, Superior internal customer service improves morale, productivity, employee retention, external customer service and, ultimately, profitability. Arthur M. Blank, co-founder of Home Depot, agrees, saying that caring for your associates is fundamental to caring for your customers and shareholders. (Miller, Scott. Internal Customer Service: Getting Your Organization to Work Together. Entrepreneur.com, May 13, 2002). PAGE 2
3 Huge opportunities for improving internal customer service exist in nearly every organization. According to a 2006 survey of over 1100 respondents by HDI, a leading association for IT service and support professionals, more than 50% of the customer service professionals surveyed reported that their companies do not measure employee satisfaction at all. And of those who do, nearly 63% indicated that employee satisfaction was quite low, demonstrating a need for more focus on employees. Improving internal customer service is not only important to IT and business line managers, Help desk associates themselves recognize the importance and the value of improving internal customer service. More than one-third of all respondents (34%) stated the most important factor motivating them was their desire to contribute to their companies (HDI). Despite widespread implementation of IT service desk systems, there are still many opportunities for customer service process and system improvement. This white paper will focus on how processes surrounding telecom-related help desk incidents can be streamlined and improved. Specifically, unified voice administration systems enable telecom groups to respond to trouble tickets more quickly and even allow help desk associates to directly process simple requests for their customers. Unified voice administration systems offer keys to streamlining customer service processes, removing redundancy, and automating tedious tasks. What is Unified Voice Administration? Unified voice administration applications provide a centralized interface and toolset that enables enterprise provisioning of telephony assets and the administration of corporate PBX and voice messaging systems. At the core of a unified voice administration application is a vendor-neutral architecture, with prebuilt integrations to many of the leading PBX, voice messaging systems, and directory services, using each system s published API. By linking related PBX, voice mail, and directory systems, unified voice administration applications provide an enterprise-wide view of all user and system profile data, including elements like directory information, phones, classes of service, voice mailbox settings, and voice distribution lists. With unified voice administration, telecom administrators and managers can: View global lists of managed systems Perform Moves, Adds, Changes, and Deletes (MACDs) with fewer errors and a reduced number of steps PAGE 3
4 Audit MACD activity Manage voice mail distribution lists Automate processes for the provisioning of telecom assets, including updating the appropriate user profile information on other critical business systems such as directory services, HR, E-911, etc. Group available resources into manageable ranges View availability of telecom resources and reserve those assets for specific projects Use templates and other methods for bulk provisioning Because unified voice administration systems also have role-based security, a help desk role can be created which grants specific functions and capabilities to help desk associates, enabling them to have restricted Web-based access to portions of the voice administration system to help internal customers with requests such as password resets, name changes, and enabling or disabling phones. How does Unified Voice Administration help improve Internal Customer Service? Unified voice administration improves internal customer service in two primary ways: 1. When help desk associates route telecom-related trouble tickets to the telecom group, telecom administrators are able to troubleshoot and process these incidents more quickly. 2. Telecom groups are able to delegate certain functions directly to the help desk, enabling help desk associates to immediately provide a solution to the customer. 1. Faster troubleshooting and request processing Every day, telecom groups receive trouble tickets or work orders that are routed to them from the customer service desk. These customer requests span a number of different topics, including among others: Password resets Name changes Requests to move a phone or change an extension Reports that phone or voic is not working properly Voice mail list management requests PAGE 4
5 With unified voice administration, telecom operations are able to process these types of work orders more quickly and efficiently. For example: A point-and-click interface improves accuracy and results in fewer administrator errors during profile changes. Administration, provisioning, and reporting processes are streamlined by eliminating redundant, manual data entry. A centralized user interface provides simultaneous visibility to multiple related systems, simplifying troubleshooting. More detailed reporting and audit capabilities enable telecom and IT managers to track service levels and to provide help desk associates and end users with more accurate status updates on work requests. 2. Empower help desk associates to resolve basic telecom-related requests. Why should help desk associates even route all voice system-related tickets to the telecom group when, with the right tools, they can resolve the issues themselves? Unified voice administration allows companies to completely bypass this step for commonly requested tasks like password resets and name changes. Unified voice administration systems have role-based security. With this feature, separate roles can be created for help desk associates. Permissions to access certain PBX or voice messaging systems can then be delegated to the help desk role in a way that enables simple operations like voic password resets and name changes to be off-loaded from the core telecom group. Help desk associates then access these functions from a web-based interface. The limited permission settings on the help desk role prevent the associates from making widespread changes or getting in over their head. Because they are logging into the voice administration system, and not directly into the PBX or voice messaging system, there is no need to provide more users with the sensitive PBX and voice mail logins and passwords. Once help desk associates have the authority to execute these common yet simple operations, the rate of first-call resolution for callers is dramatically increased. As an example, a major airline implemented a similar help desk application at the check-in desks at each flight attendant hub. Now that those help desks can handle password resets, 75% of trouble calls are being handled during the first call. It gets our people back on the road quickly, said the messaging technology manager. PAGE 5
6 Unified Voice Administration Supports Process Automation Customer service and help desk tools include a variety of applications: trouble-ticket and problem management, reporting, workflow, knowledge management, asset management, and network management systems, from vendors such as BMC, CA, and HP to name a few. Unified voice administration is also an important element of the customer service tool suite. None of the other systems mentioned above directly address telecom-related incidents or customer Process User provisioning Automation Scenario In preparation for on-boarding a new employee, a hiring manager submits a work order request to set up the appropriate IT and communication assets. The work order triggers a user provisioning workflow. By querying the employee s job title in the HR database, the work order is automatically expanded to include the appropriate phone type, voice mail lists, mobile device, and application IDs and passwords. These assets can then be automatically created and assigned to the new employee. Asset and inventory management When an employee leaves the company, HR triggers the off-boarding process. This creates requests for all the appropriate systems to deactivate the assets assigned to that user. The unified voice administration system de-provisions the voice mailbox and returns the phone to available status. The underlying database is automatically synchronized with the integrated asset management system. Work order fulfillment A director would like to have a voice mail distribution list created and maintained daily for his whole organization, even though the members of his organization change frequently. He submits this request to the telecom department. The telecom administrator adds the membership criteria to an automated script, assigns the list number, and informs the director of the number. Each night the automated script accesses the HR system to determine which employees match the criteria (e.g. are a member of his organization) and then uses this information as input to the unified voice administration system to add or delete members of this list as needed. Since the automated script is executed each night, the director s organization voice mail distribution list is always accurate. PAGE 6
7 requests. With its support for multiple different open standards and data synchronization capabilities, unified voice administration software offers the potential to integrate telecom-related service desk processes with these other systems. Integrating IT and telecom administration processes and tools helps organizations move one step closer to achieving a one-stop shop service desk. Integrating the voice administration tools with these other types of systems can help enable process automation as well. Reducing redundant steps and automating portions of the process helps to shorten response times and results in happier customers. See the table below for examples of common IT and communication service processes that could be automated. Improve Internal Customer Service AND Reduce Costs Shorter process times drive lower operational costs. It s as simple as that. Reduce resolution times for incidents through better tools, automation, and removing redundant steps, and, as a direct result, lower the associated costs. Many customer service desks have introduced multiple options for delivering service, including , online chat, and self-service capabilities. Yet, phone-based support is still most popular, with an average of 70% of incidents being handled via telephone (HDI, 2007). Expanding selfservice capabilities and encouraging end users to take advantage of them drives operational costs down substantially. With the same role-based security that enables help desk associates to immediately resolve basic telecom-related incidents, unified voice administration can be used to support self-service solutions for those same common functions, as illustrated in the following example: A Fortune 500 manufacturer with over 80,000 employees worldwide implemented a unified voice administration application with self-service capabilities for end users. The manufacturer uses the automated solution to process over 18,000 voic password reset and name change requests a year through its company intranet. This automated self-service solution saved the company an estimated $1.7 million dollars in the first year alone. PAGE 7
8 Are we compatible? Unimax software is compatible with leading PBX, voice messaging and unified communications systems from Avaya, Cisco, Legacy Nortel, Microsoft, AVST and others. For more information on specific system compatibility, please us at Conclusion Improving internal customer service and reducing operational costs are two key goals for nearly every organization. Through streamlining help desk processes and removing human latency from telecom-related customer incidents and requests, unified voice administration systems help companies realize both of these goals. First, unified voice administration enables telecom groups to process user requests and troubleshoot problems more quickly. Unified voice systems present a cross-system view of all linked PBX and voic systems, track MACD activity, and record administrator actions. This makes it easy for administrators to quickly locate problems and correct incorrect settings or information. Additionally, a point-and-click user interface and synchronization of related data across systems improves data accuracy. Second, unified voice administration systems enable the more common, straightforward tasks to be delegated directly to help desk associates, allowing them to resolve more customer requests while the caller is still on the phone. Finally, unified voice administration offers limitless possibilities for automating and integrating with other service desk and enterprise systems, creating potential for even greater cost savings. For more information on Unimax s Unified Voice Administration products and services, please contact us at (800) or by at TellMeMore@unimax.com. Visit us online at Unimax Systems Corporation 50 South Sixth Street, Suite 900 Minneapolis, MN Contact us: TellMeMore@unimax.com Phone: (800) Fax: (612) Unimax Systems Corporation. All rights reserved. This document is for informational purposes only. Specifications are subject to change without notice. Unimax Systems Corporation makes no warranties, express or implied, in this summary. All trademarks are the property of their respective owners.
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