Remote Support: Key Metrics to drive Improvement in your Center

Transcription

1 Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0

2 Why Are Metrics Not Improving? 66 percent of leaders increased their emphasis on service and support in the last year but less than half had realized any change whatsoever. Over 56 percent of respondents reported no change in first call resolution 64 percent failed to improve call handling times Nearly 50 percent, incident resolution at first tier was stagnant. Source: Supportindustry.com 1

3 Increasing Workload Environment Tickets have increased in 66% of service desks Decreased in 13% of service desks 54% of desktop support groups have seen increases in ticket volumes 16% saw a decrease in ticket volume 2

4 Increasing Workload Environment Labor costs represent 85% to 90% of total support costs. Source: First-Contact Resolution Remains Important Metric for IT Service Desk: David M. Coyle, Kris Brittain, Gartner, October 18,

5 Remote Support Use How do we handle additional volume without the need to increase costs (i.e. Headcount)? 4

6 Remote Support Use Remote Support Can Help How does remote support impact the organization? Case studies showed an increase of 50 to 90 percent in first contact resolution (from an average of 45.9) when using PC remote control software. The average talk time was also shown to improve by 25 to 90 percent One Bomgar case study showed a decrease in call escalations of 80 percent. Who uses remote support? 87% of desktop support organizations 66% of support desks (info from HDI) Source: Service and Support Professionals Association (SSPA) 5

7 What is Driving a Decrease in Volume? Source: HDI Salary and practice survey 6

8 Top technologies for successful support Source: HDI Salary and practice survey 7

9 Remote Support Use Support Metrics 8

10 Time to Resolve Service Desk Tickets Only 22% of issues are resolved in less than 1 hour BUT Average handle time for contacts into service desk is 10 minutes (HDI) Where is the extra workload being tracked Driving increased customer call backs and delayed resolution Source: the HDI Salary and practice survey 9

11 The Gap between Effort and Resolution 20% of organizations state their FCR is between 25-50% Incorrect calculation of FCR can negatively impact corrective action Source: HDI Salary and practice survey 10

12 The Gap between Effort and Resolution 54% of tickets are resolved in 8 hours BUT 98% of tech effort is 8 hours or less Source: HDI Salary and practice survey 11

13 Remote Support Use How do we reduce the wasted time between effort and issue resolution? 12

14 Close the Gap Between Effort and Time to Resolve Traditional Phone Support Model Call for Support Opening Agree on Issue Web-based Support Model Go to Support Portal Request Support Diagnose and Research Issue Total Duration = 59 mins Tier 1 Time = 13 mins Tier 2 Time = 46 mins Customer Time = 50.8 mins Initiate Chat Transfer Deliver Solution and Confirm Understand Issue Diagnose and Deliver Solution Research Diagnose Issue and and Deliver Confirm Solution Closing Research Diagnose Issue and and Deliver Confirm Solution Research Issue and Confirm Call Customer Back/Diagnose Exit Survey Deliver Solution and Confirm Total cost per call = $85 Closing CSAT Survey Total Duration = 26 min Tier 1 Time = 10 mins Tier 2 Time = 16 mins Customer Time = 28 mins Total cost per call = $36

15 Chat/Remote Control /Ticketing Integration Phone, Front-End Portal, Remote Support or Chat Intelligent Collaboration Chat or Phone Session Remote Control or View Only End Session / Survey Customer Info Ticketing system Session Details 14

16 Tier 1 Should and Could Resolve More A recent HDI survey showed that over 20% of Desktop Support departments say that greater than 30% of escalated issues could have been resolved by Tier 1. 15

17 Remote Support Improves FLR 16% point improvement 16

18 Cost Per Ticket Chat is cheaper than and phone and is a great channel to drive customers for issues that require remote support and drive greater Level 1 resolution Source: HDI 2013 Practices & Salary Report 17

19 Impact of FLR on Cost Source: the HDI Salary and practice survey 18

20 Impact of FLR on Cost Improvement in FLR: 16% Cost Savings: $145k Savings as a % of Total Cost: 8% Source: the HDI Salary and practice survey 19

21 Remote Support Use Phone vs. Web-based Support 20

22 Inefficiencies of Phone support Service Level Target: 80% of calls answered in 40 seconds To meet service level targets there is a substantial amount of time where agents are idle Phone is one to one and there is no possibility for concurrent interactions To drive increased productivity you can use some of the idle time to work quick issue types like password resets 21

23 Calculating Chat and Remote Support Handle Time One phone call takes 6 minutes of talk time and 3 minutes of after call work (acw). Total AHT: 9 min An agent handles two chats/rs both take 10 minutes Reported AHT: 10 minutes per chat/rs BUT. An agent handles a chat that takes 10 minutes. 5 minutes into the chat they start another chat that takes 10 minutes and work both concurrently. Actual real impact to staffing is 15 total minutes. Revised AHT is 7.5 minutes per chat for staffing purposes Integration into your CRM can also include the chat logs which reduces documentation time and after call work 22

24 Staffing Sensitivity to AHT In this example the difference between using a 10 minute AHT and 7.5 min is the equivalent of 7 FTE or an increase in staffing of 21%. Assuming a $50k Fully burdened salary that is $350k per year 23

25 CSAT 24

26 MTTR affect on CSAT 25

27 FCR impact on CSAT 26

28 Remote Support Impact on CSAT Fortune 100 Global technology company supporting hardware and software with Remote Support CSAT Scores With and Without Remote Support Operating System 1 Issue Type With RS Without RS Operating System 2 With RS Without RS Issue Type % 89.6% Issue Type % 88.2% Issue Type % 87.3% Issue Type % 84.5% Issue Type % 81.8% Issue Type % 86.2% Issue Type % 76.5% Issue Type 4 95% 88.4% Issue Type % 88.7% Issue Type % 86% Issue Type % 84.4% Issue Type % 89.2% Conclusion: The use of Remote Support significantly improves CSAT scores over multiple operating systems and issue types. 27

29 Key Takeaways If implemented correctly, remote support can drastically improve FCR, FLR, efficiency and CSAT Think of remote support as part of your platform and as a process and not just as an extra tool Tech Effort is a metric that should be tracked and analyzed to drive optimal performance in your center (capacity planning, driving improvement in resolution, understanding utilization, etc) Integration of knowledge base, chat, remote support and ticketing system assists in closing the gap between tech effort and issue resolution Invest more time in tools and processes that drive quicker resolution on the backend then just trying to answer contacts quicker (customers have shown to care more about first contact resolution than speed of answer followed by multiple touch points) 28

30 QUESTIONS? Follow-up: 29

31 Bomgar at a Glance Next Generation Remote Support - Supports Internal & External Networks - Supports Mobile, Servers, Desktops - Collaboration, Chat, Surveys #1 in Enterprise Remote Support Securely support remote Windows, Mac, Linux & Mobile Devices Net Promoter Score = 65 Trusted by 8,000+ customers around the world:

32 Appliance Based Architecture Support Rep Customer Phone & Tablet Phone & Tablet Desktop & Laptop Desktop & Laptop Virtual or Physical Attended and Unattended Support Server & Kiosk 31

33 ITSM and Remote Support provide mission-critical functionality Focus should, therefore, be enabling Service Desk and Desktop Support to do their jobs better, easier, faster!!

34 Business Value & ROI 2 nd Generation Technology Delivering Substantial Operational Gains Security: Addresses #1 security vulnerability of enterprises; Centrally Controlled, 3rd Party Tested, DoD-Validated Mobile Support: Works Across Major Mobile OS and Device Platforms for Client and Rep IT Inter-Operability: Supports Multiple Use Cases and Platforms (Win, Mac, Linux, Blackberry, Android, ios) Web-Enabled: Supports Internal & External Network Environments without Existing Configuration or Infrastructure Collaboration: Supports Session Sharing / Escalation and Vendor Access Management Manageability & Scalability: Scales to 10K+ Reps, ITSM Integration, Automation, Policy-Based Provisioning, In-Depth Analytics Staff Utilization 1 st Call Resolution Customer Satisfaction Incident Handling On-Site Visits Call Escalation from 10-30% from 20 to 50% up to10% from 10 to 50% Eliminate 90% from 10 to 30%