Improving Customer Support Through the Service Desk

Improving Customer Support Through the Service Desk UNM Tech Days May 15, 2013 Andrea Rodgers Service Desk and Incident Manager, UNM Information Technologies

Agenda About the project Support People Access Knowledge Support definition Communications Results 2

ABOUT THE PROJECT

LoboMail Project Scope Implementation Scope Upgrade webmail and UNM GroupWise to LoboMail Web mail UNM GW Lobo Mail 4

Why are we changing email systems? Growing demand for More storage, bigger mailbox quota More functionality and features Better support for mobile devices Current webmail system just outdated 5

What is O365? Office 365 is a suite of services that includes: Exchange Online (email, calendar, contacts, and tasks) Lync Online (IM & online meetings) SharePoint Online (websites, collaboration) Office Web Applications (Microsoft Office tools online) The LoboMail project is implementing Exchange Online only 6

LoboMail Project Phases Phase 1: Students, from webmail Migrated in batches, registered students first Phase 2: Staff and Faculty, from webmail Includes department, service, and guest accounts Phase 3: UNM GroupWise Email, calendar, contacts will be copied over Resource accounts (rooms, projectors, etc.) 7

LoboMail Project Timeline Jan- May 2012 Planning Infrastructure build-out Pilot testing Summer 2012 Phase 1: Student migration and go-live Support docs and training Fall 2012 Faculty & staff migration - Phase 2: Webmail - Phase 3: GroupWise 2013 Demise Webmail Demise UNM GroupWise 8

Overview of process Create new mailbox Copy email Activate mailbox Note that we are migrating users, not data Email and calendar data is copied from one mailbox to the other Users will still be able to log into the old Webmail mailbox to confirm that everything was copied over 9

Change to Webmail interface Once LoboMail mailbox is active and receiving mail, Webmail mailbox is inactive Users can log in for reference, but cannot receive new mail there 10

SUPPORT People

People: Regular Staff Coordinator on Duty Shifts to oversee environment SME for services One CoD as primary coordinator for implementation User Support Analyst Tier 2 SME for other Service Desk staff 12

People: Student Staff User Support Consultant 1 Alpha testers Early adopters Front-line support User Support Consultant 2 Pre-alpha testers Knowledge authors SMEs Tier 2 13

SUPPORT Access

Access: Testing and development Test accounts Pre-alpha testing and knowledge development Service Desk Early Adopters Alpha testing and knowledge development Other IT Beta testing Volunteers Pilot ALL elements of production 15

Access: End users Phased rollout 10,000 students/day (~39,000 total) Early morning M, T, Th, F 16

SUPPORT Knowledge

Knowledge: Project Site vs KB Information about the LoboMail project available at lobomailinfo.unm.edu Information about the production LoboMail service available in FastInfo 18

Knowledge: Development Review existing knowledge Metrics: # of hits, user rating Phase 1 vs Phase 2 vs Phase 3 Test accounts for first pass at user FAQs Alpha testing at Service Desk Confirm FAQ usefulness and accuracy Identify triage docs Link each ticket to a knowledge article or propose a new one Pilot testing Finalized knowledge for pilot 19

Knowledge: Answers Created 18 16 14 12 10 8 6 4 2 0 20

Knowledge: Selling It FastInfo provides consistent, searchable knowledge designed to answer our customer s frequently asked questions FastInfo contains the official answer that has been reviewed and approved by UNM IT FastInfo is available 24 x 7 x 365. It helps the customer find answers to their questions whenever they want FastInfo allows our customers to help themselves. It reduces assisted support costs and provides customers with another option for support. 21

Knowledge: Process If a FAQ is missing from FastInfo, tell us! Submit a Service Request at help.unm.edu, requesting that we create a new FastInfo with the FAQ that you ve identified Business Line: Academic & Instructional Category: Analysis & Design Service: Customer Support Documentation Request Type: New 22

Knowledge: Process If an existing FastInfo is incorrect, or would be more useful with modifications, tell us! Submit a Service Request at help.unm.edu, requesting that we modify that FastInfo. Make sure to include the specific FastInfo number. Business Line: Academic & Instructional Category: Analysis & Design Service: Customer Support Documentation Request Type: Modify 23

Knowledge: How Do I Get Started? 24

Knowledge: How Do I Get Started? Setup your phone and other mobile devices: LoboMail is compatible with all devices that support Active Sync: iphone/ipad, Android, Windows. Turn Conversation View off: Conversation View is a feature offered with your mailbox that is turned on by default. It is best to turn it off at first, and then turn it on again later if desired. Re-create vacation messages and mailbox filtering rules: If you had out of office messages or filtering rules in webmail, you can re-create them in LoboMail. Learn how to use LoboMail: LoboMail has many features and options that were not available in Webmail. This FastInfo contains a group of videos that will teach you how to set up your e-mail and perform other common tasks in LoboMail Import your contacts: If you had contacts in WebMail, your contacts list is attached to your Welcome email, and can be imported into your new LoboMail account. Set your Time Zone: When you first logged in, you were asked to set your time zone. If you did not do this already, please take a moment to set it to your local time zone; New Mexico is on Mountain Standard Time (MST). 25

SUPPORT Support Definition

Support Definition: Process Search FastInfo Search LoboMailInfo.unm.edu Ensure unresolved issues supported by UNM IT are logged in Help.UNM Recommend new FAQs Set realistic customer expectations around support 27

Support Definition: Process FAQs about using the service are available in FastInfo If a FastInfo answers a user question, flag it! Click on the How well did this answer your question link at the bottom of the FastInfo and select Completely This helps us to understand which FAQs help, and which need improvement 28

FastInfo & LoboMailInfo Didn t Help? If neither resource answers the question and/or resolves the issue and you don t know the answer, have the customer request support via help.unm.edu or 277-5757 and you know the answer, provide the customer with the resolution and submit a Help.UNM request to create a new answer with your solution. 29

Support Definition: Boundaries We must set realistic and sustainable customer expectations around support. Support boundaries: Basic email and calendaring accessed through the LoboMail online client (lobomail.unm.edu and my.unm.edu). Instructions and FAQs provided in FastInfo Training videos available in FastInfo and Lynda.UNM Ex: UNM IT is responsible for ensuring that students can receive email at lobomail.unm.edu. If they want to check their email using another client, we will provide them with the setup information (server settings, etc). We do not support email and calendaring in other clients, so cannot walk them through which fields to fill in. 30

Support Definition: Boundaries 31

Support Definition: Boundaries The University of New Mexico does not support students forwarding their email outside LoboMail. UNM Business Policy 2540 states: "Students who choose to have their email forwarded to a private (unofficial) email address outside the official University net ID/email address (@unm.edu) do so at their own risk. The University is not responsible for any difficulties that may occur with privacy or security, in the proper or timely transmission, or in accessing email forwarded to any unofficial email address." LoboMail does not prevent students from setting up a rule forwarding UNM email to an external email system. However, in alignment with UNM Business Policy 2540, UNM IT does not offer customer support for this functionality. 32

Support Definition: Boundaries 33

Support Definition: Boundaries UNM IT supports email and scheduling via the official UNM email system: LoboMail. While UNM does not prevent users from checking their LoboMail on an third party email client, UNM IT cannot help you setup, configure, or use third party clients (such as Mac Mail, Thunderbird, Mulberry, Pine, etc). Users who choose to use an alternative email client do so at their own risk, and limit the support that UNM IT can provide for LoboMail. Users who choose to accept personal responsibility for their email support and use a third party email client with LoboMail can find information on how to set up an IMAP connection in the Microsoft knowledge base: IMAP and POP server settings. Since LoboMail is a service based on Microsoft O365, Microsoft Outlook is the alternative client with the greatest potential compatibility with LoboMail. For information on forwarding your UNM email outside the LoboMail system, please see Can I set up email forwarding in LoboMail? For information on using LoboMail with Outlook please see FI 6815. 34

Support Definition: Boundaries 35

Support Definition: Boundaries UNM IT does not fully support all the features of the Outlook client. UNM IT supports email and scheduling via the official UNM email system: LoboMail. While UNM does not prevent users from using Outlook with LoboMail, the UNM IT Service Desk cannot help you setup, configure, or use Outlook. Users who choose to use an alternative email client do so at their own risk, and limit the support that UNM IT can provide for LoboMail. For users who choose to accept personal responsibility for their email support and use Outlook with LoboMail, UNM IT does provide instructions on how to setup LoboMail with the Outlook client: How do I set up LoboMail in Microsoft Outlook? If you are not sure whether you must use the Outlook client please see answer: Do I need to use Outlook client? Training on Outlook is available in Lynda.com. Search for 'Outlook Essential Training' to find modules providing in-depth instruction on key Outlook features. 36

Support Definition: Improvement Publish Service definition Clearly stated and readily available Define support levels Map service functionality and EUR to support levels Increase Level 2 involvement Desktop support group 37

COMMUNICATIONS

Communications Final approval from UNM IT Customer Support Guiding principles: Keep it as short as possible Link to additional info Refer customers to established methods of support and sources of knowledge 39

Communications: Final Email Dear UNM e-mail user, You are receiving this e-mail because your new LoboMail mailbox is now active and your Webmail mailbox has been deactivated. There are 2 ways to access your new mailbox (IMPORTANT: use your full email address to login, ex: netid@unm.edu): Log into email via http://my.unm.edu Go directly to http://lobomail.unm.edu For an instructional video on how to sign into LoboMail please see FastInfo 6694 (https://unm.custhelp.com/app/answers/detail/a_id/6694/). If you were receiving your UNM email through any of the following, you will not receive any new UNM email: a mobile device a non-unm email address (using a forwarding rule) a third-party email client (such as Outlook, Thunderbird, or MacMail)\ You will now receive all new UNM email in your LoboMail inbox (lobomail.unm.edu). For instructions on how to receive LoboMail on your mobile device, please see FastInfo 6621 (https://unm.custhelp.com/app/answers/detail/a_id/6621/kw/6621). Your webmail emails and folders were copied into your new LoboMail account, with a few of exceptions. More information about what did and did not get copied over is at http://lobomailinfo.unm.edu/webmail-help.html. If you had any Webmail contacts, they are attached to this email. Instructions on how to import your contacts are in FastInfo 6698 (https://unm.custhelp.com/app/answers/detail/a_id/6698/kw/6698). The most common LoboMail FAQs can be found in FastInfo 6714 (https://unm.custhelp.com/app/answers/detail/a_id/6714/kw/6714). Please contact the UNM IT Service Desk via Help.UNM or 277-5757 with questions or issues. FastInfo at https://fastinfo.unm.edu Help.UNM at https://help.unm.edu * Knowledge Base Search: LoboMail * Electronic Service Requests 40

Communications: Welcome Email Dear LoboMail user, Welcome to your new LoboMail mailbox! Your new mailbox comes with 25 GB of storage, a full-featured calendar, and expanded connectivity and integration options. There is much to explore and use in this new system, but first it is important to finish setting up your mailbox. The following is a list of the steps you should take to get started with LoboMail. A list of links with detailed instructions can be found in FastInfo 6715 (https://unm.custhelp.com/app/answers/detail/a_id/6715/kw/6715). - Set up your phone and other mobile devices. LoboMail is compatible with all devices that support Active Sync. - Turn Conversation View off. Conversation View is a feature offered with your mailbox that is turned on by default. It is best to turn it off at first, and then turn it on again later if desired. - Set your Time Zone. When you first logged in, you were asked to set your time zone. If you did not do this already, please take a moment to set it to your local time zone; New Mexico is on Mountain Standard Time (MST). - Re-create vacation messages and mailbox filtering rules. If you had out of office messages or filtering rules in webmail, you can re-create them in LoboMail. - Import your contacts (if applicable). If you had any contacts in Webmail, your contacts list is attached to this email, and can be imported into your new LoboMail account. - Learn how to use LoboMail. LoboMail has many features and options that were not available in Webmail. This FastInfo contains a group of videos that will teach you how to set up your e-mail and perform other common tasks in LoboMail Please contact the UNM IT Service Desk via Help.UNM or 277-5757 with questions or issues. FastInfo at https://fastinfo.unm.edu * Knowledge Base Search: LoboMail Help.UNM at https://help.unm.edu * Electronic Service Requests 41

RESULTS

Results: Week 1 LoboMail Metrics, Phase 1, Week 1 approximately 40,000 users went live this week 8/6-8/12 8/6 8/7 8/8 8/9 8/10 8/11 8/12 Volumes TOTAL Week 1 Calls 121 192 33 62 40 2 4 454 Self-Service Tickets (help.unm.edu) 22 26 5 16 4 1 3 77 FastInfo Hits 4534 7029 1856 2436 1101 553 630 18139 Call Metrics Calls (count) 121 192 33 62 40 2 4 454 ASA (min:sec) 1:45 3:05 0:37 0:58 0:23 0:49 0:07 1:09 Ave Talk Duration (min:sec) 5:09 4:57 4:10 6:42 6:28 6:04 3:23 5:15 Total Talk Duration (hrs:min) 8:44 13:13 1:56 6:21 3:52 0:12 0:13 16:09 Resolution Metrics First Contact Resolution (% resolved by Svc Desk) 89% 90% 89% 85% 82% 100% 100% 89% 43

Results: Week 2 LoboMail Metrics, Phase 1, Week 2 8/13-8/19 8/13 8/14 8/15 8/16 8/17 8/18 8/19 Volumes TOTAL Week 2 Calls 65 46 44 42 24 5 0 226 Self-Service Tickets (help.unm.edu) 11 7 6 4 6 2 5 41 FastInfo Hits 1774 1709 1282 1056 875 469 669 7834 Call Metrics Calls (count) 65 46 44 42 24 5 0 226 ASA (min:sec) 1:18 0:27 0:22 0:31 0:06 0:34 0:00 0:38 Ave Talk Duration (min:sec) 6:00 6:55 5:05 7:52 4:27 8:33 0:00 6:15 Total Talk Duration (hrs:min) 5:42 5:11 3:33 5:30 1:46 0:25 0:00 22:09 Resolution Metrics First Contact Resolution (% resolved by Svc Desk) 87% 89% 92% 91% 93% 86% 80% 90% 44

Results: Week 3 LoboMail Metrics, Phase 1, Week 3 8/20-8/26 8/20 8/21 8/22 8/23 8/24 8/25 8/26 Volumes TOTAL Week 3 Calls 65 50 43 23 24 2 0 207 Self-Service Tickets (help.unm.edu) 11 8 0 3 3 0 1 26 FastInfo Hits 1773 1308 1006 699 564 246 265 5861 Call Metrics Calls (count) 65 50 43 23 24 2 0 207 ASA (min:sec) 1:22 2:06 0:35 0:18 0:25 0:11 0:00 1:07 Ave Talk Duration (min:sec) 6:25 5:18 7:08 4:58 3:53 2:14 0:00 5:50 Total Talk Duration (hrs:min) 6:18 3:48 5:59 1:49 1:29 2:14 0:00 18:27 Resolution Metrics First Contact Resolution (% resolved by Svc Desk) 95% 93% 88% 88% 96% 100% 0% 92% 45

Results: Week 4 LoboMail Metrics, Phase 1, Week 4 8/27 to 9/2 8/27 8/28 8/29 8/30 8/31 9/1 9/2 Volumes TOTAL Week 4 Calls 21 22 19 13 18 1 1 95 Self-Service Tickets (help.unm.edu) 1 3 1 3 1 0 0 9 FastInfo Hits 683 433 430 409 236 96 101 2388 Call Metrics Calls (count) 21 22 19 13 18 1 1 95 ASA (min:sec) 0:06 2:19 0:08 0:15 0:15 4:17 0:10 0:37 Ave Talk Duration (min:sec) 3:49 5:22 4:35 4:02 5:25 1:12 7:20 4:54 Total Talk Duration (hrs:min) 1:16 1:25 1:27 0:52 1:32 0:01 7:20 7:06 Resolution Metrics First Contact Resolution (% resolved by Svc Desk) 86% 88% 95% 88% 95% 100% 100% 98% 46

Results: Value! Value added: For the customer Faster resolution More accurate resolution Increased support availability For technicians: Reduced resources dedicated to support activities o Especially repetitive questions or issues Fewer interruptions Identification of issues and trends 47

QUESTIONS?