Post on 17-Aug-2015
transcript
Consultants: Chantal Magnan Maurice Shen Abhiram Pushparaj Sarah Smith
Addressing Rising Costs:Leveraging the Strengths of Data Clarity Inc
DCI Revenues are Growing
Why then is DCI losing profits?
Current Tech Support is Unsustainable
TS/C costs have risen by ~150%/yr since 2010
Leverage the True Strength of DCI
Develop software-based solutions
Replace On-Site Service with Remote Help Service
Enhance Usability to Minimize Calls per User
Lower Referral Rate <15%
Start 6 12Months
18 24
Reduce referral rate average to 15%
Initiative EffectRequired target and additional incentives
Referral rate of <15%
Key Performance Indicators Technicians view performance in real-time
In-house databank of common Q&A
Resource for finding solutions faster
Referral Rates Correlate with TS/C Cost
Assumption: Given more time per call, referral rate will decreaseCOST SAVINGS
2014
Targeting 15% Referral Rate will Save $3M
Assumption: Given more time per call, referral rate will decreaseCOST SAVINGS
$3MTarget
2014
Developing Remote Access to Replace On-Site Visits
Integrating remote access into DCI software will allow call-centre technicians to view the client’s software in real-time
Bomgar Solutions
Previously Demonstrated Effect on DCI30% reduction in time per call 3.5 → 4.4 calls/hr/technician
40% reduction in referrals 15% → 6% referral rate
Elimination of onsite consults In-house Specialists for referrals
Remote Access Will Save an Additional $4M
$4M
TS/C Cost-Revenue Ratio Has Been Increasing
Usability is decreasing as software functionality and complexity increases
R&D Section Dedicated to Improving Usability
Foraker, Microsoft
70% Reduction
Risks and Mitigation Strategies
KPI’s and Reduced Referral RateRisk: Higher standards for referral rates may initially result in high staff turnoverMitigation Strategy: Risk Acceptance
Remote Access for SupportRisk: Remote access can be a privacy concern for clientsMitigation Strategy: Risk Control
Investment in R&D for UsabilityRisk: Large upfront investment; delay in recuperationMitigation Strategy: Risk Acceptance
Projected Financials for TS/C followingStrategy Implementation
Leverage the True Strength of DCI
Developing software-based solutions
Replace On-Site Service with Remote Help Service
Enhance Usability to Minimize Calls per User
Lower Referral Rate <15%
Start 6 12Months
18 24
DCI: Today Toronto, Tomorrow the World
THANK YOU!Questions?
Appendix
Example of Successful Case Study After Implementing Remote Access
Australian Finance Group- implemented remote access in 2005- support call hold times have reduced by 20%- total call times reduced by 30%- first-call resolution rate increased by 50%- now handle 20% more support incidents at the same time
Appendix
“The rule of thumb in many usability-aware organizations is that the cost-benefit ratio for usability is $1:$10-$100, that is, for every dollar spent implementing usability techniques, the organization will realize a benefit between $10 and $100”
- Gilb, T. (1988) Principles of Software Engineering Management. Addison Wesley, Reading, MA
Appendix: Ways of Improving Usability
1. Check your end-to-end workflows for key tasks.
2. Sort out your terminology.
3. Check your consistency.
4. Rewrite your error messages.
5. Reduce the number of errors users will encounter.
6. Remove a feature.
7. Rename buttons.
8. Check defaults.
9. Only offer functionality that really is available to the user.
10. Put some “help” in the UI.
Appendix: Potential KPIs to Utilize
● Referral Rate● Service levels● Answer and abandon metrics● Average handle time (AHT)● Average speed of answer (ASA)● Average talk time (ATT)● Forecast accuracy● Labor costs and staffing● Shrinkage and absenteeism