Session 709: Automation: The Next Big Service Desk InitiativeWillette GlennPepsiCo
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Wouldn’t It Be Nice If…
.
Reduce Costs
Save Time
Increase Efficiency
CXCSAT
ES
Automation A Strategic Initiative
Benefits To AutomationExpected Outcomes
Cost Per
Call
•Reduced Average Handle Time
•Reduced Customer Callbacks
Customers
•Faster Issue Resolution – Reduce ATT
•Reduced Inbound Call Volume
People
•Expedited Training and Onboarding
•Standardized Processes
Identify Propose Select Measure
Getting StartedSelling the idea of automation
Automation LifecycleMajor steps in the process
1.
Determine the Need
2.
Estimate the Cost Savings
3. Prioritize the
Jobs
4. Create/Remove
Tools
5. Market New
Tools
6. Roll out the new tools
7.
Usage & Effectiveness
Determine the NeedWhat does it solve Service Desk Tool
Multi-Step Process
Yes
Can these step be bundled into a single script?
Yes
Good Candidate
Move Forward
Repetitive Tasks on >75 of calls
Yes
Easy To Implement 1 - 2 days minimal
testingYes
Good Candidate
Move Forward
High Call Volume Areas
Yes
Does this result in less calls to the
Service DeskYes
Good Candidate
Move Forward
Customer Self Service
Likely To Improve CX
Yes
Easy To Use
Yes
Good Candidate
Move Forward
Estimating SavingsWhat is the value?
Calculate the time saved per call.
Calculate the time saved onboarding.
Calculate the reduction in call volume.
Estimate the increase in customer satisfaction.
Requirement Description Criticality Effectiveness Estimated Effort Score Notes
Customer
Ticket Storm Automation
Critical 4 High 3 Low 3 10 Allows the customer to call into the IVR and select an option to auto open a ticket if it is related to the current call storm.
Chat Bot Low 1 N/A 0 Medium 2 3 Provide a chat bot that will provide required phone number
Agent
ArubaAutomation
Critical 5 High 3 High 1 9 Auto open the tickets based on node name to the correct Service Desk
Lockout Report High 4 High 3 Medium 2 9 Automatically show devices locking the customers ID.
Prioritizing JobsWhat to deliver first
1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
Ticket storm
Automation
Aruba Automation. Chatbot
Rollout
Aruba Automation
NA
Enhancements for Web chat.
Requirements Chatbot.
Aruba Automation
Global
Service Now Web
Chat Break/Fix Lockout.
Enhancements for Webchat.
IVR Phase 4
IVR Phase 3
Prioritizing JobsAgile Roadmap
Marketing & Customer AdoptionGetting the word out
IVR
Agent
Roadshow
Digital
Developing New ToolsGetting it done
Keep it simple
Ensure you follow company standards and policies
Use a code repository
Test and Document
Rollout and SupportGetting it out and keeping it stable
Create a database of machine names
Use a software deployment tool
Use a customer facing self-service page
Define a method for tracking defects and enhancements requests
ROI (Return on Investment)Measuring Usage and Effectiveness
Automation LifecycleSunsetting tools
1.
Determine the Need
2.
Estimate the Cost Savings
3. Prioritize the
Jobs
4. Create/Remove
Tools
5. Market New
Tools
6. Roll out the new tools
7.
Usage & Effectiveness
7.
Usage & Effectiveness
Meet our primary developerThe man behind the green curtain
Getting HelpLinks to Open Source Software
http://GITHUB.com
Source Code Repository
Documentation
http://NuGet.com
Is the package manager for .NET. The NuGet client tools provide the
ability to produce and consume packages.
Search for solutions to what you are
trying to accomplish
Our ToolsLive Demo Session
Web Chat
Analyst Toolbox
Self Service Page
ChallengesWatch for pitfalls
Trying to “boil the ocean”
Project scope creep
Underestimating level of effort
Insufficient requirements
Over estimating savings
Avoiding developer burnout
Navigating the culture
Adhering to security guidelines
Questions
