Strategies for an Efficient and Highly-Effective Support Organisation

Strategies for an Efficient & Highly‐Effective Support Organisation

Listen to audio over your computer speakers or you may phone in:

Australia #: 02 8014 9491New Zealand #: 04 974 7248Access Code: 497‐554‐249

We will begin at approximately 2pm Australian EST

1

22

Introduction to Moderator

Roger CourvillePrincipal, 1080 Group

While we’re waiting for the last people to file in, I’ll run through some quick housekeeping.

First, to keep the note taking to a minimum and the interaction to a maximum, we’ll be providing you with a link tomorrow to the recording of today's session. Plus, as you leave today’s Webinar, you can also request via the exit survey the handout notes from today’s session and a valuable whitepaper titled ‘Engage! How to Avoid the Seven Sins of Live, Online Presentations’ written by our distinguished presenter today, Roger Courville. How’s that for some incentive?

[[[NEXT SLIDE]]]

To get you more comfortable engaging with us via the Questions pane, please open your control panel and type in Questions pane the city/suburb you’re joining us today. (Mention a couple first names and their locations).

Today, we’ll also be taking live audio questions from the audience, so when you have a question that you’ve typed in and you would also like to ask it live – keeping in mind that you will need to have a microphone (via your PC or the phone), just raise your hand via the control panel and we’ll unmute you to ask your question.

Type question here

The Questions Pane

As always, we’ll do our best to answer all the questions you ask, but it may not be possible – via text or on air ‐ to respond to each and everyone. So apologies upfront for that.

[[[NEXT SLIDE]]]

Now of course, it wouldn’t be an online event if we didn’t mention Twitter.

3

Meet Your Presenter

Pete McGarahanPresident, McGarahan & Associates

4

““Strategies for an Strategies for an Efficient & HighlyEfficient & Highly--Effective Support Effective Support

OrganisationOrganisation””

Happy Customers @ Lower Cost -Any Questions?

Peter McGarahanPresident / Founder

McGarahan & Associates

6© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved

Challenging / cautious economic outlook for 2010 /

2011.

6

Current Economic Drivers

• Challenging / cautious economic outlook for 2010 / 2011.

• Manage distributed workforce for increased utilisation / productivity.

• “Hold tight” budgets / staff – Enjoying the profit angle.

• Cost sensitive / value driven customers – Companies must be cost concessions.

• Optimize band‐aided processes / bolted‐on technologies / work‐around for cost

reduction & increased customer satisfaction (cost, benefit and value).

6


Manage distributed workforce for increased utilisation / productivity.

7








7


“Hold tight” budgets / staff – Enjoying the

profit angle.8








8


Cost sensitive / value driven customers

9








9


Optimise:

band-aided processes / bolted-on technologies /

work-arounds……..

……….. for cost reduction & increased customer

satisfaction (cost, benefit and value).

10








10


What the Customer Expects!

11

• Anytime access / availability (7x24) to:

Knowledgeable Customer Service Professionals

Easy to find, easy to use self‐serve information

• Immediate response (Speed).

• Faster issue resolution / elimination.

• Accurate and consistent answers / solutions.

11


Anytime access / availability (7x24) to:• Knowledgeable Professionals

• Self-serve information

12







12


Immediate response (Speed).

13







13


Faster issue resolution / elimination.

14







14


Accurate and consistent answers / solutions.

15







15


All CustomersAll Access Channels

An Opportunity to……………………

Improve efficiency,

integration and cooperation across all

customer ‘touch-points”.

16

Improve efficiency, integration and cooperation across all customer ‘touch‐points”.

Provide the same customer experience across all “touch‐points”.

Automate and integrate all processes into one tightly unified, efficient system.

Anticipate the customer’s needs and be proactive.

16




Provide the same customer

experience across all

“touch-points”.

17





17




Automate and integrate all

processes into one tightly

unified, efficient system.

18





18




Anticipate the customer’s

needs and be proactive.

19





19




Improve efficiency,

integration and cooperation across all

customer ‘touch-points”.

20





20


Introducing the Service Structure ………………………………

Exiting Customers

Employees

Partners

New Customers

1-800.HELPM

Ew

ww

.HELPM

E.CO

MH

ELP@YO

UR

CO

MPA

NY.C

OM C

usto

mer

Sup

port

C

ente

r

Level-2Specialist

IS OPS Services

Level-2Specialist

Network & Technical Services

Level-2Specialist

QA/Security

Level-2Specialist

Web/DB/Imaging

Level-3Vendor Support

Applications

Level-2Specialist

CRM / Architecture

Level-2Specialist

Business SystemServices

Level-2Specialist

Bus. Analysis & Process Services

Level-2Specialist

Business Portal Services Level-3

Vendor SupportInfrastructure


Programs

SLAOLA

UC

21





21


Introducing the Service Strategy …………………………………

Questions, Issues& Requests

Provide Knowledge/ Training

Response/ Resolution

Hold Vendor Accountable

Exiting Customers

Employees

Partners

New Customers

1-800.HELPM

Ew

ww

.HELPM

E.CO

MH

ELP@YO

UR

CO

MPA

NY.C

OM C

usto

mer

Sup

port

C

ente

r

Level-2Specialist

IS OPS Services

Level-2Specialist


Level-2Specialist

QA/Security

Level-2Specialist

Web/DB/Imaging


Applications

Level-2Specialist

CRM / Architecture

Level-2Specialist


Level-2Specialist


Level-2Specialist




Programs

SLAOLA

UC

22





22


Introducing the Shift-left Strategy to reduce support costs

Reduce / EliminateDispatch

Reduce Escalations

IncreaseFirst Contact

Res (FCR)

Call Elimination / Self-service

Exiting Customers

Employees

Partners

New Customers

1-800.HELPM

Ew

ww

.HELPM

E.CO

MH

ELP@YO

UR

CO

MPA

NY.C

OM C

usto

mer

Sup

port

C

ente

r

Level-2Specialist

IS OPS Services

Level-2Specialist


Level-2Specialist

QA/Security

Level-2Specialist

Web/DB/Imaging


Applications

Level-2Specialist

CRM / Architecture

Level-2Specialist


Level-2Specialist


Level-2Specialist




Programs

SLAOLA

UC

23





23


1.SimplifyCreate a seamless, transparent and WOW customer experience

24

24


2.Prioritise

Create a seamless, transparent and WOW customer experience

25

25


3.Measure


26

26


4.Relevant


27

27


Poll

• How do you currently measure customer satisfaction?• Transaction Surveys• Periodic Surveys • Focus groups• Informal customer calls / emails • Other


efficient. effective.processes

Service Organisation


People (Education & Staffing)


Measurement & Reporting


ProcessesProcesses

Tools & Technologies


Structure & Strategy


Customer Service

Customer Service

29

29








ProcessesProcesses





Customer Service

Customer Service


engaged.utilised.people

30

30








ProcessesProcesses





Customer Service

Customer Service



automate.integrate.tools

31

31








ProcessesProcesses





Customer Service

Customer Service

financial.performance.metrics




32

32








ProcessesProcesses





Customer Service

Customer Service

financial.performance.metrics

differentiate.your.customerservice




33

33


Collaboration

Cooperation

Share knowledge,

tools, expertise and

processes.

34

Build good working relationships (Collaboration / Cooperation) with all back office internal

groups.

Share knowledge, tools, expertise and processes.

Provide the same unified, seamless and transparent customer experience across all “touch‐

points”.

Simplify process by minimising hand‐offs/”touch‐points”.

Document everyone’s role and responsibilities.

Properly prioritise issues based on customer value / transaction value / resource

availability.

34


Collaboration

Cooperation

Provide transparent, consistent

service across all “touch-points”.

35


groups.



points”.




availability.

35


Collaboration

Cooperation

Minimise hand-

offs/”touch-points”.

36


groups.



points”.




availability.

36


Collaboration

Cooperation

Documentroles and

responsibilities.

37


groups.



points”.




availability.

37


Prioritise issues Prioritise issues based on based on

customer value / customer value / transaction transaction

value / resource value / resource availability.availability.

38


groups.



points”.




availability.

38


Without CustomersThere would be no business and therefore no need for my services

39

Think differently, creatively about how you deliver services.

Innovate and work hard to treat every. customer like they were your only customer.

WOW Them! Do something for them they wouldn’t expect.

39


voiceof the

customer

Listen & LearnListen & Learn

ServiceDifferentiation 40

1. Be the “voice of the customer”.

2. Listen to / Learn from your customer

Know what’s important to them.

Ask what you are NOT doing, not just what you are doing well and not

doing well.

Survey customers who are NOT using your services.

3. Identify and leverage customer champions (external) and

senior customer sponsors (internal).

4. Know why you win customers (attraction), why you lose

them (defection) and what can you do to prevent losing

them (loyalty, retention & profitability).

40


engaged.happy.employees

Role Clarity

41

Traits of engaged, happy employees:

• Clear about the desired outcomes of their role.

• Challenge purpose to achieve goals.

• High energy and enthusiasm.

• Natural innovation and drive for efficiency.

• Emotionally committed to what they do.

• Commitment to company, work group, and role.

41



Role ClarityGoal Oriented

42








42




Always Motivated

43








43




Always MotivatedCommitted

44








44


Happy Customers?Happy Customers?45

Provide a positive customer service experience through:

1. Caring, professional, and courteous interactions.

2. Exploring the customers needs and basing solutions on needs.

3. Taking ownership of issue and communicating necessary steps to solution.

4. Following‐up with customer to assure needs were met and satisfaction with the solution.

45


Best Practice ProcessesBest Practice Processes

Quality Monitoring

First Contact Resolution

Incident Management46

Quality Monitoring

Provides managers with transparency into support sessions.

Session recording for training and agent improvement.

Ensure consistent and professional customer experience.

First Contact Resolution

Timely closure, Quality resolution, Customer satisfaction index).

Efficiency and Effectiveness metrics: Resolution cost/time & Resource

utilisation.

Incident Management

Track the total “customer experience” with metrics, monitoring and

surveys.

Integrate Remote Capabilities into your Incident management

process/tool.

Measure and report response/resolution compliance to SLA46


Huddle

SolveD

eflect

Eliminate

47

Provide customers access to alternate channels

to reduce volume of calls and emails.

Perform root cause analysis to identify and

eliminate repetitive issues, problems & calls.

Focus on the self‐service channel where:

Access is 24x7 and global.

Knowledge created once and utilised frequently.

Customer satisfaction is increased.

Achieve both call deflection at a lower cost.

Increase capacity to improve SLAs and perform higher

valued tasks.47


FCRFCRBullsEyeBullsEye

48

• On average, every 1% percent increase in first‐contact

resolution (FCR) results in a 0.64% increase in customer

satisfaction.

• Efficiency metrics:

– Resolution cost & Resource utilisation.

• Effectiveness metrics:

– Timely closure, Quality resolution, Customer satisfaction index).

• Drive total support cost down while continuing to offer self‐

service solutions.

• Mean Time To Resolve (MTTR) decreases through seamless

team collaboration.

48


FCRFCRBullsEyeBullsEye

CSI COSTS

MTTR 49

• On average, every 1% percent increase in first‐contact

resolution (FCR) results in a 0.64% increase in customer

satisfaction.

• Efficiency metrics:

– Resolution cost & Resource utilisation.

• Effectiveness metrics:

– Timely closure, Quality resolution, Customer satisfaction index).

• Drive total support cost down while continuing to offer self‐

service solutions.

• Mean Time To Resolve (MTTR) decreases through seamless

team collaboration.

49

50© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 5050

ItIt’’s a New Days a New Day………… LetLet’’s s Resolve to:Resolve to:

1. Increase First Call Resolution

Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or issue.

Know what call types you answer, fulfill or resolve at FC.

Know what call types you escalate.

Target call types for FCR that are currently being escalated.

Work with back office managers to provide training, access, and knowledge.

Handle all requests, password resets and repetitive “How‐To” training through Self‐Service Portal (L0).

50



1. Increase First Call Resolution2. Know Who Calls







51



1. Increase First Call Resolution2. Know Who Calls 3. Know Why They Call







52



1. Increase First Call Resolution2. Know Who Calls 3. Know Why They Call4. Know Who Solves It







53



1. Increase First Call Resolution2. Know Who Calls 3. Know Why They Call4. Know Who Solves It5. Shift Resolution / Cost Effective







54


Remotely connect, diagnose and resolve technical problems.

55

Remote Support:

Providing support professionals in any location the ability to access,

troubleshoot, diagnose, upgrade, or fix any computing device anywhere

around the world – without ever leaving their desks.

Service Delivery:

Remotely connect to user’s client device and ‘see’ the problem.

Reduces onsite visits required for software deployment, training, upgrades

and/or configuration changes.

Immediate Benefits:

Handle more support requests in less time.

Lower support costs by reducing costly escalations and desk‐side visits (e.g.

travel time).

Increase first‐call resolution rates.

Reduce overall incident‐handling times (MTTR).

Increase customer satisfaction. 55


Mean time to resolution

Cos

t

Technologist/DevelopersTechnologist/DTechnologist/Developersevelopers

$100 +$100 +

$35+$35+

$18-$23$18-$23

$2 - $12$2 - $12

Categorize CallTypes in Level they are Resolved in

Categorize CallCategorize CallTypes in Level they are Types in Level they are Resolved inResolved in

Escalated callEscalated Escalated callcall

Call EliminationCall EliminationCall Elimination

Automated self-serviceAutomated Automated selfself--serviceservice

First contactresolutionFirst contactFirst contactresolutionresolution

Cost savings, SLA & Cust. Sat im

provements


provements


provements

Technical Self-serviceBack Office Support

Customer Care

Bring visibility to repetitive, costly issues, questions and requests .

56

1. Examine all issues, questions and requests and where they are ultimately resolved –shift resolution to the most‐efficient and cost‐effective resources. .

2. Track percentage of resolved cases by resource, team, and location along with cost, utilisation and effectiveness metrics.

3. Calculate a cost per call / contact / resolution along with analysis and plans to shift costs left / lower.

56


Mean time to resolution

Cos

t

Technologist/DevelopersTechnologist/DTechnologist/Developersevelopers

$100 +$100 +

$35+$35+

$18-$23$18-$23

$2 - $12$2 - $12

Categorize CallTypes in Level they are Resolved in

Categorize CallCategorize CallTypes in Level they are Types in Level they are Resolved inResolved in

Escalated callEscalated Escalated callcall

Call EliminationCall EliminationCall Elimination

Automated self-serviceAutomated Automated selfself--serviceservice

First contactresolutionFirst contactFirst contactresolutionresolution


provements


provements


provements

Technical Self-serviceBack Office Support

Customer Care

Focus on the ones continually being escalated to costlier levels of support.

57

1. Examine all issues, questions and requests and where they are ultimately resolved –shift resolution to the most‐efficient and cost‐effective resources. .

2. Track percentage of resolved cases by resource, team, and location along with cost, utilisation and effectiveness metrics.

3. Calculate a cost per call / contact / resolution along with analysis and plans to shift costs left / lower.

57


Source: HDI 2009 Practice & Salary Survey

Know Your Costs / Know Your Value / Know The Difference!

58

• Show value. Compare and contrast. Know you baseline.

• Prove financial impact of cost reduction strategies and continuous improvement initiatives

• Justify investments using financial metrics.. Defend empirically against external threats.

• Reduce the cost of running your business

58


Collect 100% of all customer transactions and tasks in a centralised data base and have real

time and historical insights into your business, performance and customer

preferences and habits.

REPORTINGREPORTING

59

At The End of the Day, Does Your Reporting

Determine Success/Failure.

Tell a success story.

Validate beliefs or assumptions.

Measure performance.

Determine your organisational value.

Identify areas of action.

59


REPORTINGREPORTING

Success or Failure?

60








60


REPORTINGREPORTING

Fact or Fiction?

61








61


REPORTINGREPORTING

Actionable or Useless?

62








62


REPORTINGREPORTING

Valuable or Worthless?

63








63


Type question here

&

64

65


Start delivering remote support today!

1800 451 458 (Australia)0800 424 874 (New Zealand)

www.GoToAssist.com

Please call now to have all your questions answered.

We will send you a link to the recorded session within 24 hours.

Try it Free

Thank you for attending!

As we wrap up today’s Lunch+Learn Webinar, thanks go out to our sponsor Citrix GoToTraining. And if you would like to learn more about their easy to use online training tools, please give the their team a call now. They’ll be happy to answer any questions and provide you with a free trial.

To help us bring you only the best Lunch+Learn Webinars – as you exit today’s Webinar, you will be prompted to take a short survey. Besides the opportunity to provide us with direct feedback about today’s Webinar and request a free trial of GoToTraining, you can also opt‐in to receive via email the handout notes from today’s session and Roger’s whitepaper ‘Engage! How to Avoid the Seven Sins of Live, Online Presentations’ .

I’d also like to thank our guest speakers today. Thank you Roger – it’s obvious by the attendance levels today and the great questions that your presentations were highly appreciated.

And lastly, thanks to YOU for attending and your involvement in today’s event – we appreciate it. All the best!


#doubleE

66

Date post:	11-May-2015
Category:	Business
Upload:	toddlewis
View:	1,671 times
Download:	2 times