Strategies for an Efficient and Highly-Effective Support Organisation

Strategies for an Efficient &
Highly‐Effective Support
Organisation
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Principal, 1080 Group

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3

Meet Your Presenter

Pete McGarahan
President, McGarahan & Associates

4

“Strategies for an Happy Customers @ Lower Cost -
Any Questions?
Efficient & Highly-
Effective Support
Organisation”

Peter McGarahan
President / Founder
McGarahan & Associates

Challenging /
cautious economic
outlook for 2010 /
2011.

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

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


8

Cost sensitive /
value driven
customers



9

Optimise:
band-aided processes /
bolted-on technologies /
work-arounds……..

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


10

What the Customer Expects!


• 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

Immediate response (Speed).





13

Faster issue resolution / elimination.





14

Accurate and consistent answers / solutions.





15

All Customers
All Access Channels
Improve
efficiency,
integration and
cooperation
across all
customer ‘touch-
points”.
An Opportunity to……………………

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

All Customers
All Access Channels

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






17

All Customers
All Access Channels
Automate and
integrate all
processes into
one tightly
unified, efficient
system.






18

All Customers
All Access Channels

Anticipate the
customer’s
needs and be
proactive.






19

All Customers
All Access Channels
Improve
efficiency,
integration and
cooperation
across all
customer ‘touch-
points”.





20

Level-2
OLA Specialist
Web/DB/Imaging
SLA Level-2
UC
Specialist
IS OPS Services
New
Customers Level-2
Specialist
Network & Technical

Customer Support
Services Level-3
Vendor Support
Level-2 Applications

HELP@YOURCOMPANY.COM
Specialist
QA/Security
Exiting Customers

Center
Level-3

www.HELPME.COM
Vendor Support

1-800.HELPME
Level-2 Programs
Specialist
Business Portal
Services
Level-3
Vendor Support
Level-2 Infrastructure
Employees Specialist
CRM /
Architecture

Level-2
Specialist
Business System
Services

Level-2
Partners
Specialist
Bus. Analysis &
Process Services

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






21

Level-2
OLA Specialist
Web/DB/Imaging
SLA Level-2
UC
Specialist
IS OPS Services
New
Customers Level-2
Specialist
Network & Technical

Customer Support
Services Level-3
Vendor Support

Specialist
QA/Security
Exiting Customers

Center
Level-3

www.HELPME.COM
Vendor Support

1-800.HELPME
Level-2 Programs
Specialist
Business Portal
Services
Level-3
Vendor Support
CRM /
Architecture

Level-2
Specialist
Business System
Services

Level-2
Partners
Specialist
Bus. Analysis &
Process Services

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

Questions, Issues Provide Knowledge Response Hold Vendor
& Requests / Training / Resolution Accountable





22

Level-2
OLA Specialist
Web/DB/Imaging
SLA Level-2
UC
Specialist
IS OPS Services
New
Customers Level-2
Specialist
Network & Technical

Customer Support
Services Level-3
Vendor Support

Specialist
QA/Security
Exiting Customers

Center
Level-3

www.HELPME.COM
Vendor Support

1-800.HELPME
Level-2 Programs
Specialist
Business Portal
Services
Level-3
Vendor Support
CRM /
Architecture

Level-2
Specialist
Business System
Services

Level-2
Partners
Specialist
Bus. Analysis &
Process Services

Introducing the Shift-left Strategy to reduce support costs

Increase
Call Elimination / Reduce Reduce / Eliminate
First Contact
Self-service Escalations Dispatch
Res (FCR)





23

Create a seamless, transparent and WOW customer experience

1.Simplify


24


2.Prioritise


25


3.Measure


26


4.Relevant

27

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

© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 28

efficient. effective.processes

Tools &
Tools &
Technologies
Technologies

People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)

Service
Service
Organisation
Organisation

Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting

Processes
Processes


29


Tools &
Tools &
Technologies
Technologies

engaged.utilised.people
People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)

Service
Service
Organisation
Organisation

Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting

Processes
Processes


30


Tools &
Tools &
Technologies
Technologies

People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)

Service
automate.integrate.tools Service
Organisation
Organisation

Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting

Processes
Processes


31


Tools &
Tools &
Technologies
Technologies

People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)

Service
Organisation
Organisation

Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting

financial.performance.metrics
Processes
Processes


32


Tools &
Tools &
Technologies
Technologies

People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)

Service
Organisation
Organisation

Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting

financial.performance.metrics
Processes
Processes

differentiate.your.customerservice

33

Collaboration
Share
knowledge,
tools,
expertise and
processes.

Cooperation

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
Provide
transparent,
consistent
service across
all “touch-
points”.
Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 35 35

groups.


points”.



availability.

35

Collaboration

Minimise
hand-
offs/”touch-
points”.

Cooperation

groups.


points”.



availability.

36

Collaboration

Document
roles and
responsibilities.

Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 37 37

groups.


points”.



availability.

37

Prioritise issues
based on
customer value /
transaction
value / resource
availability.

groups.


points”.



availability.

38

Without Customers
There would be no business and therefore no need for my services


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

voice Listen & Learn
of the
customer

Service
Differentiation

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


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 Clarity
Goal Oriented



42


Role Clarity
Goal Oriented
Always Motivated


43


Role Clarity
Goal Oriented
Always Motivated
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved
Committed44 44


44

Happy Customers?

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

Quality Monitoring

First Contact Resolution

Best Practice Processes

Incident Management

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.
46
Measure and report response/resolution compliance to SLA

Eliminate
Solve

Deflect
Huddle

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

FCR
BullsEye

• 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

FCR
BullsEye
CSI MTTR
COSTS

• 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

It’s a New Day…… Let’s
Resolve to:
1. Increase First Call Resolution

50

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

Resolve to:
2. Know Who Calls

51

issue.





Portal (L0).

51

Resolve to:
2. Know Who Calls
3. Know Why They Call

52

issue.





Portal (L0).

52

Resolve to:
2. Know Who Calls
4. Know Who Solves It

53

issue.





Portal (L0).

53

Resolve to:
2. Know Who Calls
4. Know Who Solves It
5. Shift Resolution / Cost Effective

54

issue.





Portal (L0).

54

Remotely
connect,
diagnose and
resolve technical
problems.

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

Customer Back Office
Self-service Care Support Technical
$100 +
$100 +

Technologist/D
Technologist/D
$35+
$35+ evelopers
evelopers

Escalated
Escalated
Cost

call
call
$18-$23
$18-$23

First contact
First contact
resolution tts
s
resolution en
me n
$2 -- $12
$2 $12 ve m
ov e
prro
iim p
tt m
Sa
. Sa
Automated
Automated ustt.
us
A &C
&C
self-service
self- A
self-service SL
, SL
gs ,
ng s
aviin
av
stt s
s Categorize Call
Categorize Call
Co s
Co Types in Level they are
Types in Level they are
Call Elimination
Call Elimination Resolved in
Resolved in

Mean time to resolution

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

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

Customer Back Office
Self-service Care Support Technical
$100 +
$100 +

Technologist/D
Technologist/D
$35+
$35+ evelopers
evelopers

Escalated
Escalated
Cost

call
call
$18-$23
$18-$23

First contact
First contact
resolution tts
s
resolution en
me n
$2 -- $12
$2 $12 ve m
ov e
prro
iim p
tt m
Sa
. Sa
Automated
Automated ustt.
us
A &C
&C
self-service
self- A
self-service SL
, SL
gs ,
ng s
aviin
av
stt s
s Categorize Call
Categorize Call
Co s
Co Types in Level they are
Types in Level they are
Call Elimination
Call Elimination Resolved in
Resolved in

Mean time to resolution

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

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!


• 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

REPORTING

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. 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

REPORTING

Success or Failure?


60

REPORTING

Fact or Fiction?


61

REPORTING

Actionable or Useless?


62

REPORTING

Valuable or Worthless?


63

& Type question here


64

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And lastly, thanks to YOU for attending and your involvement in today’s event – we
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