Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.
—
Lead Product Manager, Remedy
BMC Software
Twitter: @JonHall_
Jon Hall
Swarming - a radical new way
to deliver service
Se...
BMC Customer Support
Global Support
Follow-the-sun support - 24 hours, 365 days.
Many Support Centres are co-located wit...
Swarming has been used in parts of BMC for over 5 years
Remedy customer support adopted it in 2014
Key drivers
• Customers...
“First I speak with
someone who doesn’t
know very much…
Then I speak with the
person who knows
a bit more…”
LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIAL...
…or here
LEVEL 1 SUPPORT
LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT
The issue can spend a long time here
LEVEL 3 SPECI...
LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
Ticket may sit at L1
for some time before
being escalated…
LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
…only to come right back
for more information
LEVEL 1 SUPPORT
LEVEL 2 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 1 SUPPORT
LEVEL 3 SPECIALISTS
LEVEL 2 SUPPORT
SUBJECT MATTER EXP...
“Collaborative
communities can reach across
the usual disciplinary and
organisational silos that inhibit
cooperation, lear...
Consortium for Service Innovation
Consortium for Service Innovation
“Streaming”
Siloes and Hierarchies
Directed
Pre-defined, Linear process
Escalation based...
“Digital swarming… using
collective intelligence to
break down information
silos.
In the digital swarming
environment, the...
To ensure rapid resolutions to
critical issues.
To replace (and dramatically
improve upon) the traditional
tiered support ...
Severity 1 Swarm
Prioritise
Swarming process
Severity 1 Swarms
Rapid responders
• Three agents on a scheduled one-week rotation
• Primary focus: Provide immediate resp...
Severity 1 Swarm
Local Dispatch Swarm
Prioritise
30% solved here
Swarming process
Dispatch Swarms
“Cherry pickers”
• Meet every 60-90 minutes
• Primary focus: Can new tickets be resolved immediately?
• Al...
Local Product Line Support Teams
Severity 1 Swarm
Local Dispatch Swarm
Prioritise
30% solved here
Swarming process
Local Product Line
Support Teams
Severity 1
Swarm
Local Dispatch Swarm
Prioritise
Severity 1
Swarm
Local Dispatch Swarm
Pr...
Local Product Line Support Teams Local Product Line Support Teams
Swarming process
Backlog Swarm Backlog Swarm Backlog Swa...
Backlog Swarms
Global fixers of troublesome tickets
• Meet weekly
• Primary focus: Deal with challenging tickets brought t...
Success factors
Emphase good decisions on behalf of BMC and customer
• Particularly in Dispatch Swarm: Guidelines, not rul...
The results (so far!)…
25% improvement in median time to resolution
8 percentage point higher customer satisfaction index
...
“I have probably doubled
my knowledge of the
products in the past year
because of swarming, and
I have been here a long
ti...
Some further reading
Consortium for Service Innovation:
Intelligent Swarming: Considerations for
Starting Out
CISCO:
Digit...
—
Thank You
—
Bring IT to Life.™
Nächste SlideShare
Wird geladen in …5
×

SITS15: Swarming - A radical new way to deliver service

6.128 Aufrufe

Veröffentlicht am

How BMC replaced the traditional tiered, hierarchical support team structure with Swarming, to deliver faster results, better collaboration, and quicker staff development.

References:
CONSORTIUM FOR SERVICE INNOVATION:
Intelligent Swarming: Considerations for Starting Out
http://www.serviceinnovation.org/included/docs/start_swarming.pdf
(via http://www.serviceinnovation.org/intelligent-swarming/)

CISCO: Digital Swarming -The Next Model for Distributed Collaboration and Decision Making
http://s3.amazonaws.com/connected_republic/attachments/4/Digital_Swarming_EB_0812c_FINAL.pdf

Veröffentlicht in: Technologie
  • Als Erste(r) kommentieren

SITS15: Swarming - A radical new way to deliver service

  1. 1. — Lead Product Manager, Remedy BMC Software Twitter: @JonHall_ Jon Hall Swarming - a radical new way to deliver service Servicedesk and IT Support Show, June 2015, London
  2. 2. BMC Customer Support Global Support Follow-the-sun support - 24 hours, 365 days. Many Support Centres are co-located with R&D Over 500 support specialists with over 2,600 years of combined experience 200,000+ incidents addressed each year Communication skills and knowledge are key factor in hiring agents Best Practices Knowledge-centred support (KCS) Industry Benchmarking Quality Management Processes Problem Management Collaboration and Swarming Integrating Support, Communities and Social Media BMC Contact Centres Support Centres Support Centres Co-located with R&D Pleasanton/ Sunnyvale Houston Austin McLean/ Herndon Lexington Sao Paulo Buenos Aires Spain Dublin Winnersh Amsterdam Paris Tel Hai Pune Singapore Shanghai Beijing Seoul Dalian Tokyo Melbourne Houston, TX, USA Dublin, Ireland Dalian China
  3. 3. Swarming has been used in parts of BMC for over 5 years Remedy customer support adopted it in 2014 Key drivers • Customers, and BMC’s Chief Customer Officer • Desire to reduce median resolution time (“fix in 5”) • Assessment of existing processes Background
  4. 4. “First I speak with someone who doesn’t know very much… Then I speak with the person who knows a bit more…”
  5. 5. LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT Classic Tiered-Support Structure Escalation Escalation
  6. 6. …or here LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 2 SUPPORTLEVEL 2 SUPPORT The issue can spend a long time here LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS LEVEL 3 SPECIALISTS When the answer may be here…
  7. 7. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS Ticket may sit at L1 for some time before being escalated…
  8. 8. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS …only to come right back for more information
  9. 9. LEVEL 1 SUPPORT LEVEL 2 SUPPORT LEVEL 3 SPECIALISTS LEVEL 1 SUPPORT LEVEL 3 SPECIALISTS LEVEL 2 SUPPORT SUBJECT MATTER EXPERTSubject matter experts are frequently overwhelmed…
  10. 10. “Collaborative communities can reach across the usual disciplinary and organisational silos that inhibit cooperation, learning, and progress” “Wikinomics” (Don Tapscott and Anthony D.Williams)
  11. 11. Consortium for Service Innovation
  12. 12. Consortium for Service Innovation “Streaming” Siloes and Hierarchies Directed Pre-defined, Linear process Escalation based Measured on activity Intelligent Swarming Network Opt-In Emergent, loopy process Collaboration based Measured by value creation
  13. 13. “Digital swarming… using collective intelligence to break down information silos. In the digital swarming environment, the collective can rapidly filter out bad information, which mitigates the risk of misinformation” CISCO white paper
  14. 14. To ensure rapid resolutions to critical issues. To replace (and dramatically improve upon) the traditional tiered support structure. To significantly reduce backlog of long-term troublesome support tickets. Swarming techniques at BMC “Severity 1” Swarm “Dispatch” Swarm “Backlog” Swarm
  15. 15. Severity 1 Swarm Prioritise Swarming process
  16. 16. Severity 1 Swarms Rapid responders • Three agents on a scheduled one-week rotation • Primary focus: Provide immediate response, and resolve as soon as possible Swarm lead Communications Other members Research, coordinate, test
  17. 17. Severity 1 Swarm Local Dispatch Swarm Prioritise 30% solved here Swarming process
  18. 18. Dispatch Swarms “Cherry pickers” • Meet every 60-90 minutes • Primary focus: Can new tickets be resolved immediately? • Also: Validation of ticket details before assignment to product line support Experienced analyst Less-experienced analyst
  19. 19. Local Product Line Support Teams Severity 1 Swarm Local Dispatch Swarm Prioritise 30% solved here Swarming process
  20. 20. Local Product Line Support Teams Severity 1 Swarm Local Dispatch Swarm Prioritise Severity 1 Swarm Local Dispatch Swarm Prioritise Local Product Line Support Teams Swarming process
  21. 21. Local Product Line Support Teams Local Product Line Support Teams Swarming process Backlog Swarm Backlog Swarm Backlog Swarm
  22. 22. Backlog Swarms Global fixers of troublesome tickets • Meet weekly • Primary focus: Deal with challenging tickets brought to them by local support teams • Take the place of individual subject-matter-expert escalation Experienced analysts R&D Engineers
  23. 23. Success factors Emphase good decisions on behalf of BMC and customer • Particularly in Dispatch Swarm: Guidelines, not rules • Gives teams the freedom to break the process if appropriate Prepare for what will change • Backline teams will face fewer, but more complex issues • Swarming breaks traditional productivity measurements Ensure staff are ready to become customer facing • Level 2 and Level 3 are no longer “hidden away” Make use of the processes • Use Dispatch Swarm instead of escalations to SMEs Tools and platforms • Mobile is often an excellent swarming enabler
  24. 24. The results (so far!)… 25% improvement in median time to resolution 8 percentage point higher customer satisfaction index Big increase in issues closed in <2 days Significant reduction in backlog Halved time for onboarding new staff Freed resources for new, boutique offerings
  25. 25. “I have probably doubled my knowledge of the products in the past year because of swarming, and I have been here a long time” Senior Support Team Member
  26. 26. Some further reading Consortium for Service Innovation: Intelligent Swarming: Considerations for Starting Out CISCO: Digital Swarming -The Next Model for Distributed Collaboration and Decision Making Don Tapscott/Anthony D. Williams Wikinomics: How Mass Collaboration Changes Everything http://www.slideshare.net/JonHall7/
  27. 27. — Thank You — Bring IT to Life.™

×