Brew City Hdi October 2009 Presentation
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Brew City Hdi October 2009 Presentation

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October Meeting presentation by Scott Madden

October Meeting presentation by Scott Madden

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  • 1. Improving & Marketing Your Service Desk: Doing More With Less… (in 5 Steps) 20 October 2009 – Brew City HDI Chapter Meeting Scott D. Madden Manager, End User Computing
  • 2. About Me…
    • 19 Years of IT Experience
      • Level 2 Support/POS Support Programmer
      • Desktop Support Tech/Support Supervisor/PC Manager/IT Customer Support Services Manager/Regional Manager, IT Operations
    20 October 2009 – Brew City HDI Chapter Meeting
  • 3. About Me…
      • Hardware Maintenance Team Supervisor/Project Manager
    • Manager, End User Computing
    20 October 2009 – Brew City HDI Chapter Meeting
  • 4. Why We’re Needed… 20 October 2009 – Brew City HDI Chapter Meeting
  • 5. The Evolution of a Help Desk 20 October 2009 – Brew City HDI Chapter Meeting Business-Centric Customer- Centric Proactive Reactive
  • 6. Reactive Proactive Customer- Centric Business-Centric Reactive Support Model
      • Characteristics:
      • Labor driven
      • Hours 8am-5pm
      • Can be chaotic
      • Dispatch focus
      • Generalists
      • Simple telephony
      • Little measurement
    20 October 2009 – Brew City HDI Chapter Meeting Many of Us Are Here:
  • 7. Reactive Proactive Customer- Centric Business-Centric Proactive Support Model
      • Characteristics:
      • Call tracking
      • Extended hours
      • Best practices
      • IT-SLA’s
      • Knowledge systems
      • Self help
      • Surveys
      • Asset management
      • Measures support center
    Or Here…
  • 8. Reactive Proactive Customer- Centric Business-Centric Customer-Centric Support Model
      • Characteristics:
      • Quality focus
      • SPOC
      • Customer SLA’s
      • 24x7 – follow the sun
      • Multi-channel support
      • Self service
      • Workload planning
      • Chargeback
      • Partners with customers and vendors
      • Measures support performance
    Not Many of Us Are Here:
  • 9. Reactive Proactive Customer- Centric Business-Centric Business-Centric Support Model
      • Characteristics:
      • Vision alignment
      • Value integration
      • “ Seat at the Table”
      • Fully automated
      • Measures IT to
      • business KPI’s
    Or Here:
  • 10. The Brookdale Success Story…
    • 2006: A crazy time of mergers and acquisitions – extremely rapid growth
    • Rapidly increasing incident volume & customer frustration with slow response time
    • In 2007, Level 1 queue balloons to an all time high, over 1000 tickets!
      • Team is overwhelmed, frustrated and demotivated
      • External help is hired to assist with workload
    20 October 2009 – Brew City HDI Chapter Meeting
  • 11. The Brookdale Success Story…
    • A massive infusion of resources slowly chipped away at the queue
    • Realization that the current processes were not working
      • Re-engineering the Help Desk for the “new” Brookdale is deemed urgent and necessary
      • Support obtained from all layers of IT management, up to and including the CIO
      • Drum roll please… the results…
    20 October 2009 – Brew City HDI Chapter Meeting
  • 12. Satisfaction Survey Improvements 20 October 2009 – Brew City HDI Chapter Meeting
  • 13. Improving the Service Desk Experience…
      • How do you re-engineer your Service Desk with a very limited budget? Well, that’s the hard part!
        • Let’s talk through it…
    • You need to look at EVERYTHING. What’s working? What’s not?
    20 October 2009 – Brew City HDI Chapter Meeting
  • 14. Improving the Service Desk Experience…
    • Step 1: KNOW YOUR CUSTOMER
      • If you’re new to your position or the company, do some diligence to get to know your customer’s expectations
      • Peers are great resources, talk to them, get their opinions
      • What are the expectations for service? Are they “doable” in your current budgetary environment? If not, sometimes we have to manage expectations
      • Carefully analyze what worked in the past and what didn’t
      • KISS – Keep it Simple Silly - you can always build on your initiatives later
      • Don’t over-complicate the support experience
    20 October 2009 – Brew City HDI Chapter Meeting
  • 15. Improving the Service Desk Experience…
    • Step 2: Transition your Service Desk to a Customer-Focused Organization
      • Is your Service Desk truly customer-focused?
      • Does your idea of customer-focused gel with your customer’s idea of customer-focused?
      • You can’t figure this out in a vacuum
      • Listen to your customer with your own “customer ears” and see yourself through the “customer’s eyes”
    20 October 2009 – Brew City HDI Chapter Meeting
  • 16. Improving the Service Desk Experience…
      • Add value through service; this is a priceless commodity
      • Use resources that are available to you:
        • HDI website – great information: www.thinkhdi.com
        • LinkedIn – ask your peers! Great networking opportunities
    20 October 2009 – Brew City HDI Chapter Meeting
  • 17. “ Clue Phone” Moment… 20 October 2009 – Brew City HDI Chapter Meeting
  • 18. Improving the Service Desk Experience…
    • Step 3: Hire the RIGHT People
      • Review your hiring process
      • Don’t lower your standards
      • Make sure people “fit” with the existing team
        • Allow the team to participate in the hiring process
      • Ensure the candidates have a customer service mindset
        • Technical skills are important - Customer Service skills are critical!
    20 October 2009 – Brew City HDI Chapter Meeting
  • 19. Improving the Service Desk Experience…
      • The hard part: what if someone already on the team doesn’t fit into the new service model?
        • Work with them
          • Give them opportunities to be successful
          • Use peer coaching if realistic (Caution: only mature teams should engage in this practice)
          • Invest in their success
        • Work with them
        • Work with them
    20 October 2009 – Brew City HDI Chapter Meeting
  • 20. Improving the Service Desk Experience…
      • Invest in customer service
        • Low cost: focus on customer service during team meetings
        • Make customer service part of the Help Desk culture
        • Celebrate good service
        • Higher cost: invest in a more formal customer service program
          • Brookdale uses “Ulysses Learning’s” Coaching and Service Mentor programs
          • Not inexpensive, but Brookdale truly believes in the importance and value of providing good service
    20 October 2009 – Brew City HDI Chapter Meeting
  • 21. Improving the Service Desk Experience…
      • When all else fails…
        • What if someone “doesn’t get it” after significant investment?
          • Hard decisions to make:
            • Transition the person off the team to another opportunity in the company
            • Assist the person with career planning and transition planning
        • Don’t tolerate a bad attitude; it will only create a toxic environment for the team at large and undermine your efforts
    20 October 2009 – Brew City HDI Chapter Meeting
  • 22. Measure Your Progress
    • Step 4: Validate Your Progress
      • Customer satisfaction surveys
        • Brookdale sends out a “corporate” survey covering all major service focused departments twice a year
        • IT surveys customers upon incident close via our incident management system
        • Take the results seriously
          • Reach out to dissatisfied customers to obtain their feedback
          • Dedicate resources to the process, it’s important!
    20 October 2009 – Brew City HDI Chapter Meeting
  • 23. Measure Your Progress
        • Surveys don’t have to be complicated
          • An automated tool is very helpful, but not 100% necessary
          • No cost: Use e-mail with voting buttons and compile results in a spreadsheet
        • Don’t over think the questions. HDI convened a committee to determine the best survey questions. Don’t re-invent the wheel!
        • Brookdale’s survey questions were derived from HDI’s questions
          • The Courtesy of the IT Help Desk Analyst?
          • Ability to solve your problem, and in a timely manner?
    20 October 2009 – Brew City HDI Chapter Meeting
  • 24. Measure Your Progress
          • Rank your overall customer service experience.
          • Please use this space below for any additional comments you would like to share with IT management.
        • All questions are rated on a 5 point scale (1 being lowest rating)
        • Current Statistics (as of last week):
          • Overall rating: 4.61
          • Response Rate: ~30%
    • Commit to the process; how do you know you’re being successful if you don’t measure results?
    20 October 2009 – Brew City HDI Chapter Meeting
  • 25. Market Your Success!
    • Step 5: Share Your Successes with the Business
      • Create customer “touch points”
        • Electronic surveys/survey cards handed to customers
        • Brochures
        • Presence on company Intranet
        • Training videos/tips & tricks
        • Twitter? (customers could subscribe to outage alerts)
      • Be “hallway marketers”
        • Evangelize your services
    20 October 2009 – Brew City HDI Chapter Meeting
  • 26. Market Your Success!
        • Come up with a clever slogan (not too flashy, but something catchy)
        • Learn not to say no, but put a price tag on saying “yes”
          • Extra services are not free and come with a price tag
      • Become an added value to the business, not a liability
        • An underperforming Service Desk is a prime target for outsourcing
        • “ Bill and Ted’s Excellent Service Desk Adventure” can easily take the place of a mediocre Service Desk
    20 October 2009 – Brew City HDI Chapter Meeting
  • 27. Recap…
    • It’s all about customer service, honest!
    • KNOW YOUR CUSTOMER
    • Hire the RIGHT people
    • Validate your progress
    • Share your success
    20 October 2009 – Brew City HDI Chapter Meeting
  • 28. Market Your Success!
      • Live your mission – “Have fun & celebrate life every day” is one of Brookdale’s cornerstones that we live everyday at our Help Desk
        • Make work an enjoyable, rewarding experience
        • Satisfied team members provide better service
    20 October 2009 – Brew City HDI Chapter Meeting
  • 29.
    • Thank You!
    • Questions?
    • Want a copy of the presentation?
    • E-mail me: [email_address]
    • Or connect with me on LinkedIn
    • Customer Focused. Service Driven.
    20 October 2009 – Brew City HDI Chapter Meeting