Case study in improving csat with troubleshooting skills

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Case study in improving csat with troubleshooting skills

  1. 1. Troubleshooting: A Case Study inImproving Customer Satisfaction Jeremy Stephens, Corptax Malcolm Carlaw, Impact Learning Systems
  2. 2. Poll: What type of offering do you personally support? Software Hardware Services All of the above
  3. 3. Primary Drivers of Customer Satisfaction Time to Resolution Customer Service Skills Satisfaction Employee Satisfaction
  4. 4. What are the Issues? Employee Resolution Satisfaction Time Lost Hand-offs Trust Documentation Poor or Good Troubleshooting Call-backs Skills Unnecessary Parts Additional Collateral Ordering Resources Damage
  5. 5. Resolution Time Drives Customer Sat.Data developed by MetricNet
  6. 6. Engineer Satisfaction Drives Customer SatisfactionData developed by MetricNet
  7. 7. What is in the balance? Customer Satisfaction Operational inefficiencies Lost trust – clients/co-workers Morale 7
  8. 8. Poll: What are your top two troubleshooting issues? Resolution time Hand offs/ documentation Operational inefficiencies Lost trust – client/co-workers Employee satisfaction
  9. 9. Mitigating the Problem Troubleshooting skills vs technical knowledge Critical thinking Common troubleshooting process Common language 9
  10. 10. Common Troubleshooting Process Diagnostic Troubleshooting Process Setup Problem Identification Problem Resolution Good Decision Verify Define Isolate Identify Problem Justify Resolve Problem Problem Problem Cause Solution Problem Making Problem Identification Resolution Level 1 support  E-book available with details about each of these steps
  11. 11. Results Operational Efficiency Increased Satisfaction Typical results » 5-9% improvement in TTR » 4-8% improvement in C-SAT » Focus on specific metrics
  12. 12. Support Staff Excellence Program 2009, 2010, 2011 2012 (pending)
  13. 13. Case Study: Corptax, Inc.Jeremy StephensManager, Customer Support
  14. 14. About Corptax 14
  15. 15. Corptax Support88% percent of support staff are accountingprofessionals 15
  16. 16. Poll: How do you measure resolution time?• Months• Weeks• Days• Hours• Minutes 16
  17. 17. Our Story• 2008 Launched Customer Support training with Impact Learning• Results indicated other weaknesses to fill• Q1 2009 Launched Diagnostic Troubleshooting 17
  18. 18. Implementation Issues• Lack of Executive Support• Scheduling Issues With Home-Based Staff• Management Requires Training 18
  19. 19. Adoption “This training was very helpful. The tools to identify the root cause — and not just the underlying directcause — have helped me save a tremendous amountof time and has helped me obtain quicker resolutions for my customers.“ Shellie Bailey, Customer Support 19
  20. 20. Maintaining the Focus• Syncing Troubleshooting skills adoption with Q/A process – “The program was valuable in providing a structural process for troubleshooting.”• Reinforcement tools – Weekly “announcements” – Poster reminders 20
  21. 21. Customer Surveys Skills and Knowledge0.990.970.950.930.910.89 10Q1 11Q4 08Q3 08Q4 09Q1 09Q2 09Q3 09Q4 10Q2 10Q3 10Q4 11Q1 11Q2 11Q3 12Q1 21
  22. 22. First Contact First Contact Resolution65%60%55%50%45%40%35% 11Q2 09Q1 09Q2 09Q3 09Q4 10Q1 10Q2 10Q3 10Q4 11Q1 11Q3 11Q4 12Q1 22
  23. 23. 24 Hour Solution Resolved Within 24 Hours 0.90.85 0.80.75 0.70.65 0.6 11Q2 09Q1 09Q2 09Q3 09Q4 10Q1 10Q2 10Q3 10Q4 11Q1 11Q3 11Q4 12Q1 23
  24. 24. SLA Achievement SLA Achievement 10.990.980.970.960.950.940.93 12Q1 09Q1 09Q2 09Q3 09Q4 10Q1 10Q2 10Q3 10Q4 11Q1 11Q2 11Q3 11Q4 24
  25. 25. Beware of Success Q1 2012 25
  26. 26. Award winning Excellence in Support Services – Emerging Companies LEVEL 1 & 2 2011 Excellence in Support Services – Small Company LEVEL 1 & 2 2010 Finalist – Continuous Improvement in Support Services LEVEL 1 2009
  27. 27. Additional Information Questions? Next step: Deeper dive into the product  Thursday May 31st 10:00 AM PT  Tuesday June 5th 11:00 AM PT

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