Jan2008   Proactive Contact Management Strategies Motown 1 9 07
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Jan2008 Proactive Contact Management Strategies Motown 1 9 07

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Chris Farver, Principal Consultant – ITSM BMC Software

Chris Farver, Principal Consultant – ITSM BMC Software

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Jan2008   Proactive Contact Management Strategies Motown 1 9 07 Jan2008 Proactive Contact Management Strategies Motown 1 9 07 Presentation Transcript

  • Proactive Contact Management Strategies Chris Farver Principle Consultant ITSM - BMC Software ITIL Service Manager, PMP
  •  
    • Key Terms & Concepts
    • Industry Adoption of Self Help Technologies
    • Developing a Contact Management Strategy
    • Benefits to the Service Desk
    • Solutions for Contact Elimination/ Automation
    • Developing an ROI
    • Implementation Considerations
    • Take Home Action Plan
    This session will focus on these key areas: View slide
  • Key Terms & Concepts
    • Self Help VS Self Service
    • Elimination VS Automation
    • Elimination Is Top Priority
    • Automate What Can’t Be Eliminated
    View slide
  • “ the use of self-help not gaining as much “market penetration” as anticipated. Its success in resolving incidents remains low” Ron Muns, HDI Founder & CEO 2007 HDI Best Practices Survey – Executive Summary “ 25% of support centers are planning to add self-help tools to their toolbox Responses related to the use of online chat, self-help tools, and e-mail management tools are lower than expected. While these tools are well known and technologically stable, their use lags behind the traditional support tools. This might suggest that the underpinning policies, processes, and procedures that go into using these tools in the best manner are still weak and need to be strengthened.” Jenny Rains, Research Analyst, HDI 2007 HDI Best Practices Survey - Data Analysis Industry Adoption of Self Help Technologies
  • * Source: HDI 2007 Best Practices Survey Industry Adoption of Self Help Technologies
  • * Industry Adoption of Self Help Technologies * Source: HDI 2007 Best Practices Survey
  • Developing a Contact Management Strategy
    • Step #1
    • Identifying types of contacts
    • to the Service Desk & IT
    • Step #2
    • Document how they are
    • handled today (and at what cost)
    • Step #3
    • Develop solutions to
    • eliminate or automate
    Service Catalog Phone Call New Security Access Request Service Catalog Multiple Phone Calls New Employee Set-up Automated Password Reset Tool Phone Call Password Reset Provide Knowledge Source Phone Call How To Question New Solution Current Method Need
  • Benefits to the Service Desk
    • Service Desk of more strategic value ($) to IT
    • IT to business needs alignment
      • “ Services provided matches services needed”
    • Increased customer satisfaction
      • Efficient handling, improved AHT & FCR
    • Higher retention at Service Desk
      • Improved Agent morale
      • Higher skill level at the Service Desk
      • Mundane tasks automated
    • Outsourcing Avoidance
    • ITIL Best Practices
      • Incident Management
      • Problem Management – Root Cause Analysis
      • Change & Release Management
    • Proactive User Education & Communications
    • Implement Top 10 Callers Program
    • Use of Designated Callers
    • Broadcast Messages
    • Readily Available Knowledge Sources
    Solutions to Eliminate Contacts
      • “ 80% of calls to the Service Desk are a result of change”
    • Web Based ITIL Centric Service Catalog
      • Intranet/ Extranet based solution for on-line requesting of IT services
      • Start with list of services, forms to complete, methods of submitting requests
      • Invoke automated work flow engine as maturity grows (actionable)
    Solutions to Automate Contacts - Handling “Requests” for Service 2 nd /3 rd Level Groups Automation On-Line Service Catalog PC IMAC Access Request
    • Automated Password Handling Solutions (32.1%*)
    • Self Ticket Submission & Self Ticket Status
    • Auto Routing of Incidents
      • Based upon CTI and other parameters entered in Incident
    • Front-end Messages
    • IVR – Speech Recognition
    • ACD - Skills Based Routing
    Solutions to Automate Contacts * Source: HDI 2007 Best Practices Survey
  • Mission Critical Self Service Service Desk 2 nd Level DSS <$12.44 * $24.37 * $34 * Automation Elimination 3 rd Level - $75+ *Mean Cost - Date Source: 2006 & 2007HDI Best Practices Survey Developing an ROI for Contact Management Solutions
    • Document and analyze current contacts - start with top 10
    • Identify high avoidance candidates (elimination or automation)
    • Determine Cost Per Contact by type
      • HDI BPS Median - $24.37/$21.84/$12.44 Call/E-Mail/Self Service
    • Perform an ROI analysis to help prioritize those areas to focus on first
    Developing an ROI for Contact Management Solutions 585 1,215 575 2,375 10 40 300 350 Slow Internet Response Time 0 250 0 250 New Access Request 175 25 75 275 Remote Access Issues 400 900 200 1,500 Password Resets # Requires an Agent # Can Be Automated # Can Be Eliminated Average Call Volume/ Month Issue
  • Call Analysis Results - Example ROI Analysis – Call Automation - Example FTE’s can then be allocated to focus on more Contact Avoidance strategies! Developing an ROI for Contact Management Solutions 0 250 0 250 New Access Request 400 900 200 1,500 Password Resets # Requires an Agent # Can Be Automated # Can Be Eliminated Average Call Volume Issue 1150 Total Calls Avoided $38,000 $22,000 $60,000 $20 250 New Access Request $16,000 $200,000 $216,000 $20 900 Password Resets Net Annual Savings Cost of Solution Total Cost Today (Per Year) Cost Per Call Today Calls Avoided ( Per Month) Issue
    • Pre-document impact on call volume, Average Handle Time (AHT) and First Contact Resolution (FCR)
    • Educate users that Monday’s are busy, use alternate methods or wait if low priority
    • Proof of Concept - then patience on results
    • Persistence from Service Desk
      • Re-direct callers
      • Walk callers though automated process
    • Perform ROI follow-up, show cost/benefit of solutions over time
    Other Considerations
    • Perform your contact management strategy analysis
    • Identify top candidates for elimination & for automation
    • Look for quick wins and low hanging fruit to prove your case
    • Document current TCO and determine your cost per contact
        • HDI BPS Median - $24.37/$21.84/$12.44 Call/E-Mail/Self Service
    • Perform ROI analysis
        • Current Cost – Solution Cost = ROI
        • ROI not always based upon green dollar savings
    • Focus on Business Benefits – ITIL = IT to Business Alignment
        • Understand the needs of the business before implementing any contact avoidance or automation strategies
        • The business may want a high touch, low tech solution for certain types of contacts, especially if dealing with external customer
    Take Home Action Plan
      • Chris Farver
      • Sr. Project Manager and Principle Consultant
      • BMC Software
      • [email_address]
      • 330-554-8518
    Q&A