Brew City Hdi October 2009 Presentation

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October Meeting presentation by Scott Madden

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Brew City Hdi October 2009 Presentation

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

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