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Shift Left Strategy

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September, 2018 North Coast HDI Chapter Meeting. Learn more on our website: www.ncchdi.org

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Shift Left Strategy

  1. 1. ©2017 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE HDI Chapter Meeting: Shift Left Strategy Greg Dunning & Tony Salgado September 20, 2018
  2. 2. LET’S MAKE THIS SESSION INTERACTIVE! • Group conversations • Ask questions • Success stories of implementing processes • Open discussions
  3. 3. What is Shift Left Strategy? Being able to reduce costs of open support incidents (tickets) by pushing the issue to the first line of communication (Tier 1) or as close to the customer (self- service/Tier 0) as much as possible.
  4. 4. Impact of the Business? • Reduce Labor Cost by pushing incidents to Tier 1 or Self-Service • This frees up time for higher priority projects or issues for higher tiers • Gartner: “Labor cost represents 85-90% of total support cost” • Decrease of support tools by consolidating solutions • Less turnover for the Service Desk because of increase quality of work • Decrease number of incoming incidents by enduser utilizing self-service (i.e. Password reset) • Capturing Key Metrics/KPI’s: • Increase 1st Call Resolution • Decrease Average Call Handling Time • Increase CSAT
  5. 5. Self-service Level 1 Level 2 Level 3 Mean time to resolution Cost $5-$10 $50-$75 $100+ Escalated Call Technologist/ Developers Automated Self-service Call Elimination $18-$23 First Contact Resolution Impact Areas: • Chat First Line of Communication • Canned Messages • Intelligent Routing • ITSM / Incident Management Integration • Collaboration • Centralized Scripts • Integrate Chat with Remote Control SHIFT LEFT STRATEGY
  6. 6. Chat Being First Line of Communication with Service Desk • Drive as much open incidents to chat as possible • Have chat icon on self-service or support portal site to begin the communication. • Service Rep can have multiple chat open, making them more productive versus handling phone calls. • Canned messages to send to enduser to quickly diagnose the issue
  7. 7. Intelligent Routing • Capturing data and information on the front end • Route incoming chats to least busy individual • Routing the session to the correct individual or group • Increase 1st call resolution
  8. 8. Integration into ITSM/Incident Management Software • Self-Service incidents created by enduser • Allow chat to begin from ITSM solution • Tie all session details and information back to open ticket • Learning from typical topics to put on Self-Service Portal as a knowledge base
  9. 9. Collaboration • Collaborate on an open issue to resolve the open issue faster • Transfer session to another team or individual if 1st line cannot fix the problem • Invite into the session a higher member to resolve the issue • Swarm on the issue to decrease the average call handling timeCHAT
  10. 10. Centralized Scripts • Weaponizing your Service Desk with common canned scripts that can be pushed to the enduser • Created by higher tiers, however, allowing the lower tiers to use these scripts with open issues • Makes Tier 1 more powerful with better tools in the belt
  11. 11. Chat to Remote Support • Elevate chat session to full screen sharing without having to switch tools or dropping the connection • Tier 1 is able to quickly start a remote session with the enduser for more complex issues that chat or Self-Service cannot resolve
  12. 12. Questions & Final Thoughts

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