Customer Focused Service Desk

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The practice of managing a service desk can be as frustrating as navigating in the dark without a flashlight and keeping you off the right path to servicing your customers. But what if you had the right tools, process and maps to help you navigate out of the darkness and keep you on the right path to better understanding your customers and managing a successful service desk?

In this webinar we will take a look at what some of the key tools, processes and maps are to keep you focused on the customer and how that translates to a high performing service desk and ultimately true customer satisfaction.

Watch the full webinar: https://www.brighttalk.com/webcast/8533/65299

Published in: Technology, Business

Customer Focused Service Desk

  1. 1. Customer Focused Service Desk“How keeping the spotlight on your customer translates to ServiceDesk success”Jim BlayneyDirector Product MarketingJohn HarrimanSenior Services Delivery Manager
  2. 2. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 2Agenda• People – “Listening to Your Customers”• Process – “Customer Driven Best Practices”• Technology – “Unlocking Customer Value”• Reporting – “Measuring Success”• Q&A
  3. 3. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 3Are you in the dark?How can you find your way, if you cannot see the path you’re on …
  4. 4. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 4There is light at the end of the tunnelWhat is Service Desk Success?• Better service desk efficiency, productivity& customer satisfaction
  5. 5. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 5Poll Question #1
  6. 6. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 6Listening to Your Customers
  7. 7. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 7Age of the CustomerNot surprisingly, CIOs and their teams are under increasing pressure to deliver bothtechnology and business process solutions that will improve their customers’ experience—
  8. 8. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 8Who are you customers?Internal vs. ExternalCustomers• Employees• Vendors• CustomersHow are they different?• Business to Business• Business to Consumer• GovernmentQuestions to ask yourself :• Types of customers you aresupporting?• Number of customer you aresupporting?• What is the projected growth?• Current Staff and Budget?• What is our Process Maturity?
  9. 9. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 9Listening to your CustomersCombination of Science and art…• Physical and emotional…Defining Services to support your customers• Aligning Services to meet the demands of the businessService Portfolio• Basic to Advanced RequestsFind the right balance
  10. 10. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 10Staffing GuidelinesAre you staffed accordingly tomeet the needs of yourcustomers?What are the guidelines?• General Ratios• By Channel2012 HDI Salary Report
  11. 11. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 11Gartner – Key ChallengesGartner 2012
  12. 12. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 12VALUETIMELEVEL 1: BasicLEVEL 2: IntermediateLEVEL 3 - 5: AdvancedHelp Desk & Ticket Managementsolutions built for cloud or on-premiseService & Client Management solutionsincluding: Self Service & Service Catalog,Discovery and Infrastructure ControlIntegrated Service & Client Managementsolutions including: Workflow basedplatform, Voice Automation, and Desktopand Server ManagementGartner IT Maturity Curve
  13. 13. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 13Poll Question #2
  14. 14. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 14Customer Driven Best Practices
  15. 15. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 15Working AssumptionsAssumptions are:• Ready and motivated to focus on your customers• Leadership, management and the team(s)• You have in place mechanisms to contact yourcustomers for feedback.• You can identify your customers (Who they are,special notes, SLA, history, etc.
  16. 16. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 16Customer AdvocacyCustomer Advocates• The use of customer advocates allows for single points ofcontact to collate and provide clear communication for issuesand challenges.• The use of SDM/CSM/CRM’s to handle Escalations• What were we doing wrong to have such involvement
  17. 17. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 17Customer AdvocatesWhere does this feedback go?Customer advocacy – What is the feedback mechanism oncethe customer feedback is captured?• Targets are to:• Reduce the number of escalated and unhappy customers so that we canconcentrate on proactive activities to the customer lifecycle.• Improve the service in terms of customer satisfaction• Simply being able to call the customer and ask “We haven’t spoken for amonth so I thought we would check in with you”• Quarterly Business reviews / This can be at the individual, departmental andcompany level.• Pro-active communications: Notifications on upcoming changes or projects.
  18. 18. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 18ITIL GuidanceITIL V3 as a guide tohelping you define yourservice desk strategy…• Service Strategy• Service Design• Service Operation• Service Transition• Continual Service Improvement
  19. 19. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 19Service Desk Best PracticesSurveys• General vs. Specific• best practice for support organizations to send a survey with everyclosed incident. Important to track and also have a process to ensure youare doing customer follow ups as well as a way to coach analysts.Analyst Scorecards• a way to measure analyst success and have touch points on a monthlybasis. Ensures consistency for the desk and analysts know how they arepreforming.Incident Life-cycle and Life-cycle Management Process• most ensure you have a standard process for documenting and capturingincidents within the support organization.
  20. 20. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 20Why Survey?UnderstandMeasureImprove
  21. 21. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 21Analyst Score CardsSAMPLE STAFF SCORECARD• Support Metrics• Total Incidents logged Customersatisfaction, event-based• Average talk time per call Firstcontact resolution• Average wrap-up time per callManagement escalations• Average resolution timeLEARNING/GROWTH STAFF• Technical escalations• Incident reopen rate• Call quality monitoring indexAverage availability• Incident quality monitoring indexExample Score Cards
  22. 22. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 22Service Desk Best PracticesCall Monitoring and Incident Reviews:• Best practice to ensure customer service andtechnical information passed to customers isat the proper level. Incident reviews toensure technical accuracy and thatdocumentation is being properly captured inIncident Management tool.
  23. 23. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 23Best PracticesSources to continue to evolve and mature yourservice desk…• Net Promoter Score (NPS)• Knowledge Centered Support (KCS)• Help Desk Institute (HDI)
  24. 24. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 24Unlocking Customer Value with Tools andTechnology
  25. 25. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 25Enabling Technologies & AutomationService Desk success cannot achieved bysimply implementing technology or tools. It isjust one component of the overall servicestrategy.
  26. 26. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 26Enabling Technologies & AutomationKey Desk Tools:• Knowledge Management• Surveys• Self Service• Service Catalog• Voice• Collaboration
  27. 27. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 27Knowledge ManagementThe process of identifying, collecting, manipulating andmaintaining information to make it accessible and usable byyour Support Center professionals and customers.The goal of knowledge management is to create a centralizedrepository for storing all pertinent information that will beneeded by the Support Center professionals in order to supportthe customer base successfully.
  28. 28. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 28Knowledge Center Support (KCS)
  29. 29. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 29Channels of CommunicationService Desk must adapt to accommodate ayounger customers with evolving technologyMulti-channels• In-bound• Out-boundMarketing your channels of communication• Self Service Portal• After Hours Support• Voice (IVR)• Chat
  30. 30. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 30CollaborationWhat it is collaboration?• Customer view• Service desk view
  31. 31. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 31SurveysTo discover and confirm the bigger picture andissues of working with us. “Perception”• The NPS provides all business units with a focus and moreimportantly focus on the customer and the issues & challengescustomers have working with the service desk/support center.• It allows us to learn more about ourselves from the outsidein.• It has a direct impact on changing focus, changing culture• Collaboration with the service desk, changing communication• ACTING on the customer feedback, for the customer : ensuringchanges are understood in terms of customer impact.
  32. 32. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 32SurveysTicket Surveys• Don’t survey without any real purpose after everyticket, otherwise you will derive masses of datathat really don’t give any business direction outsideof support.• Communicate results
  33. 33. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 33Reporting – “Measuring Success”
  34. 34. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 34Critical Success FactorsCritical success factors (CSFs) issomething that needs to be met ortrue to achieve your goals.A Process CSF would be that ServiceDesk Agents have a defined processthat consistently determines theurgency and impact of a customerissue.People: Agents have adequate knowledge of theIT services, technology and organizations theysupportProduct: The ticketing system includes workflowsto enable queue management and escalationprocedures.Partner: Operational Level Agreements exist fortechnical and application infrastructure areas toensure incident resolution intervals for 2nd leveltechnical and application support teams.Performance: Service Desk staff are aware of keyperformance indicators for their roles.
  35. 35. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 35Key Metrics to MeasureKey PerformanceIndicator (KPI)DefinitionNumber of repeatedIncidentsNumber of repeated Incidents, with knownresolution methodsIncidents resolvedRemotelyNumber of Incidents resolved remotely by theService Desk (i.e. Without carrying out work atusers location)Number of EscalationsNumber of escalations for Incidents notresolved in the agreed resolution timeNumber of IncidentsNumber of incidents registered by the ServiceDesk grouped into categoriesAverage Initial ResponseTimeAverage time taken between the time a userreports an Incident and the time that theService Desk responds to that IncidentIncident ResolutionTimeAverage time for resolving an incidentgrouped into categoriesFirst Time ResolutionRatePercentage of Incidents resolved at theService Desk during the first call grouped intocategoriesKey Performance Indicatorsare “chosen“ metrics thatmeasure actual performanceto determine the state ofCritical Success Factors. Theyindicate the health of theService Desk and itscomponents.
  36. 36. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 36Getting the right information into theright peoples handsEnd Users• Hours of operation, Product Supported, Updates, Self ServiceStaff• Queue statistics, Problems, Performance, Knowledge• Employees/customers• Escalation process, root cause analysis, customer satisfactionscoresManagement• Cost analysis, customer satisfaction, trends, issues, service quality
  37. 37. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 37Summary
  38. 38. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 38SummaryDon’t forget to listen to your customer….• Self-Assessment• Define your services strategy• Take incremental steps• Measure and Re-calibrate• Repeat… Often!Stay Focused on your customers success and it will translate toService Desk Success!
  39. 39. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 39Questions?
  40. 40. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 40Thank You!For more information please visit us at:www.frontrange.com

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