1. INCREASING CUSTOMER USE OF
THE SELF SERVICE WEBSITE
John Chisolm
GEB 3213 Business Communication
May 6, 2014

2. OVERVIEW
 The goal of this project is to decrease the
password reset phone volume received by the
HRO Phone Group by requiring the use of the
customers email address.
 This process will be implemented by using a
procedure that is already in place for several
customers.
 The result will be an increase in customer use of
the self service website and a corresponding
increase in phone agent productivity

3. INCREASING CUSTOMER WEBSITE
TRAFFIC
 The primary goal is this project is to increase
customer use of the self service website.
 This will be done by focusing the below efforts in
3 business areas discussed on the next few slides.
Each of these methods has a potential impact to a
business area in the stakeholder group.
 Directing flow of customer traffic to the website
 Removal of previous password reset procedures
 Enhancing training to reinforce current procedures

4. INCREASING CUSTOMER WEBSITE
TRAFFIC
• Reduce inbound
phone volume
• Improve phone
agent productivity
• Enhance digital
communication
options
Increase
Customer use
of Self Service
Website

5. INCREASING CUSTOMER WEBSITE
TRAFFIC
 The HRO group took 76,772 phone calls in the first quarter
of 2014. The following charts shows on a daily average how
many calls were for password resets, payroll and benefits.
Total Calls First Quarter 2014
Password Reset
Payroll
Benefits

6. STEP 1: BUSINESS AREA IMPACT – PHONE
STAFF
 Password Resets will no longer processed on the
website by call center agents
 Agents will advise the customer that the reset link is being
sent to their email address on file (current procedure)
 Password Reset link sent to customer email
 Link will re-direct customers to website for password
reset which will require customers to log in to
complete
 Propose a more prominent Password Reset button visible on
website as a reminder to customers in future release
RESET
PASSWORD

7. STEP 2: BUSINESS AREA IMPACT -
TRAINING
 Training Department
 Training pages will be updated to remove the steps to
all previous password reset procedures with
exceptions
 Exceptions - No change in current procedure for assisting customers with
no or limited access to the website or email or who insist we perform this
action
 Reminders to staff will be created and posted for the
website password reset procedure in Hot Topics
 Refresher training will be provided to remind staff to
utilize the website password process during
scheduled team meetings

8. STEP 3: BUSINESS AREA IMPACT - IT
 Procedure changes implemented during non-
payroll week to minimize potential network
usage increase
 IT will be available for priority requests from
supervisors for reported issues from phone staff
 Proposed enhanced password reset link on the
self service website when upgrade is available
 Visual updates only as functionality remains
unchanged
RESET
PASSWORD

9. STEP 4: BUSINESS AREA IMPACT - RISKS
 Possible Network delays due to increase in
customer use
 Increase in email requests which would require
additional staff be cross-trained and placed in the
email queue
 Increase in productivity could result in reduced need
for staff on a continual basis
 Reduction in customer satisfaction of service of
being referred to the website when already on the
phone with staff

10. STEP 5: BUSINESS AREA IMPACT -
BENEFITS
 Reduction of inbound password reset phone volume
 Increased availability of phone staff to benefit and
payroll queues
 Increased use of the self-service website
 Increased communication to the customer through
website and email messages
 Cross-training opportunity to loan staff out when
volume is low to reduce operating costs
 Increased productivity of staff with no corresponding
increase in costs

11. KEY STAKEHOLDERS
 Training
 Customer Service Phone Staff
 IT Department
 Management

12. MANAGEMENT COMMUNICATION UPDATES
 Management Notification for updates
 All procedures related to the manual password reset
procedure removed from the training pages
 Refresher training for phone staff on exclusive process for
password updates
 Updates to quality scoring delayed for thirty days to allow
for procedural change to be fully implemented

13. REFERENCES
 Shwom, B., & Snyder, L. G. (2014). Business
communication. NJ: Pearson

14. SELF SERVICE WEBSITE MARKETING