Dynamics Business Conference 2015: Update from our Dynamics Support desk

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m-hance

In this session we provide an update on the performance of our Microsoft Dynamics Support Desk

Software

#DYNBC15
Update from
our Dynamics
Support Desk
Linda Pearson
Head of Customer
Services & Support
m-hance

#DYNBC15
What we presented last year..
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Q1. Attitude & Manner of our support consultants.
Q2. Time taken for contact to be established with
support consultant.
Q3. Time taken for case to be resolved.
Q4. Availability of portal case management.
Q5. Ability to escalate cases when necessary.
Q6. Provision for regular status updates regarding open
cases.
Q7. Knowledge of our support consultants.
Exceed/Meet Below

#DYNBC15
Customer Services Team
Giving time back to
Consultants
More consistent, regular
updates on cases
Reduce time taken to close
cases
We Focussed on Those 4 Areas
Time taken to
establish contact
with a Support
Consultant
Provision regular
updates
Time to resolve
case

#DYNBC15
What we did not manage to improve on…
Reminder email address
support-escalation@m-hance.com
OR
customerservice@m-hance.com
We will also add these email aliases to the bottom of case emails.

#DYNBC15
Backlog
Giving Consultants More Time Back

#DYNBC15
Time to close
This in turn has led to….

#DYNBC15
How Have We Been Doing…?
Service Level Agreements and Satisfaction…..

#DYNBC15
Removed Auto Attendant from phone system
Means no more menu selection
ISO Monthly & Quarterly Management Reviews
Means swift changes if necessary
Please do continue to provide us with details for improvement
We are here to provide the best service we can
Committed to Continuous Improvement…

© m-hance ltd 2015
#DYNBC15
Linda Pearson
Head of Customer Services & Support
m-hance
Thank you for your custom

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