Creating a One-Stop Help Desk and Transforming Your Call Center
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Presentation from Salesforce.org Higher Ed Summit 2017 by: April Tuomi of Northern Arizona University Northern Arizona University, partnering with Sierra-Cedar, implemented Salesforce as the institution's campus-wide system of engagement and prioritized the Student Solution Center (Call Center) and Student Service Center (Walk-in One Stop Shop) as the initial projects. The goals for these centers were to capture student interactions in a consistent and reportable manner, replace electronic and manual resource materials, and integrate key data into the solution for quick access. The team gained immediate efficiencies by implementing Case Management, via Service Cloud, including Knowledge articles, Email to Case, and Live Agent. Several departments are now able to collect, monitor, collaborate, and report on all student interactions that result from student phone calls, in person meetings, and email inquiries. In this session, we will walk you through the solution and provide insight into the process of implementing it.
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Creating a One-Stop Help Desk and Transforming Your Call Center
- 1. Create a One-Stop Shop and Transform Your Call Center April Cook, Project Manager Northern Arizona University April.Tuomi@nau.edu
- 2. April Cook Project Manager Northern Arizona University
- 3. Objectives for the Presentation • How to use Salesforce to streamline business processes • View how Salesforce is used for the Student Solution Center (Call Center/Phone) • View how Salesforce is used in a Student Service Center (One Stop Shop/Walk-In)
- 4. Planning • Idea to Conception • Campus Buy-In • Design Demo Reports and Dashboards Agenda
- 5. Established in 1899 Located in Flagstaff, Arizona at 7,000 feet Public university serving close to 30,000 students annually 151 Degree Programs Average Class size: 31 4 Time USA Today’s Best Small College Towns About Northern Arizona University
- 7. Planning: Idea to Conception Planning: Committee University of Missouri visit One-stop shop webinars RFP process for determining the tool Solution/Conception: Salesforce Zeacom/Touch Point integration Steering committee formed Project plan created Department created/expanded Problem: Students had to go across campus to multiple departments, or call multiple third party vendors, when there was an issue
- 8. Before Salesforce Student Solution Center (Call Center) Phone Center with 30 part time students, 2 managers (UAO focused) Multiple PeopleSoft Screens Hard line phones with headsets Google Docs Excel Spreadsheets Word Doc Knowledge Document Free internet chat option Student Service Center (Walk In) Did not exist prior to Salesforce Launch
- 9. Create Campus Buy- In Started small Established Steering Committee meetings Project champion: • Director, Student Service Center • Director, Undergraduate Admissions Requirements meetings Obstacles/Lessons Learned
- 10. Design Requirements • Case management • Email templates • Queueing • Reporting
- 11. Salesforce Demo of Student Solution Center (Call Center)
- 13. Salesforce Demo of Student Service Center
- 15. Text, images, charts, tables can be put in this placeholder. Student Solution Center Data Integration with SIS Service Console Case Management Knowledge Call Center Live Agent Functionality Delivered
- 16. Text, images, charts, tables can be put in this placeholder. Student Service Center Data Integration with SIS Service Console Case Management Knowledge Custom Kiosk (Queuing) Service Monitors Functionality Delivered
- 17. Streamlining Business Processes Centralized support to one building Skype for Business chat Knowledgebase Collaboration
- 18. After Salesforce Student Solution Center (Call Center) 110 Student workers, 5 managers Admissions, Student Account, & Financial Aid Calls Knowledge base use Case Management to track all phone calls Reports in Salesforce for tracking calls Zeacom Adapter to create call dashboard Live Agent Chat Student Service Center (Walk In) 6 full time staff, 4 student workers Queueing for walk-in students Financial Aid, Registrar, & Student Accounts Knowledge base usage Reports for tracking receipts
- 20. Statistics Increased Tracking • 117,423 cases created in Solution Center since October 2015 • 16,958 cases created in Service Center since February 2016 Response Time • Average close time of 2.5 days in Solution Center • Average close time of 1 day in Service Center Higher satisfaction (Improved Student Experience/Retention)
- 21. Questions and Contact Information April Cook, Project Manager • Email: April.Tuomi@nau.edu
- 22. Thank You
Editor's Notes
- NAU first purchased Salesforce to create the Connected campus. We are focusing on Prospect, faculty and staff, and students in our first few years of development. We are using HEDA, Marketing Cloud, and the Community system to develop these processes.
- Problem Story: At NAU we have found that sometimes students would have to walk across campus multiple times to get help answering a question. They would often complain that depending on the office, and the person in the office they would get different answers. Need for one department on campus to help students with issues Needed to bring the solution center on campus University of Missouri visit of their One Stop Shop Kiosk check in Queueing of students Professional staff needed Salesforce as the tool Committee = Financial Aid and Admissions to determine what is needed from CRM RFP Process including demos of multiple tools and discover meetings Meetings to review functionality needed Our Technology center was using Zeacom/Touch Point so we were able to utilize this same technology in our call center by integrating with Salesforce Steering committee membership Vice President: Enrollment Management and Student Affairs Directors: Admissions, Financial, SDAS, RO, EMSA Communication, ITS, and Project Management Project share point site was created to manage the scope of the project Solution: One Stop Shop was conceived as the department for students to interact with Admissions, Financial, Student Accounts, and Registrar. Bring the Call Centers for Financial Aid and Student Accounts back to NAU to have NAU trained staff answer questions.
- Staff pain Not a lot of collaboration Students would not be happy when meeting with staff Student Pain On hold for an hour of a time did not call, would take to walk across Frustrated they would have to tell their story multiple times Solution Center = Call Center with live agent Student Service = Walk in No reporting—did not have visibility into the real problem No way to know how long students were waiting on phone calls which did lower the SLA that the management staff was trying to keep
- Started with one department (Admissions Call Center) Innovative Director that drove the vision Established Knowledge Base, Case Management, and limited integration with PeopleSoft Monthly steering committee meetings to determine champions and timelines Requirements meetings with Business Analysts to review needs Engaged multiple departments for requirements meetings Obstacles: hard for departments to let go and have another department to help Lots of conversations about how to come together and how Salesforce is helping UAO Financial Aid buy in difficult due to federal compliance VP of Enrollment Management and Student Affairs said “you have no choice but to use this tool” Culturally would be able to see how the different departments on campus are using the tool which would help back the need for buy in Used the improved business process in UAO to show how this can help
- Requirement 1: Case Management Assignment rules Case started and routed based on the student’s reason for coming in (routed to three different levels) Tier 1: front desk support Tier 2: functional staff support Tier 3: routed to Departments (i.e. Financial Aid needs packaging) Escalation rules: case open for more than hour is sent to the Management Queue Email to case: no one has to check the virtual email box Requirement 2: email templates for distributing a consistent message to students Requirement 3: Queueing process—students could check in at a kiosk at the front to identify the reason for coming into the Service Center or students were entered into a queue for calls to be answered Requirement 4: reporting of students who are utilizing the service center
- Use case: Call Center Student calling about Transcript missing Screen Pop Add case Demo route case to the appropriate queues
- Demo: Student Solution Center: coming in because they have a balance due Demo Tier 1 Sign in Call student to front counter Route to Tier 2 Interact with student Close case
- How to justify the department/call center Retention (Student Service Center)—gut feeling from advisors perspective Saved money by canceling contracts with 3rd party vendors Centralized the call center for Undergraduate Admissions, Financial Aid, and Student Accounts into one building Built a new building to house the Service Center IM Chats with department reps to answer questions quickly Utilize the knowledge base to self help with answers to questions Moved away from paper in some instances to our document management system Collaboration across campus with case management processes How we did get this to work out? Organically departments started “trusting” the Centers and FA has come on board more
- Service Center start small—you don’t need a full building to house staff
- Click report to go the report in Salesforce Higher satisfaction Due to more collaborative conversations on campus People are willing to talk about business processes Students are not complaining as much