Greg Dunning and Tony Salgado presented on shift left strategy, which aims to reduce support costs by pushing more issues to lower tiers like tier 1 support or self-service options. This can significantly reduce labor costs, freeing up time for higher priority work. Shift left strategies discussed included using chat as a first line of communication, intelligent routing of chats, integrating chat and ITSM systems, enabling collaboration on issues, centralized knowledge bases, and connecting chat to remote support when needed. The goal is to handle more issues at the lowest possible tiers through automation, self-service and empowering tier 1 agents.

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HDI Chapter
Meeting:
Shift Left Strategy
Greg Dunning & Tony Salgado
September 20, 2018

3. LET’S MAKE THIS SESSION INTERACTIVE!
• Group conversations
• Ask questions
• Success stories of
implementing processes
• Open discussions

4. 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.

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

14. Questions & Final Thoughts