Single Point of Contact (SPOC) - One Goal, One Journey to the Road to Success, an ITSM Academy Webinar
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Presenter: Eddie Vidal, EJV Corporation The road to success for organizational change is often met with roadblocks and detours, rarely following a straight, simple path. Changing long-standing processes and team members’ roles to reach the ultimate goal of Single Point of Contact (SPOC) is a challenging journey. In this session, attendees will learn how one organization with 35,000 customers made massive improvements through SPOC. Find out how to combine several services desks into one, cross utilize team members, lower your abandon rate, create scalability to support large projects, and more.
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Single Point of Contact (SPOC) - One Goal, One Journey to the Road to Success, an ITSM Academy Webinar
- 1. @eddievidal SPOC: One Goal, One Journey, and the Road to Success Eddie Vidal
- 2. Family 2
- 3. @eddievidal Takeaways Road Traveled Value to Customer / Organization/ Team Wins – Milestones - Celebrations Lessons Learned – Bumps in the Road – Do Overs
- 4. @eddievidal Our Journey • Combined several Services Desks into one • Transitioned from 9 to 5 to 24 x 7 x 365 • Created career paths for all team members • Cross utilized team members • Lowered abandon rate with ACD call menu change and increased service levels • Created Scalability to support large projects
- 5. @eddievidal Number of Customers Faculty, Admin & Staff 14K Students 16K Alumni 171K
- 7. @eddievidal BS – Before SPOC
- 8. @eddievidal 6 - Academic 4 - Clinical 10 – Med Tech BS – Before SPOC
- 9. @eddievidal 6 - Academic 4 - Clinical 10 – Med Tech 20 Tier 2 System Admin Data Center BS – Before SPOC
- 11. @eddievidal Time line Dec 2012 • UMIT becomes ONE Feb 2013 • Start at Med Campus Dec 2013 • Service Desk Manager at Academic campus retires Jan 2014 • Data Center reports to Service Desk
- 12. @eddievidal Time line Jul 2014 • Go to 24 x 7 x 365 Support Dec 2014 • Call Menu Change Apr 2015 • Workday ERP Rollout Jun 2015 • All moved to ONE location
- 14. @eddievidal
- 15. @eddievidal
- 17. @eddievidal 2014 Numbers Emails 55,628 Calls Offered 194,204 Calls Answered 160,857 Calls Abandoned 25,934 Abandon Rate 13.4% Avg Speed to Answer 1:47 Service Level 54%
- 18. @eddievidal Call Menu 1. Password Reset/General Info 2. Bio Medical Support 3. Telecom, CaneID, Cane Card 4. Research Systems 5. UChart, Business & Clinical Support 6. Project AD & O365 7. Technical Support 8. Training & Misc 9. Workday
- 21. Communication
- 23. @eddievidal Who We Are 26 Skill Group Before After Password, General Info 20 Workday 7 Technical 10 Project 3 Academic 6 Clinical 4
- 24. @eddievidal Who We Are 26 Skill Group Before After Password, General Info 20 26 Workday 7 26 Technical 10 16 Project 3 16 Academic 6 12 Clinical 4 11
- 25. @eddievidal Numbers 2014 2015 Emails 55,628 59,472 Calls Offered 194,204 206,736 Calls Answered 160,857 177,444 Calls Abandoned 25,934 23,232 Abandon Rate 13.4% 11.2% Avg Speed to Answer 1:47 1:23 Service Level 54% 62%
- 26. @eddievidal Numbers - Wins 2014 2015 Change Emails 55,628 59,472 6.9% Calls Offered 194,204 206,736 6.5% Calls Answered 160,857 177,444 10.3% Calls Abandoned 25,934 23,232 -10.4% Abandon Rate 13.4% 11.2% -15.9% ASA 1:47 1:23 -22.4% Service Level 54% 62% -14.8% FCR 81% 85% 4.9%
- 27. @eddievidal Value - Career Path
- 28. @eddievidal Value Skill set changes on the fly New Employees contribute faster Scalable setup for projects Ability to more resources around to different shifts and provide coverage
- 29. @eddievidal Value 24 x 7 Support Technical Resources work on tech calls Team Meetings Guest Speakers
- 30. @eddievidal Culture & Changes Shared plan 8 to 10 months in advance Ask questions and what if scenarios instead of telling them What would you do if this were to happen? Discussed at every team meeting Moved team members gradually
- 32. @eddievidal Tools Service Now Cisco IPCC Exony – Reporting Knowledge Base – SharePoint/Service Now
- 33. @eddievidal Training Workday – Saturday Sessions Weekly Meetings – Guest speakers Cross Training Lynda.com Skillsport Workforce Engagement Dept KB Wiki 3 HDI Support Center Analysts
- 34. @eddievidal Calls by Hour Midnight to 7 AM - 0.65% 6 PM to Midnight – 3.06% 6 PM to 7 AM 3.71% 7AM to 6 PM 96.29% Hour Total 12:00 AM 22 0.11% 1:00 AM 13 0.06% 2:00 AM 9 0.04% 3:00 AM 13 0.06% 4:00 AM 3 0.01% 5:00 AM 9 0.04% 6:00 AM 68 0.33% 7:00 AM 553 2.64% 8:00 AM 1990 9.51% 9:00 AM 2787 13.32% 10:00 AM 2758 13.19% 11:00 AM 2390 11.43% 12:00 PM 1769 8.46% 1:00 PM 1918 9.17% 2:00 PM 2190 10.47% 3:00 PM 1886 9.02% 4:00 PM 1354 6.47% 5:00 PM 545 2.61% 6:00 PM 224 1.07% 7:00 PM 137 0.65% 8:00 PM 123 0.59% 9:00 PM 75 0.36% 10:00 PM 53 0.25% 11:00 PM 28 0.13% Grand Total 20917 100.00%
- 35. @eddievidal Calls by Hour Midnight to 7 AM - 0.65% 6 PM to Midnight – 3.06% 6 PM to 7 AM 3.71% 7AM to 6 PM 96.29% Hour Total 12:00 AM 22 0.11% 1:00 AM 13 0.06% 2:00 AM 9 0.04% 3:00 AM 13 0.06% 4:00 AM 3 0.01% 5:00 AM 9 0.04% 6:00 AM 68 0.33% 7:00 AM 553 2.64% 8:00 AM 1990 9.51% 9:00 AM 2787 13.32% 10:00 AM 2758 13.19% 11:00 AM 2390 11.43% 12:00 PM 1769 8.46% 1:00 PM 1918 9.17% 2:00 PM 2190 10.47% 3:00 PM 1886 9.02% 4:00 PM 1354 6.47% 5:00 PM 545 2.61% 6:00 PM 224 1.07% 7:00 PM 137 0.65% 8:00 PM 123 0.59% 9:00 PM 75 0.36% 10:00 PM 53 0.25% 11:00 PM 28 0.13% Grand Total 20917 100.00% Demand Management Capacity Management
- 37. @eddievidal Goals Not Ready Time Knowledge Based Articles Call Monitoring Professional Development Calls vs Incidents
- 38. @eddievidal Lessons Learned Communicate Changes Involve the team
- 39. @eddievidal Still Working On Not Ready Time Abandon Rate Cross Training Knowledge Base Long Hold Time for Clinical and Weekends Customer Surveys Turnover – Sharpen the Saw
- 40. @eddievidal Light at the end of the Tunnel
- 41. Eddie Vidal • HDI Hall of Fame – Class of 2016 • HDI & Fusion Track Chair & Speaker • HDI Strategic Advisory Board • Founder of South Florida HDI Local Chapter • Published in Support World Magazine & HDI Connect • itSMF Monthly Podcast Producer • 2014 itSMF President’s Award Managing Director – EJV Corp eddie_vidal@yahoo.com @eddievidal http://www.linkedin.com/in/eddievidal
- 42. @eddievidalEddie Vidal | 305-439-9240 | eddie_vidal@yahoo.com | @eddievidal Thank you for attending this session. Please don’t forget to complete an evaluation form!