This document discusses self-service and automation strategies for customer support. It defines self-service as customers serving themselves without aid at level 0 support, and automation as tools that help prioritize, elevate, track and resolve issues. The document outlines different customer segments and their views on self-service. It also discusses challenges, requirements and benefits of self-service and automation, providing examples from the author's experience. The document briefly touches on the history of self-healing technologies.

1. Self-Service and
Automation Strategies
Dan Wilson
HDI Motown Chapter President
HDI Member Advisory Board Member at Large
Client Services Manager, Volkswagen Group of America

2. Definitions
DifferentCustomer Segments
Challenges
Self-Service
Automation
Q& A
Agenda

3. • Self-Service – Serving oneself without aid;
Level 0 Support
• Automation – A tool or process that helps the
Service Desk quickly prioritize, elevate,
track, and resolve service requests either
without or in support of the agent
• Self-Healing – A system’s ability to perceive
that it is not operating correctly and, without
human intervention, make the necessary
adjustments to restore itself to normal
operation; Autonomic Computing
Definitions

4. • SMB Space
– Want it to just work, NOW
– No Patience for Self-Service
– Service Desk fulfills emotional aspects of support
• Enterprise Space
– “Captive Audience”
– Want to learn (depends on firm)
– More patience
– Less emotional aspects of support
• Education Space
– On the fence, depends on the department too
• Engineering & Business – Similar to Enterprise
• Math, Sciences, Human Services, Educations – Similar to
SMB
• Note: Generational differences even more
diverse … evolutionary change
Different Customer Segments

5. Customer Acceptance – Know thy
customer!
WIIFM – What’s in it for me?
Costs of implementation
Complete and Continued Commitment
Patience
Creates excess capacity (now you have
too many employees)
Proof of success
Challenges

6. Non-IT - Gas Station Pumps, Vending
Machines, ATM, Self-Checkout, Airport
Check-in, Toll Booths
IT Related – Service Desk Webpage,
FAQ’s, KB, IVR, Kiosk
Other Hot Areas: HR, Banking, Retailers
Self-Service History

7. • Unified Mission
• Vendor selection: Be picky and take your
time!
– Note: Fulfill req. for IT and User functionality
• Metrics and measure of success
• Focus on High Volume Issues
– Password reset, training, setup documentation
• Make Transactions Intuitive
• Assign/Hire Knowledge Admin (or owner)
• Constant feedback (customers, agents,
SMEs)
• Keep it current/relevant!
Self-Service Requirements

8. • Good
– Decreased call volumes (est. 15-50% over a year)
– Agents have more time for important/more difficult
issues
– More proactive
– Improved stability of infrastructure
– Less downtime
• Bad
– Less call volumes = Labor cost savings?
– FCR Impact
– Could be fatal if testing is ineffective
Self-Service Benefits/ROI

9. • At Handleman, Password resets > 54% of call volume so we
implemented a Password Reset Tool
– Results:
• Dedicated Admin (not full FTE)
• Involved IT Security Department
• User Focus and Test Group
• Lots of documentation
• Dozens of training classes
• Patience and persistence
• Service Desk championed continued use
– Pitfalls:
• Tried to rush it
• Vendors position of “very user friendly”
• Not knowing our customers
• Project on schedule and over budget (based upon hours spent)
Self-Service Real Life Example

10. Anyone remember this advancement??
Scripting
Alerting and behind the scenes
repairs (Customer Perceived
Automation)
Self Healing Technologies
IT Automation History

11. • Unified Mission
• Commitment and dedication
– Note: Scripting is an art, not a science
• Metrics and measure of success
• Focus on High Volume Issues
– Basic PC Maintenance, service restarts, security
patches, reboots, malware sweeps, etc.
• Baby steps
• Test, Test, and Test again
• Constant feedback (customers, agents,
SMEs)
• Communicate changes to Users
Automation Requirements

12. • Good
– Significantly decreased call volumes
– Agents have more time for important/more difficult
issues
– Less Escalations & Costs
– Business Risk Mitigation
– Improved stability of infrastructure
– Less downtime
– Security improvements
• Bad
– Less call volumes = Labor cost savings?
– Self-service is not a cure-all (mgmt perception)
– Impact on FCR & Cost/Call
– Could be fatal if testing is ineffective
Automation Benefits/ROI

13. • At PMV we invested in a tool and a FTE ($60k/yr)
for Automation and scripting of tasks
• Results:
– 50% reduction in call volumes
– Zero user initiated spyware/virus calls from customers in
6+ months
– Improved stability and performance of infrastructures
– Find a common issue, we automate it
– High end scripts to the rescue
• Pitfalls:
– Not enough warning to users
– Rush jobs
– Ineffective Testing
Automation Real Life Example

14. History
◦ Unveiled by IBM 20 years ago
◦ Was mostly focused on Midrange systems
◦ Recent focus on WinTel system
Thoughts
◦ Tools advancing by the minute
◦ Lacks solid cross-platform support
◦ Cost could be a factor
Many vendors, new ones daily…
Self-Healing

15. Q&A