Best Practices in an On-Demand Helpdesk

Brad HarringtonSenior Product Manager

Ross BauerVP, Product Development

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Our Speakers Today

Ross BauerVice President, Product Development

Brad HarringtonSenior Manager, Helpdesk Applications

Complete CRM Solution Service & Support Use Cases

Complete CRM View of Every Customer

Plum Benefits Introduction

• Leading Provider of Employee Perks Programs

• Broad User of Salesforce:

22,000 Corporate Clients

Hundreds of Entertainment

Events

Challenges With Help Desks Today

Formal and Informal Employee Service Desks

Service AgentsEmployees

“I’ve heard that question a thousand times…”

“That’s on the intranet…”

“John can help you with that…”

“Maternity leave questions…”

“Computer broken…”

“Need software…”

“New employee starting…”

“What’s a 401k?”

“Who do I call?”

Employees Not Satisfied with Helpdesk Results

Courteous Help

Ability to Reach Staff

Promptness of Service

Expertise of Staff

Timely Resolution

Ability to Resolve on First Call

Percentage of Respondents

Satisfied Neutral Not Satisfied

… but only half of employees are satisfied

Courteous…

Level of Satisfaction with IT Helpdesk

Base: 2,138 users in U.S. companiesSource: Forrester Research, Inc., “Business Technographics March 2005 United States Technology User Benchmark Study

Isolated Helpdesks Hurt Satisfaction and Increase Costs Difficult to share information across boundaries

Traditional Approach to Employee Helpdesks

Challenges: Fragmented Processes and

Data Can Not Work Across

Boundaries Waste Time for Experts High Cost of Escalation &

Improper Escalation

Example: Hiring a new employee does not trigger processes across departments

IT - Hardware

IT - Applications Human Resources

Finance

The Solution: Employee Service Desk

• Greater Employee Satisfaction and Productivity

• Reduced Costs• Improved Resolution Time

Consolidated Helpdesk

Employee Service Desk Key Requirements

Employee Assets

Intelligent Knowledge Base

Help Desk Platform

Agent Experience

Analytics IntegrationUser Security &

SharingCustomization

Ticket Management/Escalation

Employee Experience

Self Service Portal

Email PhoneAgent Desktop

Helpdesk Capabilities

Success with Employee Service Desk

Plum Benefits Deploys Salesforce for Employee Service Desk

• Managing employee inquiries and needs was taking too much time!

• Employees didn’t know who to contact for help

• Poor response times, little visibility

• Manual routing of cases, spreadsheets

• Outsourcing was not working• Examined on-premise software

applications, too expensive

• Employees contact central helpdesk, cases routed appropriatelyo IT (75% of issues)o Employee feedbacko Human Resources (Payroll, etc.)o Office Management

• Successfully outsourcing 90% of IT• Visibility to helpdesk performance• Significant cost savings

o Implementation Time: 2 Days

Before Salesforce After Salesforce

Plum Benefits Achieves Fast ROI

Key Sources of Savings• Significant reduction in coordination time• Save time for experts• Save IT time with On-Demand• Save employees time with single source of

service• Outsource IT team arrived onsite prepared to

handle issues

• Saved individual 3-4 hours per week

• 770 hours per year total savings• 1/3 to ½ cost of having an IT

team• Outsourcing also saves time

Best Practices for Employee Service Desks

1. Create Consistency in Process Resolution

– Establish a productive agent environment

– Centralize information

1. Centralize access for employees through a portal

• Develop success metrics & use dashboards to monitor

• Customize & extend your service desk

• Outsource what you can

Best Practice

#1

Best Practice

#2

Best Practice

#3

Best Practice

#4

Best Practice

#5

Best Practice

#6

Best Practice

#7

Create Consistency in Process Resolution

• Escalations and Routing• Incident Severity• Communication Channels• Incident Closure

Standardization of Resolution Process

Best Practice

#1

Decide Act Close

Plum Benefits Standard Resolution Process

1 2 3

Best Practice

#1

Consistent Communications with Employees

Employee Communications

Best Practice

#1

ITIL is the Standard for IT Management

Information Technology Infrastructure Library (ITIL) Framework

Configuration Management

Incident Management

Problem Management

Change Management

Release Management

Service Desk

Customers

Best Practice

#1

Create a Productive Environment for Agents

Agent Desktop

Best Practice

#2

Customized Information

Reportable Results

Centralizing Information Speeds Up Resolution

Computer Equipment

Health Benefits

401k Info

Personal Information

Payroll and Financial

Centralized Employee Asset Management

Centralized Knowledge Management

IT Solutions Benefits Solutions

Accounting Solutions

HR Solutions

Finance Solutions

More complete view of employee

Broader access to solutions

Centralize Information

Best Practice

#3

Centralize Access for Employees through Portal

View Case Status

Log New Cases

Find Solutions

• Offload High-Cost Channels to Online Self-Service

• Faster Resolution with Online Knowledge Base

• Let Employees Work on Their Schedule 24x7

Employee Portal

Best Practice

#4

Measure the Right Metrics for Your Business

Continual Analysis for Improvement Problems Not Being

Resolved Quickly Escalation Analysis Root Cause Analysis

Best Practice

#5

• Tickets submitted by month

• Average case duration

• Average Response Time

• Tickets Closed by Agent

Tickets by Month Closed Tickets by Agent

Use Dashboards to Measure Real Time StatusBest

Practice #5

Business Users Customize with Clicks

Real Time Data

Track Key Metrics for Your Business

Let Business Users CustomizeBest

Practice #6

Customize with Clicks not Code• Custom Apps• Custom Layouts• Custom Fields

• Custom Workflow• Custom Reports &

Dashboards• Customize Anything!

Maintain Customizations through Upgrades

Read report on why app availability is #1. Put trust slide next??

• Dependant Picklists

• Routing Rules

Need some customization specifics from Plum

• Task Assignments• Adding new

categories

Easy-to-Add Helpdesk Extensions

Help Desk Add-on Applications• Survey• Desktop Management

Help Desk

Community Ratings and

Reviews

Live demo and test drive

Install with Clicks

• IT Resource Management• Call Scripting

• Online Training• Dashboards• Many more…

Best Practice

#6

Easy-to-Add Helpdesk ExtensionsBest

Practice #6

Project Management App

These help desk items submitted by our users that require long-term development

Outsource Your Non-CompetenciesBest

Practice #7

What Savings

IT Administration (90%)

Why

Limited ResourcesLower CostMany, Simple Incidents

IT Infrastructure (100%)Need Fast ResultsIT OverburdenedLower Cost

Limited Internal ExpertiseLower Cost

1/3 to ½ cost of having an IT team

770 hours per year savings

Engineering (75%) Saved individual 3-4 hours per week

On-Demand Delivers Fast Time-to-Value

ROI

Time

Go Live~ 12 Months

Risk

27 monthBreakeven

Time

Go Live~ 6 Weeks

Value to Customer

Source: Gartner, Customer Surveys

Risk

Client/Server Software

ROI

6 monthBreakeven

Salesforce.com: Leader in On-Demand

Source: IDC, Worldwide On-Demand Customer Relationship Management Applications Market 2004 Vendor Analysis, August 2005, rounded to nearest full percent.Salesforce.com Customer and Subscriber data as of January 31, 2006.

50%

7%

All others

14%7%

salesforce.com

18%

4%

#2 #3#4

#5

#1 On-Demand CRM Market Share#1 On-Demand Systems Supplier24,800 customers 501,000 subscribersHighest Levels of Customer Satisfaction

Special Offer for IT Asset Management

+

50% off *

Asset Discovery and Management

* 50% Off Everdream Asset Discovery and Management expires December 31,2006

Available at www.appexchange.com

Special Offer for Helpdesk Implementation

+

xx% off *

* xxx% Off expires December 31,2006

Call 800-xxx-xxxx

Questions?

Ross BauerVice President, Product Developmentrbauer@plumbenefits.com

Brad HarringtonSenior Manager, Help Desk Applicationsbharrington@salesforce.com