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Service StrategiesCertification Showcase
March 18, 2004
Kevin DurioDirector, Customer Service & Support
Accounting Solutions
Best Software-Small Business Division
Key Elements of
Improved Customer Satisfaction
Results
Company Overview
North America
Company Overview
Peachtree Premium Accountingis the most comprehensive business management solutionPeachtree provides! Notonly is this new productpacked with all the advancedaccounting features found inPeachtree CompleteAccounting 2004, it alsoprovides more complex functions to meet the needs ofa growing business!
www.peachtree.com
Timeslips has been established not only as the leader in time billing software, but also as the standard by which other time billing products are measured. From its informative reports, to easy-to-use menus, to innovative features found in no other product, Timeslips 2004 helps your business becomes more efficient, your billings become more accurate, and more of your time becomes billable.
www.Timeslips.com
The #1 best-selling contactmanagement solution — used bymillions and praised by expertsaround the world. Get instant access to every contact detail tobetter manage and build your business relationships.
www.act.com
Best Software-Small Business Division
Company Overview
“At Sage, we see our business as helping small and medium-sized businesses to automate their business
processes and transactions.”
Survey Methodology & Results
Survey Methodology
Event Driven Survey
Source: Array Services Group (CareCall, Inc)
Method: Outbound phone / Email
Frequency: Daily
Survey Scale:
5 point
Confidence: 95% (+/- 3%)
Meeting Support Plan Commitment
Future Purchase / Renewal Status
Resolution Time
Access Time
Providing clear and understandable information
Courteous service
Overall satisfaction with Support
Initiatives towards Improvement
Key Initiatives Staff Motivation &
Retention
Internal Quality Programs
Advanced Training
Results / Staff Feedback
“It was evident during the 2003 SCP audit that Best Software-Small Business Division is committed to delivering a high level of Customer Satisfaction” 2003 Best Software-SB
Audit Report
Staff Motivation & Retention
Staff Motivation and Retention
2001 Staff Movement
Attrition
47%
Retention
53%
Best Software-Small Business Division
Customer Service & SupportFY 2001 Reporting
Key Driver Analysis DataKnowledge of AnalystAbility to resolve issues in one callAbility to provide clear & understandable InformationAnalysts overall handling of the callResponsiveness
Staff Motivation and Retention
Clearly communicated career path with opportunities:
Staff Motivation and Retention
Staffing by Career Path Level
48%66%
12%
46%29%
32%
28%
28%
0%
20%
40%
60%
80%
100%
120%
J an 02 J an 03 J an 04
Senior
Analyst II
Intra
Analyst I
56% 6%
Staff Motivation and Retention
Quarterly business meeting & employee awards presentation:
Quarterly key contributors in the area of Customer Satisfaction
Tuition reimbursement for continuing education
Individualized CBT Training access (ilearn.to)
Monthly & Quarterly Star Performers
Revenue Contribution
Perfect Attendance
Adherence
Quality (Observations / Satisfaction)
Call Efficiency
Star Award Criteria
Staff Motivation and Retention
53%
68% 81
%
76%
0
20
40
60
80
100
2001 2002 2003 2004
Annual Retention Rates
Internal Quality Program
Internal Quality Programs
Quality observations
o Witness eQuality
o 10 monthly observations per analyst
o Observation score weighted based on Key Drivers, staff development, and current business needs:
Criteria Wei
gh
t
Opening the Call 0%Technical Skills 51%Maximizing Business Relationship with the Customer 8%Customer Service Skills 41%Call Closing 0%
Internal Quality Programs
Scheduled bi-weekly coaching sessions utilizing observed calls
Example of call observation trend reporting:
Internal Quality Programs
(observation trend reporting continued….)
Internal Quality Programs
Team quality challenges
Internal Quality Programs
80% of support analyst team quarterly bonus based on Sat results
40% of support leadership performance portion of annual bonus based on Sat results
20%
35% 45%
Satisfaction
Results
FCRR
Individual Sat
Team Sat
Quarterly Bonus Criteria
Advanced Training
Advanced Training
Disposition of all support incidents handled
Disposition of “Help Desk” incidents logged
Satisfaction Results by Call Disposition Type
Advanced Training
Sample of courses identified & implemented:
TechSkills Curriculum
Crystal Reports Network Locking
Fixed Assets – The Refresher Inventory Costing
Advanced Fixed Assets Time Tickets
Effective Troubleshooting I Job Costing - Payroll
Effective Troubleshooting II Job Costing - Reports
Advanced Training
Sample results of focused advanced training:
Results / Staff Feedback
Results / Staff Feedback
Daily Results Reporting
Results / Staff Feedback
Improvement input directly from the support team
Results / Staff Feedback
Regular development feedback to the support team
Productivity
Quality
RevenueContributi
on
Employee Development
Focus
Balanced Performance Management Model
Results / Staff Feedback
Closing
Recognized by our customers as having made great improvements using the SCP program as a guideline.
How do we now convert recognized Customer Satisfaction into Customer Loyalty?
Support Plan RenewalsAdd-on products & services
Product UpgradesMigration Opportunities
Customer Value for the life of their
Business
Closing
Thanks for attending!
