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Improving & Marketing Your Service Desk:
Doing More With Less…(in 5 Steps)
120 October 2009 – Brew City HDI Chapter Meeting
Scott D. MaddenManager, End User Computing
About Me…19 Years of IT Experience
Level 2 Support/POS Support Programmer
Desktop Support Tech/Support Supervisor/PC Manager/IT Customer Support Services Manager/Regional Manager, IT Operations
20 October 2009 – Brew City HDI Chapter Meeting 2
About Me…
Hardware Maintenance Team Supervisor/Project Manager
Manager, End User Computing
20 October 2009 – Brew City HDI Chapter Meeting 3
Why We’re Needed…
20 October 2009 – Brew City HDI Chapter Meeting 4
The Evolution of a Help Desk
20 October 2009 – Brew City HDI Chapter Meeting 5
Business-Centric
Customer-
Centric
Proactive
Reactive
Reactive
Proactive
Customer-Centric
Business-Centric
Reactive Support ModelCharacteristics: Labor driven Hours 8am-5pm Can be chaotic Dispatch focus Generalists Simple telephony Little measurement
20 October 2009 – Brew City HDI Chapter Meeting 6
Many of Us Are Here:
Reactive
Proactive
Customer-Centric
Business-Centric
Proactive Support ModelCharacteristics: Call tracking Extended hours Best practices IT-SLA’s Knowledge systems Self help Surveys Asset management Measures support center
Or Here…
Reactive
Proactive
Customer-Centric
Business-Centric
Customer-Centric Support ModelCharacteristics: Quality focus SPOC Customer SLA’s 24x7 – follow the sun Multi-channel support Self service Workload planning Chargeback Partners with customers and vendors Measures support performance
Not Many of Us Are Here:
Reactive
Proactive
Customer-Centric
Business-Centric
Business-Centric Support ModelCharacteristics: Vision alignment Value integration “Seat at the Table” Fully automated Measures IT to business KPI’s
Or Here:
The Brookdale Success Story…
2006: A crazy time of mergers and acquisitions – extremely rapid growthRapidly increasing incident volume & customer frustration with slow response timeIn 2007, Level 1 queue balloons to an all time high, over 1000 tickets!
Team is overwhelmed, frustrated and demotivatedExternal help is hired to assist with workload
20 October 2009 – Brew City HDI Chapter Meeting 10
The Brookdale Success Story…A massive infusion of resources slowly chipped away at the queueRealization that the current processes were not working
Re-engineering the Help Desk for the “new” Brookdale is deemed urgent and necessarySupport obtained from all layers of IT management, up to and including the CIODrum roll please… the results…
20 October 2009 – Brew City HDI Chapter Meeting 11
Satisfaction Survey Improvements
20 October 2009 – Brew City HDI Chapter Meeting 12
Improving the Service Desk Experience…How do you re-engineer your Service Desk with a very limited budget? Well, that’s the hard part!
Let’s talk through it…
You need to look at EVERYTHING. What’s working? What’s not?
20 October 2009 – Brew City HDI Chapter Meeting 13
Improving the Service Desk Experience…
Step 1: KNOW YOUR CUSTOMERIf you’re new to your position or the company, do some diligence to get to know your customer’s expectationsPeers are great resources, talk to them, get their opinionsWhat are the expectations for service? Are they “doable” in your current budgetary environment? If not, sometimes we have to manage expectationsCarefully analyze what worked in the past and what didn’t
KISS – Keep it Simple Silly - you can always build on your initiatives laterDon’t over-complicate the support experience
20 October 2009 – Brew City HDI Chapter Meeting 14
Improving the Service Desk Experience…
Step 2: Transition your Service Desk to a Customer-Focused Organization
Is your Service Desk truly customer-focused?Does your idea of customer-focused gel with your customer’s idea of customer-focused?You can’t figure this out in a vacuumListen to your customer with your own “customer ears” and see yourself through the “customer’s eyes”
20 October 2009 – Brew City HDI Chapter Meeting 15
Improving the Service Desk Experience…
Add value through service; this is a priceless commodityUse resources that are available to you:
HDI website – great information: www.thinkhdi.comLinkedIn – ask your peers! Great networking opportunities
20 October 2009 – Brew City HDI Chapter Meeting 16
“Clue Phone” Moment…
20 October 2009 – Brew City HDI Chapter Meeting 17
Improving the Service Desk Experience…
Step 3: Hire the RIGHT PeopleReview your hiring processDon’t lower your standardsMake sure people “fit” with the existing team
Allow the team to participate in the hiring process
Ensure the candidates have a customer service mindsetTechnical skills are important - Customer Service skills are critical!
20 October 2009 – Brew City HDI Chapter Meeting 18
Improving the Service Desk Experience…
The hard part: what if someone already on the team doesn’t fit into the new service model?
Work with themGive them opportunities to be successfulUse peer coaching if realistic (Caution: only mature teams should engage in this practice)Invest in their success
Work with them
Work with them
20 October 2009 – Brew City HDI Chapter Meeting 19
Improving the Service Desk Experience…
Invest in customer serviceLow cost: focus on customer service during team meetingsMake customer service part of the Help Desk cultureCelebrate good serviceHigher cost: invest in a more formal customer service program
Brookdale uses “Ulysses Learning’s” Coaching and Service Mentor programsNot inexpensive, but Brookdale truly believes in the importance and value of providing good service
20 October 2009 – Brew City HDI Chapter Meeting 20
Improving the Service Desk Experience…
When all else fails…What if someone “doesn’t get it” after significant investment?
Hard decisions to make:Transition the person off the team to another opportunity in the companyAssist the person with career planning and transition planning
Don’t tolerate a bad attitude; it will only create a toxic environment for the team at large and undermine your efforts
20 October 2009 – Brew City HDI Chapter Meeting 21
Measure Your Progress
Step 4: Validate Your ProgressCustomer satisfaction surveys
Brookdale sends out a “corporate” survey covering all major service focused departments twice a yearIT surveys customers upon incident close via our incident management systemTake the results seriously
Reach out to dissatisfied customers to obtain their feedbackDedicate resources to the process, it’s important!
20 October 2009 – Brew City HDI Chapter Meeting 22
Measure Your ProgressSurveys don’t have to be complicated
An automated tool is very helpful, but not 100% necessaryNo cost: Use e-mail with voting buttons and compile results in a spreadsheet
Don’t over think the questions. HDI convened a committee to determine the best survey questions. Don’t re-invent the wheel!Brookdale’s survey questions were derived from HDI’s questions
The Courtesy of the IT Help Desk Analyst?Ability to solve your problem, and in a timely manner?
20 October 2009 – Brew City HDI Chapter Meeting 23
Measure Your ProgressRank your overall customer service experience.Please use this space below for any additional comments you would like to share with IT management.
All questions are rated on a 5 point scale (1 being lowest rating)Current Statistics (as of last week):
Overall rating: 4.61Response Rate: ~30%
Commit to the process; how do you know you’re being successful if you don’t measure results?
20 October 2009 – Brew City HDI Chapter Meeting 24
Market Your Success!Step 5: Share Your Successes with the Business
Create customer “touch points”Electronic surveys/survey cards handed to customersBrochuresPresence on company IntranetTraining videos/tips & tricksTwitter? (customers could subscribe to outage alerts)
Be “hallway marketers”Evangelize your services
20 October 2009 – Brew City HDI Chapter Meeting 25
Market Your Success!Come up with a clever slogan (not too flashy, but something catchy)Learn not to say no, but put a price tag on saying “yes”
Extra services are not free and come with a price tag
Become an added value to the business, not a liability
An underperforming Service Desk is a prime target for outsourcing“Bill and Ted’s Excellent Service Desk Adventure” can easily take the place of a mediocre Service Desk
20 October 2009 – Brew City HDI Chapter Meeting 26
Recap…
It’s all about customer service, honest!
KNOW YOUR CUSTOMERHire the RIGHT peopleValidate your progress
Share your success20 October 2009 – Brew City HDI Chapter Meeting 27
Market Your Success!
Live your mission – “Have fun & celebrate life every day” is one of Brookdale’s cornerstones that we live everyday at our Help Desk
Make work an enjoyable, rewarding experienceSatisfied team members provide better service
20 October 2009 – Brew City HDI Chapter Meeting 28
Thank You!Questions?
Want a copy of the presentation?E-mail me: [email protected]
Or connect with me on LinkedIn
Customer Focused. Service Driven.
20 October 2009 – Brew City HDI Chapter Meeting 29