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Improving & Marketing Your Service Desk: Doing More With Less… (in 5 Steps) 1 20 October 2009 – Brew City HDI Chapter Meeting Scott D. Madden Manager, End User Computing

Brew City Hdi October 2009 Presentation

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Page 1: Brew City Hdi October 2009 Presentation

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

Page 2: Brew City Hdi October 2009 Presentation

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

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About Me…

Hardware Maintenance Team Supervisor/Project Manager

Manager, End User Computing

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Why We’re Needed…

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The Evolution of a Help Desk

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Business-Centric

Customer-

Centric

Proactive

Reactive

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Reactive

Proactive

Customer-Centric

Business-Centric

Reactive Support ModelCharacteristics: Labor driven Hours 8am-5pm Can be chaotic Dispatch focus Generalists Simple telephony Little measurement

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Many of Us Are Here:

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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…

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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:

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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:

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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

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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…

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Satisfaction Survey Improvements

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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?

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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

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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”

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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

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“Clue Phone” Moment…

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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!

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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

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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

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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

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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!

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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?

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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?

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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

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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

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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

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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

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Thank You!Questions?

Want a copy of the presentation?E-mail me: [email protected]

Or connect with me on LinkedIn

Customer Focused. Service Driven.

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