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versaSRS HelpDesk is a flexible Help Desk and Customer Support solution that will enable your business to quickly and effectively support, manage and improve the quality of your interactions with your employees, end users and customers.Improve Service Levels & Customer Satisfaction by utilizing a system which enables organisations to fully manage customers - to increase productivity, reduce service desk workload and subsequently reduce operational costs.
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versaSRS HelpDeskquality of service
Improving the performance of your Service Centre
www.versaSRSHelpDesk.com
versaSRS HelpDeskquality of service
Improving Help Desk Performance with the Knowledge-Enabled Service Centre
The inefficient service centre:
• Long call wait times• Slow problem resolution• The ‘Dead Cat’ flick pass• Loss of productivity from unresolved technical issues• Frustrated staff on both ends of the line• High cost
versaSRS HelpDeskquality of service
Improving Help Desk Performance with the Knowledge-Enabled Service Centre
The model of efficiency
• Fixed On First Contact (FOFC)• No waiting• Fast and effective• Automated processes & remote management tools• Sharing the knowledge• Self service tools
versaSRS HelpDeskquality of service
The world of IT support:
• Challenging
• Frequently frustrating
• And sometimes, seemingly impossible.
New Platforms + Systems = New Skill Sets + Increased Call Volumes
Inefficient support centres fail to meet Service Level Agreements (SLAs), frustrate end users, and demoralise help desk staff and management.
The Service Centre’s mission
• to deliver high-quality• cost-efficient, and• timely problem resolution
versaSRS HelpDeskquality of service
Service Centre Support & Efficiency Level One Call Resolution Rate (FOFC)
Fast first-call problem resolution Happier users,Lower-cost support, andAchieving SLAs
Give service centre staff the tools and knowledge to resolve problems at the first point of contact.
A Help Desk solution is perhaps the most cost-effective means of improving first-call resolution rates with a minimum investment.
versaSRS HelpDeskquality of service
Two Options for End User Support
• Staffed Support Centre
• Technical professionals who are available by phone or by email • Real-time collaboration tools • One-to-one relationship between a support analyst and each problem presented• Call centre model• Inbound requests (tickets) are received from users
Level-1 agents attempt to resolve the issues or pass to Level-2 or Level-3.
The Service Centre usually:• Captures the end-user and problem information into a ticketing system• System then tracks all resolution efforts and centrally manages the information.
Resolving technical problems by telephone is time-consuming and expensive.
versaSRS HelpDeskquality of service
versaSRS HelpDeskquality of service
• Self-Service Portal
Self-support systems typically work by using one of several models to find answers:
• Questions and answers to navigate to a solution • A decision tree to find information about particular topics • A searchable Knowledge Base
• Tools allow users to troubleshoot, diagnose, and fix own technology problems.
• Logging of own service request tickets
• Checking status of existing tickets
• Search Knowledge Base / FAQ
• 24 x 7 availability
Shifts customer interfaces to lower cost mediums and empowers the Customer.
versaSRS HelpDeskquality of service
versaSRS HelpDesk Knowledge Base ….
versaSRS HelpDeskquality of service
Client Access Tool …
versaSRS HelpDeskquality of service
The same Knowledge Base articles available to Call Centre staff also available to end users through the intranet or internet.
versaSRS HelpDeskquality of service
Table 1: Self Service (“Level-0”) Cost Savings
Driver Metrics Est. Savings
Baseline Self- Service Portal Usage
• 10 Calls per day
• $25 per call
• $250 per day
• $5,000 per month
$60,000 Annually
Reduced Calls Because of User Self-Service
• 3,000 calls per month
• 3.5% reduction in overall calls
• Cost per call metric of $25
$32,000 Annually
versaSRS HelpDeskquality of service
Table 2: Support Centre Service Improvement
Driver Metrics Est. Savings
Call Resolution Speed Improvement
• Avg call length of 5-10 mins
• 36,000 calls per year
• 60% resolved using KB
• Cost per call: $25 Tier-1
$30,000 Annually
Reduction in Escalated Calls
• 50% reduction in call escalation for calls that are solved at Tier-1
• Cost per call $75 Tier-2
$34,000 Annually
versaSRS HelpDeskquality of service
Build it or buy it?Deciding how to automate your Help Desk
When considering a Service Request System:
• Developing Help Desk software in-house can work, you get exactly (?) what you want and can change it easily.
• If you have a choice, do your homework, find the best software company you can, and purchase what you need.
• Even better – buy from a vendor who is willing to tailor the system to your unique set of needs.
versaSRS HelpDeskquality of service
What Do You Get With A Purchased Product?
The short answer is ... a lot.
• Patches, updates and new features regularly released• Documentation• Purchase as modules – pay only for what you need• Not just Help Desk – Assets, CRM, Client Access• Support• Can other areas of my organisation use it?
(HR, Accounting, Records etc)
versaSRS HelpDeskquality of service
versaSRS HelpDesk
versaSRS HelpDeskquality of service
Summary
• Fix on First Contact Key to Success• Tools to do that
• Knowledge Base• Client Access Tools• Email Enabled Request System• Integrated CRM• Asset Management
versaSRS HelpDeskquality of service
versaSRS Help Desk – as used by:
BHP Billiton – WorldwideUniversity of Salzburg - AUSTRIA
Endevco Aerospace & Military - USANixon Technology Co. Ltd. – Hong Kong
Elephant Services Group – UKRoss Industries, Inc - USAIVR Technologies - USA
Applaud IT – AUSNewSpec - AUSGFi Asia Pacific
+ many more…
versaSRS HelpDeskquality of service
For more information regarding versaSRS Help Desk
Contact your local versaSRS HelpDesk representative
or
Visit our website at: www.versaSRSHelpDesk.com
• Download fully functional demo software• Apply for an online software demonstration• Download brochures, case studies & other resources
Contact us on: +61 8 8463 1914