Post on 17-Jan-2017
Employee Experience as driving factor for Service Improvement
Might as well do my morning yoga while waiting for support
to fix it. Not like anyone cares?!?
Agenda, 45min + Q&ABrief IntroCase #1: Getting enough feedback volumeCase #2: Portal or Email, how to justify?Case #3: Where are you doing worse than others?Case #4: Learn with employee profilesQ&A, Please write questions into the questions section during the presentation! Pasi Nikkanen
Chief Product Officer, HappyNowpasi.nikkanen@happynowltd.com+358 44 548 0000
Our vision is to change how Service Management measures service performance.
1. Concrete way to develop services from the employees point of view
2. Make provider and customer work together towards common goal.
3. Motivated support personnel, who can daily learn from employee feedback.
Aug 2016200.000 employees
+1200 daily feedbacks
technology partner
WE ARE
HappyNow
Employee value = +
+52 2 h 51 minHappyBenchmark for IT Incident
Calculated from over 300.000 feedbacks
Happiness Lost Work Time
Common targets for all parties – IT, Business, Provider
Service Desk SLAsFocus on Provider’s Service Desk performance
violations.
Happy SLAFocus on Customer’s service improvement and
development from employees point-of-view.
vs+
#1 Getting enough volumeLess emails and increased conversions.
Normal Email Workflow vs. HappyNow• Target is to increase conversion (response rate) and reduce
email SPAM users are receiving.
Resolved Closed Survey 1st Reminder 2nd Reminder# emails during process before
resolution
Approval Closed Survey# emails during process before
resolution
Incidents
Requests 1st Reminder 2nd Reminder
HappyNow for both
# emails during process before
resolution
Approve by rating
Replace Resolved/Approval notifications with HappyNow notification and deactivate everything after that. HappyNow will close ticket automatically after user rating, but you can retain your automatic closing workflow if user doesn’t answer.
Let’s learn from consumer world. Bad.
Looks scary, don’t have “few minutes”.
Forget it.
Let’s learn from consumer world. Good.
Before HappyNow companies tell us less than 10%
Lowest response rate for HappyNow is 29%
Highest is 65%
15x is the largest increase we have seen.
#2 Portal or Email, how to justify?
Do you know how much work time is lost in each channel?
Insight with HappyNowYou are able to focus development
“I can finallysee how experience is linked into delivered services, offerings,
channels and more…not just SD
performance.”
CHAT
ONSITE
PHONE
SELF-SERVICE PORTAL
Business Case to close down email and move to self-service portal:
On average each email ticket creates 2h 51min lost work time more than Self-service Portal. Let’s use 2,5h to simplify.
Used internal price 50 €/hActual ticket volume 200 (30% response rate).
(2,5 * 50 €) * 200 = 25.000 € / month.
300.000 € / YEAR
Based on HappyNow data(actual numbers, 30 days in company with less than 1500 tickets / month)
#3 Benchmark Comparison
Is our number good or bad?
Analysis is time consuming?• Freetext comments require analysing• Categorising them is laborious
Factors reported in realtime, always
Our ServiceNow App
Factors give you quick insight into the things which are working and things that are not working in the service experience.
But how do you compare to others?
Our Cloud Reporting service
Huge differences compared to benchmark value show that there is something worth investigating.
#4 Learn with Employee Profiles
HappyNow Support Profile help you understand your employees.
Employees are different
• Employee profiles are used to identify how to provide good service to different types of people in your organisation.• Profiles are
presented in a matrix of 2-axis
Doer
Competent / Confident
Trier
Incompetent / Unconfident
Act / Do It Myself Ask / Do It For Me
Prioritiser
Supported
Know how people divide into profiles
TRIER 13%
DOER 49%
PRIORITISER 31%
SUPPORTED 7%
+68 0 h 37 min
49 %
31 %
7 %
13 %
1094replies
+61 4 h 6 min
+70 3 h 4 min
+82 2 h 3 min
• Clear and easy self-help• Values personal help even more than other profiles - in this way
learns• Efficient and easy to find assistance• Wants to learn how to solve things and where to find help and
then share that with others. • Wants to communicate but has problem contacting new people• Talks about the services in 'good' and 'bad'.• Blog / tips / updates on current common problems
I am a Trier”I at least rebooted the
computer and tried to figure out the problem on my own.”
• Does not have the patience to find the Ask & Share or self-help instructions often exist in several locations
• ICT language challenge • Might come to wrong conclusions and confuse the helper• There is no clear preferred method for solving a problem.• Typical Trier requests only one or two Doers or other helpers,
but if instructed they are willing to also contact other experts (Finding the Key User search is a good start)
EXTROVERT / INTROVERT
COMPETENT / UNCOMPETEND
RULE ORIENTENT / REBELLIOUS
PATIENT / IMPATIENT
VALUE CREATION
BOTTLENECKS
Using the profiles
Doer49%
Supported7%
vs.”I try to solve problems myself and also Google for solutions. People often ask me for help, sometimes I advice them, but often it’s just quicker to fix it
myself.”
Example Development Decision: Provide self help or not?Without understanding what the volume of users in different profiles is, how would you decide which route to
take?
”I have one number to call and that’s the only thing I
need to know”
You can now with more confidence decide thatyou need to start improving the self-healing tools,
since 49% of your employees would like to use them.
brings you
1. Concrete way to prove business value of employee experience.
2. Make provider and customer work together towards common goal.
3. Motivated support personnel, who can daily learn from employee feedback.
Q&ANext months webinar topic:
Motivating Service Desk agents to create
better employee experience.
Sign-up to newsletter to get invite at http://happynowltd.com/
Meet us at:ITSMf UK
Sofitel London Heathrow
21st – 22nd Nov
Stand # 01
Meet us at:ITSMf Finland
Crownplaza, Helsinki10th Nov
I’m told to just close tickets as
fast as possible…
Service Desk Personnel
Before
Weeklymeeting agenda:
complaints, complaints..
How canI explain to my
manager that it’s the service that
people are complaining
about??
After Great to start morning with
positive feedbacks!
Hey Jack,What’s your score
today?
I’m +58! +72 +70
+63
After
Thank youBook your demo today.
hello@happynowltd.com
Next months webinar topic:Motivating Service
Desk agents to create better employee
experience.Sign-up to newsletter to get invite at
http://happynowltd.com/
Meet us at:ITSMf UK
Sofitel London Heathrow
21st – 22nd NovStand # 01
Meet us at:ITSMf Finland
Crownplaza, Helsinki10th Nov