Jan2008 Proactive Contact Management Strategies Motown 1 9 07

Proactive Contact Management Strategies


Chris FarverPrinciple Consultant ITSM - BMC Software

ITIL Service Manager, PMP


• Key Terms & Concepts

• Industry Adoption of Self Help Technologies

• Developing a Contact Management Strategy

• Benefits to the Service Desk

• Solutions for Contact Elimination/ Automation

• Developing an ROI

• Implementation Considerations

• Take Home Action Plan

This session will focus on these key areas:


Key Terms & Concepts

• Self Help VS Self Service

• Elimination VS Automation

• Elimination Is Top Priority

• Automate What Can’t Be Eliminated


“the use of self-help not gaining as much “market penetration” as anticipated. Its success in resolving incidents remains low”

Ron Muns, HDI Founder & CEO

2007 HDI Best Practices Survey – Executive Summary

“25% of support centers are planning to add self-help tools to their toolbox

Responses related to the use of online chat, self-help tools, and e-mail management tools are lower than expected. While these tools are well known and technologically stable, their use lags behind the traditional support tools.

This might suggest that the underpinning policies, processes, and procedures that go into using these tools in the best manner are still weak and need to be strengthened.”

Jenny Rains, Research Analyst, HDI

2007 HDI Best Practices Survey - Data Analysis

Industry Adoption of Self Help Technologies

Proactive Contact Management Strategies* Source: HDI 2007 Best Practices Survey



*


* Source: HDI 2007 Best Practices Survey


Developing a Contact Management Strategy

Step #1

Identifying types of contacts

to the Service Desk & IT

Step #2

Document how they are

handled today (and at what cost)

Step #3

Develop solutions to

eliminate or automate

Need Current Method New Solution

How To

Question

Phone

Call

Provide Knowledge

Source

Password

Reset

Phone Call Automated

Password Reset Tool

New Employee Set-up

Multiple Phone Calls

Service

Catalog

New Security

Access Request

Phone Call Service

Catalog


Benefits to the Service Desk

• Service Desk of more strategic value ($) to IT • IT to business needs alignment

– “Services provided matches services needed”• Increased customer satisfaction

– Efficient handling, improved AHT & FCR• Higher retention at Service Desk

– Improved Agent morale– Higher skill level at the Service Desk– Mundane tasks automated

• Outsourcing Avoidance


• ITIL Best Practices• Incident Management• Problem Management – Root Cause Analysis• Change & Release Management

• Proactive User Education & Communications• Implement Top 10 Callers Program• Use of Designated Callers• Broadcast Messages• Readily Available Knowledge Sources

Solutions to Eliminate Contacts“80% of calls to the Service Desk are a result of change”


Web Based ITIL Centric Service Catalog• Intranet/ Extranet based solution for on-line requesting of IT services• Start with list of services, forms to complete, methods of submitting

requests• Invoke automated work flow engine as maturity grows (actionable)

Solutions to Automate Contacts - Handling “Requests” for Service

2nd/3rd Level Groups

Automation

On-Line Service Catalog

PC IMAC

Access Request


• Automated Password Handling Solutions (32.1%*)

• Self Ticket Submission & Self Ticket Status

• Auto Routing of Incidents • Based upon CTI and other parameters entered in

Incident

• Front-end Messages

• IVR – Speech Recognition

• ACD - Skills Based Routing

Solutions to Automate Contacts

* Source: HDI 2007 Best Practices Survey


Mission Critical

Self Service Service Desk 2nd Level DSS

<$12.44* $24.37* $34*

Automation

Elimination

3rd Level - $75+

*Mean Cost - Date Source: 2006 & 2007HDI Best Practices Survey

Developing an ROI for Contact Management Solutions


• Document and analyze current contacts - start with top 10

• Identify high avoidance candidates (elimination or automation)

• Determine Cost Per Contact by type– HDI BPS Median - $24.37/$21.84/$12.44 Call/E-Mail/Self Service

• Perform an ROI analysis to help prioritize those areas to focus on first

IssueAverage Call

Volume/ Month# Can Be

Eliminated# Can Be

Automated# Requires an Agent

Password Resets 1,500 200 900 400

Remote Access Issues 275 75 25 175

New Access Request 250 0 250 0

Slow Internet Response Time 350 300 40 10

2,375 575 1,215 585



Call Analysis Results - Example

ROI Analysis – Call Automation - Example

FTE’s can then be allocated to focus on more Contact Avoidance strategies!

IssueAverage Call

Volume# Can Be

Eliminated# Can Be

Automated# Requires an

Agent

Password Resets 1,500 200 900 400

New Access Request 250 0 250 0

Issue

Calls Avoided (Per Month)

Cost Per Call Today

Total Cost Today

(Per Year)

Cost of Solution

Net Annual Savings

Password Resets 900 $20 $216,000 $200,000 $16,000

New Access Request 250 $20 $60,000 $22,000 $38,000

Total Calls Avoided 1150



• Pre-document impact on call volume, Average Handle Time (AHT) and First Contact Resolution (FCR)

• Educate users that Monday’s are busy, use alternate methods or wait if low priority

• Proof of Concept - then patience on results• Persistence from Service Desk

– Re-direct callers

– Walk callers though automated process

• Perform ROI follow-up, show cost/benefit of solutions over time

Other Considerations


1. Perform your contact management strategy analysis

2. Identify top candidates for elimination & for automation

3. Look for quick wins and low hanging fruit to prove your case

4. Document current TCO and determine your cost per contact• HDI BPS Median - $24.37/$21.84/$12.44 Call/E-Mail/Self Service

5. Perform ROI analysis• Current Cost – Solution Cost = ROI

• ROI not always based upon green dollar savings

6. Focus on Business Benefits – ITIL = IT to Business Alignment• Understand the needs of the business before implementing any contact

avoidance or automation strategies

• The business may want a high touch, low tech solution for certain types of contacts, especially if dealing with external customer

Take Home Action Plan


Chris FarverSr. Project Manager and Principle Consultant

BMC Software

[email protected]

Q&A

Jan2008 Proactive Contact Management Strategies Motown 1 9 07

Business

Transcript of Jan2008 Proactive Contact Management Strategies Motown 1 9 07