Transcript View Presentation - Service Strategies

Citect Global Support
Citect’s SCP Certification
Journey.
Challenges & Improvements
What is SCP?
SCP = Support Center Practices Certification Program
A program for ensuring service quality is delivered
SCP quantifies the effectiveness of customer support
Tight standards based on Industry best practices
Guided by sponsoring Technology companies
who contribute insight & perspective, defining key elements
required for World-Class support delivery
Focuses on Service & Support
Administered by Service Strategies Corporation
Industrial Strength Solutions
WHY SCP, WHY CERTIFY ?
Why a certification program?
EYE OPENER !
Validates Your processes
Brings external recognition of performance & defines
BP
Competitive Edge
It is not a “nice to have” anymore. IT IS A “MUST” TO
HAVE to run an effective, customer satisfying and a
revenue generating support center.
Reinforce Customer Satisfaction Focus
Establishes the standard for measuring quality support
Focuses support organisations on processes and
results
Industrial Strength Solutions
How is SCP achieved?
Through comprehensive on-site audits to
ensure the SCP’s score of 100+ is met
Companies must meet a minimum
performance std for customer satisfaction to
achieve SCP Certification
SCP Certified companies maintain excellent
customer satisfaction, which is key to any
company’s success
SCP Certified companies go through annual
re-certification audits
Industrial Strength Solutions
SCP Journey
Service
Delivery
Processes
17%
Performance
Metrics
12%
Customer
Feedback
20%
Sales &
Services
Interface
2%
R&D
Interface
2%
Total
Quality
Management
3%
Training
Programs
10%
Electronic
Service
Delivery
8%
People
Programs
10%
Corporate
Commitment &
Strategic
Direction
8%
Productivity
Tools
8%
Industrial Strength Solutions
Citect Global Support Center Facts
Case Types
Support Center handles Level 1, 2 & 3 Technical
issues
Escalate Level 4 issues to R&D arm of Support
Engineer and Support Developers Data
20 Engineers (Level 1 & Level 2 issues)
4 Senior Engineers (Supervisors and Technical
Specialist to handle Level 3 issues)
7 Support Developers (Level 4 Support issues)
Industrial Strength Solutions
Citect Global Support Center Facts
Customer Satisfaction
Survey Top of Box score of 75%
Overall Satisfaction score of 89.3 %
Key Satisfaction Drivers
Response time better than 80% of calls in < 30
seconds
> 33% of calls resolved at 1st contact
< 10% calls escalated beyond Global CSC
Industrial Strength Solutions
Customer Queue Time
Avg wait time in queue
Seconds
0:11
0:11
0:10
0:10
0:08
0:07
0:07
0:05
0:04
0:02
0:01
0:00
Avg wait time in queue
Oct-05
Nov-05
Dec-05
Months
Oct-05
Avg wait time in queue
0:11
Nov-05
Dec-05
0:10
Industrial
Strength 0:07
Solutions
Email Response Time
Email Response Time
100%
90%
80%
70%
60%
% of Emailed CSRs answered in < 4 hr
% of Emailed CSRs answered in < 2 hr
50%
% of Emailed CSrs answered in < 1 hr
40%
30%
20%
10%
0%
Oct-05
Nov-05
Dec-05
Industrial Strength Solutions
Calls Closed on 1st Contact
First Contact Resolution
100%
90%
80%
70%
60%
50%
40%
Other Calls
Calls Closed in First Contact
30%
20%
10%
0%
Oct-05
Nov-05
Oct-05
Dec-05
Nov-05
Dec-05
Other Calls
69.60%
Industrial Strength Solutions
69.20%
68.20%
Calls Closed in First
Contact
30.40%
30.80%
31.80%
Call Duration
CSR Duration
100%
90%
80%
70%
60%
% for > 30 Days
50%
% for < 30 Days
40%
% for < 10 Days
% for < 5 Days
30%
20%
10%
0%
Oct-05
Nov-05
Dec-05
Oct-05
Nov-05
Dec-05
% for > 30 Days
0.10%
0.10%
% for < 30 Days
27.10%
27.30%
27.20%
9.10%
8.50%
10.60%
Industrial Strength
Solutions
0%
Industrial Strength Solutions
Challenges Faced in SCP Certification
1.
2.
3.
4.
5.
6.
People (Very Important to get this right !)
Process (SCP has got great examples)
Technology (Suit your Support Center)
Culture and Motivation (Executive Team -buy in)
Time (Biggest)
Change Management (Staff Education via Fair
Process)
Industrial Strength Solutions
Challenge 1 - People
Different length of service (company know
how and services know how)
Team has to be Service focused
Willing to implement, accept and adapt to
changes
Availability to participate
SCP Team consisted of:
Global Director, CS Manager, TS Manager, ES
Manager, Marketing Manager, Project Manager,
Exec. Assistant
Team led by Professional Project Manager
Industrial Strength Solutions
Challenge 2 - Processes
Processes that were okay
Processes that were faulty
New Processes we needed
Process documentation (Very Tiring)
Processes that we thought were OK !!!
(Get a trial audit OR Talk to the SCP
community)
Industrial Strength Solutions
Challenge 3 - Technology
Documenting technologies used (CRM
Package, Troubleshooting Tools,
Escalation tools etc)
Statistics / Reporting on the effectiveness
of the technologies used.
Technologies being phased in & replaced
– happens to every support center. It is
important to make the right choice
Time IN and TIMING of making technology
changes / upgrades
Industrial Strength Solutions
Challenge 4 – Culture, Motivation &
Awareness
Can do attitude
Senior / Executive Management Support
for SCP
Budget - Time and Money
Participation of the entire services team –
making them part of this certification
Company wide awareness – via effective
communication
Active involvement of other sections
Allocation of a professional Project
Manager
Industrial Strength Solutions
Challenge 5 – Time (Biggest Challenge)
Shortage as everyone had day jobs
Even worse - because we set ourselves a
tight timetable
Achieved because we had:
Professional and a committed Team
Can-do culture and attitude
Allocated time
Regular review meetings – twice a week
Reward Scheme / Incentive Program in place
Industrial Strength Solutions
Challenge 6 - Change Management
SCP is part of an ongoing improvement
process
SCP Preparation meant introducing some
changes to perfect our support center
Verify and Validate our existing
procedures
We needed to manage the change to get
the best results
Educate whole team. Make them accept
these changes via fair process.
Industrial Strength Solutions
Citect Score, Achievements and Lessons
Learnt
AFTER
6 months of preparation and sleepless nights!
One day of “eye opening” trial audit !!
Two “LONG” days of “GRUESOME” final audit !!!
Considerable $$$$
WHAT DID WE SCORE, ACHIEVE & LEARNT ????
Industrial Strength Solutions
Citect Score
Industrial Strength Solutions
Achievements - Company
For the Company
First Australian Owned Company to be certified.
Stronger presence with a very big competitive
edge in the support and services market
Easier for Sales team to Sell Support
Increase in Support Sales and Revenue
Industrial Strength Solutions
Achievements – Support Center & Team
For the Support Center and the Team
Validation of our Support Procedures – based
on best practices in the Industry
Increase in confidence while delivering
Support
Increase in Customer Confidence and
Satisfaction
Introduction of some new and improved
procedures
Recognition at Board Level
Industrial Strength Solutions
Achievements – Management Team
Active participation in improvement
process led by SCP
Introduction to the SCP community
allowing exchange of “best practices”
information.
Celebrations, Recognition & Rewards
Industrial Strength Solutions
Improvements Implemented
A new “Event Survey” for Customer
Satisfaction.
Increase in frequency of “Periodic
Survey”
Increased emphasis on the Training
Programs (Team building etc)
Appointment of “Staff” Training
Manager
Industrial Strength Solutions
Improvements Implemented – Contd.
A new disaster recovery plan.
Problem Solving and Troubleshooting
Course for the entire support team.
More Strict Response targets – SCP
Audit identified that are achievable for
us.
New Knowledge Management System
New metrics for Ignored areas
Industrial Strength Solutions
CLOSING
TRULY DO IT YOURSELF
SCP WILL GIVE YOU QUESTIONS ??
SCP WILL GIVE GUIDANCE
SCP WILL GIVE EXAMPLES
BUT - YOU WILL HAVE TO FIND /
DEVELOP THE ANSWERS !!
HARD WORK – NO MIRACLES
TRULY WORTH IT
Industrial Strength Solutions
QUESTIONS
Industrial Strength Solutions
Industrial Strength Solutions