Case study in improving csat with troubleshooting skills
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This document discusses a case study of Corptax, Inc improving their customer satisfaction through better troubleshooting. It describes how Corptax implemented a diagnostic troubleshooting process and training from Impact Learning Systems to improve employee troubleshooting skills. As a result, Corptax saw improvements in key metrics like resolution time, first contact resolution rates, and SLA achievement. The training also increased employee and customer satisfaction levels. Corptax has been recognized with several industry awards for excellence in support services.
Case study in improving csat with troubleshooting skills
- 1. Troubleshooting: A Case Study in Improving Customer Satisfaction Jeremy Stephens, Corptax Malcolm Carlaw, Impact Learning Systems
- 2. Poll: What type of offering do you personally support? Software Hardware Services All of the above
- 3. Primary Drivers of Customer Satisfaction Time to Resolution Customer Service Skills Satisfaction Employee Satisfaction
- 4. What are the Issues? Employee Resolution Satisfaction Time Lost Hand-offs Trust Documentation Poor or Good Troubleshooting Call-backs Skills Unnecessary Parts Additional Collateral Ordering Resources Damage
- 5. Resolution Time Drives Customer Sat. Data developed by MetricNet
- 6. Engineer Satisfaction Drives Customer Satisfaction Data developed by MetricNet
- 7. What is in the balance? Customer Satisfaction Operational inefficiencies Lost trust – clients/co-workers Morale 7
- 8. Poll: What are your top two troubleshooting issues? Resolution time Hand offs/ documentation Operational inefficiencies Lost trust – client/co-workers Employee satisfaction
- 9. Mitigating the Problem Troubleshooting skills vs technical knowledge Critical thinking Common troubleshooting process Common language 9
- 10. Common Troubleshooting Process Diagnostic Troubleshooting Process Setup Problem Identification Problem Resolution Good Decision Verify Define Isolate Identify Problem Justify Resolve Problem Problem Problem Cause Solution Problem Making Problem Identification Resolution Level 1 support E-book available with details about each of these steps
- 11. Results Operational Efficiency Increased Satisfaction Typical results » 5-9% improvement in TTR » 4-8% improvement in C-SAT » Focus on specific metrics
- 12. Support Staff Excellence Program 2009, 2010, 2011 2012 (pending)
- 13. Case Study: Corptax, Inc. Jeremy Stephens Manager, Customer Support
- 14. About Corptax 14
- 15. Corptax Support 88% percent of support staff are accounting professionals 15
- 16. Poll: How do you measure resolution time? • Months • Weeks • Days • Hours • Minutes 16
- 17. Our Story • 2008 Launched Customer Support training with Impact Learning • Results indicated other weaknesses to fill • Q1 2009 Launched Diagnostic Troubleshooting 17
- 18. Implementation Issues • Lack of Executive Support • Scheduling Issues With Home-Based Staff • Management Requires Training 18
- 19. Adoption “This training was very helpful. The tools to identify the root cause — and not just the underlying direct cause — have helped me save a tremendous amount of time and has helped me obtain quicker resolutions for my customers.“ Shellie Bailey, Customer Support 19
- 20. Maintaining the Focus • Syncing Troubleshooting skills adoption with Q/A process – “The program was valuable in providing a structural process for troubleshooting.” • Reinforcement tools – Weekly “announcements” – Poster reminders 20
- 21. Customer Surveys Skills and Knowledge 0.99 0.97 0.95 0.93 0.91 0.89 10Q1 11Q4 08Q3 08Q4 09Q1 09Q2 09Q3 09Q4 10Q2 10Q3 10Q4 11Q1 11Q2 11Q3 12Q1 21
- 22. First Contact First Contact Resolution 65% 60% 55% 50% 45% 40% 35% 11Q2 09Q1 09Q2 09Q3 09Q4 10Q1 10Q2 10Q3 10Q4 11Q1 11Q3 11Q4 12Q1 22
- 23. 24 Hour Solution Resolved Within 24 Hours 0.9 0.85 0.8 0.75 0.7 0.65 0.6 11Q2 09Q1 09Q2 09Q3 09Q4 10Q1 10Q2 10Q3 10Q4 11Q1 11Q3 11Q4 12Q1 23
- 24. SLA Achievement SLA Achievement 1 0.99 0.98 0.97 0.96 0.95 0.94 0.93 12Q1 09Q1 09Q2 09Q3 09Q4 10Q1 10Q2 10Q3 10Q4 11Q1 11Q2 11Q3 11Q4 24
- 25. Beware of Success Q1 2012 25
- 26. Award winning Excellence in Support Services – Emerging Companies LEVEL 1 & 2 2011 Excellence in Support Services – Small Company LEVEL 1 & 2 2010 Finalist – Continuous Improvement in Support Services LEVEL 1 2009
- 27. Additional Information Questions? Next step: Deeper dive into the product Thursday May 31st 10:00 AM PT Tuesday June 5th 11:00 AM PT