March2008 Strategies For Adopting Self Service And Automation
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The document discusses strategies for self-service and automation in customer service. It defines key terms like self-service, automation, and self-healing. It outlines different customer segments and their needs. Challenges and requirements for implementing self-service and automation are presented. Benefits and examples of successful implementations are provided. The document concludes with a question and answer section on upcoming local HDI chapter events.
![HDI Motown Board Elections next month GREAT Opportunity to Lead, get connected, and build your professional family If you are interested in a board position, email [email_address] Officers Summit – June 6-8 in Colorado Springs Positions Co-VP Programs (speakers, events, locations) Co-VP Membership (managing and adding members) Webmaster](https://image.slidesharecdn.com/march2008-strategiesforadoptingselfserviceandautomation-1223305746133105-8/85/March2008-Strategies-For-Adopting-Self-Service-And-Automation-22-320.jpg)
March2008 Strategies For Adopting Self Service And Automation
- 1. Self-Service and Automation Strategies Dan Wilson HDI Motown Chapter President HDI Member Advisory Board Member at Large Client Services Manager, Volkswagen Group of America
- 2. Agenda Definitions Different Customer Segments Challenges Self-Service Automation Q& A
- 3. Definitions Self-Service – Serving oneself without aid; Level 0 Support Automation – A tool or process that helps the Service Desk quickly prioritize, elevate, track, and resolve service requests either without or in support of the agent Self-Healing – A system’s ability to perceive that it is not operating correctly and, without human intervention, make the necessary adjustments to restore itself to normal operation; Autonomic Computing
- 4. Different Customer Segments SMB Space Want it to just work, NOW No Patience for Self-Service Service Desk fulfills emotional aspects of support Enterprise Space “ Captive Audience” Want to learn (depends on firm) More patience Less emotional aspects of support Education Space On the fence, depends on the department too Engineering & Business – Similar to Enterprise Math, Sciences, Human Services, Educations – Similar to SMB Note: Generational differences even more diverse … evolutionary change
- 5. Challenges Customer Acceptance – Know thy customer! WIIFM – What’s in it for me? Costs of implementation Complete and Continued Commitment Patience Creates excess capacity (now you have too many employees) Proof of success
- 6. Self-Service History Non-IT - Gas Station Pumps, Vending Machines, ATM, Self-Checkout, Airport Check-in, Toll Booths IT Related – Service Desk Webpage, FAQ’s, KB, IVR, Kiosk Other Hot Areas: HR, Banking, Retailers
- 7. Self-Service Requirements Unified Mission Vendor selection: Be picky and take your time! Note: Fulfill req. for IT and User functionality Metrics and measure of success Focus on High Volume Issues Password reset, training, setup documentation Make Transactions Intuitive Assign/Hire Knowledge Admin (or owner) Constant feedback (customers, agents, SMEs) Keep it current/relevant!
- 8. Self-Service Benefits/ROI Good Decreased call volumes (est. 15-50% over a year) Agents have more time for important/more difficult issues More proactive Improved stability of infrastructure Less downtime Bad Less call volumes = Labor cost savings? FCR Impact Could be fatal if testing is ineffective
- 9. Self-Service Real Life Example At Handleman, Password resets > 54% of call volume so we implemented a Password Reset Tool Results: Dedicated Admin (not full FTE) Involved IT Security Department User Focus and Test Group Lots of documentation Dozens of training classes Patience and persistence Service Desk championed continued use Pitfalls: Tried to rush it Vendors position of “very user friendly” Not knowing our customers Project on schedule and over budget (based upon hours spent)
- 10. IT Automation History Scripting Alerting and behind the scenes repairs (Customer Perceived Automation) Self Healing Technologies Anyone remember this advancement??
- 11. Automation Requirements Unified Mission Commitment and dedication Note: Scripting is an art, not a science Metrics and measure of success Focus on High Volume Issues Basic PC Maintenance, service restarts, security patches, reboots, malware sweeps, etc. Baby steps Test, Test, and Test again Constant feedback (customers, agents, SMEs) Communicate changes to Users
- 12. Automation Benefits/ROI Good Significantly decreased call volumes Agents have more time for important/more difficult issues Less Escalations & Costs Business Risk Mitigation Improved stability of infrastructure Less downtime Security improvements Bad Less call volumes = Labor cost savings? Self-service is not a cure-all (mgmt perception) Impact on FCR & Cost/Call Could be fatal if testing is ineffective
- 13. Automation Real Life Example At PMV we invested in a tool and a FTE ($60k/yr) for Automation and scripting of tasks Results: 50% reduction in call volumes Zero user initiated spyware/virus calls from customers in 6+ months Improved stability and performance of infrastructures Find a common issue, we automate it High end scripts to the rescue Pitfalls: Not enough warning to users Rush jobs Ineffective Testing
- 14. Self-Healing History Unveiled by IBM 20 years ago Was mostly focused on Midrange systems Recent focus on WinTel system Thoughts Tools advancing by the minute Lacks solid cross-platform support Cost could be a factor Many vendors, new ones daily…
- 15. Q&A
- 17. April Meeting April 17 th 1-4PM (3 rd Thursday) Making Connections and Building Relationships Speaker : Sophie Klossner, HDI's Local Chapter Membership Director Location: Dewpoint in Southfield
- 18. Special Event! May 8 th 1-4PM A "More Better" Workplace! Speaker: Kirk Weisler, HDI's Chief Morale Officer Author of "The Cookie Thief" and "The Dog Poop Initiative" Location: OCC Campus in Auburn Hills Free and open to the public – bring guests! Please RSVP so we get the right room
- 19. ITEC: Detroit 2008 “ Bringing Marketplace, Learning Place, and Networking Together in YOUR Regional IT Event” May 21-22 2008 @ Rock Financial Showplace) Strategic Partner of the Detroit ITEC Free Attendance for HDI Motown Members Registration code to be supplied when we get it…
- 20. Gold again!
- 21. ITIL Foundations Classes Looking at ITIL Foundations training this Spring Potential Offerings V2 Foundations V3 Foundations V2 to V3 Bridge Class If interested, let us know
- 22. HDI Motown Board Elections next month GREAT Opportunity to Lead, get connected, and build your professional family If you are interested in a board position, email [email_address] Officers Summit – June 6-8 in Colorado Springs Positions Co-VP Programs (speakers, events, locations) Co-VP Membership (managing and adding members) Webmaster
- 24. HDI Training If you have anyone attending these, let us know. Support Center Managers training (3 days) also possible if we get 8 students. If interested let us know. Date Location Course Member Non-Member 5/12 - 5/13 TBD Metro-Detroit HDI Support Center Team Lead $1495 $1595 5/14 - 5/15 TBD Metro-Detroit HDI Support Center Analyst $1295 $1395
- 25. 2008 HDI Conference & Expo
- 26. Upcoming Events 2009 HDI Conference Mandalay Bay in Las Vegas April 6-9 2008 HDI Service Mgmt Conference (ITIM) Miami International in Miami October