how walk-up support can transform the customer...

How Walk-Up Support Can Transform the Customer Experience

Justin MenapaceSession 501

About the Speaker

Justin Menapace• Desktop Support Senior (6 years), Freddie Mac

• Masters of Professional Studies in Technology

Management from Georgetown University, 2016

• Bachelors of Sciences in Information Sciences and

Technology from Penn State University, 2012

Goals

• Look at challenges with todays Desktop Support model

• How transform Desktop Support to IT Walk Up Services

• How to get started

How do your users get help

when something goes wrong

with IT?

How many in the room have a

form of “Walk-Up” IT Services?

“By 2018, more than 50% of large

organizations will have IT walk-up service,

up from fewer than

25% today.

-Gartner, April 2015

A day in the life of a user

9:00 AM

9:10 AM

9:15 AM

9:20 AM

9:20 AM+

3:00 PM

4:00 PM

Problem

How can we improve our user experience?

• Centralized end user support model

• Users have to have an appointment to get tier 2

support

• Personal care and support not always present with

support model

Solution- IT Walk-Up Services

Created the “IT Solution Center”

• A dedicated location in each building to offer customer

support for corporate laptops and mobile devices

• Convenient locations for a large majority of our user base

• On-Demand Support: Customer can walk in at any time.

No appointment needed

• Face-to-Face Personalized Service

How to Get Started

Build Your Team

• Use Existing Staff

• Split the team

– Half Support IT Walk-Up & Half Support Back Office

• User team members with strong customer service and

communication skills

How to Get Started

Brand & Market

• Come up with a name

• Walk-Up IT Support is a product of your service

• Create a brand around your service, and build a

plan to build awareness

How to Get Started

Find a centralized location

• High-traffic areas can help build awareness

• You’ll need to consider a location that has space to provide

walk-up support, with space for secure inventory if you plan

on storing assets

• Consider areas near cafeterias, auditoriums or other

common spaces

Our First Location:

Our First Location:

Our First Location:

Our First Location:

Our First Location:

Our First Location:

Our First Location:

Our First Location:

Our First Location:

3 Locations in HQ, Supporting 9,500 Users

What are we supporting?

End User Computing Support

• Hardware & Software Break Fix

• Mobile Device Break Fix (COD & BYOD)

• New Technology Demos

• Requests for components & accessories

– Extra mice and keyboards, laptop chargers, phone headsets, network

& video cables, iPhone chargers

Assets & Accessories on Site:

What is our business partner’s experience? Our goal is seamless experience for every customer

Appointments are available, or you can walk

in at your convenience

Courtesy PC’s with internet, email and office access are

available while you wait

Centers are located in convenient areas across

campus

We’re staffed to serveEach center has a concierge and three technicians

• Concierge

– Queue management

– Triage

– Asset management

• Technician

– PC Break/Fix

– Application support

– Mobility support

We made it easy to engage

Schedule Appointments Online

…Or walk right in!

User can check in on an iPad

…Or walk right in! and see where they are in line

How are we doing?

Walk-Up Support is a Success at Freddie Mac

• 25,304 business partner visits in 2017

• 60% are for IT support incidents

• 40% are for service requests

• Average a 98% customer satisfaction rating Incidents60%

Service Requsts

40%

What do people think?

Our business partners love the experience

“It was nice to see the face of the person that could help you. It was also helpful to have a temp workspace to access email and the Internet while I waited.”

“I have already recommended this service to at least 10 colleagues.”

“I know my issues will be resolved immediately so it does not impact my quality of work for the day”

“One of the best improvements to support in my 27 years”

“The solution center has been one of the best ideas since I joined FM (15 years ago).”

How do we keep improving?

Soliciting Feedback

• Measure our Net Promoter Score on every interaction

• Ask what our business partners like, what they think we can improve, and for other feedback

• Surveys are integrated with our scheduling system and integrate ticket information

How do we keep improving?

Read & Review

• Verbatim comments are reviewed on a regular basis

• Anything under a 7 is investigated, with follow ups

and a plan for remediation

• Be open and honest about feedback- positive and

negative

How do we keep improving?

Hold ourselves accountable to our metrics

What’s next for Walk-Up Support at Freddie Mac?

• Additional locations in other company facilities

• Ramping up to support several strategic initiatives

Helpful Tips

Analyze processes & make changes as needed

• Ensure your helpdesk and walk-up support are

working together, not against each other

• Take time to inventory and analyze processes

How to Get Started

Set your expectations

• There will be some investment in making modifications

and buying things to support the program

• Consider the long-term ROI: both in dollars saved from

less downtime as well as employee/customer

satisfaction

Questions?

Justin Menapace

https://www.linkedin.com/in/justinmenapace/