caring for our own
DESCRIPTION
Mary Cruse's preso to HDI Orange County on 1/11/12."Do we do less because a customer is "just an employee"? Of course not. The IT infrastructure is critical to the business, and successful support is critical. This session will cover the link between IT support and the customer experience, the development of a culture that supports a positive customer experience, and the creation of a business plan that supports your efforts with the executive team."TRANSCRIPT
Caring for our own
Mary CruseHDI Member Advisory Board
Chair Emeritus
For your consideration…
Do you believe internal technical customer support is JUST AS IMPORTANT as external technical customer support?
Are you concerned about losing your position to “someone else”?
Do you want to know how to present a business case of your organization’s value to the key decision makers in your company?
Do you know how to change the customer service culture in your IT organization?
Today’s agenda
Talk about the environment today and get some perspective
Put our own organization into perspective
Prepare a business plan
Discuss opportunities to make cultural changes in IT and why you should consider that NOW?
Why is internal support as important as external support?
Keeps the organization running well
Well running organization interacts successfully with clients/customers
Could be leveraged as a strategic advantage
What challenges do you regularly face?
Always seen as cost center
Necessary evil
High expectations low budget
Budgetary pressures
Budget cuts come when the value is not seen or expressed
Can result in Senior Management pursuit of options
Always looking for ways to save money
Time to focus on VALUE
What does YOUR team uniquely offer? What do YOU bring to the table that
can’t be found anywhere else? What cost benefit can you offer? What speed-to-market benefit can you
offer?
HOW CAN YOU COMPETE???HOW CAN YOU COMPETE???
Internal support means Internal support means external customer valueexternal customer value
Show how supporting internal Show how supporting internal customers keep external revenues customers keep external revenues flowingflowing
Show how the lack of support Show how the lack of support results in loss of revenueresults in loss of revenue
KEY QUESTIONKEY QUESTION → → WHERE’S THE MONEY?WHERE’S THE MONEY?
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Sales is always an important Sales is always an important key role to supportkey role to support
Are sales people online when Are sales people online when they need to be?they need to be?
Can they get the support they Can they get the support they need when they need it?need when they need it?
What does it take to deliver What does it take to deliver that?that?
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What other customer-facing What other customer-facing groups?groups?
Patient CarePatient Care Warehouse/LogisticsWarehouse/Logistics Service deliveryService delivery Information to customersInformation to customers Point-of-SalesPoint-of-Sales Marketing/InternetMarketing/Internet TelecomTelecom
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It’s about the dataIt’s about the data
What does it cost the company in any What does it cost the company in any of these areas to NOT function?of these areas to NOT function?
How do you know?How do you know?
Cooperative discussion with Cooperative discussion with department headsdepartment heads
Cost per transaction = cost for lack Cost per transaction = cost for lack of support of support
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Why you vs. someone else?Why you vs. someone else?
Identify your competitionIdentify your competition
Other departmentsOther departments
OutsourcersOutsourcers
Consolidation – shared servicesConsolidation – shared services
Who else?Who else?
What are the benefits of using What are the benefits of using your support network vs. someone your support network vs. someone else?else?
Knowledge - replaceableKnowledge - replaceable Experience - replaceableExperience - replaceable Resources - replaceableResources - replaceable Service skills - replaceableService skills - replaceable Cost savings – why?Cost savings – why?
Costs vs. savingsCosts vs. savings
What is your cost per What is your cost per transaction?transaction?
What transaction channels do What transaction channels do you have NOW?you have NOW?
What can you do sooner rather What can you do sooner rather than later? And Why will the than later? And Why will the employees accept it?employees accept it?
Business PlanBusiness Plan
Take all this information and Take all this information and put it in a business planput it in a business plan
Executive SummaryExecutive Summary Service listingService listing Delivery commitmentsDelivery commitments Plans for the future – timeline Plans for the future – timeline
includedincluded Request for ResourcesRequest for Resources Cost Savings/ROICost Savings/ROI Commitment for supportCommitment for support
Executive SummaryExecutive Summary
Paragraph or bulletsParagraph or bullets
Outlines points of detailed reportOutlines points of detailed report
It’s ok to tell the “end of the story”It’s ok to tell the “end of the story”
Capture their attentionCapture their attention
Service listingService listing
What specific services are you What specific services are you delivering?delivering?
Days/Hours/LocationsDays/Hours/Locations
Staffing/SkillsStaffing/Skills
Channels (what you have now)Channels (what you have now)
Delivery commitmentsDelivery commitments
Service Level AgreementsService Level Agreements
Business continuity arrangementsBusiness continuity arrangements
Any industry exclusives?Any industry exclusives?
Plans for the futurePlans for the future
Here’s where you put what you need Here’s where you put what you need to go “above and beyond”to go “above and beyond”
New delivery channelsNew delivery channels New training programsNew training programs What’s going to set you “above the What’s going to set you “above the
rest”?rest”? WHEN can you deliver this?WHEN can you deliver this?
Request for ResourcesRequest for Resources
What do you need that you don’t What do you need that you don’t have?have?
EquipmentEquipment ApplicationsApplications PeoplePeople What’s it all going to costWhat’s it all going to cost
Cost Savings/ROICost Savings/ROI
What is the ROI for What is the ROI for staying with your team as is?staying with your team as is?
Investing as requestedInvesting as requested
Investing in stagesInvesting in stages
Commitment for supportCommitment for support
ASK FOR THE BUSINESS!ASK FOR THE BUSINESS!
Don’t wait for the threat of Don’t wait for the threat of competition – DO IT NOW!competition – DO IT NOW!
The voices in your head…The voices in your head…
““But I’m not the right person.” But I’m not the right person.” ““Not at my level.” Not at my level.” ““No one ever listens to me.”No one ever listens to me.” ““I just don’t know how to do this.”I just don’t know how to do this.” ““I don’t have time.”I don’t have time.” ““I’ll do the work and my boss will I’ll do the work and my boss will
take all the credit.”take all the credit.” ““This is political suicide.”This is political suicide.”
Listen and be lame…OR
BE THE SOURCE!BE THE SOURCE!
COLLABORATE! COLLABORATE!
You’ll get promoted!You’ll get promoted!
If you don’t get promoted, you’ll haveIf you don’t get promoted, you’ll have
great experience for your resume! great experience for your resume!
How to change the cultureHow to change the culture
““This will never work in our This will never work in our organization.”organization.”
““No one will listen to me.”No one will listen to me.”
““Our culture is all focused Our culture is all focused on…”on…”
IT cultureIT culture
Are you a service organization?Are you a service organization?
Are you a heroic organization?Are you a heroic organization?
Does the IT organization see Does the IT organization see themselves as the master and others themselves as the master and others are the servants?are the servants?
Customer satisfaction is the Customer satisfaction is the keykey
If customers are satisfied, cost If customers are satisfied, cost will be the driverwill be the driver
If customers are DISsatisfied, If customers are DISsatisfied, satisfaction satisfaction ANDAND cost will be the cost will be the drivers!drivers!
How do you currently gather How do you currently gather satisfaction information?satisfaction information?
Visit your customers – face-to-faceVisit your customers – face-to-face Send anonymous feedback surveysSend anonymous feedback surveys Get feedback by asking the tough Get feedback by asking the tough
questionsquestions Really find out what they want and Really find out what they want and
what the benefit would be to their what the benefit would be to their dept.dept.
Take feedback and QUANTIFY it. (if Take feedback and QUANTIFY it. (if you don’t know how, go back and you don’t know how, go back and talk to them)talk to them)
Use this info in your business Use this info in your business planplan
FIND the voice for customer FIND the voice for customer satisfactionsatisfaction
Start with your own team. Do they believe? Start with your own team. Do they believe? If not, you’re wasting your time! If not, you’re wasting your time!
If you’ve made the connection between If you’ve made the connection between
service delivery and value, then find your service delivery and value, then find your championchampion
Get the info you’ve gathered (with your own Get the info you’ve gathered (with your own manager) to this championmanager) to this champion
See how to get this message socialized.See how to get this message socialized.
Sell – resell – keep on selling your ChampionSell – resell – keep on selling your Champion
Let’s hear from you
If you need to hear from me…
Mary CruseAssociate Director -
Oncology Client Services
Genzyme Genetics/US Labs(A division of LabCorp)5300 McConnell Ave
Los Angeles, CA [email protected]@gmail.com
310-482-5316310-564-6733