@eddievidal

SPOC: One Goal, One

Journey, and the Road to

Success

Eddie Vidal

Family

2

@eddievidal

Takeaways

Road Traveled

Value to Customer / Organization/ Team

Wins – Milestones - Celebrations

Lessons Learned – Bumps in the Road –

Do Overs

@eddievidal

Our Journey

• Combined several Services Desks into one

• Transitioned from 9 to 5 to 24 x 7 x 365

• Created career paths for all team members

• Cross utilized team members

• Lowered abandon rate with ACD call menu

change and increased service levels

• Created Scalability to support large projects

@eddievidal

Number of Customers

Faculty, Admin & Staff 14K

Students 16K

Alumni 171K

@eddievidal

BS

@eddievidal

BS – Before SPOC

@eddievidal

6 - Academic 4 - Clinical

10 – Med Tech

BS – Before SPOC

@eddievidal

6 - Academic 4 - Clinical

10 – Med Tech

20

Tier 2

System AdminData Center

BS – Before SPOC

@eddievidal

Moving Pieces

@eddievidal

Time line

Dec 2012

• UMIT becomes ONE

Feb 2013

• Start at Med Campus

Dec 2013

• Service Desk Manager at Academic campus retires

Jan 2014

• Data Center reports to Service Desk

@eddievidal

Time line

Jul 2014

• Go to 24 x 7 x 365 Support

Dec 2014

• Call Menu Change

Apr 2015

• Workday ERP Rollout

Jun 2015

• All moved to ONE location

@eddievidal

Cross Training

@eddievidal

@eddievidal

@eddievidal

Skill group matrix

@eddievidal

2014 Numbers

Emails 55,628

Calls Offered 194,204

Calls Answered 160,857

Calls Abandoned 25,934

Abandon Rate 13.4%

Avg Speed to Answer 1:47

Service Level 54%

@eddievidal

Call Menu

1. Password Reset/General Info

2. Bio Medical Support

3. Telecom, CaneID, Cane Card

4. Research Systems

5. UChart, Business & Clinical Support

6. Project AD & O365

7. Technical Support

8. Training & Misc

9. Workday

@eddievidal

Communication

@eddievidal

Communication

Communication

@eddievidal

Who We Are

@eddievidal

Who We Are 26

Skill Group Before After

Password, General

Info20

Workday 7

Technical 10

Project 3

Academic 6

Clinical 4

@eddievidal

Who We Are 26

Skill Group Before After

Password, General

Info20 26

Workday 7 26

Technical 10 16

Project 3 16

Academic 6 12

Clinical 4 11

@eddievidal

Numbers

2014 2015

Emails 55,628 59,472

Calls Offered 194,204 206,736

Calls Answered 160,857 177,444

Calls Abandoned 25,934 23,232

Abandon Rate 13.4% 11.2%

Avg Speed to

Answer

1:47 1:23

Service Level 54% 62%

@eddievidal

Numbers - Wins

2014 2015 Change

Emails 55,628 59,472 6.9%

Calls Offered 194,204 206,736 6.5%

Calls

Answered

160,857 177,444 10.3%

Calls

Abandoned

25,934 23,232 -10.4%

Abandon Rate 13.4% 11.2% -15.9%

ASA 1:47 1:23 -22.4%

Service Level 54% 62% -14.8%

FCR 81% 85% 4.9%

@eddievidal

Value - Career Path

@eddievidal

Value

Skill set changes on the fly

New Employees contribute faster

Scalable setup for projects

Ability to more resources around to

different shifts and provide coverage

@eddievidal

Value

24 x 7 Support

Technical Resources work on tech calls

Team Meetings

Guest Speakers

@eddievidal

Culture & Changes

Shared plan 8 to 10 months in advance

Ask questions and what if scenarios

instead of telling them

What would you do if this were to happen?

Discussed at every team meeting

Moved team members gradually

@eddievidal

Projects

@eddievidal

Tools

Service Now

Cisco IPCC

Exony – Reporting

Knowledge Base – SharePoint/Service Now

@eddievidal

Training

Workday – Saturday Sessions

Weekly Meetings – Guest speakers

Cross Training

Lynda.com

Skillsport

Workforce Engagement Dept

KB Wiki

3 HDI Support Center Analysts

@eddievidal

Calls by Hour

Midnight to 7 AM -

0.65%

6 PM to Midnight – 3.06%

6 PM to 7 AM 3.71%

7AM to 6 PM 96.29%

Hour Total

12:00 AM 22 0.11%

1:00 AM 13 0.06%

2:00 AM 9 0.04%

3:00 AM 13 0.06%

4:00 AM 3 0.01%

5:00 AM 9 0.04%

6:00 AM 68 0.33%

7:00 AM 553 2.64%

8:00 AM 1990 9.51%

9:00 AM 2787 13.32%

10:00 AM 2758 13.19%

11:00 AM 2390 11.43%

12:00 PM 1769 8.46%

1:00 PM 1918 9.17%

2:00 PM 2190 10.47%

3:00 PM 1886 9.02%

4:00 PM 1354 6.47%

5:00 PM 545 2.61%

6:00 PM 224 1.07%

7:00 PM 137 0.65%

8:00 PM 123 0.59%

9:00 PM 75 0.36%

10:00 PM 53 0.25%

11:00 PM 28 0.13%

Grand Total 20917 100.00%

@eddievidal

Calls by Hour

Midnight to 7 AM -

0.65%

6 PM to Midnight – 3.06%

6 PM to 7 AM 3.71%

7AM to 6 PM 96.29%

Hour Total

12:00 AM 22 0.11%

1:00 AM 13 0.06%

2:00 AM 9 0.04%

3:00 AM 13 0.06%

4:00 AM 3 0.01%

5:00 AM 9 0.04%

6:00 AM 68 0.33%

7:00 AM 553 2.64%

8:00 AM 1990 9.51%

9:00 AM 2787 13.32%

10:00 AM 2758 13.19%

11:00 AM 2390 11.43%

12:00 PM 1769 8.46%

1:00 PM 1918 9.17%

2:00 PM 2190 10.47%

3:00 PM 1886 9.02%

4:00 PM 1354 6.47%

5:00 PM 545 2.61%

6:00 PM 224 1.07%

7:00 PM 137 0.65%

8:00 PM 123 0.59%

9:00 PM 75 0.36%

10:00 PM 53 0.25%

11:00 PM 28 0.13%

Grand Total 20917 100.00%

Demand Management

Capacity Management

@eddievidal

Calls by Hour

@eddievidal

Goals

Not Ready Time

Knowledge Based Articles

Call Monitoring

Professional Development

Calls vs Incidents

@eddievidal

Lessons Learned

Communicate Changes

Involve the team

@eddievidal

Still Working On

Not Ready Time

Abandon Rate

Cross Training

Knowledge Base

Long Hold Time for Clinical and Weekends

Customer Surveys

Turnover – Sharpen the Saw

@eddievidal

Light at the end of the Tunnel

Eddie Vidal

• HDI Hall of Fame – Class of 2016

• HDI & Fusion Track Chair &

Speaker

• HDI Strategic Advisory Board

• Founder of South Florida HDI

Local Chapter

• Published in Support World

Magazine & HDI Connect

• itSMF Monthly Podcast Producer

• 2014 itSMF President’s Award

Managing Director – EJV Corp

eddie_vidal@yahoo.com@eddievidal

http://www.linkedin.com/in/eddievidal

@eddievidalEddie Vidal | 305-439-9240 | eddie_vidal@yahoo.com | @eddievidal

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