Self-Service and Self-Service and Automation StrategiesAutomation Strategies

Dan WilsonHDI Motown Chapter President

HDI Member Advisory Board Member at LargeClient Services Manager, Volkswagen Group of America

AgendaAgenda

DefinitionsDifferent Customer Segments ChallengesSelf-ServiceAutomationQ& A

DefinitionsDefinitions

• 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

Different Customer Segments 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

ChallengesChallenges

Customer Acceptance – Know thy customer!

WIIFM – What’s in it for me?Costs of implementationComplete and Continued CommitmentPatienceCreates excess capacity (now you have

too many employees)Proof of success

Self-Service HistorySelf-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

Self-Service RequirementsSelf-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!

Self-Service Benefits/ROISelf-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

Self-Service Real Life ExampleSelf-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)

IT Automation HistoryIT Automation History

ScriptingAlerting and behind the scenes

repairs (Customer Perceived Automation)

Self Healing Technologies

Anyone remember this advancement??

Automation RequirementsAutomation 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

Automation Benefits/ROIAutomation 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

Automation Real Life ExampleAutomation 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

Self-HealingSelf-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…

Q&AQ&A