versadev delivering business software solutions improving the performance of your service centre
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VersaDevDelivering Business Software Solutions
Improving the performance of your Service Centre
www.versadev.com
VersaDevDelivering Business Software Solutions
Improving Help Desk Performance with the Knowledge-Enabled Service Centre
The inefficient service centre:
• Long call wait times• Slow problem resolution• The ‘Dead Cat’ flick pass• Loss of productivity from unresolved technical issues• Frustrated staff on both ends of the line• High cost
VersaDevDelivering Business Software Solutions
Improving Help Desk Performance with the Knowledge-Enabled Service Centre
The model of efficiency
• Fixed On First Contact (FOFC)• No waiting• Fast and effective• Automated processes & remote management tools• Sharing the knowledge• Self service tools
VersaDevDelivering Business Software Solutions
The world of IT support:
• Challenging
• Frequently frustrating
• And sometimes, seemingly impossible.
New Platforms + Systems = New Skill Sets + Increased Call Volumes
Inefficient support centres fail to meet Service Level Agreements (SLAs), frustrate end users, and demoralise help desk staff and management.
The Service Centre’s mission
• to deliver high-quality• cost-efficient, and• timely problem resolution
VersaDevDelivering Business Software Solutions
Service Centre Support & Efficiency Level One Call Resolution Rate (FOFC)
Fast first-call problem resolution Happier users,Lower-cost support, andAchieving SLAs
Give service centre staff the tools and knowledge to resolve problems at the first point of contact.
A Help Desk solution is perhaps the most cost-effective means of improving first-call resolution rates with a minimum investment.
VersaDevDelivering Business Software Solutions
Two Options for End User Support
• Staffed Support Centre
• Technical professionals who are available by phone or by email • Real-time collaboration tools • One-to-one relationship between a support analyst and each problem presented• Call centre model• Inbound requests (tickets) are received from users
Level-1 agents attempt to resolve the issues or pass to Level-2 or Level-3.
The Service Centre usually:• Captures the end-user and problem information into a ticketing system• System then tracks all resolution efforts and centrally manages the information.
Resolving technical problems by telephone is time-consuming and expensive.
VersaDevDelivering Business Software Solutions
VersaDevDelivering Business Software Solutions
• Self-Service Portal
Self-support systems typically work by using one of several models to find answers:
• Questions and answers to navigate to a solution • A decision tree to find information about particular topics • A searchable Knowledge Base
• Tools allow users to troubleshoot, diagnose, and fix own technology problems.
• Logging of own service request tickets
• Checking status of existing tickets
• Search Knowledge Base / FAQ
• 24 x 7 availability
Shifts customer interfaces to lower cost mediums and empowers the Customer.
VersaDevDelivering Business Software Solutions
versaSRS HelpDesk Knowledge Base ….
VersaDevDelivering Business Software Solutions
Client Access Tool …
VersaDevDelivering Business Software Solutions
The same Knowledge Base articles available to Call Centre staff also available to end users through the intranet or internet.
VersaDevDelivering Business Software Solutions
Table 1: Self Service (“Level-0”) Cost Savings
DriverDriver MetricsMetrics Est. SavingsEst. SavingsBaseline Self- Service Baseline Self- Service Portal UsagePortal Usage
• 10 Calls per day10 Calls per day
• $25 per call$25 per call
• $250 per day$250 per day
• $5,000 per month$5,000 per month
$60,000 Annually$60,000 Annually
Reduced Calls Because Reduced Calls Because of User Self-Serviceof User Self-Service
• 3,000 calls per month3,000 calls per month
• 3.5% reduction in overall calls3.5% reduction in overall calls
• Cost per call metric of $25Cost per call metric of $25
$32,000 Annually$32,000 Annually
VersaDevDelivering Business Software Solutions
Table 2: Support Centre Service Improvement
DriverDriver MetricsMetrics Est. SavingsEst. Savings
Call Resolution Call Resolution Speed ImprovementSpeed Improvement
• Avg call length of 5-10 minsAvg call length of 5-10 mins
• 36,000 calls per year36,000 calls per year
• 60% resolved using KB60% resolved using KB
• Cost per call: $25 Tier-1Cost per call: $25 Tier-1
$30,000 Annually$30,000 Annually
Reduction in Reduction in Escalated CallsEscalated Calls
• 50% reduction in call escalation for 50% reduction in call escalation for calls that are solved at Tier-1calls that are solved at Tier-1
• Cost per call $75 Tier-2Cost per call $75 Tier-2
$34,000 Annually$34,000 Annually
VersaDevDelivering Business Software Solutions
Build it or buy it?Deciding how to automate your Help Desk
When considering a Service Request System:
• Developing Help Desk software in-house can work, you get exactly (?) what you want and can change it easily.
• If you have a choice, do your homework, find the best software company you can, and purchase what you need.
• Even better – buy from a vendor who is willing to tailor the system to your unique set of needs.
VersaDevDelivering Business Software Solutions
What Do You Get With A Purchased Product?
The short answer is ... a lot.
• Patches, updates and new features regularly released• Documentation• Purchase as modules – pay only for what you need• Not just Help Desk – Assets, CRM, Client Access• Support• Can other areas of my organisation use it?
(HR, Accounting, Records etc)
VersaDevDelivering Business Software Solutions
versaSRS HelpDesk
VersaDevDelivering Business Software Solutions
Summary
• Fix on First Contact Key to Success• Tools to do that
• Knowledge Base• Client Access Tools• Email Enabled Request System• Integrated CRM• Asset Management
VersaDevDelivering Business Software Solutions
versaSRS Help Desk – as used by:
BHP Billiton – WorldwideUniversity of Salzburg - AUSTRIA
Endevco Aerospace & Military - USANixon Technology Co. Ltd. – Hong Kong
Elephant Services Group – UKRoss Industries, Inc - USAIVR Technologies - USA
Applaud IT – AUSNewSpec - AUSGFi Asia Pacific
+ many more…
VersaDevDelivering Business Software Solutions
For more information regarding versaSRS Help Desk
Contact your local versaSRS HelpDesk representative
or
Visit our website at: www.versadev.com
• Download fully functional demo software• Apply for an online software demonstration• Download brochures, case studies & other resources
Contact us on: +61 8 8463 1914