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January 20, 2011

Knowledge-Centered Support. January 20, 2011. Agenda. Why listen to Kevin? What do we really know about KCS? KCS Advantage Trends. Enough Theory, now for Practical Scale Phase In Approach Search Early – Search Often Inline Creation of KB Articles Tagging Send the Information Out

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January 20, 2011

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  1. Knowledge-Centered Support January 20, 2011

  2. Agenda Why listen to Kevin? What do we really know about KCS? KCS Advantage Trends Enough Theory, now for Practical Scale Phase In Approach Search Early – Search Often Inline Creation of KB Articles Tagging Send the Information Out eService Delivery Coaching

  3. Why Listen to Kevin?

  4. Stone Cobra is… We perform Services We know We build Products • Decades of experience in Enterprise software • How call centers operate • What support managers are managed by • Expertise in KnowledgeBase deployment • With Excellence • ASP Top Ten Support Sites • Innovator Award in Knowledge-Centered Support

  5. PIIT Viper Force.com IT Help Desk App • Designed for… • Problem Management • Incident Management • Knowledge Management • Configuration Management • Change Management • Built on Force.com plus Salesforce Knowledge • Enterprise IT Help Desk • Price point competitive with other IT Help Desk products • Natively Built on Force.com • See more at: http://www.stonecobra.com/BuiltonForce.com

  6. Problem & Incident Management for IT Help Desks PIIT Viper KT Resolve Best Practices Enterprise 2.0 Support Excellence Chat Email Web Follow-the-Sun Kepner-Tregoe Unification of Channels Phone ITIL v3 Problem & Incident Management KCS High Productivity Coaching & Mentoring Knowledge salesforce.com Platform InStranet

  7. Kevin is… Allegedly Smart • Skipped a few years of school • University of Southern California (cum laude) • George Washington University Law School (with honors) • Max Planck Institute in Munich, Germany Theoretically Accomplished • Octane CRM Software acquired by E.piphany for $3.18 billion • White House • Recovering Attorney • Marathon runner • Etc.

  8. What do we really know about KCS?

  9. Myth Busted Just because I have a football, does not mean I am a football player. Just because I have a KnowledgeBase, does not mean I have KCS.

  10. Myth Busted ITIL and KCS Do Not Compete (Capulets) (Montagues)

  11. Stone Cobra Service Cloud 2 Console App Why can’t we be friends? Quick search and review of KB articles within Kepner-Tregoe Situation Appraisal

  12. KCS Advantage

  13. The Stone Cobra KCS Advantage Stone Cobra Results • Juniper Networks $23.6 Million savings in 2 years • Quest Software’s support budget flat line for 2 years • Large number of company acquisitions occurred • The investment that keeps providing returns

  14. Business Value KCS Delivers • Solve Incidents Faster • 50 - 60% improved time to resolution • 30 - 50% increase in first contact resolution • Optimize Use of Resources • 70% improved time to proficiency • 20 - 35% improved employee retention • 20 - 40% improvement in employee satisfaction • Enable eServices Strategy • Improve customer success and use of web self-help • Up to 50% case deflection KCSSM is a service mark of the Consortium for Service Innovation™ www.serviceinnovation.org

  15. Trends

  16. Support Trends Creative Revenue Center Abundance Networked Freedom & Responsibility Context Guidelines Decrease Process (Grow/Scale) New Customer Experience Procedural Cost Center Scarcity Hierarchical Command & Control Control Process Increase Process (Grow/Scale) Known Support Proprietary and confidential.

  17. Enough Theory, now for Practical Use

  18. Scale The Larger you are the More you Benefit from Adopting KCS, the Smaller you are the Less Practical it becomes

  19. Phase in Approach

  20. KCS Phase 1: Adoption Phase 1 Measurements Competency profile Ratio of known to new incidents Participation Technology Requirements Solution Quality Index Target for Exit to Phase 2 • 80‐90% of analysts are KCS II or KCS III • Reuse rate is equal to or greater than creation rate • Participation rates level off between 65% and 85% (this rough range represents enough use of the knowledgebase to sustain the methodology) • Technology must support the workflow (through modifications to existing tools or acquisition of new tools) • Meeting defined targets

  21. KCS Phase 2: Proficiency Phase 2 Measurements Ratio of Known to New incidents Participation Percentage first contact resolution Time to Proficiency Resolution Capacity Solution Quality Index Cost per Incident Target for Exit to Phase 3 • Reuse rates are two to three times creation rates (70‐85% of resolutions come from reused knowledge) • Participation rate trend has stabilized • Increase compared to baseline • Decrease compared to baseline • Increase by at least 25% • 80-90% of solutions are consistently rated at least “acceptable” and the process for evaluation is stable • Decreased since Phase 0 baseline

  22. KCS Phase 3: Leverage KB Phase 3 Measurements Customer loyalty Customer satisfaction Employee satisfaction / loyalty Employee turnover rate Time to Publish Self Help use Ratio of Known to New incidents Support cost as a % of revenue Incident volume Product Improvement Time to adopt Indicator of Success • Increase compared to baseline • Increase compared to baseline • Increase from baseline • Decrease from baseline • 90/90 rule—90% on the web within 90 • 85/85 rule—Customer usage and success • 30/70 rule—Shifts from Known to New • Support costs dropped by 25‐50% and volume resolved is up at least 100% • Number of incidents open declines • Increase from the baseline • Decrease from the baseline

  23. Search Early – Search Often (Requested)

  24. Search Early – Search Often (Forced)

  25. Inline Creation of KB Articles

  26. Tagging

  27. Send the Information Out • Drag and drop knowledgebase articles into the email either: - Link the customer to the knowledge article available on your Support Portal; or - Drop the KB article as an auto-generated PDF attachment to the email response

  28. eService Delivery

  29. Customer Value v. Support Spending Time Value Providing Solution to Customer • Approximately 2/3 of value providing solution to customer is lost when customer contacts Support • Most of all resources are spent on assisted support • Example: Microsoft has 13K people in support, only 450 in self help Bigger gains when promoting Proactive and Self Help options versus making Agents more efficient with Assisted Support Value to Customer Lost as Time Passes Proactive Preventative Preemptive Assisted Support Self Help Time

  30. KCS for Self Help • Monetize e-service delivery by moving low-value interactions to the web • Key feature: web case deflection “Stone Cobra first assisted Juniper Networks with a critical and complex Knowledge Management/KB initiative in 2005 that contributed greatly to our 3 consecutive ASP Top 10 Web Support awards and a $23.6 million savings over 2 years. Our success with that engagement made it a no-brainer to bring them back for our new KB launch in 2008.” - Keith Redfield, Director, Global Support Technology/eSupport, Juniper Networks

  31. KCS for Self Help • Unifying across Agent support and customer Self Help

  32. Looking at the Right Metrics • Increase Agents’ productivity • Same case load • Faster TTR • Increase Self Help • Decrease case load • Slower TTR (customer • handles easy cases)

  33. Coaching Workflow Assessment Stone Cobra Service Cloud 2 Console App Scheduled Coaching

  34. Need help Adopting KCS

  35. Contact Information Stone Cobra Team • makeitwork@stonecobra.com Direct Contact • Kevin Steele, VP of Alliances and Advocacy • ksteele@stonecobra.com • (703) 655-0629 • Twitter: @voiceofsteele • Skype: voiceofsteele

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