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Support Center Interaction Workshop Update

Support Center Interaction Workshop Update. April 23, 2013. Phases of Support Interaction Project. * Phase 1 includes Americas & UK. Why is a Support Center Interaction Process needed?. E-mail to CSE. E-mail to CEM. Call to CSE. Email to L1 DL’s. Call to CEM. Walk-ups. Call to DM.

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Support Center Interaction Workshop Update

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  1. Support Center Interaction Workshop Update April 23, 2013 NetApp Confidential – Limited Use

  2. Phases of Support Interaction Project * Phase 1 includes Americas & UK. NetApp Confidential – Limited Use

  3. Why is a Support Center Interaction Process needed? E-mail to CSE E-mail to CEM Call to CSE Email to L1 DL’s Call to CEM Walk-ups Call to DM Email to Global Control Desk DL’s NetApp Confidential – Limited Use

  4. Improved Guidance for FS and SAM • Establishes Pre-Escalation Basics that SAM and FS own before asking for CSC assistance. • Reinforces positive escalation behaviors that promote OneTeam and clearly articulates behaviors to avoid. • Introduces the vetting process and opportunities to reset expectations as tools for SAMs to leverage for escalation avoidance. • Establishes a clear criteria for “Hot” and “Not Hot” to help the teams decide which path to take for helping customers. NetApp Confidential – Limited Use

  5. Current Process NetApp Confidential – Limited Use

  6. Proposed Two-Path Interaction Process Path 2: Email One-stop for All Other Cases Path 1: Call to DM for Hot Cases Email one-stop for everything else. Live calls with (email follow-up) resolve hot issues quickly! • Both paths offer: • Review of template information from FS/SAM & routing to appropriate team. • Follow-up with FS/SAM on new owner or action taken. • Tracking to ensure action was completed! NetApp Confidential – Limited Use

  7. Path 1: Call to DM Call the DM for Elevated Customer Temperature one or more of the following: * DM might need to level-set with realistic expectation. NetApp Confidential – Limited Use

  8. Path 2: Email One-stop Email the Control Desk for: Everything else. NetApp Confidential – Limited Use

  9. Proposed Two-Channel Benefits NetApp Confidential – Limited Use

  10. Keys to Success • Customized by audience • General audience process overview • Field Support & SAM • Duty Manager • Metrics & accountability through Brainshark • Quick trainings • GSLPTV • “I’m Glad You Asked” • Newsletter • Progress & updates • Program changes • Postcards • Process reinforcement • Program highlights • Training announcements • Information Center • Remains centralized ‘authority’ • Process docs, reference, & forms • Potential supplemental forums • Community • GSLPTV Channel NetApp Confidential – Limited Use

  11. Timelines OneTeam Workshop SAM/FS survey Support Interaction Workshop Create & review documentation Roll out Phase 1 (Americas & UK) Review for success & assess for global implementation Sustained monitoring & oversight of program NetApp Confidential - Internal Use Only

  12. Dependencies/Risks NetApp Confidential – Limited Use

  13. Support Interaction Branding NetApp Confidential – Limited Use

  14. Detailed Process – DM - HOT Note: If the Duty Manager determines that the case does not meet the criteria for a Hot Case, they refer the Originator to the Email template to begin the process for Other Cases. NetApp Confidential – Limited Use

  15. Detailed Process – CD E-mail (other) Note: In cases where the Control Desk can resolve the escalation without external assistance, the Control Desk will communicate the resolution directly to the Originator and update the case email thread. NetApp Confidential – Limited Use

  16. Action Template NetApp Confidential – Limited Use

  17. Communication Leads • We’re looking for communication leads to: • Share Support Interaction Program progress with their teams • Rally your teams to drive an “all in” mentality • Need a representative from each group NetApp Confidential – Limited Use

  18. Program Feedback Feedback on the Support Interaction program? Contact: Dominic Christiano (dominicc@netapp.com) Roxy Steiner (rsteiner@netapp.com) NetApp Confidential – Limited Use

  19. Next Checkpoint • Our next scheduled checkpoint is August 2013. NetApp Confidential – Limited Use

  20. NetApp Confidential – Limited Use

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