REI Case Study • Climbing to New Heights Within your Help Desk • with Dave Stockwell • Help Desk Supervisor • Recreational Equipment, Inc. • www.rei.com
REI Case Study • Climbing to New Heights Within your Help Desk • 3 Keys to a successful deployment of your workforce management system. • Reduce your support costs through increased back-end operational organization. • Give customers the ability to provide ongoing feedback to help improve business processes.
REI Case Study • REI Background • REI is an outdoor retail co-op dedicated to inspiring, educating and offering high-quality outdoor gear and clothing to its more than 2 million active members and the community for a lifetime of outdoor adventures. • Founded in 1938 by a group of Pacific Northwest mountaineers seeking quality equipment, REI is committed to promoting environmental stewardship and increasing access to outdoor recreation through volunteerism, gear donations and financial contributions.
REI Case Study • REI’s Help Desk • Philosophy = Proactive problem resolution & education. Become a true one stop shop. • Customer Base = Approx 7500 employees (depending on the season) • Staff = 6 Technicians, 1 Access Administrator and 1 Lead. • Supporting Cast = Desktop, Server, Network & Application support. • Win 2000/2003 – AS400 – Unix - Mac
REI Case Study • Remedy History • First install in 1998 • 2000 - Upgraded to V4. • 2001 - Implemented ARWeb. • 2002 - Added Custom HR call center app. • 2003 – Upgraded to V5 & added custom facilities call center app. • 2005 – Upgrade to V6 and ITIL versions of Help Desk and Change Management.
REI Case Study • 3 Keys to Success • The Support Center owns the product used to track your work. • Share the wealth and responsibility • Develop your implementation plan with the whole package in mind.
REI Case Study • 1. • The Support Center owns the product used to track your work. • The experts (Help Desk Staff) oversee the use of the process. They open more tickets than anyone else and know the workflow. • The Help Desk staff understand the whole of the Category/Type/Item list. • Help Desk staff act as coaches as each team creates their CTI and Severity matrix list.
REI Case Study • 2. • Share the Wealth and Responsibility • Don’t just keep the tracking tool to yourselves. Get all service centers online. Examples: HR, Facilities, Telecomm. • Tie participation to the individual’s and department’s reviews. Make them responsible for their use of the system. • Plan for regular reviews of the system to accommodate corporate changes.
REI Case Study • 3. • Develop your implementation plan with the whole package in mind. • Future costs to re-engineer will be avoided if you plan for upgrades now. • Create a steering committee and have a full plan before you start using the tool. • Set an upgrade schedule to predict costs and impacts. This will help in determining when best to install additional functionality.
REI Case Study • Reduce Support Costs Through Increased Back-End Operational Organization. • (I swear I didn’t come up with this title) • AKA: • Work Smarter, Not Harder. • Metrics. • Change Management. • Integration leads to Automation.
REI Case Study • Metrics • Step 1: Determine what measurements you want to use with the new system. • Step 2: Start your measurement immediately to create historic records. • Step 3: Continue to review your numbers throughout the installation and training. • Step 4: Report your progress to the whole company.
REI Case Study • Implement Change Management sooner than later. • Track ALL changes. • Track ALL changes. • Yes, you even have to track those changes too! • The power of change management to reduce the impact to your customer and eliminate the cost of duplicate efforts is the single most powerful piece of information here today. It is also to most difficult to implement.
REI Case Study • Integration leads to Automation • Examples: • Automated Password Reset led to Automated Account Provisioning • Remedy email service became fully automated ticket generation when tied to server monitoring tools.
REI Case Study • Give Customers the ability to provide ongoing feedback through surveys for improved business processes. • Automatic surveys tied to the call tracking system allows support staff to proactively respond to the customer’s needs. • You quickly identify and eliminate repetitive issues. • You gain a clear understanding of where to focus your efforts by comparing perceived hot spots with statistical data.
REI Case Study • Summary • Your Support Structure owns the product. • Have a fully developed plan in place before you put any product into action. • Use the tools to integrate the efforts of the IS division. • Listen to your customers and report your work. • It all ties to ITIL • (See George Spalding’s ITIL presentation today at 2:30)
REI Case Study • ? • (Questions)