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Ten Steps to Creating a SharePoint Support Model. Geoff Evelyn. Identifying the problem.

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Presentation Transcript
slide2

Identifying the problem

“Good Customer service should be non-negotiable and service providers shouldn't hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers”

“70% of buying experiences are based on how the customer feels they are being treated“ (McKinsey)

“89% of customers have stopped doing business with a company after experiencing poor customer service” (RightNow Customer Experience Impact Report)

“It takes 12 positive customer experiences to make up for one negative experience” (Parature)

in this session we will solve the problem
In this session we will solve the problem
  • Practical techniques for creating first class SharePoint support environments
  • Strategic and Measured approach for the creation of a support model
    • Ten key steps in building support built on
      • What needs to happen?
      • Why does it need to happen?
      • Where should it happen?
slide5

Identify Staff Capability

    • Current Skills
    • Required Skills
  • Build an Inventory
    • Map SharePoint
    • Map Integration Services
    • Infrastructure
    • Contacts
a sharepoint customer is anybody who consumes what they perceive you have produced
A SharePoint Customer is anybody who consumes what they perceive you have produced…

What is a Customer?

Whether or not the customer’s perception is correct…

Whether or not you had produced it…

Whether or not you had intended to produce it…

slide8

Build the Customer Map

  • Identify Customer Importance
  • Language
slide10

Market SharePoint Support

  • Establish Call Procedures
  • Setup Training and Awareness Channels
slide12

Confirm where ownership of request lies

  • Chart the work and showcase
  • Ensure Customer feedback
slide14

360 degree feedback

  • Use UAT to confirm success
  • Analyse Failures and Successes
  • Be Proactive!
slide16

Justify ROI

    • Time taken to solve
    • Lost user productivity
  • Record resolutions
    • How Do I
    • FAQs
  • SharePoint Helpdesk 2013
slide18

Build Business Rules

    • Policy aids Standards
  • Establish or use existing Change Control Mechanisms
  • Develop Statement of Operations
slide20

THEOUTSIDEWORLD

Resource

Complaints

requests

Results

Impressions

Influencer

Resource

marketing

requests

Enquiries

HELPDESK

Solutions

Results

SHAREPOINTRESOLVERS

SUPPORT

USERS

ADMIN

Priorities

Solutions

Complaints

Commercial

pressures

Quality

Commercial

surveys

pressures

Get Out and Mix

Create Channels and Utilise

Evangelise your Support offerings

Learn Customer Language

slide22

Don’t just Survey everyone

  • Carry out Random Phone Polling
  • Consider Participation Rewards
  • Conduct and LISTEN to what people say
slide24

Review and Schedule

    • Repeat steps 1 to 9
  • Be aware of the solution delivery model
summary
Summary
  • Customer Centricity is key to support delivery
  • Support Model should ultimately achieve enhanced User Productivity
  • Support is not just for Problem Solving, it’s for continuously anticipating and enhancing the user experience
resources
Resources
  • Get the book
    • SharePoint 2013 User Adoption and Governance, Chapter 8
  • Other Resources
    • SharePoint 2013 Helpdesk Site Template

http://www.sharepointgeoff.com/sharepoint-2013-helpdesk-site-available/

    • Starting off a successful SharePoint Platform Support model

http://www.sharepointgeoff.com/starting-off-a-successful-sharepoint-platform-support-model/

    • 7 ways of identifying a Super-Duper SharePoint Support Person

http://www.sharepointgeoff.com/7-ways-of-identifying-super-duper-sharepoint-support-person/

    • How much knowledge do you have to support SharePoint?

http://www.sharepointgeoff.com/how-much-knowledge-do-you-have-to-support-sharepoint/

it s sharepointgeoff
It’s SharePointGeoff!
  • Home: http://www.sharepointgeoff.com
  • Email: geoff@geoffevelyn.com
  • Twitter: @geoffeve
  • Yammer: Geoff Evelyn
  • Been using SharePoint since 2003 !
  • 3x SharePoint MVP
  • Author:
    • SharePoint 2013 User Adoption and Governance
    • Managing and Implementing SharePoint 2010 Projects
    • M.O.S SharePoint 2010 Study Guide
    • Co-Author M.O.S Microsoft Office 2010 Study Guide
  • Institutions:
    • Analysts and Programmers
    • Information Management Systems
    • Engineering Technology
    • Chartered Institute of Information Technology
  • Mad on the Saxophone