peregrine system’s help desk walking the talk kelly hoopes director, customer support peregrine...

Peregrine System’s Help DeskWalking the Talk

Kelly HoopesDirector, Customer SupportPeregrine Systems

Agenda

Quality Initiative Programs

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2

3

4

Training Programs

People Programs

About Peregrine Systems

About Peregrine Systems…• Founded in 1981 • Headquarters in San Diego California with offices

worldwide• Develops asset and service management software

solutions as follows: Service Management: ServiceCenterAsset Management: AssetCenterEmployee Self Service: Get-Answers, Get-Services, Get-

ResourcesDiscovery: Enterprise Discovery, Network Discovery,

Desktop DiscoveryConnecting: Connect-It

About Peregrine Systems…

• 120 Support Analysts in 5 regional offices• Average of 4000-5000 support requests resolved each

month• Customer Satisfaction at 95+% measured through

transactional survey sent when an incident is resolved• Customers access self service knowledgebase website

at rate of 7,000 per week

Customer Support

CenterPoint Analyst PortalPeregrine

ServiceCenter & Apropos Technology

ACD Apropos

Inbound Call

Learning ManagementSSPA SkillTrack

Employee EngagementKenexa

Performance ManagementSuccessFactors

Reward ManagementBrevanta

CenterPoint WebCustomer Portal

Loyalty SurveyPrognostics

Transactional Survey

PeregrineServiceCenter

(managed outside of Support)

Profiler ToolMotive Profile

Knowledge Management

PeregrineGet-Answers

Remote ControlMicrosoft Live Meeting

CenterPoint

Peregrine Systems - Support Investments

ExternalFacing

InternalFacing

Customer SatisfactionPerformance

Service is the Differentiator

Services are today’s product– Service supports products (Past)– Service leads to new sales (Revitalized Trend)– Service is the product (Today)

Impact on the Support Organization– Greater demands on people, process, technology– Increased need for multiple services / delivery channels– Better, faster, cheaper service is a requirement

Certification

Elements

Customer Feedback

Service Delivery Process

Performance Metrics

Training Programs

Sales Interface

Corporate Commitment

Productivity Tools

People Programs

Electronic Service

Quality Management

Development Interface

Training Programs

People Programs

Quality Management

Quality Management

Quality Management

• External Audit (SCP Certification) Service Strategies

• Knowledge as the Center of Support (KCS)Consortium for Service Innovation

Quality Management

Training Programs

People Programs

Quality Management

Quality Management

Quality Management

Certification Audit Deliverables

• Audit report– Executive summary– Overall score and complete certification index– Conclusions and Recommendations

• Elements below compliance• Opportunities for improvement• Elements exceeding compliance

• Comparative benchmark report

Value of Certification ProgramIncrease Operational Efficiency• Examples

– Improved resolution time– Improved response time– Lower cost per interaction

• Result– Lower operational costs– Direct correlation to improving

customer satisfaction

Value of Certification ProgramArchitectural Plan for Success• Examples

– Provides framework to build world-class service infrastructure

– Helps set priorities based on unique criteria and element weighting scheme

• Result – Provides a roadmap for service improvement– Mature organizations use certification program

to assess capability• Validate good practices• Identified areas for improvement

Value of Certification ProgramGlobal Consistency• Examples

– Common service processes– Consistent use of tools– Standard set of service metrics– Knowledge capture and reuse– Service strategy and vision

• Result– Strategic Planning Focus– Consistent global service delivery

Value of Certification ProgramRecognition• Examples

– Internal recognition elevates perception of support within the company

– Customers appreciate the value of pre/post sales support• Result

– Raised awareness of the support organization– Becoming certified helped to raise internal/external

awareness of value of support– Leverage service as a competitive advantage– Market the certification achievement

Certification

Elements

Customer Feedback

Service Delivery Process

Performance Metrics

Training Programs

Sales Interface

Corporate Commitment

Productivity Tools

People Programs

Electronic Service

Quality Management

Development Interface

Learning ManagementSSPA SkillTrack

Employee EngagementKenexa

Performance ManagementSuccessFactors

Reward ManagementBrevanta

CenterPoint WebCustomer Portal

Loyalty SurveyPrognostics

Transactional SurveyPeregrine ServiceCenter

(managed outside of Support)

CenterPoint Analyst PortalPeregrine

ServiceCenter & Apropos Technology

Profiler ToolMotive Profile

Knowledge Management

PeregrineGet-Answers

Remote ControlMicrosoft Live Meeting

CenterPoint

Peregrine Systems - Support Investments

ElectronicService

Productivity ToolsElectronic Service

Productivity ToolsElectronic Service

Productivity ToolsElectronic Service

Customer Feedback

Customer Feedback Training Programs

People Programs

People Programs

People Programs

ProductivityTools

Training Programs

People Programs

Quality Management

Quality Management

Quality Management

• External Audit (SCP) Service Strategies

• Knowledge as the Center of Support (KCS)Consortium for Service Innovation

Training Programs

People Programs

Quality Management

Quality Management

Quality Management

P: Something loose in cockpit.S: Something tightened in cockpit.

P: Left inside main tire almost needs replacement. S: Almost replaced left inside main tire.

P: Test flight OK, except auto-land very roughS: Auto-land not installed on this aircraft.

P: Autopilot in altitude-hold mode produces a 200-feet-per-minute descent. S: Cannot reproduce problem on ground.

P: Evidence of leak on right main landing gear. S: Evidence removed.

Training Programs

People Programs

Quality Management

Quality Management

Quality Management

P: DME volume unbelievably loud. S: DME volume set to more believable level.

P: IFF inoperative. S: IFF always inoperative in OFF mode.

P: Suspected crack in windshield. S: Suspect you're right.

P: Number 3 engine missing. S: Engine found on right wing after brief search.

P: Aircraft handles funny. S: Aircraft warned to straighten up, fly right, and be serious.

Training Programs

People Programs

Quality Management

Quality Management

Quality Management

Knowledge as theCenter of Support (KCS)Consortium for Service Innovation

“KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization”

KCS seeks to:Create content as a by-product of solving problems Evolve content based on demand and usageDevelop a KB of our collective experience to-dateReward learning, collaboration, sharing and improving

Knowledge

Capture inThe workflow

Structure For reuse

SearchingIs creating

Just-in-timeSolution Quality

SolveLeadership

PerformanceAssessment

Contentvitality

WorkflowEvolve

KCS Processes

• Operational efficiency 30-60% improved time to resolve Increased support capacity >100% Improved time to proficiency – months to weeks Efficient creation of content to enable web self-help Identification/elimination of root causes

• Increased job satisfaction Less redundant work More confidence Reduced training time

• Increased customer satisfaction

Tangible Benefits

Training Programs

People Programs

Quality Management

Training Programs

Training Programs

•Product training•Customer communication skills •Technical skills•Tools and processes•Problem solving and troubleshooting

Quality Management

Quality Management

Training Programs

Peregrine Catalog

Training Programs

Learning Plan

Training Programs

Training Programs Learning Plan

Training Programs

People Programs

Quality Management

People Programs

People Programs

• Performance Review Process• Career Path Planning • Staff Communication Plans • Employee Feedback Process • Employee Recognition Programs

Training Programs

People Programs

People Programs

Performance Review Process

People Programs

Performance Review Process

PEREGRINE

Be Adaptable Communicate EffectivelyDrive for Results Inspire Trust Take Initiative Work Collaboratively

CUSTOMER SUPPORT

Knowledge and ToolsQueue ManagementSoft Skills

People Programs

Career Path Planning

Associate TSE

TSE SeniorTSE

StaffTSE

Senior StaffTSE

PrincipalTSE

Team Lead

Technical Group Lead

License Support Engineer

Field Support Engineer

Technical Specialist

Development CS Engineer

Process Lead

Product Lead

L1 Engineer L2 Engineer

Old Career Path

New Career Path

People Programs

Career Path Planning

Job Description Example

People Programs

Career Path Planning

People Programs

Staff Communication PlanCustomer Support Newsletter

• Product Updates (from Product Leads)• New Faces• Survey Comments (no names)• Birthdays• Employment Anniversaries• Other updates

Survey Follow-up / Action Plan

• Meetings to take place in cross-functional teams

• Team develops list of 3 ideas on what we can do to improve our workplace

• Feedback will be compiled and consolidated

• Employees will be asked to provide feedback using the “dot” feedback method on consolidated list

Employee Feedback Process

People Programs

Employee Feedback ProcessSurvey Follow-up / Action Plan

People Programs

Employee Recognition Programs

People Programs

Employee Recognition Programs

People Programs

Employee Recognition Programs

Horse Race

(August 2004)

Count Down to 2005

(December 2004)

Marathon(February 2005)

Contest / Challenges

People Programs

Employee Recognition ProgramsEmployee Appreciation Week

Monday, October 4th SUNDAY ON MONDAY!: Wear whatever you wear on Sunday morning. Pajamas or

sweats will be the attire of the dayBREAKFAST: (7:30 - 9:30) delivered to your desk, Browse the menu, make a

selection and allow us to serve youWEB GAMES BEGIN: (Instructions, rules and prize info to follow). Games that

everyone will enjoy (participation is not required)

Tuesday, October 5thICE CREAM SUNDAES: (11:30 am) Brought to you on a cart - no need to leave your

desk

Wednesday, October 6th FREE LUNCH: (11:00 - 1:00) (It’s free, what could be better?

People Programs

Employee Recognition ProgramsEmployee Appreciation Week

Thursday, October 7thGAMES OF SKILL: Instructions, rules and prize info to follow. Guaranteed to

make you laugh! (Participation is not required)Margaretville: (2:30 pm - 5:00 pm)Participation is not required, but highly

encouraged  

Friday, October 8thONE MORE FREE LUNCH: (11:00 - 1:00) It’s free, what could be better? CHAIR MASSAGES: Just what you need on a Friday. MANAGER CAR WASH: Leave for the weekend in a nice clean car –

Compliments of Management

Peregrine System’s Help DeskWalking the Talk

Kelly HoopesDirector, Customer SupportPeregrine Systems