case study in improving csat with troubleshooting skills
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Troubleshooting: A Case Study in
Improving Customer Satisfaction
Jeremy Stephens, Corptax
Malcolm Carlaw, Impact Learning Systems
Poll: What type of offering do you personally support?
Software
Hardware
Services
All of the above
Primary Drivers of Customer Satisfaction
Customer
Satisfaction
Time to
Resolution
Service Skills
Employee
Satisfaction
What are the Issues?
Poor or Good
Troubleshooting
Skills
Resolution
Time
Documentation
Hand-offs
Call-backs
Collateral
Damage
Lost
Trust
Unnecessary
Parts
Ordering Additional
Resources
Employee
Satisfaction
Resolution Time Drives Customer Sat.
Data developed by MetricNet
Engineer Satisfaction Drives Customer Satisfaction
Data developed by MetricNet
What is in the balance?
Customer Satisfaction
Operational inefficiencies
Lost trust – clients/co-workers
Morale
7
Poll: What are your top two troubleshooting issues?
Resolution time
Hand offs/ documentation
Operational inefficiencies
Lost trust – client/co-workers
Employee satisfaction
Mitigating the Problem
Troubleshooting skills vs technical knowledge
Critical thinking
Common troubleshooting process
Common language
9
Common Troubleshooting Process
E-book available with details about each of these steps
Good
Decision
Making
Diagnostic Troubleshooting Process
Problem Identification
Problem
Resolution
Verify
Problem
Define
Problem
Isolate
Problem Identify
Cause
Justify
Solution
Resolve
Problem
Problem Identification Problem Resolution
Level 1 support
Setup
Results
Operational Efficiency
Increased Satisfaction
Typical results
» 5-9% improvement in TTR
» 4-8% improvement in C-SAT
» Focus on specific metrics
Support Staff Excellence Program
2009, 2010, 2011
2012 (pending)
Case Study: Corptax, Inc.
Jeremy Stephens
Manager, Customer Support
About Corptax
14
Corptax Support
88% percent of support staff are accounting professionals
15
Poll: How do you measure resolution time?
• Months
• Weeks
• Days
• Hours
• Minutes
16
Our Story
• 2008 Launched Customer Support training with Impact Learning
• Results indicated other weaknesses to fill
• Q1 2009 Launched Diagnostic Troubleshooting
17
Implementation Issues
• Lack of Executive Support
• Scheduling Issues With Home-Based Staff
• Management Requires Training
18
Adoption
“This training was very helpful. The tools to identify the root cause — and not just the underlying direct
cause — have helped me save a tremendous amount of time and has helped me obtain quicker resolutions
for my customers.“
Shellie Bailey, Customer Support
19
Maintaining the Focus
• Syncing Troubleshooting skills adoption with Q/A process
– “The program was valuable in providing a structural process for troubleshooting.”
• Reinforcement tools
– Weekly “announcements”
– Poster reminders
20
Customer Surveys
21
0.89
0.91
0.93
0.95
0.97
0.99
08
Q3
08
Q4
09
Q1
09
Q2
09
Q3
09
Q4
10
Q1
10
Q2
10
Q3
10
Q4
11
Q1
11
Q2
11
Q3
11
Q4
12
Q1
Skills and Knowledge
First Contact
22
35%
40%
45%
50%
55%
60%
65%
09
Q1
09
Q2
09
Q3
09
Q4
10
Q1
10
Q2
10
Q3
10
Q4
11
Q1
11
Q2
11
Q3
11
Q4
12
Q1
First Contact Resolution
24 Hour Solution
23
0.6
0.65
0.7
0.75
0.8
0.85
0.9
09
Q1
09
Q2
09
Q3
09
Q4
10
Q1
10
Q2
10
Q3
10
Q4
11
Q1
11
Q2
11
Q3
11
Q4
12
Q1
Resolved Within 24 Hours
SLA Achievement
24
0.93
0.94
0.95
0.96
0.97
0.98
0.99
1
09
Q1
09
Q2
09
Q3
09
Q4
10
Q1
10
Q2
10
Q3
10
Q4
11
Q1
11
Q2
11
Q3
11
Q4
12
Q1
SLA Achievement
Beware of Success Q1 2012
25
Award winning
LEVEL 1 & 2 2011
LEVEL 1 & 2 2010
LEVEL 1 2009
Excellence in Support Services – Small Company
Excellence in Support Services – Emerging Companies
Finalist – Continuous Improvement in Support Services
Additional Information
Next step: Deeper dive into the product
Thursday May 31st 10:00 AM PT
Tuesday June 5th 11:00 AM PT
Questions?