online support: call deflection calculations and other black arts janet petersen ic layout &...

Online Support: Call Deflection Calculations and Other Black Arts

Janet PetersenIC Layout & Verification Support Manager

[email protected]

Christine EgliOnline Support Product Manager

[email protected]

June, 2004

SCP Best Practices Showcase

mailto:[email protected]

mailto:[email protected]

Janet Petersen, Christine Egli, SCP Best Practices Showcase 20042

Agenda About Mentor Graphics

Why Change?

Online Support Investments

Metrics and Call Deflections

Change Management

What Next?


Mentor GraphicsWilsonville, Oregon U.S.A. Headquarters

• 300,000 Square Feet of Office & Laboratory Space• 3,600 Employees Worldwide

• 1,000 at Wilsonville, Oregon Headquarters• Revenues over $675 Million in 2003


What is Electronic Design Automation (EDA)?

The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems.

It is time-critical technology used to design the most complex system-on-chip (SoC) semiconductors & printed circuit boards.

Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million.


Introductions... Mentor Graphics Corporation

A technology leader in Electronic Design Automation solutions Established in 1981; 3700 employees worldwide Annual Revenue: $675M+; Support Revenue: $250M+

350+ support professionals in 14 countries worldwide 8 SCP Certified Support Centers, 5 more planned in 2004


Customer Support Division (CSD) Vision

To be the Services leader in solving our customers’ design problems anytime, anywhere, any task

Mission Eliminate the barriers between our

customers and our technology Establish Support as a competitive

differentiator for Mentor Graphics

The only 5 STAR support in EDA

Why Change What’s Working?


Compelling Events to Change

Start-up FrenzyStart-up Frenzy

Project KCSProject KCS

North American Roll-outNorth American Roll-out

Knowledge-CenteredSupport Adoption

Knowledge-CenteredSupport Adoption

Reactive > ProactiveReactive > Proactive

Contributing EditorsContributing Editors

SupportNet TodaySupportNet Today

19991999 August2000

August2000

December2000

December2000

February2001

February2001

December2002

December2002 March 2003March 2003 Spring 2004Spring 2004

GTS - KCSGTS - KCS

Online Support Investments

“Make SupportNet the First Line of Support”


SupportNet circa 2001


SupportNet circa 2002


SupportNet 2004


Web Support Investments

0

5,000

10,000

15,000

20,000

25,000

30,000

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ect T

rack

ing,

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ail N

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Mass Reg. Program

KnowledgeBase Marketing Launch:

Biggest Brain ContestMarketingProjects

SupportNetProjects


Metrics: First Support ResourceSupportNet becomes the first line of support

20%

2002 2004 change

1

2

3

4

5

rank

Co-Worker 20%

Phone Support 20%

Documentation 17%

SupportNet 15%

Internal Help Desk 15%

SupportNet 25%

Documentation 15%

Phone Support 14%

Co-Worker 12%

Internal Help Desk 13%

Source: Customer Support Annual Surveys


Metrics: Service Request Source

% of SRs Opened via SupportNet - Regional Breakdown

0%5%

10%15%20%25%30%35%40%45%

Jan-

02Fe

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Mar

-02

Apr

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May

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NA

EUROPE

JAPAN

PACRIM

Goal = 35% Opened via SupportNet by Dec. 2004

27% overall in May


Metrics: Newsletter Drives KnowledgeBase Usage

Monday Distribution drives hi-volume Tuesdays

August Unique TechNote Views

0

200

400

600

800

1000

1200

1400

1600

Da

ily V

iew

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unique soln

Weekend

Tuesday


Metrics: Online “Resolutions”

Worldwide Customer Support

0

1000

2000

3000

4000

5000

6000

7000

Re

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d C

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tom

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Iss

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s

200.0

250.0

300.0

350.0

400.0

450.0

500.0

CS

D H

ea

dc

ou

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Resolutions Closed SRs Headcount

764 resolutions in May- 13%

6000 ResolvedService Requests in May


Metrics: Calculating Monthly SupportNet “Resolutions”

Fine Print:Examples illustrate July’03 statisticsAssume a maximum of one problem per dayUsage drivers based on spot-checks & TechNote title analysis

Unique User Sessions/mo.(5,294)

Solve Rate =45% = 473Rate based on customer responseWhy Customers Use SupportNet KnowledgeBase

Critical Problem = 1058

20%

Non-critical Problem35%

Newsletter click-thru

20%

Research25%

5294 Total KnowledgeBase visits/month

Step 1:

Step 2: Step 3:

473 critical problemssolved by KnowledgeBase


Metrics: Cost Savings

The Delicate Dance of Characterizing Savings

Customer Support Division Operating Budget

15% Resolved online40% cost of knowledge60% applied to other projects

=$ 5 million we can spend on otherprojects, investments, etc.

Change Management


Proactive Knowledge Creation: Shift from reactive telephone support to proactive knowledge creation/sharing Performance Plan Director of Operations Quarterly Tour Reporting of metrics, progress, kudos

Measure the right stuff (Balanced ScoreCard, KPI) Publishing Metric

Goal: 50% of all TechNotes Adoption Metric

Goal: 20% ‘Use in Workflow’ Communication from all levels of management

Celebrate early successes Be realistic Invest in infrastructure, time, resources

Managing Change


Backup: “Online Resolutions” Calculations

Unique KnowledgeBase visits per month Count of the number of users who used SNKB during the month Assume a maximum of one problem per day per user

Percentage of critical problems Assume only one out of five visitors would have called to open a ticket Based upon CAE spot checking, experience, and our effort to be conservative

Solve Rate Calculate by dividing the number of TechNotes that “solved the problem” by

the total number of TechNotes rated during the month

SupportNet KnowledgeBase Resolutions= (Unique Sessions per month) x (Percentage of acute problems) x (Solve Rate)


Metrics: Internal Creation/Reuse vs. Call Volume

CSD Roll-up - FloodeenCSO-NA+Europe/MGI+MGJ+PacRim

0

1000

2000

3000

4000

5000

6000

O-02 N-02 D-02 J-03 F-03 M-03 A-03 M-03 J-03 J-03 A-03 S-03 O-03 N-03 D-03 J-04 F-04 M-04

No

. C

all

s

0

200

400

600

800

1000

1200

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ate

& R

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No. Calls Get Fix From Primus Creates Reuses


Solving Problems OnlineDirect Customer Feedback

“I had a problem, searched the site, and found an answer in about 3 seconds. Very nice!”

“Amazing! I would have had no idea this was the (problem) cause.”

“This is great! I did not have to bother anyone with my question. Thanks.”

“This is one of the few times I've enjoyed being told where to go and what to do!”

“You cannot improve it…perfect the way it is. Thank you for saving me a phone call.”

“Complete solution, great.”

“This was great. All I had to do was type in the error then a list came up and my problem

was in the first result. This is a great tool to use and have.”

“Exactly what I needed - worked like a charm.”

“This is the best of all to answer the question!”

“I discovered much faster startup of jobs with this setting changed! (-:”

“This finally fixed a problem I have wrestled with for two hours. Thanks.”

Thank You

online support: call deflection calculations and other black arts janet petersen ic layout &...

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support professionals

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