peregrine system’s help desk walking the talk kelly hoopes director, customer support peregrine...
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Peregrine System’s Help DeskWalking the Talk
Kelly HoopesDirector, Customer SupportPeregrine Systems
Agenda
Quality Initiative Programs
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2
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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