strategies for adopting self service and automation
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Self-Service and Self-Service and Automation StrategiesAutomation Strategies
Dan WilsonHDI Motown Chapter President
HDI Member Advisory Board Member at LargeClient Services Manager, Volkswagen Group of America
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AgendaAgenda
DefinitionsDifferent Customer Segments ChallengesSelf-ServiceAutomationQ& A
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DefinitionsDefinitions
• Self-Service – Serving oneself without aid; Level 0 Support
• Automation – A tool or process that helps the Service Desk quickly prioritize, elevate, track, and resolve service requests either without or in support of the agent
• Self-Healing – A system’s ability to perceive that it is not operating correctly and, without human intervention, make the necessary adjustments to restore itself to normal operation; Autonomic Computing
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Different Customer Segments Different Customer Segments
• SMB Space– Want it to just work, NOW– No Patience for Self-Service– Service Desk fulfills emotional aspects of support
• Enterprise Space– “Captive Audience”– Want to learn (depends on firm)– More patience– Less emotional aspects of support
• Education Space – On the fence, depends on the department too
• Engineering & Business – Similar to Enterprise• Math, Sciences, Human Services, Educations – Similar to
SMB• Note: Generational differences even more
diverse … evolutionary change
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ChallengesChallenges
Customer Acceptance – Know thy customer!
WIIFM – What’s in it for me?Costs of implementationComplete and Continued CommitmentPatienceCreates excess capacity (now you have
too many employees)Proof of success
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Self-Service HistorySelf-Service History
Non-IT - Gas Station Pumps, Vending Machines, ATM, Self-Checkout, Airport Check-in, Toll Booths
IT Related – Service Desk Webpage, FAQ’s, KB, IVR, Kiosk
Other Hot Areas: HR, Banking, Retailers
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Self-Service RequirementsSelf-Service Requirements
• Unified Mission• Vendor selection: Be picky and take your
time!– Note: Fulfill req. for IT and User functionality
• Metrics and measure of success• Focus on High Volume Issues
– Password reset, training, setup documentation• Make Transactions Intuitive • Assign/Hire Knowledge Admin (or owner)• Constant feedback (customers, agents, SMEs)• Keep it current/relevant!
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Self-Service Benefits/ROISelf-Service Benefits/ROI
• Good– Decreased call volumes (est. 15-50% over a year)– Agents have more time for important/more difficult
issues– More proactive– Improved stability of infrastructure– Less downtime
• Bad– Less call volumes = Labor cost savings?– FCR Impact– Could be fatal if testing is ineffective
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Self-Service Real Life ExampleSelf-Service Real Life Example
• At Handleman, Password resets > 54% of call volume so we implemented a Password Reset Tool
– Results:• Dedicated Admin (not full FTE)• Involved IT Security Department• User Focus and Test Group• Lots of documentation• Dozens of training classes• Patience and persistence• Service Desk championed continued use
– Pitfalls:• Tried to rush it• Vendors position of “very user friendly”• Not knowing our customers• Project on schedule and over budget (based upon hours spent)
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IT Automation HistoryIT Automation History
ScriptingAlerting and behind the scenes
repairs (Customer Perceived Automation)
Self Healing Technologies
Anyone remember this advancement??
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Automation RequirementsAutomation Requirements
• Unified Mission• Commitment and dedication
– Note: Scripting is an art, not a science• Metrics and measure of success• Focus on High Volume Issues
– Basic PC Maintenance, service restarts, security patches, reboots, malware sweeps, etc.
• Baby steps• Test, Test, and Test again• Constant feedback (customers, agents, SMEs)• Communicate changes to Users
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Automation Benefits/ROIAutomation Benefits/ROI
• Good– Significantly decreased call volumes– Agents have more time for important/more difficult
issues– Less Escalations & Costs– Business Risk Mitigation
– Improved stability of infrastructure– Less downtime– Security improvements
• Bad– Less call volumes = Labor cost savings?– Self-service is not a cure-all (mgmt perception)– Impact on FCR & Cost/Call– Could be fatal if testing is ineffective
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Automation Real Life ExampleAutomation Real Life Example
• At PMV we invested in a tool and a FTE ($60k/yr) for Automation and scripting of tasks
• Results:– 50% reduction in call volumes– Zero user initiated spyware/virus calls from customers in
6+ months– Improved stability and performance of infrastructures– Find a common issue, we automate it – High end scripts to the rescue
• Pitfalls:– Not enough warning to users– Rush jobs– Ineffective Testing
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Self-HealingSelf-Healing
History◦Unveiled by IBM 20 years ago◦Was mostly focused on Midrange systems◦Recent focus on WinTel system
Thoughts◦Tools advancing by the minute◦Lacks solid cross-platform support◦Cost could be a factor
Many vendors, new ones daily…
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Q&AQ&A