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HDI World Conference March 9-12, 2008

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Presentation on theme: "HDI World Conference March 9-12, 2008"— Presentation transcript:

1 HDI World Conference March 9-12, 2008
“Building a Web Self-Service Portal: Keys to Success”* By Paul M. Dooley Optimal Connections LLC Welcome everyone! Mention the name of the presentation. OPENER Ask people about whether they have had an experience like this… Had a need to find an answer to a common question, or need a solution to a problem Had to call and wait on online for much too long! Or.. Went to a company’s web portal, and it was a big disappointment Little or no info there Or hard to use, not intuitive Or SLOW? Bottom line, there must be an easier way – and there is. Today we are entering a time of customer empowerment, A multi-channel support environment where customers are made a part of the support picture, equipped with Information and solutions that keep them informed, help manage their expectations, and provide them with Immediate solutions. The dynamic, personal web portal. HDI World Conference March 9-12, 2008 Also an HDI “Focus Book”

2 Agenda The Trend today: Customer Empowerment
What’s in It for You and the Customer? Popular Portal Applications Key Steps in Implementing Your Web-based Portal Keeping it Going for Continued Success Q&A Run through agenda Tell them what you are going to tell them Optimal Connections, LLC

3 The Trend Today: Customer Empowerment
The trend today is toward globalization, 7 x 24 coverage, and multi-channel support. Customers are asking for… Choices – to get support how and when they want it Convenience - the right reporting channel for the issue Availability - to avoid problems in the first place! Empowerment - to be informed Return on Investment - to get the most from their system People – rather than big media - are taking a big part themselves in creating and driving media (witness YouTube and similar web destinations) Traditional news media are now migrating to an online format In fact, any business without a respectable web site is like a business without business cards – its just plain expected these days! Trend – a move of media power to the people People publishing their own media People empowered to set up their own web sites – My Space, Facebook Media is going thru a transformation Print media -> to the web Time frames are also being compressed – faster pace of change necessitates this We have to recognize this and realize that support must play a part in empowering customers Optimal Connections, LLC

4 The Web is “power to the people”
More than ever, its power to the people - with new web trends such as … Wikis – where the people publish the content themselves under the guidance of a hosting organization Blogs – web logs where individuals share their thoughts, opinions and advice via online journals Personal websites – via tools like MySpace, that are forming a new communications platform for people In the IT industry, the trend is for the support centers to function more like a business, where end-users are treated like “customers” and the emphasis is on keeping costs to a minimum, while maximizing productivity, customer and employee satisfaction One important way to accomplish this three-fold purpose is to deploy an effective web self-service portal for customers Just like your business parent has a web site that portrays its “image” to the customer So also you support web site must portray your service/support image to your customers Its your “storefront” for your customers Optimal Connections, LLC

5 What’s in It for Customers
Access support anytime – a web support portal is available whenever customers need help – 7 x 24. Better understanding of the support center – with easy access to SLAs, policies, and info, expectations are more accurately set. Increased availability of solutions – customers enjoy increased and faster access to common solutions Higher system availability – fast access to solutions leads to higher uptime and customer satisfaction The ability to collaborate with other customers – a web portal provides the ability to chat with customers Ability to influence support services – by submitting feedback, requests for enhancements Why would your customers be interested? They can access support anytime – while phone access to the support center may be restricted to certain hours, a web support portal is available when you want help – 7 x 24. They will get a better understanding of the support center – with access to service levels, support policies, and user guides, the customer end-user has a better understanding of how to interact with the center. Expectations are more accurately set. Ultimately what do they want? Increased availability of solutions – with access to a content rich support portal, customers enjoy increased and faster access to solutions, especially for common problems. A key benefit for your customers is higher system availability – fast access to more solutions leads to higher uptime and satisfaction – with their systems, as well as with the support organization A portal can also provide the ability to collaborate with the support center and other customers more effectively – a web portal may provide chat and online ‘customer communities’, where customers can share tips, techniques and other information with one another. Your portal can also build relationship with customers by offering the ability to influence support services – by submitting feedback, requests for enhancements Optimal Connections, LLC

6 What’s in It for the Support Center
Makes it easy for customers to do business with you Access: customer satisfaction driver Position as being available 7 x 24 Publish services and set accurate expectations Key to satisfaction: accurate expectations Service catalogs and SLAs are key Communicate your service offerings Enable customers as “support partners” – let customers access solutions Make it convenient to submit service requests Service requests are planned don’t necessarily demand phone support Can be handled more cost-effectively via a portal Be proactive and avoid problems Tell customers about problems before they encounter them! Reduces costs, increases customer satisfaction, productivity Keep Customers Informed By handling “How To” questions, status requests, or misc. questions. So why would YOUR SUPPORT CENTER be interested in a web portal? A web portal makes it easy for customers to do business with you. Access is important for customer satisfaction, and most customers have access to the web at their finger tips. Deploy a web portals to position yourself with customers as being available 7 x 24. Publish services and set accurate expectations. A key to achieving customer satisfaction is setting accurate expectations in the first place. Customer service catalogs and SLAs are key instruments in defining and documenting expectations on the part of customers and the support center, but once documented this information needs to be published to customers! Why not leverage your web self-service portal to communicate your service offerings and set expectations about what you do and don’t deliver? Enable customers as “support partners” – you also benefit when customers solve simple issues without a phone call Make it convenient to submit service requests Lower priority service requests don’t necessarily demand phone support Most are ‘planned’, and don’t require fast response and resolution Can be handled more cost-effectively via a portal Be proactive and avoid problems Tell customers about known problems before they encounter them! Reduces costs and increases customer satisfaction and productivity Keep customers informed proactively do they don’t have to call Optimal Connections, LLC

7 What’s in It for the Support Center
Collaborate with and enable customers Let them take on more of the support challenge – posting enhancements, sharing tips, submitting solutions, updates Market your value Use the web as a platform to market your value Display your mission, publish successes, and promote your value Create a competitive differentiation Set your support center apart. Today its all about ‘standing out’. Reduce costs Through self-service, proactive problem management Do more work with the same level of staff and infrastructure. Improve performance By reducing incidents, staff will have increased time for the back log Improve effectiveness and efficiency Reporting status, answering “how to” questions, and processing service requests can be handled much more effectively Collaborate with customers. Enable customers to take on more responsibility for the support challenge – posting suggested enhancements, sharing tips and techniques with each other, submitting their own solutions, and sharing updates to any incidents they have in progress. Market your value. “It doesn’t matter how good you are if no one hears about it”. A self-service web portal provides your center with a platform and opportunity to market your value. Display your mission statement, publish success stories, and promote your value proposition. You have the chance to create a competitive differentiation. Use your web portal to set your support center apart from the pack. If your competitor doesn’t have one, you’re ahead.! Your site can also outperform the competition - if done right Today’s business is all about ‘standing out’ from the competition. A web portal can also reduce costs – by eliminating or reducing the frequency of certain types of incidents and service requests, the support center effectively reduces costs. The result: the center can do more work with the same level of staff and infrastructure. Improve performance as well By reducing the incidence of many types of calls, staff will have increased time to devote to incidents already in progress Thereby reducing average resolution time. Improve effectiveness and efficiency All about “doing the right things”, then “doing them right” Right things are about being effective – keeping customers informed, empowering them with solutions Doing this right – involves deploying a quality web portal Its not effective for support analysts to spend valuable phone time reporting status on incidents, answering simple “how to” questions, or processing service requests that could be handled much more effectively through automation Use valuable analyst time more effectively by equipping customers to resolve simple issues. Optimal Connections, LLC

8 Popular Web Portal Applications and Sample Portal
Automated Status Reporting Web incident entry/update for customers Answer “How to” questions and provide solutions to simple repetitive problems Process routine service requests Provide proactive advisories Download center for updates Fast access to online documentation Enable customer collaboration with chat Publish service levels and a service catalog Keep customers informed about policies Let’s summarize the most popular web portal applications, then look at each of these in turn Automated Status Reporting Web incident entry/update for customers Answer “How to” questions and provide solutions to simple repetitive problems Process routine service requests Provide proactive advisories Download center for updates Fast access to online documentation Enable customer collaboration with chat Publish service levels and a service catalog Keep customers informed about policies Optimal Connections, LLC

9 Popular Web Portal Applications Automated Status Reporting
More timely status reporting is an opportunity for improvement in most support centers By maintaining a ‘user profile’ and integrating it with your SMS, your portal can keep customers informed about their incident status Report by number, location, date, and other criteria. Summary information and drill down reporting should be available Benefits: Set expectations more accurately, and keeps customers informed Maintains customer satisfaction levels Averts incoming calls for status, lowering costs and ensuring higher productivity Challenges: Analyst writing skills Quality incident logs to capture timely & accurate incident status Web integration with your SMS to automate the process Status reporting – normally an opportunity to improve in most centers How many here have customers calling for status? Result: Valuable time take up by analysts Reactive approach – customer is already unhappy having been uninformed Solution: be proactive, and provide updated status reporting to customers regarding the status of incidents and service requests in progress. After logging on, customers should be able to query the status of open incidents/requests by number, location, date, and other criteria. Summary information and complete drill down reporting should be available. Key Benefits: sets expectations more accurately, and keeps customers in formed. Maintains customer satisfaction levels, while averting incoming calls for status. Ensures higher analyst productivity in the support center. Challenges: the web integration capability of your Service Management System. You’ll want to integrate your web portal with your SMS, so that status updates are posted and made available automatically. Optimal Connections, LLC

10 Automated Status Reporting Easy Access to Status
Here is an example of automated status reporting on a portal Features: Used a “profile” to determine users organization and related incidents Allowed user to see incident summary and detailed updates Note: if showing detailed status, you must have the foundations in place Business writing skills by analysts Quality incident logs, with a monitoring process to ensure this Optimal Connections, LLC

11 Popular Web Portal Applications Log or Update Incidents
Customers enter/ update incidents by themselves for lower priority issues Higher priority phoned in (guidelines) Tip: enforce a search of the KB first before allowing entry! Otherwise you risk unnecessary incidents (a solution may be available) Key: if no solution, then allow electronic incident entry Route incidents and requests to your normal queues Avoiding the need for special monitoring Establish metrics for service requests as well as incidents! Benefits: More cost-effective way of handling low priority incidents and requests Convenient access and empowerment for customers Forms-based entry provides superior formatting, control, over Challenges: Web integration to SMS Metrics, monitoring and reporting for quality assurance ASK: How many process incidents, and have difficulty with poor quality reports? Issue: is unformatted text, and by nature can allow for a wide variety of quality Solution: provide online entry of incidents. Allow customers to enter or update incidents by themselves for lower priority issues (policy should state that high priority issues are phoned in). Enforces accuracy, completeness. Can also allow for attachments, etc. Tip: Be sure you enforce a search of the KB first before allowing entry! Otherwise you risk having unnecessary incidents entered when a solution may already be available. The key: if no solution is found, then allow electronic incident entry. If possible, route these incidents and requests to your normal queues, avoiding the need for special monitoring. Also, don’t neglect to establish goals and metrics for service request processing, so as to manage customer expectations. Benefits: Provides customers with easy convenient access to enter or update low priority incidents, Relieving the support center of this activity. Besides empowering customers, forms-based web entry provides superior formatting, control, and entry. Optimal Connections, LLC

12 Log or Update Incidents Sample Entry Screens
How it works: The user searches the KB first, and if he/she does not find a solution, they have the option of either 1) opening an incident, or 2) doing a live chat with a support rep The incident submission processes has captured all the data from the KB interaction, and so little additional information needs to be entered. Entry goes electronically into the call queue Optimal Connections, LLC

13 Popular Web Portal Applications Provide Answers and Solutions
Provide fast answers to the top Frequently Asked Questions Access to simple, re-usable solutions and answer common questions Through easy, fast access to an integrated, effective knowledge base Benefits: Quick answers to common questions, resolve simple repetitive problems Empowers customers, lowers costs, raises productivity Challenges: Integration of your KB to your Service Management System and the web A well maintained and solution rich Knowledge Centered Support (KCS) process Providing access to only “customer ready” solutions Knowledge Monitoring and measuring for quality and effectiveness A “top ten” list of FAQs should also be auto-generated from the KB and posted to the portal. Knowledge Management is a KEY value element in a Self Service portal Of key value to customers in a self-service portal: Provide fast answers to the top Frequently Asked Questions, and SOLUTIONS to simple, common problems.that customers can solve themselves Provide access to simple, re-usable solutions and answer common questions - through easy, fast access to an integrated, effective knowledge base Benefit: enables customers to get quick answers to common questions, and to resolve simple, repetitive problems through access to your knowledge base and information resources Higher customer satisfaction Avoids incoming calls for simple issues Reduces average resolution time Higher employee utilization Lower costs Challenges: integration to your Service Management System, providing access to only “customer ready” solutions, and measuring activity and effectiveness. VERY important – you cant manage what you don’t measure! Design Metrics into your solution Metrics for your self-service portal No,. Of hits Most popular pages Visitors, Metrics on your KB Growth rate Pct. Of solution reuse Pct of times successful Solution reuse rate A “top ten” list of FAQs should also be auto-generated from the KB and posted to the portal. Optimal Connections, LLC

14 Providing Answers and Solutions Sample Screen
Top Solutions So how does it work? In the QAD KB, its based on a tight integration of the KB and the web portal. Also supported by an implementation of KCS – which is very critical to success!~ When searching the Knowledgebase, you simply type in your question or thought, select by topic, or view “hot” solutions. Uses ‘natural language’ – you type the question, not simply keywords If you LIKE< you can add keywords Populated with over 32,000 solutions, many users find the Knowledgebase an excellent learning tool, or a means to find helpful tips & tricks for very focused topics. Solutions are retrieved from the KB, and sorted in relevency order. Key Points: EASY to use Fast Effective search engine – based on NL There is also a recorded training overview about how to utilize the Knowledgebase. The search interface here is highly intuitive, and we provide the “Search Tips” link (top of the screen) with information to help you optimize your search activities. In addition, when you log into the Knowledgebase, it is unique to you and your preferences. Currently, we provide the option to set how many entries will be displayed. The Knowledgebase is intended to provide you the best possible results, with high relevancy to your search query so you can select from a few focused topics, and efficiently get your answer. Optimal Connections, LLC

15 Popular Web Portal Applications Reset Passwords
One of the biggest sources of repeat calls 30-50% of calls, in fact, indicates a recent study *. A significant potential cost saving for many help desks Since many end-users could easily reset their own passwords if equipped. Deploy one of the many software solutions through your web portal to enable customers, freeing your staff for more pressing incidents Benefits: Empowers customers to resolve these simple service requests faster, while freeing up your staff for other work. Lowers costs and improves staff productivity Challenges: Integrating password reset tool to your web portal Providing for security policy compliance Encouraging, educating and training users to use ASK: “How many here get a lot of calls to reset customer passwords?” One of the biggest sources of simple, repeat calls for many support center is for password resets – 30-50% of calls, in fact, indicates a recent study *. Represents a significant potential cost saving for many help desks and supports, since end-users could easily reset their own passwords if properly equipped. Take a look at your current volume of password reset calls What are the number of calls? Knowing your average ‘cost per call’, calculate your potential cost savings – if you could empower customers to say handle only ½ of these reset calls, how much time and $ would you save? Calculate the costs involved with the present solution, vs. implementing an automated password solution You may be able to put together a clear “Business Case” for implementing this in your portal Deploy one of the many STANDARD software solutions through your web portal Benefits: empowers customers to resolve these simple service requests faster freeing up your staff for other work. Lowers costs and improves productivity. Challenges: Integrating password reset tool to your web portal Providing for security policy compliance Encouraging, educating and training users to use Optimal Connections, LLC * IDC Report

16 Reset Passwords Sample 3rd Party Tool Screens
Sample apps: P-Sync Here is a sample app that provides automated password reset: P-Sync Key points to note: Password reset tool is launched from your web browser portal Security policies are applied to ensure adequate security Users prevented from selected a poor quality password Authentication is provided for Answers to questions are validated New password taken, recorded Ticket is created and passed to Service Mgt System for tracking purposes message to confirm to user Note: help desk analysts can also access tool, to assist user if they are unsuccesssful Optimal Connections, LLC

17 Popular Web Portal Applications Enter Service Requests
7 x 24 support for lower priority service requests Reserve valuable phone support time for processing higher priority unplanned incidents Position the web as your “preferred channel” for handing planned routine service requests. Examples: Change requests, requests for upgrades or upgrades, other non-defect related requests, enhancement requests Benefits: Conserves valuable analyst phone time for handling incidents More cost-effective, automated handling of service requests Convenient 7 x 24 hour access for customers Challenges: Monitoring responsiveness to the channel for efficient service request processing, so as to meet customer expectations Service catalog integration, automated fulfillment on back end ASK: How many here regularly press Service Requests for … Information questions For an update or upgrade Move, add or changes WHAT IF you could handle a significant number of these through your self-service web portal? How much time could you save in terms of analyst time? How much cost savings would this represent? REALITY: A 7 x 24 web portal is a very cost-effective way to handle lower priority service requests Reserve valuable phone support time for processing higher priority incidents, and position the web as your “preferred channel” for handing routine service requests. Benefits: conserves valuable analyst phone time for handling higher priority incidents, allows service requests to be entered and processing in a more cost-effective, automated way via the web. Also provides convenient 7 x 24 hour access to customers for entering for routine service requests. Challenges: Monitoring responsiveness to the channel for efficient service request processing, so as to meet customer expectations Optimal Connections, LLC

18 Popular Web Portal Applications Deliver Proactive Advisories
Keep customers informed about known errors and ways to avoid potential problems through timely “service advisory” bulletins Timely bulletins describe reported known problems, and include advice on how to avoid the issue A component of proactive “Problem Management” Benefits: Consistent with ITIL Problem Management, this practice helps customers avoid problems in the first place – ensuring higher productivity, uptime, and customer satisfaction Also lowers support costs by avoiding incidents in the first place Challenges: Implementation of a supporting Problem Management process Standard forms and supporting procedures, automation ASK: What is a common customer complaint? “Why didn’t I hear about this problem?” Once of the marks of a Mature support center is its ability to regularly reach out to customers – by being proactive. This is a big potential cost saving, by potentially AVOIDING problems in the first place Regular publishing of “Proactive Advisories” to the customer and user population. By product / service area Bulletins that advise of known issues or problems Can feature links to KB, or downloads Note: Supportive of ITIL Problem Mgt – so would need to be coordinated with ITIL PM Standard forms and procedures, and automated back end document mgt. would be key to a low maintenance operation Optimal Connections, LLC

19 Popular Web Portal Applications Deliver Proactive Advisories
Here is a sample view of the Advisories section. Features: Change visibility by product area Search capability General advisories Advice and a link to automated upgrade processing Customer Advisories are proactive notifications from Support of critical situations provide instructions to resolve, and often have a fix or patch attached. Each individual webaccount owner can opt to receive Customer Advisories by a selection in their profile. To request a maintenance update – the Software Update Request form is available, and is a direct channel to the QAD order management team. Optimal Connections, LLC

20 Popular Web Portal Applications Provide Routine Updates
Leverage your web portal to cost-effectively provide access to popular minor updates and upgrades Avoid sending out CDs or DVDs, and reduce costs Provide updates or upgrades to software cost-effectively via a “downloads” center. Benefits: Reduces cost for the support center, while providing convenient 7 x 24 access to popular updates and upgrades. Relieves the administrative burden of providing these updates. Challenges: Only use for low risk updates and upgrades. More complex or critical software updates may require service and support assistance to ensure trouble-free installation and configuration. Cost Effectively provide access to popular updates and upgrades Note: Type of Service Request processing (do needs to be processes as such before fulfillment) Leverage your web portal to cost-effectively provide access Rather than Processing manually thru the Service Desk In lieu of sending out CDs or DVDs Benefits: reduces cost for the support center, while providing convenient 7 x 24 access to popular updates and upgrades. Relieves the administrative burden of provides these updates. Challenges: only use for low risk updates and upgrades. More complex or critical software updates may require service and support assistance Optimal Connections, LLC

21 Provide Routine Updates Sample Screen
Optimal Connections, LLC

22 Popular Web Portal Applications Deliver Online Documentation
Customers want access, and we want them to be informed about how to use their systems Examples: Publish your life-cycle support policy. Set customer expectations. Your analysts need the customer to refer to a user guide, manual, or other set of instructions from time to time – why make things difficult? Equip customers with HTML and PDF access HTML enables search, and PDF provides easy download Benefits: Speeds incident resolution and lowers cost – no searching for the right manual! An easy way to ensure the customer always has the proper manual for the job at hand! Challenges: Integration with a document management system Timely updates to ensure accuracy ASK: “How many times have you wished that customers had the right manual or user guide handy? How many questions or problems might have been avoided?” Customers want access and to be informed – key customer sat DRIVERs and we want them to be informed about how to use their systems And to be informed during times of change New rollouts Policy changes Service level agreements Examples of application: Publish your life-cycle support policy. Lets customers know what to expect Your analysts need the customer to refer to a user guide, manual, or other set of instructions from time to time – why make things difficult? Equip customers with access to all current user guides, manuals, and installations/configuration instructions. With HTML they will easily be able to search the manual for a particular topic, and PDF versions provide them with downloadable copies in case they have misplaced their documentation. Benefits: Speeds incident resolution and lowers cost – no searching for the right manual! An easy way to ensure Challenges: Integration with a document management system Timely updates to ensure accuracy Optimal Connections, LLC

23 Popular Web Portal Applications Deliver Online Documentation
Note: Searchable By Category Optimal Connections, LLC

24 Popular Web Portal Applications Enable Customer Collaboration
Enable interactive, real-time two-way chat with customers Extends self-service web portal to assisted service Some audiences prefer this method (ie, gaming) Can be integrated with Click-to-Talk, making it easy to transition to phone Analysts can handle multiple sessions simultaneously Benefits: Positions you as more flexible, ‘customer-centric’ Decreases phone costs, as some incidents transition to chat Can boost analyst productivity through multi-tasking, canned replies Helps ensure self-service experience is successful Challenges: Lacks provision for ‘tone of voice’, handling emotions Integrating with a SMS to log, track sessions Requires that analysts have typing, multi-tasking skills ASK: “How many of you use CHAT to collaborate between your analysts?” How many use CHAT with customers?” Collaboration: CHAT has been a way for support analysts to collaborate among themselves, But NOW its becoming an accepted way customers in some industries to collaborate with support Analysts and get service. An avenue of multi-channel support Recognizes that customers are transitioning to “partners” in the support process Some audiences prefer this channel (witness the chatting done by young audiences!) Can be integrated with voice to provide a bridge to phone support Lots of benefits Challenges: Does not provide for addressing customer emotional needs Integrating with an SMS to ensure proper tracking of sesssions Analyst training to do it effectively Multi-tasking, using good ‘tone’ in writing, good writing skills Optimal Connections, LLC LivePerson, Inc 2002

25 Enable Customer Collaboration Sample Chat Screen
Sample apps: LivePerson InstantService Sample apps you might check include: Live Person InstantService An alternative channel to phone Optimal Connections, LLC

26 Popular Web Portal Applications Publish Service Levels
Negotiating and documenting Service Level Agreements (SLAs) doesn’t do anyone any good if the contents of those agreements aren’t communicated to customers and the help desk! Customers need to know what to expect, and staff need to know at what level to deliver depending on the customer Provide a link to “Your Service Levels”, informing the customers about the contents, terms and conditions of their SLA. Benefits: More effective communications of SLA contents Expectations more accurately set and higher customer satisfaction Challenges: Be sure that any changes to SLAs are reflected in a timely fashion Empower Service Level Management to make changes and updates as needed to reflect agreements and service levels in force Integration with a Service Catalog ASK: “How many here have SLAs where the end users calling do not know the terms of these SLAs?” Key point: Negotiating and documenting Service Level Agreements (SLAs) doesn’t do anyone any good if the contents of those agreements aren’t communicated to all customer end users and the help desk. Customers need to know what to expect, and staff need to know at what level to deliver depending on the customer. Provide a link to “Your Service Levels”, informing the customers about the contents, terms and conditions of their SLA. Benefits: More effective communications of SLA contents, resulting in expectations more accurately set and higher customer satisfaction. Challenges: Be sure that any changes in the SLAs are reflected in the web portal in a timely fashion (with electronic documentation management this should be easy) Empower and coordinate with Service Level Management to make changes and updates as needed to reflect agreements and service levels in force. Intrate with a Service Catalog application Optimal Connections, LLC

27 Popular Web Portal Applications Provide a Service Catalog
Beside SLAs, let customers know about your services! Start with basics: listing the various services you provide and informing customers in business terms. Describe services as products Include name, description, typical user, features/benefits, availability Include other helpful information with your service catalog to help customers in deciding which services they need. Providing pricing information (value) Eventually provide links so that once a customer has selected a given service, they go directly to automated service request entry! Benefits: more customer and business centric – making it “easy to do business” with the support center and IT Challenges: planning your catalog; defining and documenting your “services”; building, deploying, promoting and maintaining the catalog. With demand for IT services outpacing the growth of IT budgets, it is critical that we manage demand, service provision and expectations are effectively as possible A Service Catalog is becoming an increasing important vehicle for IT to provide the right services in the right quantities to meet the demands of the business. In ITIL V2, a “Service Catalog” was simply a list of your services in business oriented terms. Infrastructure related requests – requests for voice/data communications, Employee service packages, facility requests Access management requests – software and application access requests Requests for projects If nothing else, start he and let customers and end-users know what servics you provide (and don’t provide) to meet their needs. In ITIL V3, the Service catalog has matured and become part of a new Service Catalog Management process Service requests are no longer handled by Incident Management, but by a Request Fulfillment process – one that recognizes that much of what IT provides can be planned, automated and made much more efficient. An over arching process called Service Portfolio mgt. helps track services that are in development (the pipeline), and those that are live (in the Service Catalog) Once your done this, evolve to an “actionable” Service Catalog – one that not only advertises your services, but incorporates Request Fulfillments to carry out the fulfillment of service requests. Optimal Connections, LLC

28 Provide a Service Catalog
Sample apps: newScale Here is an example of a sample Service Catalog application by NewScale. It it easily integrated into your web browser portal There are many standard “templates” you can take advantage of to speed development of your service descriptions and your service catalog Drill downs are show here, featuring spcific IT services that support the business process. With specific components that accurately set expectations. Automated Request Fulfillment is also possible by linking these screens to back end service request processes Optimal Connections, LLC

29 5 Key Steps to Implementing Your Web Portal
Mention there are 5 key steps you have to consider when designing, developing and rolling out your web supoert site Optimal Connections, LLC

30 Step 1: Develop and Present a Business Case
Develop and Present a Sound Business Case - Before you do anything! Why? Sets expectations for management on what to expect (and not expect) Defines a mission, clear goals and objectives, a time table, and milestones in the development and deployment of your portal Lays out projected costs with a Cost/Benefits Analysis, proposed investment (people, hardware, software, etc.), a projected Return on Investment (ROI), an Action Plan and a projected timeframe for roll-out. Defines Key Success Factors, so you’ll know when you’ve arrived at success! Simply good business practice – reinforcing the notion that you “run your support center like a business” Emphasize that creating a business case as a first step is essential. Why? In line with running your support center “like a business” Fundamental to this is assessing the current situation – what are the COSTS that you are experiencing now in terms of Support costs – time to resolve, cost per incident, SOPs Customer satisfaction levels with respect to delivery Assessing the costs, benefits and ROI of the proposed change Sets clear expectations for the project – what to expect, not expect Goals & objectives Timetable and milestones Would include a Cost vs. benefits Investment in terms of people, hardware, software, time) Projected payback time on proposed solution Projected ROI Action plan Defines Key Success Factors Involves setting a Baseline of “as is” KPIs vs. “to be” KPIS Where are you now vs target goals Costs Performance Customer Sat Optimal Connections, LLC

31 How to Develop and Present a Business Case
1. Complete a situation analysis Document the current situation with respect to customer self-service Establishes a “baseline” for later evaluation 2. Define your Goals and Expected Benefits Identify and prioritize the key goals for your portal Identify the biggest quick “wins” – prioritize these, and implement those features first to gain early successes in the rollout 3. Summarize your proposed solution: Provide an overview of the design, features, and functions. Summarize costs Project timeline List assumptions and risks, with contingencies Spell out goals and benefits Provide cost justification, with ROI projection 1. Complete a situation analysis This documents the current situation with respect to customer self-service (or lack thereof) Establishes a “base-line” for later evaluation .. and the potential areas of cost savings that could be realized. 2. Define your Goals and Expected Benefits Based on your situation analysis, identify and prioritize the key goals for your self-service portal implementation. What are the easiest and biggest quick “wins” – prioritize those at the top of your list, and implement those features first to gain early successes in the rollout. 3. Summarize your proposed solution: Provide an overview of the design, features, and functions. Summarize costs Project timeline List assumptions and risks, with contingencies Spell out goals and benefits Provide cost justification, with ROI projection Optimal Connections, LLC

32 How to Develop and Present a Business Case
4. Quantify cost savings expected to be realized Provide projected estimates of cost savings, based on achieving the expected goals and realizing the benefits Convert each projected benefit – performance improvement or cost reduction - into a dollar figure. Include a simple table to illustrate your assumptions and estimates Example: Reduce incoming incidents for simple repetitive issues that customers can resolve themselves. “How to” FAQs, re-usable customer ready solutions. 50 calls per week, x 52 weeks = 2600 incidents, 2600 incidents x average cost of $12/incident = $31,200 savings/Yr 4. Quantify cost savings expected to be realized Provide projected estimates of cost savings, based on achieving the expected goals and realizing the benefits Convert each projected benefit – performance improvement or cost reduction - into a dollar figure. Include a simple table to illustrate your assumptions and estimates Examples: Deflected simple, repetitive incoming incidents since they are now resolved by end-users, resulting in so much time saved per month, and a net cost savings. Time can be devoted to other activities Faster resolution time, resulting in lower cost (per incident). Because incidents that are submitted are of higher quality, they can be resolved faster – more incidents can be done in the same amount of time. Thus the average cost per incident is lower, and productivity levels are much higher per analyst. More efficiently handle service requests, resulting in lower cost per request handled (through e-subittal, automated fulfillment) Cost savings due to more effectively handling password resets – assume n % are handled by users, resulting in n cost savings. Optimal Connections, LLC

33 How to Develop and Present a Business Case
5. Estimate Portal Development and Deployment Costs. Itemize project costs; compare total projected costs to estimate savings Examples of costs to factor in: Projected support team costs software costs, hardware costs, annual hosting costs, professional services, on-going admin and support costs 6. Assemble Your Business Case Assemble the output and document a logical business case, with supporting logic and information. Include costs, benefits, and savings over time to illustrate ROI 7. Moment of Truth: Present Your Case to Management Present the compelling business case to management to secure management commitment, support and funding Then launch the project and get going! 5. Estimate Portal Development and Deployment Costs. Here you itemize project costs, so that you can compare total projected costs to estimate savings Examples of costs to factor in may include: Projected support team costs Software costs Hardware costs Annual hosting costs Professional services On-going admin and support costs 6. Assemble Your Business Case Now you put the output from all the previous steps together, and document a logical business case for the self-service portal, with supporting logic and information. Include costs, benefits, and savings over time to illustrate the ROI of deploying your portal. 7. Moment of Truth: Present Your Case to Management Present the compelling business case to management to secure management commitment, support and funding Then launch the project and get going! Optimal Connections, LLC

34 Step 2: Lay the Ground Work! Assemble Your Team & Plan
Like any other strategic initiative, this one deserves.. A focused cross-functional team of Subject Matter Experts Budget commitment of people, time and resources A project lead & well defined project plan Incorporate team best-practices Engage your Marketing Department Don’t ignore your marketing dept! Usually responsible for the “image” to the customer and marketplace Especially important if you are planning an externally facing portal Involve Your Web Team A valuable resource for technical support, resources, and on-going maintenance Make them part of your team so you can work together to make the portal a reality! Assemble Your Project Team and Project Plan Once you’ve got approval, you’re ready to go Designing, developing, launching and maintaining a truly effective web self-service portal is challenging but very doable Like any other strategic initiative, this one deserves a focused team, budget commitment of people and resources, and a well defined project plan. Should involve a “cross-functional” team engaging SMEs from various depts Incorporate team best-practices Engage your Marketing Department Don’t make the mistake of ignoring your marketing dept! Usually responsible for the organization’s “image” to the customer, as well as to the marketplace. It is especially important to engage them if you are planning an externally facing self-service portal Engage Your Web Team Many IT or customer service organizations will have a web technical support team in place to provide web support This department is a valuable resource for technical support, resources, and on-going maintenance. Make them part of your team so you can work together to make the customer self-service portal a reality! Optimal Connections, LLC

35 Lay the Ground Work Ensure Quality Processes
Provide for Quality in Your Support Center For a web self-service portal to be successful, you must have solid supporting processes in place within your support center These must be positioned to effectively support the customer portal (foundational) Otherwise you seriously compromise your success Key elements for support within the center include: Business style writing skills Quality logging of incident and service request (standards, QA process) Support systems that lend themselves to web integration The ability to budget supporting resources – tools, people, technology Also part of the ground work – foundational processes in your support center Documented processes – incident mgt, service request fulfillment Metrics on these processes A supporting SMS that integrates with the web Other key elements: Writing skills Quality incident logging to capture quality solutions Ticket monitoring processes to ensure consistency, quality and reusable solutions Ability to budget for – initial, ongoing Optimal Connections, LLC

36 Step 3: Develop Based on Best Practices
Align it with Your Organization’s Web Site Should have the same “look and feel” Your portal is your image – align it with your organization’s web Make it FAST! Why users are going to your site? Searching for a solution. Response and resolution time are key customer satisfaction drivers Beware of fancy features which slow down performance! Emphasize fast display, fast loading, and fast response Integrate it into your systems to minimize manual updates To manage, use a web metrics tool to measure and report on: Number of page visits, unique visitors, repeat visitors Most popular pages, least visited pages Knowledge base (if used) visitors; % growth in solutions; % of visits successful; solution re-use; most popular authors Effectiveness of KB and other tools Align it with Your Organization’s Web Site Should have the same “look and feel”, be supportive of Your portal is your image – and as such it needs to be consistent and aligned with your parent organization’s web. Make it FAST! Look at one of the most successful portals of our time – Yahoo. Remember the key reason why many users are going to visit your site – they will be searching for a solution or an answer, Response time and time to resolution are key customer satisfaction drivers Beware of the enticement of fancy features which will slow down performance! Emphasis on fast display, fast loading, and fast response Integrate it into Your Systems to Automate it! It is critical that the portal be integrated into your systems, for the same look and feel, and to minimize manual updating Pay special attention to tight integration with … Your SMS (for Status Reporting, Incident Management) Your knowledge management and reporting systems Ensure that what ever you put out there, you can maintain! Put metrics in place – you can’t manage what you don’t measure! Use a web metrics tool to measure and report on: Page visits Number unique visitors, repeat visitors Most popular pages, least visited pages Knowledge base (if used) visitors; % growth in solutions; % of visits successful; solution re-use; most popular authors Effectiveness of KB and other tools Optimal Connections, LLC

37 Develop Based on Best Practices
Keep it Simple and Easy to Use Be compatible with the parent site Pay attention to easy navigation and usage If you can “personalize” it, so much the better  Make it Engaging! Keep all critical resources 1-3 clicks away Like your analysts, your portal should greet the customer! Make it Easy to Find via the Search Engines! “If you build it, they will come”. Not true. Most people arrive at a web sites through a search engine – about 80%; only a small percentage by knowing the URL. Make your web support site easy to locate! Optimize your site so that search engines rank your site at the top of the list when someone types a relevant search phrase Keep it Simple and Easy to Use Design your site in line with the general structure of the parent site, but pay attention most of all to common sense structure that facilitates easy navigation and usage. If you can “personalize it, even better  Your customers should not have to “figure out” how to use the site – usage should be natural, and intuitive. Make it Engaging! Always remember that your customer self-service portal projects your support center’s “image to the customer”. Just as your analyst’s greeting tells the customer how valued they are, and that you’re glad they called – so too, your support portal should greet the customer and engage them effectively. Make it Easy to Find via the Search Engines! Many people think – “if you build it, they will come”. Not true. Did you know - most people arrive at a web sites through a search engine – about 80%; only a small percentage by knowing the URL, or a reference link. Sure, your customers make know the site name. But why take a chance? Make your web support site easy to locate! Make it “easy to do business with you” – engineer your site so that the most popular search engines – Google, Yahoo, MSN, will rank your site at the top of the list when someone types a search phrase related to your site: “ABC support” “ABC support web site” Optimal Connections, LLC

38 Step 4: Treat Rollout Like a Product Launch
Once you’ve designed, developed and tested your new web self-service portal, you’re ready for roll-out. This is “the moment of truth”, so we suggest managing your rollout just like any important new product or service. Realize this is “your face” to the customer! Done right is can be very effective and successful. Reduced costs, increased productivity and customer satisfaction. Done wrong, and you end up with disappointed customers, and a difficult recovery (first impressions matter!). Treat it like a product launch. ASK: “Why?” Because its very difficult to recover if you muff this. This is your web portal, a channel for customers to access your center and obtain service Remember: “First impressions last” So plan the rollout carefully to minimize risk and maximize your success! Optimal Connections, LLC

39 Treat Rollout Like a Product Launch
Establish a “Product Manager” and supporting team Have a Release Plan Rollout it out in Phases Internal rollout first Beta phase (key customers and users) Early adopters Full rollout Consider “branding” your portal Position it properly as an “expansion of services” Assess feedback and you go, and communicate successes early and often! Key considerations for rollout Establish a product manager Develop a release plan that specifies Product description Features and functions Benefits to customers and end-users Phases of rollout – how to be done Internal – your support center first! External Beta Early adopters Full rollout Timeframes Set expectations about what it will, won’t doe Communicate to customers to set expectations during the rollout Extension of traditional services (not a phone replacement) Optimal Connections, LLC

40 Step 5: Keeping it Going Ensuring Continuing Success!
This is now one of your key support channels - don’t neglect it! Market it on an on-going basis Play a recording while customers on are ‘hold’ Promote its use via your analysts (during silent time) Offer a free online “demo” Post the URL everywhere! Keep it current through automated updates and effective management Report success to your staff, management, and customers Assess your ROI against your initial “baseline” and move ahead into the future! This is now one of your key support channels, assuming you are accepting incidents and requests through the portal, and delivering solutions and valuable information Realize the importance of this valuable asset, and don’t neglect it! Market it on an on-going basis While customers on are ‘hold’, play a recording to remind them to visit the portal Promote its use via level 1 analysts (silent time) Offer a free online “demo” Post the URL everywhere! Keep it current through automated updates and effective management Put metrics in place to measure and report on its effectiveness – and so you can manage it effectively Web metrics KB access metrics Report success to the support, management, and customers Assess your ROI and move ahead into the future! Optimal Connections, LLC

41 Go For It: Take it to the Next Level with Your Web Portal!
You’ll be more Customer and Business Centric – making it easier for customers “to do business” with you You’ll Lower Costs – by enabling customers to solve simple issues themselves You’ll Raise Productivity – helping customers avoid problems in the first place, resolving simple issues quicker. Higher uptime results, along with higher productivity. You’ll Be More Proactive – staff will have more opportunity to engage in proactive problem management, eliminating the source of problems You’ll Differentiate Yourself from the Competition – by virtue of the fact that you offer an effective, proactive means to assist customers. In summary, “there is an easier way” You’ll be more Customer and Business Centric – by deploying another key channel to service your customers - making it easier for customers “to do business” with you You’ll Lower Costs By enabling customers to solve simple issues themselves By speeding average time to resolve through higher quality input You’ll Raise Productivity – helping customers avoid problems in the first place, resolving simple issues quicker. Higher uptime results, along with higher productivity. You’ll Be More Proactive Staff will have more opportunity to engage in proactive problem management, eliminating the source of problems Increasing customer satisfaction, because they will Have access to many solutions they can put right to work Have higher uptime Be more informed about what to expect You’ll Differentiate Yourself from the Competition – by virtue of the fact that you offer an effective, proactive means to assist customers. Optimal Connections, LLC

42 Resources Check out HDI’s Focus book “Building a Web Self-Service Portal: Keys to Success” Visit ASP’s web site and download the standards for “the best web support sites” Use HDI’s Knowledge Management ROI calculator as a guide in developing hard numbers for you business case. Available at manager’s toolkit. Optimal Connections, LLC

43 What are You Waiting for? – Get Started!
.. Any Questions? Thank you for attending this session. Please fill out a session evaluation form. Optimal Connections, LLC


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