January 20, 2011 Knowledge-Centered Support

Agenda Why listen to Kevin? What do we really know about KCS? KCS Advantage Trends Enough Theory, now for Practical Scale Phase In Approach Search Early – Search Often Inline Creation of KB Articles Tagging Send the Information Out eService Delivery Coaching

Why Listen to Kevin?

Stone Cobra is… We perform Services We know We build Products Decades of experience in Enterprise software How call centers operate What support managers are managed by Expertise in KnowledgeBase deployment With Excellence –ASP Top Ten Support Sites –Innovator Award in Knowledge-Centered Support

PIIT Viper Force.com IT Help Desk App Built on Force.com plus Salesforce Knowledge Enterprise IT Help Desk Price point competitive with other IT Help Desk products Natively Built on Force.com See more at: Designed for… Problem Management Incident Management Knowledge Management Configuration Management Change Management

P roblem & I ncident Management for IT Help Desks Knowledge InStranet salesforce.com Platform Coaching & Mentoring Follow-the-Sun Kepner-Tregoe Chat Phone Web

Kevin is… Allegedly Smart Skipped a few years of school University of Southern California (cum laude) George Washington University Law School (with honors) Max Planck Institute in Munich, Germany Theoretically Accomplished Octane CRM Software acquired by E.piphany for $3.18 billion White House Recovering Attorney Marathon runner Etc.

What do we really know about KCS?

Just because I have a football, does not mean I am a football player. Just because I have a KnowledgeBase, does not mean I have KCS. Myth Busted

ITIL and KCS Do Not Compete Myth Busted (Montagues) (Capulets)

Why cant we be friends? Quick search and review of KB articles within Kepner-Tregoe Situation Appraisal Stone Cobra Service Cloud 2 Console App

KCS Advantage

The Stone Cobra KCS Advantage Stone Cobra Results Juniper Networks $23.6 Million savings in 2 years Quest Softwares support budget flat line for 2 years –Large number of company acquisitions occurred The investment that keeps providing returns

Business Value KCS Delivers Solve Incidents Faster % improved time to resolution % increase in first contact resolution Optimize Use of Resources 70% improved time to proficiency % improved employee retention % improvement in employee satisfaction Enable eServices Strategy Improve customer success and use of web self-help Up to 50% case deflection KCS SM is a service mark of the Consortium for Service Innovation

Trends

Support Trends Procedural Cost Center Scarcity Hierarchical Command & Control Control Process Increase Process (Grow/Scale) Known Support Proprietary and confidential. Creative Revenue Center Abundance Networked Freedom & Responsibility Context Guidelines Decrease Process (Grow/Scale) New Customer Experience

Enough Theory, now for Practical Use

The Larger you are the More you Benefit from Adopting KCS, the Smaller you are the Less Practical it becomes Scale

Phase in Approach

KCS Phase 1: Adoption Phase 1 Measurements Competency profile Ratio of known to new incidents Participation Technology Requirements Solution Quality Index Target for Exit to Phase % of analysts are KCS II or KCS III Reuse rate is equal to or greater than creation rate Participation rates level off between 65% and 85% (this rough range represents enough use of the knowledgebase to sustain the methodology) Technology must support the workflow (through modifications to existing tools or acquisition of new tools) Meeting defined targets

KCS Phase 2: Proficiency Phase 2 Measurements Ratio of Known to New incidents Participation Percentage first contact resolution Time to Proficiency Resolution Capacity Solution Quality Index Cost per Incident Target for Exit to Phase 3 Reuse rates are two to three times creation rates (70 85% of resolutions come from reused knowledge) Participation rate trend has stabilized Increase compared to baseline Decrease compared to baseline Increase by at least 25% 80-90% of solutions are consistently rated at least acceptable and the process for evaluation is stable Decreased since Phase 0 baseline

KCS Phase 3: Leverage KB Phase 3 Measurements Customer loyalty Customer satisfaction Employee satisfaction / loyalty Employee turnover rate Time to Publish Self Help use Ratio of Known to New incidents Support cost as a % of revenue Incident volume Product Improvement Time to adopt Indicator of Success Increase compared to baseline Increase from baseline Decrease from baseline 90/90 rule90% on the web within 90 85/85 ruleCustomer usage and success 30/70 ruleShifts from Known to New Support costs dropped by 25 50% and volume resolved is up at least 100% Number of incidents open declines Increase from the baseline Decrease from the baseline

Search Early – Search Often (Requested)

Search Early – Search Often (Forced)

Inline Creation of KB Articles

Tagging

Send the Information Out Drag and drop knowledgebase articles into the either: - Link the customer to the knowledge article available on your Support Portal; or - Drop the KB article as an auto-generated PDF attachment to the response

eService Delivery

Customer Value v. Support Spending Approximately 2/3 of value providing solution to customer is lost when customer contacts Support Most of all resources are spent on assisted support –Example: Microsoft has 13K people in support, only 450 in self help Bigger gains when promoting Proactive and Self Help options versus making Agents more efficient with Assisted Support Value Providing Solution to Customer Time Proactive Preventative Preemptive Self Help Assisted Support Time Value to Customer Lost as Time Passes

KCS for Self Help Monetize e-service delivery by moving low-value interactions to the web Key feature: web case deflection Stone Cobra first assisted Juniper Networks with a critical and complex Knowledge Management/KB initiative in 2005 that contributed greatly to our 3 consecutive ASP Top 10 Web Support awards and a $23.6 million savings over 2 years. Our success with that engagement made it a no-brainer to bring them back for our new KB launch in Keith Redfield, Director, Global Support Technology/eSupport, Juniper Networks

KCS for Self Help Unifying across Agent support and customer Self Help

Looking at the Right Metrics Increase Agents productivity –Same case load –Faster TTR Increase Self Help –Decrease case load –Slower TTR (customer handles easy cases)

Coaching Workflow Assessment Scheduled Coaching Stone Cobra Service Cloud 2 Console App

Need help Adopting KCS

Contact Information Stone Cobra Team Direct Contact Kevin Steele, VP of Alliances and Advocacy (703) Skype: voiceofsteele