Success through Simplicity Roadmap back to basics and best practices TJ Martinez & Ryan Cooper

Overview UNM IT’s Service Desk has adopted simplicity in our efforts to improve customer service. Listen to how we are answering calls within 8 seconds and solving problems over the phone ~80% of the time. TJ to provide introduction

Simplicity the quality or condition of being easy to understand or do. the quality or condition of being plain or natural. a thing that is plain, natural, or easy to understand. Ryan to talk through Simplicity

First Contact Resolution Background In customer support management, FCR is properly addressing the Customers need the first-time they call, thereby eliminating the need for the Customer to follow-up with a 2nd call. FCR is an efficiency and effectiveness measure. It is a leading indicator of customer satisfaction. Our scope specifically focused on incidents and problems perceived by the Customer. TJ

First Contact Resolution Calculation Any incident at the Service Desk and does not require escalation. Ryan

First Contact Resolution Data – Boring, Boring Data Incidents 2015 TAT: 8.35 Days Tier 1 FCR: 48% 2016 TAT: 9.1 Days Tier 1 FCR: 49% TJ

First Contact Resolution Data – Boring, Boring Data Incidents 2015 TAT: 8.35 Days Tier 1 FCR: 48% 2016 TAT: 9.1 Days Tier 1 FCR: 49% 2017 TAT: 2.19 Days Tier 1 FCR: 80% TJ

First Contact Resolution Technology alone … is not the answer Tools People Process Talk about the balance – People – number one Process – two Tools – important but rarely the solution to the problems

First Contact Resolution Technology alone … is not the answer Talk about the balance – People – number one Process – two Tools – important but rarely the solution to the problems

First Contact Resolution Technology alone … is not the answer Time Machine Talk about the balance – People – number one Process – two Tools – important but rarely the solution to the problems

First Contact Resolution invest in people & the process Tools Process People Talk about the balance – People – number one Process – two Tools – important but rarely the solution to the problems

First Contact Resolution Balance People Students (98%) Tools Fastinfo Cherwell Pinnacle NetID Related Tools ACD/IVR Process Triage – Initial Support Knowledge Creation/Modification Training - Onboarding Perception Students churn Part-time staff Student domain knowledge “Black hole” Cherwell “Help.UNM” Process Issues Inconsistency in Training Triage documentation incomplete, incorrect or completely missing Missing symptoms Go-Live – Transition Planning Coordination unscheduled or completed last minute Ryan Focus on the perception that Student staff was a barrier

First Contact Resolution Isolated & Disconnected processes Ticket Review Training Fastinfo Escalation Upgrade Go-Live Triage Talk about the balance – People – number one Process – two Tools – important but rarely the solution to the problems

First Contact Resolution rebuilding the process Ticket Review Triage Inventory Gap Analysis SME Work Sessions Simplify Training Ryan Talk about building the process and how it went through multiple iterations

First Contact Resolution LoboMail 18% ~4 Days 79% Ryan Talk about how we took on the biggest incident driver

First Contact Resolution LoboMail Ticket Review Identified 3 new symptoms Link symptoms (old and new) to correct triage Ryan Looking at each ticket to understand the problem that was identified. Sampled approximately 18months of data but picked specific business cycles to capture symptoms

First Contact Resolution LoboMail Triage Tasks Review - current triage and public articles Identify - documents with broken links and missing keywords Create Triage – newly identified symptoms Repair/Update – current triage Consolidate – triage that is similar for multiple symptoms Index/Reference – Document that contains links to all triage and public documents broken down by category Ryan Triage – underestimated the amount of work

First Contact Resolution LoboMail Gap Analysis Linking symptoms to triage documents Documenting missing Ryan – Keeping it simple – Needed to ensure that we consistently drove Students to use the correct triage

First Contact Resolution SME Sessions – simplifying the triage Before After Simple, Simple, Simple Students were expected to have this domain knowledge

First Contact Resolution Training Tier 1 SME Coordinator Student SME transfers knowledge down to the Coordinator assigned to create/edit triage documentation Coordinator SME is built to allow an agile process to update and correct unforeseen errors due to product updates or anomalies within the application or platform Coordinator is able to pass along that knowledge to the Student Ryan Train the trainer

First Contact Resolution Path to 92% FCR 7.6% 1.37% Abandon 47sec Speed To Answer 11sec Ryan Abandon Rate dropped STA dropped Call Duration only up ~1 min Avg Call Duration 4:09 5:12

First Contact Resolution LoboMail - Results Average Resolution (days) Volume FCR Survey 18% ~3.6 79% 38% LoboMail numbers increased due to phishing 28% ~.4 91% 88%

First Contact Resolution Banner (login Issues) - Results Average Resolution (days) Volume FCR Survey 5.3% ~3.4 55% 29% Volume decreased due to only one browser available to use 4.1% ~.7 91% 86%

First Contact Resolution Wired/Wireless - Results Average Resolution (days) Volume FCR Survey 7.1% ~16 27% 29% Volume increased due to the demise of LoboSec, LoboWifi and authentication issues 10.5% ~4 45% 83%

First Contact Resolution LoboWeb (DUO) - Results Average Resolution (days) Volume FCR Survey 6.2% 2 71% 77% Volume increased due to the demise of LoboSec, LoboWifi and authentication issues 6% .7 90% 99%

First Contact Resolution Efficient & Effective LoboMail Effort Reduction – Customer Wait Time (Days) Support Savings Time Recaptured At Tier 3 (days) 10937 $25,840 51.3 2017 Projected Volume 3418 Tickets HDI Tier 1 Rate $22 HDI Tier 3 Rate $85 Escalated Tickets = 1 hour of work

First Contact Resolution Efficient & Effective Banner (Login) Effort Reduction – Customer Wait Time (Days) Support Savings Time Recaptured At Tier 3 (days) 5874 $1,753 15 2017 Projected Volume 232 Tickets HDI Tier 1 Rate $22 HDI Tier 3 Rate $85 Escalated Tickets = 1 hour of work

First Contact Resolution Efficient & Effective Network Wired/Wireless Effort Reduction – Customer Wait Time (Days) Support Savings Time Recaptured At Tier 3 (days) 7008 $4,415 8 2017 Projected Volume 584 Tickets HDI Tier 1 Rate $22 HDI Tier 3 Rate $85 Escalated Tickets = 1 hour of work

First Contact Resolution Efficient & Effective LoboWeb (DUO) Reduction – Customer Wait Time (Days) Support Savings Time Recaptured At Tier 3 (days) 546 $3,039 6 2017 Projected Volume 402 Tickets HDI Tier 1 Rate $22 HDI Tier 3 Rate $85 Escalated Tickets = 1 hour of work

Roadmap 2nd Half of 2017 Portal Service Catalog

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