1. Customer Support

2. What is Net Promoter System?
Bain & Company conducted research across multiple industries to determine what question linked most closely with client loyalty behaviors
In most industries the following question finished 1st or 2nd in correlation to loyalty behaviors
How likely are you to recommend [Newscycle] to a friend or colleague?
Receiving Surveys – maybe too many
But we do use the responses
Just a little bit about NPS and why we chose it
How likely to recommend or Speak nicely about…..

3. What is Net Promoter System?
Scale 0-10
Promoters: score 9-10, loyal enthusiasts
Passives: score 7-8, satisfied but unenthusiastic
Detractors: score 0-6, can damage brand business through word of mouth
Severe Detractors: 0-3, extremely dissatisfied and vocal
We don’t count 7’s and 8’s
9 and 10 are positive scores
0 through 6 are negative scores
Wanted to provide you some context
0 – NEVER
10 – ABSOLUTELY
We do not count 7’s and 8’s in scoring – not saying we ignore their comments

4. Review of the Net Promoter System Results
How likely are you to recommend Newscycle Solutions to a colleague?
Over 700 responses
Scale 0-10
56% of you rated us in the 7-10 range
Most common score given was 8
700 responses – THANK YOU!
We want to get 100% in the 7-10 range if possible ALL in the 9-10 range
We would like our most common score to be 9 or 10
We are not relaxing just because over 50% was higher than 7

5. Review of the Net Promoter System Results
How likely are you to recommend Newscycle Solutions to a colleague?
Unified product lines rated higher than Unlimited
Pro products – rated the highest as a group
Circulation product line – rated the highest as a product
What does this mean, provides us with some direction and some understanding of how you, our customers are thinking

6. Review of the Net Promoter System Results
Top suggestion categories for improvement
Features/Functionality/Stability
Support Response Time
Communication
We also asked for some free text on what you thought was wrong or could be improved
We categorized every answer
These were areas we started to better understand how we could address immediately

7. Review of the Net Promoter System Results
From your input we look for ways to improve
Executive, Director, Management meetings to discuss results
Identify areas we need to improve
Develop a plan to complete these improvements
Now I will share some of these improvements and results

8. Progress – Response and Resolution Time
All Support team members aligned within product teams
Cross Training
Enhanced product training programs
Implemented a mentoring program for support analysts
Build knowledge of key skills:
Problem-solving, troubleshooting skills
Case management
Communication
One of those top priority improvement suggestions
Product Teams – Advertising Circulation, Content/Digital and Audience/Analytics

9. Progress – Response and Resolution Time
Triage specialists
Case assessment and proper routing to Support Analyst
Support Analyst skills focused on resolving cases
Accelerates resolution of cases
Tracking improvements
Case Resolution
Time To Close
Continuous increase in cases ‘closed same day’
Overall number of cases closed continues to improve
Response Times:
Triage Team – ensure issues are directed to the right recourse
Training for support teams – reduce need for escalation

10. Progress – Communication
Standard notification process
Product upgrade information
Technical bulletins
Hosting outages
Customer follow-up – reaching out
Directors/Managers contact customers to discuss the NPS Score
Better understanding of the areas where our team can improve
We continue to develop new communication methods, some new ones you will see in our 2015 plan too

11. Progress – Improved Processes
Implemented a case escalation process
Critical case reviews
Resulted in requests for corrective and preventative actions in the following areas
Hosting
Product Management
Process Improvement
Root Cause Analysis
Change Control Process
Product Management feedback
This process defines how cases should or need to be escalated – reducing the amount of time an issue sits unresolved with a particular analyst

12. Progress – Improved Processes
Closed Case Survey
Average Ratings
High 8’s and 9’s
Complimentary of a majority of our analysts
Invest in long-termers
Developing a mentor program
Developed Chatter Groups
Closed case survey helps with customer communication
Better understanding of where we can improve
Helps us determine what new processes might be needed

13. 2014 – Progress Update (Content/Digital)
Documented testing procedures and custom solutions enabling mentoring of other support resources
Developed monitoring/alert tools
Identified time consuming issues in support – recommended development solutions
Streamlined process for new users – In Development
Password resets & AD account
Page locking
Citrix session locking
Clean up of legacy features
Monitoring and Alert Tools – have helped us become more proactive
Reduced these time consuming issues allowing us to move onto others

14. 2014 – Progress Update (Advertising)
Documented software release workflow
Interdepartmental communications
Road map reviews
Recurring case discussions with product team
Critical case reviews
Solutions recommended to product development
Added debug logging with functionality (CC interfaces)
Standardize naming conventions

15. 2014 – Progress Update (Circulation)
Developed/enhanced utilities
GL Setup Export
Debug Monitoring
Business Rule Export
Utility to correct Auto Renew issues

16. 2015 – Looking Ahead We have set challenging goals for 2015
Response and Resolution Time
Communication
Improved Processes
Around these same areas you expressed as concern

17. 2015 – Response and Resolution Time
Implement Single After Hours Service
Simplify after hours process
Aggressively grow Knowledge Base and Customer Portal
Continue improvement of self-service tools
On-Demand videos NCS AdManager Pro Videos
Knowledge Base
Continue to improve
Case close times - reduce backlog
Training for support team
Reduce need for escalation (quicker response to customers)
Developing Advanced Technical Support team mentoring
Working towards a single number or far reduced set of numbers
We want to provide you easier ways to contact us to get your issues responded to quicker

18. 2015 – Communication Expanding our Triage program
Chatter groups NCS Advertising Group
Standard notification process in place
Directors/Managers contacting customers who give NPS feedback
Developing customer Outreach program – more calls, more visits
Chatter Groups: “The purpose of this group is to provide a forum where sites, that are using NCS advertising, can discuss topics and ask each other questions on best practices etc.”

19. 2015 – Improved Processes Service to Support Transition
Optimize hand off process from Services to Support
Cross functional teams working to resolve recurring problems
Monitor progress of development solutions to recurring issues
Continue to develop proactive solutions - move away from reactive
Salesforce – ease of use
On-going changes for improvement
Support team closely reviews each request
Support Director works with Salesforce team to implement

20. You Are Important To Us! New Survey starts in July
Please respond – Important to us, to help us help you!
Please Mark us fairly (9’s and 10’s ONLY!) - Joking
Tell us where we are failing – I can only put right what I know is wrong
We get so wrapped up in the day-to-day sometimes I miss STUFF!

21. You Are Important To Us! New Survey starts in July Reach out!
Please respond – Important to us, to help us help you!
Reach out!
Reach Out – Managers, Directors, VP’s – contact details are on the Portal

22. You Are Important To Us! New Survey starts in July Reach out!
Please respond – Important to us, to help us help you!
Reach out!
What do you need help with?
What would you like us to provide, to help you?
We have provided videos, a great training tool, Knowledgebase (self help), easier access to our people

23. You Are Important To Us! New Survey starts in July Reach out!
Please respond – Important to us, to help us help you!
Reach out!
What do you need help with?
Continuous Improvement
I hope you see the improvements, I can assure you we are working hard to implement them across the organization
Development, Hosting and Support
More importantly of course you need to see them happening otherwise we are changing the wrong things

24. You Are Important To Us! New Survey starts in July Reach out!
Please respond – Important to us, to help us help you!
Reach out!
What do you need help with?
Continuous Improvement
Don’t be afraid to call me, call us
CALL ME!
CALL US!
I cannot guarantee I will be quite this happy every time but I will try, I promise!
Seriously……

25. Thank You!