Proactive Contact Management Strategies

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Proactive Contact Management Strategies
Chris Farver Principle Consultant ITSM - BMC
Software ITIL Service Manager, PMP
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This session will focus on these key areas

• Industry Adoption of Self Help Technologies
• Solutions for Contact Elimination Automation
• Developing a Contact Management Strategy
• Developing an ROI
• Take Home Action Plan

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Key Concepts

• Move from Reactive to Proactive
• Focus Shift
• Why are you being contacted VS What type of
  contacts are you getting
• Self Help VS Self Service
• Elimination VS Automation
• Elimination Is Top Priority
• Automate What Cant Be Eliminated

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Industry Adoption of Self Help Technologies

the use of self-help not gaining as much
market penetration as anticipated. Its success
in resolving incidents remains low
Ron Muns, HDI Founder CEO 2007 HDI Best
Practices Survey Executive Summary
Source HDI 2007 Best Practices Survey
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Industry Adoption of Self Help Technologies

Source HDI 2007 Best Practices Survey
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Solutions to Eliminate Contacts
80 of calls to the Service Desk are a result of
change

• ITIL Best Practices
• Problem Management Root Cause Analysis
• Change Release Management
• Proactive User Education Communications
• Implement Top 10 Callers Program
• Use of Designated Callers
• Broadcast Messages
• Readily Available Knowledge Sources

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Solutions to Automate Contacts - Handling
Requests for Service

• Web Based ITIL Centric Service Catalog
• Intranet/ Extranet based solution for on-line
  requesting of IT services
• Start with list of services, forms to complete,
  methods of submitting
• Invoke automated work flow engine as maturity
  grows (actionable)

2nd/3rd Level Groups
On-Line Service Catalog
PC IMAC
Access Request
Automation
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Solutions to Automate Contacts

• Automated Password Handling Solutions (32.1)
• Self Ticket Submission Self Ticket Status
• Auto Routing of Incidents
• Based upon CTI and other parameters entered in
  Incident.
• Front-end Messages
• IVR Speech Recognition
• ACD - Skills Based Routing

Source HDI 2007 Best Practices Survey
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Developing a Contact Management Strategy

• Step 1
• Identifying types of contacts
• to the Service Desk IT
• Step 2
• Document how they are
• handled today (and at what cost)
• Step 3
• Develop solutions to
• eliminate or automate

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Developing an ROI for Contact Management Solutions
lt12.44
24.37
34
Self Service
Service Desk
2nd Level DSS
Elimination
Automation
3rd Level - 75
Mission Critical
Mean Cost - Date Source 2006 2007HDI Best
Practices Survey
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Developing an ROI for Contact Management Solutions
Call Analysis Results - Example
ROI Analysis Call Automation - Example
FTEs can then be allocated to focus on more
Contact Avoidance strategies!
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Other Considerations

• Pre-document impact on call volume, Average
  Handle Time (AHT) and First Contact Resolution
  (FCR)
• Educate users that Mondays are busy, use
  alternate methods or wait if low priority
• Proof of Concept - then patience on results
• Persistence from Service Desk
• Re-direct callers
• Walk callers though automated process
• Perform ROI follow-up, show cost/benefit of
  solutions over time

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Benefits to the Service Desk

• Service Desk Viewed as Proactive Cost Aware
• Service Desk Viewed as Lowest Cost Provider
• Outsourcing Avoidance
• Service Desk of more strategic value () to IT
• Increased Customer Satisfaction
• Efficient handling, improved AHT FCR
• Higher Retention at Service Desk
• Improved Agent morale
• Higher skill level at the Service Desk
• Mundane tasks automated

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Take Home Action Plan

• Perform your contact management strategy analysis
• Identify top candidates for elimination for
  automation
• Look for quick wins and low hanging fruit to
  prove your case
• Document current TCO and determine your cost per
  contact
• HDI BPS Median - 24.37/21.84/12.44
  Call/E-Mail/Self Service
• Perform ROI analysis
• Current Cost Solution Cost ROI
• ROI not always based upon green dollar savings
• Focus on Business Benefits ITIL IT to
  Business Alignment
• Understand the needs of the business before
  implementing any contact avoidance or automation
  strategies
• The business may want a high touch, low tech
  solution for certain types of contacts,
  especially if dealing with external customer

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QA
Chris Farver Sr. Project Manager and Principle
Consultant BMC Software Chris_Farver_at_BMC.com 330-
554-8518