January 20, 2011

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.comSee more at: http://www.stonecobra.com/BuiltonForce.com

Designed for…• Problem Management• Incident Management• Knowledge Management• Configuration Management• Change Management

Problem & Incident Management for IT Help Desks

KnowledgeKnowledge

InStranetInStranetsalesforce.com Platform

Coaching & Mentoring

Follow-the-Sun

Kepner-Tregoe

Chat

Email 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 can’t 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 Software’s 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 50 - 60% improved time to resolution 30 - 50% increase in first contact resolution

• Optimize Use of Resources 70% improved time to proficiency 20 - 35% improved employee retention 20 - 40% improvement in employee satisfaction

• Enable eServices Strategy Improve customer success and use of web self-help Up to 50% case deflection

KCSSM is a service mark of the Consortium for Service Innovation™ www.serviceinnovation.org

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 MeasurementsCompetency profile

Ratio of known to new incidents

Participation

Technology Requirements

Solution Quality Index

Target for Exit to Phase 2• 80‐90% 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 MeasurementsRatio of Known to New incidents

Participation

Percentage first contact resolution

Time to ProficiencyResolution 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 MeasurementsCustomer 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 compared to baseline

• Increase from baseline

• Decrease from baseline

• 90/90 rule—90% on the web within 90

• 85/85 rule—Customer usage and success

• 30/70 rule—Shifts 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 email 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 email 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

PreemptiveSelf 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 2008.”

- 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• makeitwork@stonecobra.com

Direct Contact• Kevin Steele, VP of Alliances and Advocacy• ksteele@stonecobra.com• (703) 655-0629• Twitter: @voiceofsteele• Skype: voiceofsteele