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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• [email protected]
Direct Contact• Kevin Steele, VP of Alliances and Advocacy• [email protected]• (703) 655-0629• Twitter: @voiceofsteele• Skype: voiceofsteele
