Kelly DohertyGentiva Health Services

Kelly Doherty has been in the IT industry for over 20+ years. She has experience with managing Help Desks and developing customer support programs in both start up and established companies. In her current position, she manages over 37 Help Desk analysts and supports over 50,000 customers using Cherwell. Her company, Gentiva Health Services has been using Cherwell since July 2012 and has 100 operators. She was the project manager on the Cherwell implementation team and has responsibility for managing all Cherwell upgrades and enhancements. She has her PMP and ITIL certifications and finds that both are vital in her customer support role.

“8 Tips to Make Customer Service "seem" Easy”

Using your Cherwell system to make customer service “seem” easy

8 tips to

Who We Support• Over 50,000 employees; 20,000

clinical and mobile users in the field.• Providing home health and

hospice services to more than 110,000 patients a day in over 420 locations in the United States

Our Journey…one year agoGentiva was growing and

changing quickly.• Employees count from 15,000

to 50,000 overnight.

• Applications grew from 100 to over 250.

• Deployed new technology: cellular iPads to clinical staff: 0 to 14,000 in 13 weeks.

4 Key Challenges

1. Hire additional Help Desk support staff (8 to 35).

2. Fast training for new staff.3. Current ITSM tool was

not flexible and costly to expand.

4. Support new systems and requests quickly and seamlessly.

Our Service Desk -Today• July 2013 Cherwell

implementation (version 4.6c)• 35 analysts, 200 IT users, 28

teams• 314,000 tickets created• Support calls, web-chats and

self-service tickets.• Single pane of glass-

comprehensive self service portal. What Did We Learn?

Automate/Integrate!Why do work when you don’t have to?

• Touch-less ticket processes• Externally sent to vendors• Direct to Tier 2 teams

• Create forms that collect all data• Alerts on thresholds; notifications using visual

workflows and automated escalation processes

• Integration with Active Directory and PeopleSoft; provided vital employee information

Automate/Integrate!

• Integration with Altiris, Airwatch and Carriers for detailed CMDB information

Automate/Integrate!

Security Request form:

Automate/Integrate!

• Use language your customer understands - systems, solutions

• Give customer choices; some can solve the issues themselves, some prefer to speak to an analyst, web chat or enter their ticket

• Test with a pilot group. Ensure portal design is customer friendly

Self Service Portal

Self Service Portal

Knowledge is valuableYour team has valuable knowledge. Harvest

information and make it useable• Team participation• Incent team; make it an important part of their job• Set up standards for KB articles • Begin where you need the most help

Most complicated processes/issuesMost important (audit/compliance) process adherence

• Use multiple tools for knowledge libraries• Put knowledge steps in form for complicated

requests/issues

Service Levels Matter Say what you do and do what you

say…• How do you ensure you are meeting

SLAs?• Create “heads up display” in

dashboard to alert on potential breach • Place SLA response and SLA resolve on

dashboards – simple and easy to see and act on

Heads up Display

Service Levels Matter

Customer FeedbackBad service is almost always a result of being out of

touch with your customer

Surveys are a great tool to stay in touch with your customers, but…

1. Keep surveys simple, short and to the point2. Don’t inundate customers with surveys.3. Incent a response… What’s in it for me?4. Give customers options to request a call5. Quickly handle negative surveys/complaints 6. Get CIO buy-in on your approach; send reports/updates

Our Surveys

Most important question…Did we resolve your problem?

Second most important question…

Keep questions simple, easy to answer, but meaningful. Questions change based on incident type

Our Surveys

Track Survey ResponsesAnalyze trending and report by survey type:

• Help Desk• Web-Chat• Self Service• Level 2 teams• Overall IT

Negative Surveys: Answered “no” to “Did we solve your problem” Did not meet my expectations Requested a call back

Surveys with negative responses are sent to management team for immediate action. All negative surveys must have action taken

Survey Reporting

Real time reporting on surveys on the CIO dashboard

Communicate

• Create automated emails customized for Service area, category, subcategory• Train teams to ensure all communication tracked

inside ticket • Ensure closure emails are clear, concise and have

information to eliminate call backs• Ability to check ticket status• Create easy reporting inside portal

Communicate

Sample Closure Email

Easy reporting interface

Communicate

Take your team along the journeyIncent team – Created a team and individual monthly

incentive plan based on work in Cherwell

Team Incentives – 50%• Call and web chat Abandonment Rate• Service Level Achievement

Individual Incentives 50%• Avg. work units per day• Work quality based on a 20 point scale

Keep ImprovingSince July 2013 we have implemented:

• Security request forms with automated approval routing• Process to purchase mobile phones, iPads and iPad

accessories with approval routing. Sends to 3rd party suppliers• Asset Management Module for our wireless and

desktop assets• Added functionality for teams outside of IT:

• Human Resources (Benefits)• Payroll• Finance (Accounts Payable)

The Journey never stopsProjects planned for our Cherwell system:• Replace Facility Management Tool• iCherwell mobile tool for tier 2 engineers and

senior management• Self Service Portal and integration with our IDM

solution • Change Management• Problem Management

1. Automate/Integrate – try NOT to do work2. Self Service Portal – single pane of glass3. Knowledge is valuable… collect it and use it4. Service levels matter so do expectations5. Find out how you are “really” doing; take action on

findings6. Communicate with your customers7. Bring your team along for the ride8. Keep improving and evolving

8 tips to

Cherwell is our Easy Button!

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