How Walk-Up Support Can Transform the Customer Experience

Transcription

1 How Walk-Up Support Can Transform the Customer Experience Justin Menapace Session 501

2 About the Speaker Justin Menapace Desktop Support Senior (6 years), Freddie Mac Masters of Professional Studies in Technology Management from Georgetown University, 2016 Bachelors of Sciences in Information Sciences and Technology from Penn State University, 2012 Goals Look at challenges with todays Desktop Support model How transform Desktop Support to IT Walk Up Services How to get started

3 How do your users get help when something goes wrong with IT? How many in the room have a form of Walk-Up IT Services?

4 By 2018, more than 50% of large organizations will have IT walk-up service, up from fewer than 25% today. -Gartner, April 2015 A day in the life of a user

5 9:00 AM 9:10 AM

6 9:15 AM 9:20 AM

7 9:20 AM+ 3:00 PM

8 4:00 PM Problem How can we improve our user experience? Centralized end user support model Users have to have an appointment to get tier 2 support Personal care and support not always present with support model

9 Solution- IT Walk-Up Services Created the IT Solution Center A dedicated location in each building to offer customer support for corporate laptops and mobile devices Convenient locations for a large majority of our user base On-Demand Support: Customer can walk in at any time. No appointment needed Face-to-Face Personalized Service How to Get Started Build Your Team Use Existing Staff Split the team Half Support IT Walk-Up & Half Support Back Office User team members with strong customer service and communication skills

10 How to Get Started Brand & Market Come up with a name Walk-Up IT Support is a product of your service Create a brand around your service, and build a plan to build awareness How to Get Started Find a centralized location High-traffic areas can help build awareness You ll need to consider a location that has space to provide walk-up support, with space for secure inventory if you plan on storing assets Consider areas near cafeterias, auditoriums or other common spaces

11 Our First Location: Our First Location:

12 Our First Location: Our First Location:

13 Our First Location: Our First Location:

14 Our First Location: Our First Location:

15 Our First Location: 3 Locations in HQ, Supporting 9,500 Users

16 What are we supporting? End User Computing Support Hardware & Software Break Fix Mobile Device Break Fix (COD & BYOD) New Technology Demos Requests for components & accessories Extra mice and keyboards, laptop chargers, phone headsets, network & video cables, iphone chargers Assets & Accessories on Site:

17 What is our business partner s experience? Our goal is seamless experience for every customer Appointments are available, or you can walk in at your convenience Courtesy PC s with internet, and office access are available while you wait Centers are located in convenient areas across campus We re staffed to serve Each center has a concierge and three technicians Concierge Queue management Triage Asset management Technician PC Break/Fix Application support Mobility support

18 We made it easy to engage Schedule Appointments Online Or walk right in! User can check in on an ipad

19 Or walk right in! and see where they are in line How are we doing? Walk-Up Support is a Success at Freddie Mac 25,304 business partner visits in % are for IT support incidents 40% are for service requests Average a 98% customer satisfaction rating Service Requsts 40% Incidents 60%

20 What do people think? Our business partners love the experience It was nice to see the face of the person that could help you. It was also helpful to have a temp workspace to access and the Internet while I waited. One of the best improvements to support in my 27 years I know my issues will be resolved immediately so it does not impact my quality of work for the day I have already recommended this service to at least 10 colleagues. The solution center has been one of the best ideas since I joined FM (15 years ago). How do we keep improving? Soliciting Feedback Measure our Net Promoter Score on every interaction Ask what our business partners like, what they think we can improve, and for other feedback Surveys are integrated with our scheduling system and integrate ticket information

21 How do we keep improving? Read & Review Verbatim comments are reviewed on a regular basis Anything under a 7 is investigated, with follow ups and a plan for remediation Be open and honest about feedback- positive and negative How do we keep improving? Hold ourselves accountable to our metrics

22 What s next for Walk-Up Support at Freddie Mac? Additional locations in other company facilities Ramping up to support several strategic initiatives Helpful Tips Analyze processes & make changes as needed Ensure your helpdesk and walk-up support are working together, not against each other Take time to inventory and analyze processes

23 How to Get Started Set your expectations There will be some investment in making modifications and buying things to support the program Consider the long-term ROI: both in dollars saved from less downtime as well as employee/customer satisfaction Questions? Justin Menapace

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