Improve Troubleshooting Incidents with Support Automation. Umberto Di Pietro

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1 Improve Troubleshooting Incidents with Support Automation Umberto Di Pietro

2 Terms of This Presentation This presentation was based on current information and resource allocations as of October 2009 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. 2 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

3 For Informational Purposes Only Certain information in this presentation may outline CA s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages. 3 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

4 Support Automation Business Context > Help Desks / Call Centers need to: Maximise Customer Satisfaction Minimise Cost of Delivering Support Maximise Revenue 4 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

5 Goal 1: Maximise Customer Satisfaction >Drivers Speed To Answer call (Phone or Web) Quality of Support Resources Accessed (Assisted or Self-Service) Whether Problem Solved on First Call/Overall Time to Resolve the Problem Reduce Call Abandon rate >Tactics Multiple session handling via web Manage Help Desk staffing levels to balance cost and service level Train staff/deploy tools to help accelerate response and resolution times Conduct satisfaction surveys and implement continuous improvement >Metrics Customer Satisfaction Survey results First Call Resolution Rate (FCR) Online: Average Speed To Answer (ASA) Offline: Mean Time to First Response (MTFR) Mean Time to Resolution (MTTR) Abandon rate 5 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

6 Goal 2: Minimise Cost of Delivering Support >Drivers Existing staffing levels and skill level of staff Analyst time required to handle each call, higher productivity Telephony costs / Deflect calls to Self-Service Motivation level of analysts (Less attrition) >Tactics Deploy tools to allow less highly skilled staff to deliver support Deploy tools to allow analysts to diagnose or repair more quickly / cheaply Minimise desk-side visits / maximise remote assistance Outsource to cheaper locations Implement measure to minimise telephony costs Drive call volume towards web support channel and self-service models Web-based support enhances the motivation level of the analysts vis-a-vis phone support >Metrics Average Handle Time Calls handled per Analyst per hour Personnel and telephony costs 6 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

7 Goal 3: Maximise Revenue >Drivers Capitalise on better customer support Up-selling in Tech Support Web-based Sales chat >Tactics Chat presets at end of Tech Support calls to canvas interest in other products Ability to redirect to a Sales Chat queue Ability for Sales Assistants to handle multiple concurrent web-based chat sessions concurrently >Metrics Direct revenue 7 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

Delivering Value Support Channel Self-Service Web-based Live Assistance Phone Functionality Self-Service Automation Live Automation Benefits Automated Diagnostics and Repair Processes 24 x 7 Service

8 Delivering Value Support Channel Self-Service Web-based Live Assistance Phone Functionality Self-Service Automation Live Automation Benefits Automated Diagnostics and Repair Processes 24 x 7 Service Availability Integrated transfer to Assisted Support Audit & Reporting Call Deflection Reduce Cost Customer Satisfaction Compliance Automated Diagnostics and Repair Processes Real-time Consult Remote Admin Tools (chat, software/hardware inventory, file transfer, registry and file system editing, take screenshot, remote control, reboot / reconnect) Audit & Reporting Analysts handle multiple sessions concurrently Increased Analyst Productivity Increase First Call Resolution Rate Increase Customer Satisfaction Reduced telephony costs 8 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

9 Support Automation Product Overview > A Real-time customer interaction system that provides: A server-mediated active connection between analyst and end user computers that is secure and firewall-friendly A set of tools to enable remote ad hoc diagnostics and repair A set of tools to automate delivery of oft-repeated diagnostic and repair processes Web-based queuing, routing and call assignment to facilitate the webbased support channel as an alternative to the telephony channel Full auditing of session activity and management reporting > And does so with: No pre-installation of software required on end user machine Very small download for end user 9 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

Self Service Live Assistance 10 September 4, 2009 Improve

Self Service Live Assistance 11 September 4, 2009 Improve

In Context Live Assistance 12 September 4, 2009 Improve

Analyst Queue View 13 September 4, 2009 Improve

Live Support (Chat) 14 September 4, 2009 Improve

Live Support (Screen Capture) 15 September 4, 2009 Improve

Live Support (File Transfer) 16 September 4, 2009 Improve

17 Support Automation Best Practices > Open the right channel at the right time > Build upon what you do well today Phone Web Self-Service > Tool usage Remote desktop Chat Background tools Automation What should be automated and why time savings and tool usage Level1 can now do what used to be done by level2 FCR and cost reduction Higher capabilities in the hands of lower level staff 17 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

18 Troubleshooting Methodology > Investigation Problem Statement Problem Description Identify differences and changes > Analysis Brainstorm Identify likely causes Test likely causes > Implementation Implement the fix Verify the fix Document the fix 18 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

19 Support Automation & Troubleshooting > Where does Support Automation fit? Identify differences Scripts can look at as is information, and compare to baseline Scripts can read event logs Identify likely causes Scripts can retrieve information from known configuration sources File Explorer / Remote Registry Test likely causes Scripted scenarios 19 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

20 Support Automation & Troubleshooting > Where does Support Automation fit? Implement the fix Run scripts to fix common problems with 90% less effort File Transfer / Remote Registry Verify the fix Run scripts to validate Use Desktop Sharing to view that the fix works Document the fix Support Automation Live Log tracks technician actions and attached to the incident 20 September 4, 2009 Improve troubleshooting incidents with Support Automation Copyright 2009 CA

21 Improve Troubleshooting Incidents with Support Automation Questions and Answers