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Citect’s SCP Certification Journey. Challenges & Improvements

Explore how Citect Global achieved SCP Certification by implementing tight standards, best practices, and focusing on service quality and customer support. Learn about the challenges faced and improvements made, from people and processes to technology and culture.

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Citect’s SCP Certification Journey. Challenges & Improvements

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  1. Citect Global Support Citect’s SCP Certification Journey.Challenges & Improvements

  2. What is SCP? • SCP = Support Center Practices Certification Program • A program for ensuring service quality is delivered • SCP quantifies the effectiveness of customer support • Tight standards based on Industry best practices • Guided by sponsoring Technology companies • who contribute insight & perspective, defining key elements required for World-Class support delivery • Focuses on Service & Support • Administered by Service Strategies Corporation

  3. WHY SCP, WHY CERTIFY ? Why a certification program? • EYE OPENER ! • Validates Your processes • Brings external recognition of performance & defines BP • Competitive Edge • It is not a “nice to have” anymore. IT IS A “MUST” TO HAVE to run an effective, customer satisfying and a revenue generating support center. • Reinforce Customer Satisfaction Focus • Establishes the standard for measuring quality support • Focuses support organisations on processes and results

  4. How is SCP achieved? • Through comprehensive on-site audits to ensure the SCP’s score of 100+ is met • Companies must meet a minimum performance std for customer satisfaction to achieve SCP Certification • SCP Certified companies maintain excellent customer satisfaction, which is key to any company’s success • SCP Certified companies go through annual re-certification audits

  5. SCP Journey

  6. Citect Global Support Center Facts • Case Types • Support Center handles Level 1, 2 & 3 Technical issues • Escalate Level 4 issues to R&D arm of Support • Engineer and Support Developers Data • 20 Engineers (Level 1 & Level 2 issues) • 4 Senior Engineers (Supervisors and Technical Specialist to handle Level 3 issues) • 7 Support Developers (Level 4 Support issues)

  7. Citect Global Support Center Facts • Customer Satisfaction • Survey Top of Box score of 75% • Overall Satisfaction score of 89.3 % • Key Satisfaction Drivers • Response time better than 80% of calls in < 30 seconds • > 33% of calls resolved at 1st contact • < 10% calls escalated beyond Global CSC

  8. Customer Queue Time

  9. Email Response Time

  10. Calls Closed on 1st Contact

  11. Call Duration

  12. Challenges Faced in SCP Certification • People (Very Important to get this right !) • Process (SCP has got great examples) • Technology (Suit your Support Center) • Culture and Motivation (Executive Team -buy in) • Time (Biggest) • Change Management (Staff Education via Fair Process)

  13. Challenge 1 - People • Different length of service (company know how and services know how) • Team has to be Service focused • Willing to implement, accept and adapt to changes • Availability to participate • SCP Team consisted of: Global Director, CS Manager, TS Manager, ES Manager, Marketing Manager, Project Manager, Exec. Assistant • Team led by Professional Project Manager

  14. Challenge 2 - Processes • Processes that were okay • Processes that were faulty • New Processes we needed • Process documentation (Very Tiring) • Processes that we thought were OK !!! (Get a trial audit OR Talk to the SCP community)

  15. Challenge 3 - Technology • Documenting technologies used (CRM Package, Troubleshooting Tools, Escalation tools etc) • Statistics / Reporting on the effectiveness of the technologies used. • Technologies being phased in & replaced – happens to every support center. It is important to make the right choice • Time IN and TIMING of making technology changes / upgrades

  16. Challenge 4 – Culture, Motivation & Awareness • Can do attitude • Senior / Executive Management Support for SCP • Budget - Time and Money • Participation of the entire services team – making them part of this certification • Company wide awareness – via effective communication • Active involvement of other sections • Allocation of a professional Project Manager

  17. Challenge 5 – Time (Biggest Challenge) • Shortage as everyone had day jobs • Even worse - because we set ourselves a tight timetable • Achieved because we had: • Professional and a committed Team • Can-do culture and attitude • Allocated time • Regular review meetings – twice a week • Reward Scheme / Incentive Program in place

  18. Challenge 6 - Change Management • SCP is part of an ongoing improvement process • SCP Preparation meant introducing some changes to perfect our support center • Verify and Validate our existing procedures • We needed to manage the change to get the best results • Educate whole team. Make them accept these changes via fair process.

  19. Citect Score, Achievements and Lessons Learnt AFTER • 6 months of preparation and sleepless nights! • One day of “eye opening” trial audit !! • Two “LONG” days of “GRUESOME” final audit !!! • Considerable $$$$ WHAT DID WE SCORE, ACHIEVE & LEARNT ????

  20. Citect Score

  21. Achievements - Company • For the Company • First Australian Owned Company to be certified. • Stronger presence with a very big competitive edge in the support and services market • Easier for Sales team to Sell Support • Increase in Support Sales and Revenue

  22. Achievements – Support Center & Team • For the Support Center and the Team • Validation of our Support Procedures – based on best practices in the Industry • Increase in confidence while delivering Support • Increase in Customer Confidence and Satisfaction • Introduction of some new and improved procedures • Recognition at Board Level

  23. Achievements – Management Team • Active participation in improvement process led by SCP • Introduction to the SCP community allowing exchange of “best practices” information. • Celebrations, Recognition & Rewards

  24. Improvements Implemented • A new “Event Survey” for Customer Satisfaction. • Increase in frequency of “Periodic Survey” • Increased emphasis on the Training Programs (Team building etc) • Appointment of “Staff” Training Manager

  25. Improvements Implemented – Contd. • A new disaster recovery plan. • Problem Solving and Troubleshooting Course for the entire support team. • More Strict Response targets – SCP Audit identified that are achievable for us. • New Knowledge Management System • New metrics for Ignored areas

  26. CLOSING • TRULY DO IT YOURSELF • SCP WILL GIVE YOU QUESTIONS ?? • SCP WILL GIVE GUIDANCE • SCP WILL GIVE EXAMPLES • BUT - YOU WILL HAVE TO FIND / DEVELOP THE ANSWERS !! • HARD WORK – NO MIRACLES • TRULY WORTH IT

  27. QUESTIONS

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