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Peregrine System’s Help Desk Walking the Talk

Peregrine System’s Help Desk Walking the Talk. Kelly Hoopes Director, Customer Support Peregrine Systems. Agenda. About Peregrine Systems. 1. Quality Initiative Programs. 2. Training Programs. 3. People Programs. 4. About Peregrine Systems…. Founded in 1981

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Peregrine System’s Help Desk Walking the Talk

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  1. Peregrine System’s Help DeskWalking the Talk Kelly Hoopes Director, Customer SupportPeregrine Systems

  2. Agenda About Peregrine Systems 1 Quality Initiative Programs 2 Training Programs 3 People Programs 4

  3. About Peregrine Systems… • Founded in 1981 • Headquarters in San Diego California with offices worldwide • Develops asset and service management software solutions as follows: Service Management: ServiceCenter Asset Management: AssetCenter Employee Self Service: Get-Answers, Get-Services, Get-Resources Discovery: Enterprise Discovery, Network Discovery, Desktop Discovery Connecting: Connect-It

  4. About Peregrine Systems… Customer Support • 120 Support Analysts in 5 regional offices • Average of 4000-5000 support requests resolved each month • Customer Satisfaction at 95+% measured through transactional survey sent when an incident is resolved • Customers access self service knowledgebase website at rate of 7,000 per week

  5. Inbound Call ACD Apropos Profiler Tool Motive Profile Knowledge Management PeregrineGet-Answers Remote Control Microsoft Live Meeting Peregrine Systems - Support Investments CenterPoint Web Customer Portal CenterPoint Analyst PortalPeregrine ServiceCenter & Apropos Technology ExternalFacing InternalFacing CenterPoint Transactional Survey Peregrine ServiceCenter (managed outside of Support) Learning Management SSPA SkillTrack Employee Engagement Kenexa Loyalty Survey Prognostics Performance Management SuccessFactors Reward Management Brevanta

  6. Customer Satisfaction Performance

  7. Service is the Differentiator Services are today’s product • Service supports products (Past) • Service leads to new sales (Revitalized Trend) • Service is the product (Today) Impact on the Support Organization • Greater demands on people, process, technology • Increased need for multiple services / delivery channels • Better, faster, cheaper service is a requirement

  8. Quality Management Training Programs Customer Feedback Service Delivery Process Electronic Service People Programs Sales Interface Performance Metrics Development Interface Productivity Tools Corporate Commitment Certification Elements

  9. Quality Management Quality Management Quality Management Quality Management Training Programs • External Audit (SCP Certification)Service Strategies • Knowledge as the Center of Support (KCS)Consortium for Service Innovation People Programs

  10. Quality Management Certification Audit Deliverables Quality Management Quality Management Training Programs People Programs • Audit report • Executive summary • Overall score and complete certification index • Conclusions and Recommendations • Elements below compliance • Opportunities for improvement • Elements exceeding compliance • Comparative benchmark report

  11. Value of Certification Program Increase Operational Efficiency • Examples • Improved resolution time • Improved response time • Lower cost per interaction • Result • Lower operational costs • Direct correlation to improvingcustomer satisfaction

  12. Value of Certification Program Architectural Plan for Success • Examples • Provides framework to build world-class service infrastructure • Helps set priorities based on unique criteria and element weighting scheme • Result • Provides a roadmap for service improvement • Mature organizations use certification program to assess capability • Validate good practices • Identified areas for improvement

  13. Value of Certification Program Global Consistency • Examples • Common service processes • Consistent use of tools • Standard set of service metrics • Knowledge capture and reuse • Service strategy and vision • Result • Strategic Planning Focus • Consistent global service delivery

  14. Value of Certification Program Recognition • Examples • Internal recognition elevates perception of support within the company • Customers appreciate the value of pre/post sales support • Result • Raised awareness of the support organization • Becoming certified helped to raise internal/external awareness of value of support • Leverage service as a competitive advantage • Market the certification achievement

  15. Quality Management Training Programs Customer Feedback Service Delivery Process Electronic Service People Programs Sales Interface Performance Metrics Development Interface Productivity Tools Corporate Commitment Certification Elements

  16. Productivity ToolsElectronic Service Profiler Tool Motive Profile Productivity ToolsElectronic Service Knowledge Management PeregrineGet-Answers Productivity Tools Electronic Service Remote Control Microsoft Live Meeting Peregrine Systems - Support Investments CenterPoint Analyst PortalPeregrine ServiceCenter & Apropos Technology CenterPoint Web Customer Portal ElectronicService ProductivityTools CenterPoint Transactional Survey Peregrine ServiceCenter (managed outside of Support) Customer Feedback Training Programs Learning Management SSPA SkillTrack People Programs Employee Engagement Kenexa Loyalty Survey Prognostics Customer Feedback People Programs Performance Management SuccessFactors People Programs Reward Management Brevanta

  17. Quality Management Quality Management Quality Management Training Programs • External Audit (SCP)Service Strategies • Knowledge as the Center of Support (KCS)Consortium for Service Innovation People Programs

  18. Quality Management Quality Management Quality Management Training Programs P: Something loose in cockpit. S: Something tightened in cockpit. P: Left inside main tire almost needs replacement. S: Almost replaced left inside main tire. P: Test flight OK, except auto-land very rough S: Auto-land not installed on this aircraft. P: Autopilot in altitude-hold mode produces a 200-feet-per-minute descent. S: Cannot reproduce problem on ground. P: Evidence of leak on right main landing gear. S: Evidence removed. People Programs

  19. Quality Management Quality Management Quality Management Training Programs P: DME volume unbelievably loud. S: DME volume set to more believable level. P: IFF inoperative. S: IFF always inoperative in OFF mode. P: Suspected crack in windshield. S: Suspect you're right. P: Number 3 engine missing. S: Engine found on right wing after brief search. P: Aircraft handles funny. S: Aircraft warned to straighten up, fly right, and be serious. People Programs

  20. Quality Management Quality Management Quality Management Training Programs Knowledge as theCenter of Support (KCS)Consortium for Service Innovation “KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization” KCS seeks to: • Create content as a by-product of solving problems • Evolve content based on demand and usage • Develop a KB of our collective experience to-date • Reward learning, collaboration, sharing and improving People Programs

  21. Solve Capture in The workflow Leadership Performance Assessment Structure For reuse Content vitality Searching Is creating Knowledge Just-in-time Solution Quality Workflow Evolve KCS Processes

  22. Tangible Benefits • Operational efficiency • 30-60% improved time to resolve • Increased support capacity >100% • Improved time to proficiency – months to weeks • Efficient creation of content to enable web self-help • Identification/elimination of root causes • Increased job satisfaction • Less redundant work • More confidence • Reduced training time • Increased customer satisfaction

  23. Training Programs Quality Management Quality Management Quality Management Training Programs Training Programs Training Programs • Product training • Customer communication skills • Technical skills • Tools and processes • Problem solving and troubleshooting People Programs

  24. Training Programs Peregrine Catalog

  25. Training Programs Learning Plan

  26. Training Programs Learning Plan

  27. People Programs Quality Management Training Programs Training Programs • Performance Review Process • Career Path Planning • Staff Communication Plans • Employee Feedback Process • Employee Recognition Programs People Programs People Programs People Programs

  28. People Programs Performance Review Process

  29. People Programs Performance Review Process CUSTOMER SUPPORT Knowledge and Tools Queue Management Soft Skills PEREGRINE Be Adaptable Communicate Effectively Drive for Results Inspire Trust Take Initiative Work Collaboratively

  30. People Programs Career Path Planning Associate TSE TSE Senior TSE Staff TSE Senior Staff TSE Principal TSE Development CS Engineer Field Support Engineer License Support Engineer Product Lead Process Lead Team Lead Technical Group Lead Technical Specialist Old Career Path L1 Engineer L2 Engineer New Career Path

  31. People Programs Career Path Planning

  32. Job Description Example People Programs Career Path Planning

  33. People Programs Staff Communication Plan Customer Support Newsletter • Product Updates (from Product Leads) • New Faces • Survey Comments (no names) • Birthdays • Employment Anniversaries • Other updates

  34. Survey Follow-up / Action Plan Employee Feedback Process • Meetings to take place in cross-functional teams • Team develops list of 3 ideas on what we can do to improve our workplace • Feedback will be compiled and consolidated • Employees will be asked to provide feedback using the “dot” feedback method on consolidated list

  35. People Programs Employee Feedback Process Survey Follow-up / Action Plan

  36. People Programs Employee Recognition Programs

  37. People Programs Employee Recognition Programs

  38. People Programs Employee Recognition Programs Count Down to 2005 (December 2004) Horse Race (August 2004) Marathon (February 2005) Contest / Challenges

  39. People Programs Employee Recognition Programs Employee Appreciation Week Monday, October 4th  SUNDAY ON MONDAY!: Wear whatever you wear on Sunday morning. Pajamas or sweats will be the attire of the day BREAKFAST: (7:30 - 9:30) delivered to your desk, Browse the menu, make a selection and allow us to serve you WEB GAMES BEGIN: (Instructions, rules and prize info to follow). Games that everyone will enjoy (participation is not required) Tuesday, October 5th ICE CREAM SUNDAES: (11:30 am) Brought to you on a cart - no need to leave your desk Wednesday, October 6th  FREE LUNCH: (11:00 - 1:00) (It’s free, what could be better?

  40. People Programs Employee Recognition Programs Employee Appreciation Week Thursday, October 7th GAMES OF SKILL: Instructions, rules and prize info to follow. Guaranteed to make you laugh! (Participation is not required) Margaretville: (2:30 pm - 5:00 pm)Participation is not required, but highly encouraged Friday, October 8th ONE MORE FREE LUNCH: (11:00 - 1:00) It’s free, what could be better?  CHAIR MASSAGES: Just what you need on a Friday. MANAGER CAR WASH: Leave for the weekend in a nice clean car – Compliments of Management

  41. Peregrine System’s Help DeskWalking the Talk Kelly Hoopes Director, Customer SupportPeregrine Systems

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