SESSION 208 Wednesday, April 13, 11:30am - 12:30pm

Track: Industry Insights

Prove It! Gaining Senior Stakeholder Commitment and Confidence in the Service Organization

Peter McGarahan Senior IT Director, Infrastructure Corporate IT, First American Title Insurance Co. Pete@mcgarahan.com

Session Description In this session, Pete McGarahan will share empirical and measurable means for gaining the confidence and commitment of senior executives. He’ll present real business scenarios where service leaders established credibility by consistently reporting on service desk demand, resource utilization, SLA impact, and CSI impact. You’ll learn how to identify metrics that are meaningful to senior leadership and how to tell a story that builds confidence in, commitment to, and support for your service strategy. Leave with all the tools you need to prove the case for further investment in servicing and supporting the business. Speaker Background Pete McGarahan is the founder and president of McGarahan & Associates. Pete's value to the service and support industry and business is his thought leadership. As a practitioner, product manager, and support industry analyst and expert, he has influenced the maturity of the service and support industry. His passions for customer service led the Taco Bell support organization to achieve the HDI Team Excellence Award.

Prove It! Gaining Senior Stakeholder Commitment and

Confidence in the Service Organization

Peter McGarahan, Senior IT DirectorFirst American

pmcgarahan@firstam.com

• 12 years with PepsiCo/Taco Bell IT and Business Planning

• Managed the Service Desk and all of the IT Infrastructure for 4500 restaurants, 8 zone offices, field managers and Corporate office

• 2 years as a Product Manager for Vantive

• Executive Director for HDI

• 6 years with STI Knowledge/Help Desk 2000

• Founder, McGarahan & Associates (9 years) - delivered service and support best practice consulting delivered through assessment / findings / recommendations / continuous improvement roadmap.

• Retired Chairman, IT Infrastructure Management

• Senior IT Director – Infrastructure Services for First American

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About Peter McGarahan

3

Pay It Forward

Purpose

To share empirical and measurable means for gaining the confidence and commitment of senior

executives. You’ll learn how to identify metrics that are meaningful to senior leadership and how to tell a story that builds confidence in, commitment to, and support for your service strategy. Our intent is

for you to leave with all the tools you need to prove the case for further investment in servicing and

supporting the business.

4

Current Situation

“It’s tough to be strategic when you are delivering daily operations

tactically.”

5

Service Strategy

Service leaders must allocate the right amount of time for strategic thinking and initiatives to:

1. Align goals and objectives

2. Establish directives to govern scope of services

3. Build success metrics to measure business value. “Strategy without tactics is the slowest

route to victory.Tactics without strategy is the noise

before defeat.”Sun Tzu (Chinese General and Author, b.500 BC)

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The Supporting Structure

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Direction / Operational Excellence

1. Know where you are

– Assessing your current performancearound service strategy, structure(support model), process, people, toolsand metrics is an all-importantbaseline.

2. Know where you are going

– Envisioning the end result is a core partof defining your service strategy.

3. Know how you plan to get there

– The continuous improvement roadmapis the result of your gap-analysisassessment against your future-state.

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The Roadwork

CraftThe Story

Milestones

Timelines

Foundational

PeopleProcess

Tools MeasurementManagement

Connect the Dots

Proactively Manage the Demand

• Anticipate the customer’s needs and beproactive.

• Provide the same customer experienceacross all access “touch-point” channels.

• Automate and integrate all processes /technologies into one tightly unified,efficient and effective service.

• Discontinue supporting customers throughdifferent “band-aid” incident, request andresolution management processes.

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Purposeful Support Practices1. Achieving First Contact

Resolution

2. Making UFFA a Priority

3. Mapping Call Types for Action

4. Introducing Customer-Impacting Technologies

5. Balanced Scorecard Storytelling Deliver a more consistent and

memorable customer experience.

Increase first contact resolution

Resolve difficult problems faster

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Achieving First Contact Resolution• True First Contact Resolution is the most efficient and effective way to resolve

customers’ issues not targeted for self-service.

• Equipping the frontline with the right training, tools, processes and scripting is critical to success. – Think Pilot ‘cockpit’

– Automating / integrating process workflow into tool’s capabilities

• Know the ‘who, what, why’ of the call demand.

• Success Metrics around FCR:– First Call / Contact Resolution (FCR)

– Cost per ticket ($$$)

– Knowledge Base Utilization (KBU)

– Customer Satisfaction Index (CSI)

– Mean Time to Resolution (MTTR)

– Operational Level Agreement (OLA) Response Time

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Making UFFA a Priority• The solutions must be provided to the support analyst

during the Incident Management Process to facilitate first

contact resolution (FCR).

• Always searching and using knowledge when available for

timely resolution – minimize assignments and escalations.

• Ability to flag incidents / problems that require Knowledge

Articles to be added or current Knowledge Articles to be

fixed.

• Ability to contribute their own quality knowledge (Add) at

the ‘speed of conversation’.

• Incentive, recognition, rewards, performance appraisals

around UFFA.

• Knowledge articles successfully utilized at Tier-1 (FCR) are

prime candidates for Self-service.

UFFA is a Knowledge-Centered Support (KCS) practice for Using (U), Flagging (F), Fixing (F) and Adding (A)

knowledge within the Incident Management process.

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The Resulting End• Everyone knows, uses and contributes knowledge

• The knowledge is a source of training

• Self-service use dwarfs internal IT service and support activity

• No more knowledge hunting, it’s captured as it happens

• The culture cares and shares knowledge freely

• A quality focus on measurable results.

KA Quality = Use (KBU) & Effectiveness (FCR, R@L0).

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Mapping Call Types for Action

Knowing the details about the caller, the reason for the call and the call characteristics (volume, talk-time,

technical complexity, operational how-to, repetitive, etc.) provides information that combined with

analysis can create an Action Plan for deflecting, directing, training or introducing diagnostic tools,

process improvement and improved results.

Bring visibility to issues / perform analysis / determine business impact and make recommendations for

releasing a long-term solution aimed at eliminating the root cause of a reoccurring problem.

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Targeting Call Types• Know the Impact

– Tech vs. Non-Tech

– New vs. repetitive

– High call volume / High talk time

• Have a plan– Direct to Self-service

– Publish Knowledge Articles

– Improve Training

– Route to Problem Mgmt

– Improve diagnostic / trouble-shooting skills / tools

• Measure Impact– Take baseline measurements

– Measure actual

– Report progress / impact / reduction

Designing Customer-Impacting Services

1. The principle of putting the customer first starts with the design of the Support Center strategy and structure.

2. It defines how all services are delivered against customer expectations.

3. Putting the customer first is a corporate strategy where the executive team champions the customer and leads by example on a daily basis.

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Balanced Scorecard Storytelling

Measure

Solve

Reduce

Defle

ct

Eliminate

Accountability

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Share Your Success Story

Senior Executives

Just The

Facts

Tie it to the

Business

Relevant &

Personal

It’s about results,

the $$ & FTEs

Elevator Speech

Confidently Know

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Being A Continuous Learner"If you don't like change, you're going to like irrelevance

even less."—General Eric Shinseki, former U.S. Army Chief of Staff

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Questions / Thank You!

2016-03-25

Thank You & God Bless!Peter J. McGarahan

Senior Director, IT InfrastructureFirst American Financial

Pmcgarahan@firstam.com

"Being a service leader is about positively impacting the world around you! It’s not about you, it's about all that you can do to make other people successful.“

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Appendix

2016-03-25

Shifting in 2015

• 30k increase from 2014 to 2015

• New Offices, New Apps, Rollouts, New Technology

Total Contacts288,000

• 14% Increase from 2014 to 2015

• Showed Value of What’s in it for Me, Daily Tracking & Coaching.

KB Usage85%

• 3.1% Increase from 2014 to 2015

• Shift knowledge from Tier 2 to Tier 1 to Tier 0

First Call Resolution

78%

• Shift from L2 to L1 (Complex Issues, Longer Times)

• Shift from L1 to L0 (Password Self Service)

• 9% (45 Sec) increase from 2014 – 2015

Average Handle Time

8:49

Abandon % & ASA

ASA - 2015

3:511st Half

1:48

2nd Half

53% Decrease

Abandon 2015

13.9%1st Half

7.3%

2nd Half

6.6% Decrease

2:46 3:01

5:41 5:24

3:55 3:47

2:273:15

1:23 1:22

2:42

1:111:43

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

0

5000

10000

15000

20000

25000

30000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan '16

RepeatMsg

OutagePage

TempsHired

IT HelpCenter

CrossTraining

FAI CrossTraining

ChatNational

24/7Support

AB

AN

DO

N P

ERC

ENTA

GE

Cal

l Vo

lum

e

IT Service Desk Events

IT Service Desk Stats – 2015/2016

Calls Portal Voicemail Email Chat Aban% ASA

Abandon Goal (<10%)ASA Goal (<1:30)

ASABefore: 3:51After: 1:48

Total Reduction 53%

Abandon %Before: 13.9%

After: 7.3%

Total Reduction 6.6%

All EUS Managers Review CSI Alert

Contact CustomerCustomer Recovery

/ Closure

Recognition or

Remediation

4.80

4.85

4.90

4.95

5.00

Service Desks

Courtesy Knowledge Timeliness Quality

Office OutReach II w/ IT Help Center

IT Help Center & Chat

Launched

Password Management

Launched

“Did you know” hold messages while in queue

IT Help Center Enhancements

2016

Print Optimization &

Office Productivity

(Scam / Copy)

• Retain 5/6 Service Desk Temps (convert to FTEs) at Campus at cost of $361K(budgeted) FY2016.

• Continue to make progress with “Shift-Left” Strategy Initiatives.

– IT Help Center• Federated Knowledge Search to a collection of User Friendly Knowledge Articles with auto-ticket

creation.

– Self-serve Password Management

– Knowledge Center Support

• Increase capacity and preparedness for Scheduled Facility Projects, Changes,Policies, New Access Channels (Chat & ITHC), New Business, etc.

• Office OutReach II – SDS Techs proactively visiting FA Offices with a checklist /plan.

• Print Optimization, Office and End User Productivity – Maximizing efficiencies,reducing printer fleet and increasing functionality / productivity.

• Status Updates on Application Outages as they occur – Over 6000 Views!

System Outages

• Provides simple solutions for common problems that you can fix yourself – nearly 100 Articles

Do It Yourself (DIY)

• Common Requests for standard software, hardware and access to IT ServicesOrder IT

• Wireless, Info Sec, VIP, Passwords – a great source for lots of information - 50 entries with nearly 4000 views!

Know IT

• Use the search box to search for something or start a question or conversation

Ask IT

• Workaround documentation for TRID related issues – now managed by Eagle Academy

Application Workarounds

• NEW CHANNEL!Chat

• Almost 200 documents, including DIY articles and KNOW IT informational articles on policy and procedures.

• 12 DIY Videos with more “in production.”

• System Outage Page has had over 2,500 views --- call avoidance! Get your System Outage info here!

• CHAT channel is making a difference to the community!

9/7/15 9/14/15 10/12/15 12/15/2015 1/15/2016 2/2/2016

253 visitors 360 visitors 912 visitors 1,228 visitors 1,561 visitors 2,440 visitors

29 interactions (questions,

discussions, likes, etc.)

32 interactions 70 interactions 83 interactions 106 interactions 161 interactions

Soft Launch Chat Launched with Corp Title

Users

Posted on FALive “Carousel” and

advertised in Direct Division bulletin

Password Registration push

begins

Password Self Service Launches

Registration contest in full promotion

Chat adoption increasing.

IT Help Center “important link”

on Direct Division Thursday

communication

Shifting Left (Building Bench Strength)2015 Network (AD) Passwords

Network Passwords account for 15%Total Call Volume

Marketing began in Dec ’15

Dec to Jan 6%*Jan to Feb 14%

Partnering to Shift Knowledge to the

Service Desk

Service Desk = Lower Cost Per

Contact

55000

60000

65000

70000

75000

80000

85000

90000

Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

2013 2014 2015 2016 Projection

Rising Volume from 2013

55000

60000

65000

70000

75000

80000

85000

90000

Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

2013 2014 2015 2016 Projection

Incline Contact Volume from 2013

0

500

1000

1500

2000

2500

3000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan'16

Feb'16

Corporate Password Calls

IT S

ervi

ce D

esk

Wireless

FAST

Security

Messaging

Property & Casualty

Desktop Support

MyFirstAM

Reduce Assignments to L3teams

Decrease Time to Resolve

Decrease L3 time spent (work effort) on Incidents / Requests