Whose company, frees the crowd? - Service Management
22
Transcript of Whose company, frees the crowd? - Service Management
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Today’s Session
Identify
• The need
• What thought leaders are saying
Design
• Crowd support Basics
Implement
• What the vendors are doing
• What are the risks and where to start
Deliver Benefit
• What the vendors are saying
• Case Study 1 - Sephora
• Case Study 2 - RMIT
• Case Study 3 - Uni Melb
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
About Us
Small specialist group with focus on creating lean models of service
Three areas of interest:
• Lean methods
• High performance service teams
• Service innovation through crowd support
Launched in September 2015
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Online Community / Crowdsourcing
“An online community is a virtual community whose members interact with each other primarily via the Internet. For many, online communities may feel like home, consisting of a ‘family of invisible friends’.”
“Crowdsourcing is the process of obtaining needed services, ideas, or content by soliciting contributions from a large group of people, and especially from an online community, rather than from traditional employees or suppliers.”
Source: Wikipedia
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Why you need the crowd
• Reduced headcount in shared services
• Higher experience expectations
• Broader definition of technology service - particularly with respect to End User Computing / Bring Your Own Device
• Highly engaged crowd with familiarity with badging and gamification
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Crowd Support
is all around
us
Duncan Troup
Tingle Tree Group
• 63% of employees say that contacting internal IT is not one of the first three things they would do.
• 63% of employees ask non-IT coworkers for support related to digital technology problems.
• 62% of employees search for solutions to digital technology problems on the Internet.
no longer service
innovation…it’s just good
business
8
DESIGN
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Types of Service Work
Structured Work
• “Work that relates to a user’s fundamental break in service or need to access a service that is articulated in binary terms with a definite question and definite answer.”
• Best for Service Management / CRM Tools
Unstructured Work
• “Work that relates to a gap in experience and therefore maximises value from a product / service that is articulated in subjective terms with a broad question and multidimensional answer”
• Candidate for Online Community / Crowd Support
The Vendor / ITSM Adoption Curve
11
13
IMPLEMENT
(Understanding the Difference Between Simple and Easy)
14
Gamification / incentivisation?
Community moderated?
Neighbourhoods?
Internal / external?Moratorium
period?
Badges?
Identity management?
Tight / loose branding?
YOU SHOULD CONSIDER...
Duncan Troup
Tingle Tree Group
Identify (2-4 weeks):• Identify work types and fit for peer to
peer support• Identify user personas and attraction
to this service channel (what’s in it for them)
Design (2-4 weeks):• Update Service Model• Identify Product / Platform on which
to host content• Define knowledge hierarchy and
gamification modelImplement (8-12 weeks):• Implement community• Migrate existing knowledge [where
appropriate]• Integrate into existing assets
Deliver• Material ROI impact after 3-6 months
Service transformation
is only one quarter away
DELIVER BENEFITDELIVER BENEFIT
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Vendor ROI Stories
“Barclaycard decreased customer
complaints by 50%”
Improved ServiceLithium Community /
Barclaycard
“JiveX has produced amazing results for us, from helping us retain our drivers to helping
them be more effective on the road.”
Social LearningJive / Sidecar
“Staff hours needed to publish and manage
content were trimmed by nearly 70%, saving an
estimated $8 million over three years..”
Time to MarketJive / T-Mobile
“Average response time for questions is within just 3 minutes (24/7).
An amazing 95% of queries were answered
within 60 minutes.”Total Call DeflectionLithium / Giff Gaff
INCLUDE ANOTHER CASE STUDY• AGL? Telstra? MYOB? GiffGaff?
18
CASE #1 - External Facing Community
May 14 June 14 July 14 Aug 14 Dec 14 May 15 Jan 16
Service launch“How do I”
questions70%!
Transform service delivery
from fixing to
coaching
Split the work into
“It’s broken” and
“How do I”
Fix on First Contact 95%!!
3000 visits pw50% from
Google direct20% call
reduction
Business case
written
OUTCOME: 20% reduction in calls delivered in 6 months
CASE #2 - External Facing Crowd Support
20In
tegr
atio
n
Content
User Generated
Content
Referenced Content
Corporate Content
Presentation
Desktop Tablet Mobile
Mod
erat
ion
Iden
tity
Skinning / Branding
Ince
ntiv
isat
ion
Goo
gle
Inde
xatio
n
Priv
ate
Mes
sagi
ng
SAAS / Cloud
Rep
ortin
g an
d A
naly
tics
The internet
20
ModeratorCommunity Manager
Soc
ial M
edia
Fee
ds
Staff
CASE #3 – Amplifying ServiceNow Social Q&A
21In
tegr
atio
n
Content
User Generated
Content
Referenced Content
Corporate Content
Presentation
Desktop Tablet Mobile
Mod
erat
ion
Iden
tity
Skinning / Branding
Ince
ntiv
isat
ion
Goo
gle
Inde
xatio
n
Priv
ate
Mes
sagi
ng
SAAS / Cloud
Rep
ortin
g an
d A
naly
tics
The internet
21
ModeratorCommunity Manager
Soc
ial M
edia
Fee
ds
Staff
Extensions / Training
CASE #3 – Amplifying ServiceNow Social Q&A
Thank You
Q&A:What is stopping the crowd being part of your service team?
