Knowledge-Centered Support
January 20, 2011
Agenda
Why listen to Kevin?
Enough Theory, now for Practical
What do we really
know about KCS?
Scale
Phase In Approach
KCS Advantage
Search Early – Search Often
Inline Creation of KB Articles
Trends
Tagging
Send the Information Out
eService Delivery
Coaching
Why Listen
to Kevin?
Stone Cobra is…
We perform Services
Decades of experience in Enterprise software
We know
• How call centers operate
• What support managers are managed by
• Expertise in KnowledgeBase deployment
• With Excellence
– ASP Top Ten Support Sites
– Innovator Award in Knowledge-Centered Support
We build Products
PIIT Viper Force.com IT Help Desk App
Designed for…
• Problem Management
• Incident Management
• Built on Force.com plus Salesforce Knowledge
• Knowledge Management
• Enterprise IT Help Desk
• Configuration Management
• Price point competitive with other IT Help Desk
• Change Management
products
Natively Built on Force.com
See more at: http://www.stonecobra.com/BuiltonForce.com
Problem & Incident Management for IT Help Desks
Phone
Email
Follow-the-Sun
Kepner-Tregoe
Chat
Web
Coaching & Mentoring
Knowledge
salesforce.com Platform
InStranet
Kevin is…
Allegedly Smart
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•
•
•
Skipped a few years of school
University of Southern California (cum laude)
George Washington University Law School (with honors)
Max Planck Institute in Munich, Germany
Theoretically Accomplished
• Octane CRM Software acquired by
E.piphany for $3.18 billion
• White House
• Recovering Attorney
• Marathon runner
• Etc.
What do we really
know about KCS?
Myth Busted
Just because I have a
football, does not mean
I am a football player.
Just because I have a
KnowledgeBase, does not
mean I have KCS.
Myth Busted
ITIL and KCS
Do Not Compete
(Montagues)
(Capulets)
Why can’t we be friends?
Stone Cobra
Service Cloud 2
Console App
Quick search and review of KB articles within Kepner-Tregoe Situation Appraisal
KCS
Advantage
The Stone Cobra KCS Advantage
Stone Cobra Results
• Juniper Networks $23.6 Million savings in 2 years
• Quest Software’s support budget flat line for 2 years
– Large number of company acquisitions occurred
• The investment that keeps providing returns
Business Value KCS Delivers
• Solve Incidents Faster
 50 - 60% improved time to resolution
 30 - 50% increase in first contact resolution
• Optimize Use of Resources
 70% improved time to proficiency
 20 - 35% improved employee retention
 20 - 40% improvement in employee satisfaction
• Enable eServices Strategy
 Improve customer success and use of web self-help
 Up to 50% case deflection
KCS is a service mark of the Consortium for Service Innovation™
www.serviceinnovation.org
SM
Trends
Support Trends
Procedural
Cost Center
Scarcity
Hierarchical
Command & Control
Control
Process
Increase Process
(Grow/Scale)
Known
Support
Proprietary and confidential.
Creative
Revenue Center
Abundance
Networked
Freedom & Responsibility
Context
Guidelines
Decrease Process
(Grow/Scale)
New
Customer Experience
Enough Theory, now
for Practical Use
Scale
The Larger you are the
More you Benefit from
Adopting KCS, the
Smaller you are the Less
Practical it becomes
Phase in
Approach
KCS Phase 1: Adoption
Phase 1 Measurements
Target for Exit to Phase 2
Competency profile
Ratio of known to new incidents
• 80‐90% of analysts are KCS II or KCS III
• Reuse rate is equal to or greater than
creation rate
• Participation rates level off between 65%
and 85% (this rough range represents
enough use of the knowledgebase to
sustain the methodology)
• Technology must support the workflow
(through modifications to existing tools or
acquisition of new tools)
• Meeting defined targets
Participation
Technology Requirements
Solution Quality Index
KCS Phase 2: Proficiency
Phase 2 Measurements
Target for Exit to Phase 3
• Reuse rates are two to three times
creation rates (70‐85% of resolutions
come from reused knowledge)
• Participation rate trend has stabilized
Participation
Percentage first contact resolution • Increase compared to baseline
• Decrease compared to baseline
Time to Proficiency
Resolution Capacity
• Increase by at least 25%
Solution Quality Index
• 80-90% of solutions are consistently rated
at least “acceptable” and the process for
evaluation is stable
Cost per Incident
• Decreased since Phase 0 baseline
Ratio of Known to New incidents
KCS Phase 3: Leverage KB
Phase 3 Measurements
Indicator of Success
Customer loyalty
Customer satisfaction
Employee satisfaction / loyalty
Employee turnover rate
Time to Publish
Self Help use
Ratio of Known to New incidents
Support cost as a % of revenue
• Increase compared to baseline
• Increase compared to baseline
• Increase from baseline
• Decrease from baseline
• 90/90 rule—90% on the web within 90
• 85/85 rule—Customer usage and success
• 30/70 rule—Shifts from Known to New
• Support costs dropped by 25‐50% and
volume resolved is up at least 100%
• Number of incidents open declines
• Increase from the baseline
• Decrease from the baseline
Incident volume
Product Improvement
Time to adopt
Search Early – Search Often (Requested)
Search Early – Search Often (Forced)
Inline Creation of KB Articles
Tagging
Send the Information Out
•Drag and drop knowledgebase articles into the email either:
- Link the customer to the knowledge article available on your Support Portal; or
- Drop the KB article as an auto-generated PDF attachment to the email response
eService
Delivery
Customer Value v. Support Spending
Value
Providing
Solution to
Customer
Time
Value to Customer Lost as Time Passes
Proactive
Preventative
Self Help
Preemptive
Assisted
Support
Time
• Approximately 2/3 of value providing solution to customer is
lost when customer contacts Support
• Most of all resources are spent on assisted support
– Example: Microsoft has 13K people in support, only 450 in self help
Bigger gains when promoting Proactive and Self Help options
versus making Agents more efficient with Assisted Support
KCS for Self Help
• Monetize e-service delivery by moving low-value
interactions to the web
• Key feature: web case deflection
“Stone Cobra first assisted Juniper Networks with a critical
and complex Knowledge Management/KB initiative in
2005 that contributed greatly to our 3 consecutive ASP
Top 10 Web Support awards and a $23.6 million
savings over 2 years. Our success with that
engagement made it a no-brainer to bring them back for
our new KB launch in 2008.”
- Keith Redfield, Director, Global Support Technology/eSupport, Juniper Networks
KCS for Self Help
• Unifying across Agent support and
customer Self Help
Looking at the Right Metrics
• Increase Agents’ productivity
– Same case load
– Faster TTR
• Increase Self Help
– Decrease case load
– Slower TTR (customer
handles easy cases)
Coaching Workflow
Assessment
Stone Cobra
Scheduled Coaching
Service Cloud 2
Console App
Need help Adopting KCS
Contact Information
Stone Cobra Team
• makeitwork@stonecobra.com
Direct Contact
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Kevin Steele, VP of Alliances and Advocacy
ksteele@stonecobra.com
(703) 655-0629
Twitter: @voiceofsteele
Skype: voiceofsteele