Citect Global Support

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

SCP Journey
Industrial Strength Solutions

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)
Industrial Strength Solutions

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 1 st contact
< 10% calls escalated beyond Global CSC
Industrial Strength Solutions

Customer Queue Time
Avg wait time in queue
Seconds
0:11
0:10
0:08
0:07
0:05
0:04
0:02
0:01
0:00
0:11
0:10
Oct-05
Avg wait time in queue
Months
Nov-05
Oct-05
0:11
0:07
Dec-05
Nov-05
Avg wait time in queue
Dec-05

Email Response Time
Email Response Time
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Oct-05
% of Emailed CSRs answered in < 4 hr
% of Emailed CSRs answered in < 2 hr
% of Emailed CSrs answered in < 1 hr
Nov-05 Dec-05
Industrial Strength Solutions

Calls Closed on 1 st Contact
First Contact Resolution
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
Other Calls
Calls Closed in First Contact
0%
Other Calls
Calls Closed in First
Contact
Oct-05
Oct-05
69.60%
30.40%
Nov-05 Dec-05
Nov-05 Dec-05 Industrial Strength Solutions
69.20% 68.20%
30.80% 31.80%

Call Duration
CSR Duration
% for > 30 Days
% for < 30 Days
% for < 10 Days
% for < 5 Days
50%
40%
30%
20%
10%
0%
100%
90%
80%
70%
60%
Oct-05
Oct-05
0.10%
27.10%
9.10%
63.80%
% for > 30 Days
% for < 30 Days
% for < 10 Days
% for < 5 Days
Nov-05 Dec-05
Nov-05 Dec-05
Industrial Strength Solutions
27.30% 27.20%
8.50%
64.10%
10.60%
62.10%

Industrial Strength Solutions

Challenges Faced in SCP Certification
3.
4.
1.
2.
5.
6.
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)
Industrial Strength Solutions

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
Industrial Strength Solutions

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)
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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.
Industrial Strength Solutions

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 ????
Industrial Strength Solutions

Citect Score
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

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
Industrial Strength Solutions

QUESTIONS
Industrial Strength Solutions

Industrial Strength Solutions