ChickfilA Help Desk

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Chick-fil-A Help Desk

• Jon Bridges
• (filling in for Michael S. Garrison)

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Goal

• Our mission statement is
• To help fulfill our Corporate Mission by
  providing prompt, courteous, and complete
  technical support to Operators, team members and
  corporate staff.

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Company Overview

• 750 Corporate Stores
• 650 PAR 2000 and 100 Radiant POS
• ReMACS Back Office
• Technology Services Include
• Cash Management
• Inventory Replenishment
• Payroll and HR
• Financial Services
• Communication

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How Did We Get Here?

• In 1995, we rolled out PCs and Back Office
  systems to 500 stores.
• The Help Desk used basic phone service and we
  tracked calls on a form, which was then input
  into an Access database.

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How Did We Get Here?

• In 1996, the Help Desk implemented a CTI system
  called Scout.
• It collects info on who is calling, how long they
  have waited, and allows a voice message to be
  left and kept in the same queue as live callers.
  First come, first served is an option.

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How Did We Get Here?
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How Did We Get Here?

• In 1997, we implemented a call tracking database
  called Magic from Magic Solutions (now an NAI
  product).

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Strategic Directions

• In 1999, we faced a Strategic People Staffing
  Decision.
• We had been hiring top students from good
  University programs as Help Desk / Programmers.
• Help Desk Support vs. Full-time systems
  development

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Strategic Directions

• Best Help Desk Agents
• Customer Service
• Communication Skills
• Sense of Urgencytask vs. project
• Possible Programmer Aptitude but Not Likely

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Strategic Directions

• Best System Developers
• Initiative
• Analytical Skills
• Thoroughness
• Background in Programming

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Available Options

• Commit to Hiring Help Desk Staff
• Challenge was Career Path
• Outsource Completely
• Challenge to develop effective escalation with
  off-site team
• Outsource but Manage Within
• Challenge was Cost

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Other Pressures

• Increasing Needs for Help Desk
• Continued Implementations of New Systems
• Continued Growth of the Business
• Executive Awareness
• Service Level was lt 10 Calls Answered Live and
  30 minutes before a Callback
• Finally provided budget to do things right

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Our Solution

• We have partnered with Support Technologies (STI)
  to staff our help desk.
• Our implementation is an on-site desk.
• STI provides the people.
• We provide the management, the processes, and the
  infrastructure.
• We pay for performance, not for live voices.

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Our Solution

• We have partnered with Support Technologies (STI)
  to staff our help desk.
• Our implementation is an on-site desk.
• STI provides the people.
• We provide the management, the processes, and the
  infrastructure.
• We pay for performance, not for live voices.

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Our Solution

• Performance Based Contract
• of Calls Answered Live
• First Call Resolution
• Management Commitment
• First Agenda ItemRoot Cause Analysis
• Development Teams are Supportive
• Get Involved Before Systems Rollout

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Todays Situation

• Hours of Operation
• Monday Friday 8am 6pm
• Saturday 9am 3pm
• Holidays 9am 5pm
• Critical Business Hours until 9pm
• Critical POS support is handled by Vendor

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Todays Situation

• 8 Full-time Staff (STI staff)
• 2 Backups (STI staff)
• 2 6 Help Desk/Programmers (CFA staff in a
  Systems Development training role take 15 hours /
  week of calls)

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Questions?