Citect

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Citects SCP Certification Journey.Challenges
Improvements

• Citect Global Support

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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

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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

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How is SCP achieved?

• Through comprehensive on-site audits to ensure
  the SCPs 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
  companys success
• SCP Certified companies go through annual
  re-certification audits

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The SCP Certification Process

• Preparation time averages between 3 and 12-months
• A summary of the overall process steps is as
  follows
• Review SCP Program Materials Complete
  Self-Assessment
• Schedule a Project Kick-off Review with an SCP
  Auditor
• Develop a Project Plan to Target Activities and
  Timelines
• Execute on the Project Plan
• Seek feedback from SCP Auditors organise Trial
  Audit
• The SCP program is truly a do it yourself
  program
• When ready, schedule the 2-day onsite
  Certification Audit
• Achieve Certification by Passing the SCP Audit

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SCP Journey
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Citect Global Support Center Facts

• Case Types
• Support Center handles Level 1, 2 3 Technical
  issues
• Escalate Level 4 issues to RD 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)

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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 lt 30
  seconds
• gt 33 of calls resolved at 1st contact
• lt 10 calls escalated beyond Global CSC

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Customer Queue Time
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Email Response Time
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Calls Closed on 1st Contact
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Call Duration
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Challenges Faced in SCP Certification

• 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)

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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

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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)

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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

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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

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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

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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.

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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 ????

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Citect Score
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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

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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

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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

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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

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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

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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

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• QUESTIONS

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