Mark Brannan

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• Mark Brannan
• Operations Director Client Services
• Timberline Software

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About Timberline

• Software Developer/Vertical
• Construction and Real Estate Accounting/Estimating
  Software
• Technical Support Center Software Support

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The Support Center

• 110 Specialists, All Full Time Exempt
• M-F 6 am 5 pm
• 20,000 calls per month, AHT 17 minutes
• Skills based routing w/prioritizing 24 skills
• Staff average 4 hours incoming work per day

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The old way Performance Reporting

• Management by reports
• Dashboard reports via Crystal
• Reports, Reports, and more Reports

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Performance Management Challenges

• Too much information
• Consistency of data analysis and actions across
  managers
• Not true Key Performance Indicators
• Data too reactive

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Timberlines big WOWs

• Performance reporting is not the same as
  performance management
• The true value of KPI

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Solving the Management Challenges

• Needed to move to true KPIs
• Specialists have control
• Every measurement has a performance goal
• Managers have consistent measures
• Focus on a limited amount of data
• Constant proactive feed of information

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Some Baseline Measurements
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Expected Results

• Improved Agent Performance
• Reduced on-phone unavailable time 47.3
  reduction
• Improved schedule adherence 2.1 improvement
• Reduced ACW time - 17 reduction
• Reduced management workload 10 reduction