Single Point of Contact (SPOC) - One Goal, One Journey to the Road to Success, an ITSM Academy Webinar

Presenter: Eddie Vidal, EJV Corporation

The road to success for organizational change is often met with roadblocks and detours, rarely following a straight, simple path. Changing long-standing processes and team members’ roles to reach the ultimate goal of Single Point of Contact (SPOC) is a challenging journey. In this session, attendees will learn how one organization with 35,000 customers made massive improvements through SPOC. Find out how to combine several services desks into one, cross utilize team members, lower your abandon rate, create scalability to support large projects, and more.

1. @eddievidal
SPOC: One Goal, One
Journey, and the Road to
Success
Eddie Vidal

2. Family
2

3. @eddievidal
Takeaways
Road Traveled
Value to Customer / Organization/ Team
Wins –Milestones -Celebrations
Lessons Learned –Bumps in the Road –
Do Overs

4. @eddievidal
Our Journey
•Combined several Services Desks into one
•Transitioned from 9 to 5to 24 x 7 x 365
•Created career paths for all team members
•Cross utilized team members
•Lowered abandon rate with ACD call menu
change and increased service levels
•Created Scalability to support large projects

5. @eddievidal
Number of Customers
Faculty, Admin & Staff 14K
Students16K
Alumni171K

6. @eddievidal
BS

7. @eddievidal
BS –Before SPOC

8. @eddievidal
6 -Academic 4 -Clinical
10 –Med Tech
BS –Before SPOC

9. @eddievidal
6 -Academic 4 -Clinical
10 –Med Tech
20
Tier 2
System Admin
Data Center
BS –Before SPOC

10. @eddievidal
Moving Pieces

11. @eddievidal
Time line
Dec 2012
•UMIT
becomes
ONE
Feb 2013
•Start at Med
Campus
Dec 2013
•Service
Desk
Manager at
Academic
campus
retires
Jan 2014
•Data
Center
reports to
Service
Desk

12. @eddievidal
Time line
Jul 2014
•Go to 24
x 7 x 365
Support
Dec 2014
•Call Menu
Change
Apr 2015
•Workday
ERP
Rollout
Jun 2015
•All moved
to ONE
location

13. @eddievidal
Cross Training

14. @eddievidal

15. @eddievidal

16. @eddievidal
Skill group matrix

17. @eddievidal
2014 Numbers
Emails 55,628
Calls Offered 194,204
Calls Answered 160,857
CallsAbandoned 25,934
Abandon Rate 13.4%
AvgSpeed to Answer 1:47
Service Level 54%

18. @eddievidal
Call Menu
1. Password Reset/General Info
2. Bio Medical Support
3. Telecom, CaneID, Cane Card
4. Research Systems
5. UChart, Business & Clinical Support
6. Project AD & O365
7. Technical Support
8. Training & Misc
9. Workday

19. @eddievidal
Communication

20. @eddievidal
Communication

21. Communication

22. @eddievidal
Who We Are

23. @eddievidal
Who We Are 26
Skill Group Before After
Password, General
Info
20
Workday 7
Technical 10
Project 3
Academic 6
Clinical 4

24. @eddievidal
Who We Are 26
Skill Group Before After
Password, General
Info
20 26
Workday 7 26
Technical 10 16
Project 3 16
Academic 6 12
Clinical 4 11

25. @eddievidal
Numbers
2014 2015
Emails 55,628 59,472
Calls Offered 194,204 206,736
Calls Answered 160,857 177,444
CallsAbandoned 25,934 23,232
Abandon Rate 13.4% 11.2%
AvgSpeed to
Answer
1:47 1:23
Service Level 54% 62%

26. @eddievidal
Numbers -Wins
2014 2015 Change
Emails 55,628 59,472 6.9%
Calls Offered194,204 206,736 6.5%
Calls
Answered
160,857 177,444 10.3%
Calls
Abandoned
25,934 23,232 -10.4%
Abandon Rate 13.4% 11.2% -15.9%
ASA 1:47 1:23 -22.4%
Service Level 54% 62% -14.8%
FCR 81% 85% 4.9%

27. @eddievidal
Value -Career Path

28. @eddievidal
Value
Skill set changes on the fly
New Employees contribute faster
Scalable setup for projects
Ability to more resources around to
different shifts and provide coverage

29. @eddievidal
Value
24 x 7 Support
Technical Resources work on tech calls
Team Meetings
Guest Speakers

30. @eddievidal
Culture & Changes
Shared plan 8 to 10 months in advance
Ask questions and what if scenarios
instead of telling them
What would you do if this were to happen?
Discussed at every team meeting
Moved team members gradually

31. @eddievidal
Projects

32. @eddievidal
Tools
Service Now
Cisco IPCC
Exony–Reporting
Knowledge Base –SharePoint/Service Now

33. @eddievidal
Training
Workday –Saturday Sessions
Weekly Meetings –Guest speakers
Cross Training
Lynda.com
Skillsport
Workforce Engagement Dept
KB Wiki
3 HDI Support Center Analysts

34. @eddievidal
Calls by Hour
Midnight to 7 AM -
0.65%
6 PM to Midnight –3.06%
6 PM to 7 AM 3.71%
7AM to 6 PM 96.29%Hour Total
12:00 AM 22 0.11%
1:00 AM 13 0.06%
2:00 AM 9 0.04%
3:00 AM 13 0.06%
4:00 AM 3 0.01%
5:00 AM 9 0.04%
6:00 AM 68 0.33%
7:00 AM 5532.64%
8:00 AM 19909.51%
9:00 AM 278713.32%
10:00 AM 275813.19%
11:00 AM 239011.43%
12:00 PM 17698.46%
1:00 PM 19189.17%
2:00 PM 219010.47%
3:00 PM 18869.02%
4:00 PM 13546.47%
5:00 PM 5452.61%
6:00 PM 2241.07%
7:00 PM 1370.65%
8:00 PM 1230.59%
9:00 PM 75 0.36%
10:00 PM 53 0.25%
11:00 PM 28 0.13%
Grand Total 20917100.00%

35. @eddievidal
Calls by Hour
Midnight to 7 AM -
0.65%
6 PM to Midnight –3.06%
6 PM to 7 AM 3.71%
7AM to 6 PM 96.29%Hour Total
12:00 AM 22 0.11%
1:00 AM 13 0.06%
2:00 AM 9 0.04%
3:00 AM 13 0.06%
4:00 AM 3 0.01%
5:00 AM 9 0.04%
6:00 AM 68 0.33%
7:00 AM 5532.64%
8:00 AM 19909.51%
9:00 AM 278713.32%
10:00 AM 275813.19%
11:00 AM 239011.43%
12:00 PM 17698.46%
1:00 PM 19189.17%
2:00 PM 219010.47%
3:00 PM 18869.02%
4:00 PM 13546.47%
5:00 PM 5452.61%
6:00 PM 2241.07%
7:00 PM 1370.65%
8:00 PM 1230.59%
9:00 PM 75 0.36%
10:00 PM 53 0.25%
11:00 PM 28 0.13%
Grand Total 20917100.00%
Demand Management
Capacity Management

36. @eddievidal
Calls by Hour

37. @eddievidal
Goals
Not Ready Time
Knowledge Based Articles
Call Monitoring
Professional Development
Calls vsIncidents

38. @eddievidal
Lessons Learned
Communicate Changes
Involve the team

39. @eddievidal
Still Working On
Not Ready Time
Abandon Rate
Cross Training
Knowledge Base
Long Hold Time for Clinical and Weekends
Customer Surveys
Turnover –Sharpen the Saw

40. @eddievidal
Light at the end of the Tunnel

41. Eddie Vidal
•HDI Hall of Fame –Class of 2016
•HDI & Fusion Track Chair &
Speaker
•HDI Strategic Advisory Board
•Founder of South Florida HDI
Local Chapter
•Published in Support World
Magazine & HDI Connect
•itSMFMonthly Podcast Producer
•2014 itSMF President’s Award
Managing Director –EJV Corp
[email protected]
@eddievidal
http://www.linkedin.com/in/eddievidal

42. @eddievidal Eddie Vidal | 305-439-9240 | [email protected] | @eddievidal
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