“Raising the bar in Customer
Service”
Agenda
• Mercury Introduction
• Structure/Evolution of CSO
• Where we were
• Overview of needs assessment
• What we did - how we got there
• Where we are
• Moving forward
• Q&A
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Business Technology Optimization
BUSINESS
Demand
Are we working
on the right things?
Applications
IT GOVERNANCE
Are we doing them
right?
Are we delivering
business value?
APPLICATION
DELIVERY
DEVELOPMENT
APPLICATION
MANAGEMENT
INFRASTRUCTURE
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Mercury’s BTO Offering Portfolio
IT GOVERNANCE
MERCURY IT GOVERNANCE CENTER™
Dashboard
Demand
Management
Portfolio
Management
Program
Management
Project
Management
Resource
Management
Time
Management
Financial
Management
Change
Management
Foundation
APPLICATION MANAGEMENT
APPLICATION DELIVERY
MERCURY QUALITY CENTER™
MERCURY PERFORMANCE CENTER™
MERCURY BUSINESS
AVAILABILITY CENTER™
Dashboard
Dashboard
Dashboard
TestDirector
Requirements Mgmt • Test Plan
Test Lab • Defect Mgmt
LoadRunner
End User Management
Diagnostics
(J2EE, .NET, SAP, Siebel, Oracle)
Service Level Management
Functional Testing
QuickTest Professional
WinRunner
Tuning
Diagnostics
(J2EE, .NET, SAP, Siebel)
Capacity Planning
Application Mapping
Business Process Testing
Global Management
System Availability Management
Foundation
Foundation
Foundation
Solutions available for: J2EE • .NET • SAP • Siebel • Oracle • PeopleSoft
DELIVERY OPTIONS
Managed Service
Combination
In-house Deployment
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Mercury Customer Support
• Centralized 3-tiered model
• ~ 50 engineers – UK/Israel based
• High complexity, low volume
• Approximately 3000 SRs per month
• Multi-lingual support – 11 languages
• Direct communication with T2 and R&D
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Mercury CSO Structure
VP- Technical
Services
Tier 3 (R&D)
Director - CSO, EMEA
Operations Manager
Tier 2
Centre Managers (4)
Support Delivery
Managers (2)
Tier 1 Senior Manager
CSR
Team Leader
Tier 1 Service
Managers (4)
Tier 2 Engineers (10)
Tier 1 Engineers (40)
CSR Reps (3)
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Where we were…
• Centralised EMEA CSO
• Stabilised environment
• Customer Sat was OK
• Wanted the next level
• Needed help
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Starting Point… SCP Certification
•
Kicked off framework – lots to consider…
•
Consistency with mission/objectives
•
CSO Mission:
“Make Our Customers Successful - Help them derive Maximum
Value from Mercury”
•
Collaboration with US counterparts
•
Alignment of Soft skills
•
Customer Segmentation Plan
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Strategy for moving forward
• Set foundation for formal soft skills coaching/training
• The plan…
• Monitoring
• 1-2-1s
• Mentoring
• Refreshers
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The Challenge…
• How to influence those who “don’t need help”?
• Needed quick-wins
• Proven models/strategies
• Relevant content
• Wanted Ongoing mileage
• Point of reference for planned coaching/training
• Translate into results
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Considerations…
• Internal versus external delivery
• Methodology
• Holistic “process” versus isolated “sessions”
• Content
• Proven models/strategies
• Implement quickly
• Credibility
• Market acceptance/recognition
• Understands Support environment
• Cost
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Areas of development
• Understanding “you“ & “them”
•
why do I always get the crazy ones…?
• Confidence from the start
• Difficult customers
• Setting expectations (internally/externally)
• Customer Segmentation
• “Better” and “More Better” service…
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Certified Support Professional
Advantages
• 3 step certification methodology
• Pre-course consultation
• Flexible, interactive facilitation
• Competency assessment
• Benchmark for follow up coaching/training
• Ties into SCP Certification
• Industry Recognition (global)
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CSP modules
• Communication Fundamentals
• Information Gathering
• Building on Communication Basics
• Challenging Customers
• Maintaining Confidence and Credibility
• Effective Teamwork
• Personal Development
• Support Processes and Tools
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Follow up - what we’ve done
• CSP influenced phone coaching
• Link to Phone Coaching doc
• Developed with input from employees
• Regular consistency sessions
• Helping to identify further areas for training
• New hire soft skills training programme
• CSP tied to Career development plan (all tracks)
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In addition to soft skills
• Re-focussed recruitment strategy
• Balanced candidates
• Customer-centric
• Revamped CSO interview process
• Interview training
• Interview consistency
• Interview questions
• Group dynamics
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Where we are
• Customer Sat moving up (increased top box scores)
• All engineers, coaches, managers are CSP certified
• CSP material is “the” point of reference
• Negotiation
• Confidence
• Professionalism
• Questioning
• Differences
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What we need to do next…
• Align CSAT, soft skills, coaching feedback with material
• Introduce end-to-end programme
• intranet, accessible by relevant personnel
• Continue with regular refresher training modules
• based on feedback from surveys, complaints, monitoring etc.
• Revisit internal employee survey
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CSO Quality Programme
Customer Strategy
Continuous Improvement
Career Development Plan
Soft
Skills Training
New
Hire
CSP
Refresher
Monitoring/Coaching
Phone
SR
Surveys
Effective Leadership
Mercury Confidential & Proprietary
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Questions?
Mercury Confidential & Proprietary
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