Employee Experience as driving factor for Service Improvement

Might as well do my morning yoga while waiting for support

to fix it. Not like anyone cares?!?

Agenda, 45min + Q&ABrief IntroCase #1: Getting enough feedback volumeCase #2: Portal or Email, how to justify?Case #3: Where are you doing worse than others?Case #4: Learn with employee profilesQ&A, Please write questions into the questions section during the presentation! Pasi Nikkanen

Chief Product Officer, HappyNowpasi.nikkanen@happynowltd.com+358 44 548 0000

Our vision is to change how Service Management measures service performance.

1. Concrete way to develop services from the employees point of view

2. Make provider and customer work together towards common goal.

3. Motivated support personnel, who can daily learn from employee feedback.

Aug 2016200.000 employees

+1200 daily feedbacks

technology partner

WE ARE

HappyNow

Employee value = +

+52 2 h 51 minHappyBenchmark for IT Incident

Calculated from over 300.000 feedbacks

Happiness Lost Work Time

Common targets for all parties – IT, Business, Provider

Service Desk SLAsFocus on Provider’s Service Desk performance

violations.

Happy SLAFocus on Customer’s service improvement and

development from employees point-of-view.

vs+

#1 Getting enough volumeLess emails and increased conversions.

Normal Email Workflow vs. HappyNow• Target is to increase conversion (response rate) and reduce

email SPAM users are receiving.

Resolved Closed Survey 1st Reminder 2nd Reminder# emails during process before

resolution

Approval Closed Survey# emails during process before

resolution

Incidents

Requests 1st Reminder 2nd Reminder

HappyNow for both

# emails during process before

resolution

Approve by rating

Replace Resolved/Approval notifications with HappyNow notification and deactivate everything after that. HappyNow will close ticket automatically after user rating, but you can retain your automatic closing workflow if user doesn’t answer.

Let’s learn from consumer world. Bad.

Looks scary, don’t have “few minutes”.

Forget it.

Let’s learn from consumer world. Good.

Before HappyNow companies tell us less than 10%

Lowest response rate for HappyNow is 29%

Highest is 65%

15x is the largest increase we have seen.

#2 Portal or Email, how to justify?

Do you know how much work time is lost in each channel?

Insight with HappyNowYou are able to focus development

“I can finallysee how experience is linked into delivered services, offerings,

channels and more…not just SD

performance.”

CHAT

ONSITE

EMAIL

PHONE

SELF-SERVICE PORTAL

Business Case to close down email and move to self-service portal:

On average each email ticket creates 2h 51min lost work time more than Self-service Portal. Let’s use 2,5h to simplify.

Used internal price 50 €/hActual ticket volume 200 (30% response rate).

(2,5 * 50 €) * 200 = 25.000 € / month.

300.000 € / YEAR

Based on HappyNow data(actual numbers, 30 days in company with less than 1500 tickets / month)

#3 Benchmark Comparison

Is our number good or bad?

Analysis is time consuming?• Freetext comments require analysing• Categorising them is laborious

Factors reported in realtime, always

Our ServiceNow App

Factors give you quick insight into the things which are working and things that are not working in the service experience.

But how do you compare to others?

Our Cloud Reporting service

Huge differences compared to benchmark value show that there is something worth investigating.

#4 Learn with Employee Profiles

HappyNow Support Profile help you understand your employees.

Employees are different

• Employee profiles are used to identify how to provide good service to different types of people in your organisation.• Profiles are

presented in a matrix of 2-axis

Doer

Competent / Confident

Trier

Incompetent / Unconfident

Act / Do It Myself Ask / Do It For Me

Prioritiser

Supported

Know how people divide into profiles

TRIER 13%

DOER 49%

PRIORITISER 31%

SUPPORTED 7%

+68 0 h 37 min

49 %

31 %

7 %

13 %

1094replies

+61 4 h 6 min

+70 3 h 4 min

+82 2 h 3 min

• Clear and easy self-help• Values personal help even more than other profiles - in this way

learns• Efficient and easy to find assistance• Wants to learn how to solve things and where to find help and

then share that with others. • Wants to communicate but has problem contacting new people• Talks about the services in 'good' and 'bad'.• Blog / tips / updates on current common problems

I am a Trier”I at least rebooted the

computer and tried to figure out the problem on my own.”

• Does not have the patience to find the Ask & Share or self-help instructions often exist in several locations

• ICT language challenge • Might come to wrong conclusions and confuse the helper• There is no clear preferred method for solving a problem.• Typical Trier requests only one or two Doers or other helpers,

but if instructed they are willing to also contact other experts (Finding the Key User search is a good start)

EXTROVERT / INTROVERT

COMPETENT / UNCOMPETEND

RULE ORIENTENT / REBELLIOUS

PATIENT / IMPATIENT

VALUE CREATION

BOTTLENECKS

Using the profiles

Doer49%

Supported7%

vs.”I try to solve problems myself and also Google for solutions. People often ask me for help, sometimes I advice them, but often it’s just quicker to fix it

myself.”

Example Development Decision: Provide self help or not?Without understanding what the volume of users in different profiles is, how would you decide which route to

take?

”I have one number to call and that’s the only thing I

need to know”

You can now with more confidence decide thatyou need to start improving the self-healing tools,

since 49% of your employees would like to use them.

brings you

1. Concrete way to prove business value of employee experience.

2. Make provider and customer work together towards common goal.

3. Motivated support personnel, who can daily learn from employee feedback.

Q&ANext months webinar topic:

Motivating Service Desk agents to create

better employee experience.

Sign-up to newsletter to get invite at http://happynowltd.com/

Meet us at:ITSMf UK

Sofitel London Heathrow

21st – 22nd Nov

Stand # 01

Meet us at:ITSMf Finland

Crownplaza, Helsinki10th Nov

I’m told to just close tickets as

fast as possible…

Service Desk Personnel

Before

Weeklymeeting agenda:

complaints, complaints..

How canI explain to my

manager that it’s the service that

people are complaining

about??

After Great to start morning with

positive feedbacks!

Hey Jack,What’s your score

today?

I’m +58! +72 +70

+63

After

Thank youBook your demo today.

hello@happynowltd.com

Next months webinar topic:Motivating Service

Desk agents to create better employee

experience.Sign-up to newsletter to get invite at

http://happynowltd.com/

Meet us at:ITSMf UK

Sofitel London Heathrow

21st – 22nd NovStand # 01

Meet us at:ITSMf Finland

Crownplaza, Helsinki10th Nov