1. Troubleshooting: A Case Study in
Improving Customer Satisfaction
Jeremy Stephens, Corptax
Malcolm Carlaw, Impact Learning Systems

2. Poll: What type of offering do you personally support?
 Software
 Hardware
 Services
 All of the above

3. Primary Drivers of Customer Satisfaction
Time to
Resolution
Customer
Service Skills
Satisfaction
Employee
Satisfaction

4. What are the Issues?
Employee
Resolution
Satisfaction
Time
Lost Hand-offs
Trust
Documentation
Poor or Good
Troubleshooting
Call-backs Skills
Unnecessary
Parts
Additional Collateral Ordering
Resources Damage

5. Resolution Time Drives Customer Sat.
Data developed by MetricNet

6. Engineer Satisfaction Drives Customer Satisfaction
Data developed by MetricNet

7. What is in the balance?
 Customer Satisfaction
 Operational inefficiencies
 Lost trust – clients/co-workers
 Morale
7

8. Poll: What are your top two troubleshooting issues?
 Resolution time
 Hand offs/ documentation
 Operational inefficiencies
 Lost trust – client/co-workers
 Employee satisfaction

9. Mitigating the Problem
 Troubleshooting skills vs technical knowledge
 Critical thinking
 Common troubleshooting process
 Common language
9

10. Common Troubleshooting Process
Diagnostic Troubleshooting Process
Setup Problem Identification Problem Resolution
Good
Decision Verify Define Isolate Identify Problem
Justify Resolve
Problem Problem Problem Cause Solution Problem
Making Problem Identification Resolution
Level 1 support
 E-book available with details about each of these steps

11. Results
 Operational Efficiency
 Increased Satisfaction
 Typical results
» 5-9% improvement in TTR
» 4-8% improvement in C-SAT
» Focus on specific metrics

12. Support Staff Excellence Program
2009, 2010, 2011
2012 (pending)

13. Case Study: Corptax, Inc.
Jeremy Stephens
Manager, Customer Support

14. About Corptax
14

15. Corptax Support
88% percent of support staff are accounting
professionals
15

16. Poll: How do you measure resolution time?
• Months
• Weeks
• Days
• Hours
• Minutes
16

17. Our Story
• 2008 Launched Customer Support training
with Impact Learning
• Results indicated other weaknesses to fill
• Q1 2009 Launched Diagnostic
Troubleshooting
17

18. Implementation Issues
• Lack of Executive Support
• Scheduling Issues With Home-Based Staff
• Management Requires Training
18

19. Adoption
“This training was very helpful. The tools to identify
the root cause — and not just the underlying direct
cause — have helped me save a tremendous amount
of time and has helped me obtain quicker resolutions
for my customers.“
Shellie Bailey, Customer Support
19

20. Maintaining the Focus
• Syncing Troubleshooting skills adoption with
Q/A process
– “The program was valuable in providing a
structural process for troubleshooting.”
• Reinforcement tools
– Weekly “announcements”
– Poster reminders
20

21. Customer Surveys
Skills and Knowledge
0.99
0.97
0.95
0.93
0.91
0.89
10Q1
11Q4
08Q3
08Q4
09Q1
09Q2
09Q3
09Q4
10Q2
10Q3
10Q4
11Q1
11Q2
11Q3
12Q1
21

22. First Contact
First Contact Resolution
65%
60%
55%
50%
45%
40%
35%
11Q2
09Q1
09Q2
09Q3
09Q4
10Q1
10Q2
10Q3
10Q4
11Q1
11Q3
11Q4
12Q1
22

23. 24 Hour Solution
Resolved Within 24 Hours
0.9
0.85
0.8
0.75
0.7
0.65
0.6
11Q2
09Q1
09Q2
09Q3
09Q4
10Q1
10Q2
10Q3
10Q4
11Q1
11Q3
11Q4
12Q1
23

24. SLA Achievement
SLA Achievement
1
0.99
0.98
0.97
0.96
0.95
0.94
0.93
12Q1
09Q1
09Q2
09Q3
09Q4
10Q1
10Q2
10Q3
10Q4
11Q1
11Q2
11Q3
11Q4
24

25. Beware of Success Q1 2012
25

26. Award winning
Excellence in Support Services – Emerging Companies LEVEL 1 & 2 2011
Excellence in Support Services – Small Company
LEVEL 1 & 2 2010
Finalist – Continuous Improvement in Support Services
LEVEL 1 2009

27. Additional Information
Questions?
Next step: Deeper dive into the
product
 Thursday May 31st 10:00 AM PT
 Tuesday June 5th 11:00 AM PT