Consultants: Chantal Magnan Maurice Shen Abhiram Pushparaj Sarah Smith

Addressing Rising Costs:Leveraging the Strengths of Data Clarity Inc

DCI Revenues are Growing

Why then is DCI losing profits?

Current Tech Support is Unsustainable

TS/C costs have risen by ~150%/yr since 2010

Leverage the True Strength of DCI

Develop software-based solutions

Replace On-Site Service with Remote Help Service

Enhance Usability to Minimize Calls per User

Lower Referral Rate <15%

Start 6 12Months

18 24

Reduce referral rate average to 15%

Initiative EffectRequired target and additional incentives

Referral rate of <15%

Key Performance Indicators Technicians view performance in real-time

In-house databank of common Q&A

Resource for finding solutions faster

Referral Rates Correlate with TS/C Cost

Assumption: Given more time per call, referral rate will decreaseCOST SAVINGS

2014

Targeting 15% Referral Rate will Save $3M

Assumption: Given more time per call, referral rate will decreaseCOST SAVINGS

$3MTarget

2014

Developing Remote Access to Replace On-Site Visits

Integrating remote access into DCI software will allow call-centre technicians to view the client’s software in real-time

Bomgar Solutions

Previously Demonstrated Effect on DCI30% reduction in time per call 3.5 → 4.4 calls/hr/technician

40% reduction in referrals 15% → 6% referral rate

Elimination of onsite consults In-house Specialists for referrals

Remote Access Will Save an Additional $4M

$4M

TS/C Cost-Revenue Ratio Has Been Increasing

Usability is decreasing as software functionality and complexity increases

R&D Section Dedicated to Improving Usability

Foraker, Microsoft

70% Reduction

Risks and Mitigation Strategies

KPI’s and Reduced Referral RateRisk: Higher standards for referral rates may initially result in high staff turnoverMitigation Strategy: Risk Acceptance

Remote Access for SupportRisk: Remote access can be a privacy concern for clientsMitigation Strategy: Risk Control

Investment in R&D for UsabilityRisk: Large upfront investment; delay in recuperationMitigation Strategy: Risk Acceptance

Projected Financials for TS/C followingStrategy Implementation

Leverage the True Strength of DCI

Developing software-based solutions

Replace On-Site Service with Remote Help Service

Enhance Usability to Minimize Calls per User

Lower Referral Rate <15%

Start 6 12Months

18 24

DCI: Today Toronto, Tomorrow the World

THANK YOU!Questions?

Appendix

Example of Successful Case Study After Implementing Remote Access

Australian Finance Group- implemented remote access in 2005- support call hold times have reduced by 20%- total call times reduced by 30%- first-call resolution rate increased by 50%- now handle 20% more support incidents at the same time

Appendix

“The rule of thumb in many usability-aware organizations is that the cost-benefit ratio for usability is $1:$10-$100, that is, for every dollar spent implementing usability techniques, the organization will realize a benefit between $10 and $100”

- Gilb, T. (1988) Principles of Software Engineering Management. Addison Wesley, Reading, MA

Appendix: Ways of Improving Usability

1. Check your end-to-end workflows for key tasks.

2. Sort out your terminology.

3. Check your consistency.

4. Rewrite your error messages.

5. Reduce the number of errors users will encounter.

6. Remove a feature.

7. Rename buttons.

8. Check defaults.

9. Only offer functionality that really is available to the user.

10. Put some “help” in the UI.

Appendix: Potential KPIs to Utilize

● Referral Rate● Service levels● Answer and abandon metrics● Average handle time (AHT)● Average speed of answer (ASA)● Average talk time (ATT)● Forecast accuracy● Labor costs and staffing● Shrinkage and absenteeism