The document outlines ten steps for creating a SharePoint support model that focuses on customer centricity. It emphasizes that support is about enhancing user productivity and experience, not just problem solving. The ten steps include identifying staff skills, building a customer map, establishing support procedures, training and marketing support offerings, collecting feedback, justifying return on investment, and regularly reviewing the model. Customer experience is key, and the overall goal of the support model is to achieve enhanced user productivity.
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Ten Steps to Creating a SharePoint Support Model - Geoff Evelyn
1. Ten Steps to Creating a SharePoint
Support Model
Geoff Evelyn
2. IDENTIFYING THE PROBLEM
“Good Customer service should be non-negotiable and service
providers shouldn't hide behind self-service tools and technology when
it comes to knowing their products and taking care of their customers”
“70% of buying experiences are based on
how the customer feels they are being
treated“ (McKinsey)
“It takes 12 positive customer experiences to
make up for one negative experience”
(Parature)
“89% of customers have stopped
doing business with a company
after experiencing poor customer
service” (RightNow Customer
Experience Impact Report)
3. In this session we will solve the problem
• Practical techniques for creating first class SharePoint support
environments
• Strategic and Measured approach for the creation of a support
model
• Ten key steps in building support built on
• What needs to happen?
• Why does it need to happen?
• Where should it happen?
7. A SharePoint Customer is anybody who consumes
what they perceive you have produced…
What is a Customer?
Whether or not the customer ’s
perception is correct…
Whether or not you had
produced it…
Whether or not you had
intended to produce it…
8. • Build the Customer Map
• Identify Customer Importance
• Language
Chief Executive
Corporate
Executive
Communications
Procurement
HelpDesk
Operations
SharePoint
Support
Finance
Strategy
Engineering
D = Decision maker
I = Influencer
C = Consent
P = Player (target for Training)
+ = Positive attitude
- = Negative attitude
O = neutral attitude
I = attitude unknown
+D
-I
+C
?D
?D
+I
? I/P
+ + D
?C/P/I
Legal
+ + D
20. Results
Solutions
Priorities
Quality
surveys
Enquiries
Solutions
Complaints
Impressions
Complaints
THE OUTSIDE WORLD
USERS
HELPDESK
SHAREPOINT RESOLVERS
Resource
requests
Influencer
marketing
Results
Resource
requests
SUPPORT
ADMIN
Commercial
pressures
Commercial
pressures
• Get Out and Mix
• Create Channels and
Utilise
• Evangelise your Support
offerings
• Learn Customer
Language
26. Summary
• Customer Centricity is key to support delivery
• Support Model should ultimately achieve enhanced User
Productivity
• Support is not just for Problem Solving, it’s for continuously
anticipating and enhancing the user experience
27.
28. Resources
BOOKS:
• SharePoint 2013 User Adoption and Governance,
Chapter 8
• Managing and Implementing SharePoint 2010
Projects
Other Resources
SharePoint 2013 Helpdesk Site Template
http://www.sharepointgeoff.com/sharepoint-2013-helpdesk-site-available/
Starting off a successful SharePoint Platform Support model
http://www.sharepointgeoff.com/starting-off-a-successful-sharepoint-platform-support-model/
7 ways of identifying a Super-Duper SharePoint Support Person
http://www.sharepointgeoff.com/7-ways-of-identifying-super-duper-sharepoint-support-person/
How much knowledge do you have to support SharePoint?
http://www.sharepointgeoff.com/how-much-knowledge-do-you-have-to-support-sharepoint/
Office365 Support Offering
http://technet.microsoft.com/en-us/library/office-365-support.aspx
29. It’s SharePointGeoff!
thank you.
SHAREPOINT AND PROJECT CONFERENCE ADRIATICS
ZAGREB, 10/15/2014 - 10/16/2014
• Home: http://www.sharepointgeoff.com
• Email: geoff@geoffevelyn.com
• Twitter: @geoffeve
• Yammer: Geoff Evelyn
• Been using SharePoint since 2003 !
• 3 x SharePoint MVP
• Author:
• SharePoint 2013 User Adoption and Governance
• Managing and Implementing SharePoint 2010 Projects
• M.O.S SharePoint 2010 Study Guide
• Co-Author M.O.S Microsoft Office 2010 Study Guide
• Institutions:
• Analysts and Programmers
• Information Management Systems
• Engineering Technology
• Chartered Institute of Information Technology