Ten Steps to Creating a SharePoint Support Model - Geoff Evelyn
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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?
- 5. • Identify Staff Capability • Current Skills • Required Skills • Build an Inventory – Map SharePoint – Map Integration Services – Infrastructure – Contacts
- 6. Ten Steps to Creating SharePoint Support
- 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
- 9. Ten Steps to Creating SharePoint Support
- 10. • Market SharePoint Support • Establish Call Procedures • Setup Training and Awareness Channels
- 11. Ten Steps to Creating SharePoint Support
- 12. • Confirm where ownership of request lies • Chart the work and showcase • Ensure Customer feedback
- 13. Ten Steps to Creating SharePoint Support
- 14. • 360 degree feedback • Use UAT to confirm success • Analyse Failures and Successes • Be Proactive!
- 15. Ten Steps to Creating SharePoint Support
- 16. • Justify ROI • Time taken to solve • Lost user productivity • Record resolutions • How Do I • FAQs • SharePoint Helpdesk 2013
- 17. Ten Steps to Creating SharePoint Support
- 18. • Build Business Rules • Policy aids Standards • Establish or use existing Change Control Mechanisms • Develop Statement of Operations
- 19. Ten Steps to Creating SharePoint Support
- 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
- 21. Ten Steps to Creating SharePoint Support
- 22. • Don’t just Survey everyone • Carry out Random Phone Polling • Consider Participation Rewards • Conduct and LISTEN to what people say
- 23. Ten Steps to Creating SharePoint Support
- 24. • Review and Schedule • Repeat steps 1 to 9 • Be aware of the solution delivery model
- 25. Ten Steps to Creating SharePoint Support
- 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
- 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
Notes de l'éditeur
- PA TO EXEC
- TV SHOP
- SQL GUYS
- BOX OF COPIES
- FARMER
- Go back to step 1 every four to six months and review the whole setup