SMB150: I Can Hear You: The Value of Voice Integration in Service Management David Mora Mike Heberling

2. I Can Hear You: The Value of Voice Integration in Service
Management
David Mora – Senior Manager IT Support Services, Randstad
Mike Heberling – Principle SE, Ivanti
MAY 2017

3. Agenda
 Randstad Overview
 History with Ivanti Software
 Premise to Cloud, Setting the Stage for
Quick Time to Benefit
 Changing Environments - How Ivanti
Voice Enhances Quick Time to Benefit
 Summary
 Q&A
3

4. Randstad Overview
Randstad US
Second largest staffing
organization in the U.S.
Randstad Business Segments
Core Values
OVERVIEW

5. Enterprise Service Management - HR
Voice IVR
Self Service
HRIS
ScreenpopQuality
Management
Skills Based
Routing
Problem
Management
Password
Reset
Voice
Mails

6. Enterprise Service Management – Customer Service
CUSTOMERS
In PersonMail PhoneFax Web E-mail
Customer self-service Front office staff
interaction
Auto response
Provisioning Acct MaintenanceOrder Management
UNIVERSAL QUEUE
Consolidated Customer History

7. Enterprise Service Management - IT
Voice IVR
Self Service
ScreenpopQuality
Management
Skills Based
Routing
CMDB
Problem
Management
Password
Reset
Voice
Mails

8. Path to Benefits
 Quick Time to Benefit in the Modern World
 15 + years with Ivanti
 Met with Randstad
 December 2007, March 2009, July 2009
 Introduced Cloud March 2010, repeat July 2011
 Order from Chaos, enter David Mora
 Ivanti Classic circa version 1999
 Refresh needed
 No upgrades, no touch by DBA’s
 Must Support; Help Desk, External Customer,
Support, and HR
BENEFIT

9. Ivanti Voice as a Facilitator for Change
Previous acquisition of Professional
Staffing Services requires merger -
Improved call handling a must

10. Quick Time to Benefit – MS to Google
Company
Wide
Migration

11. Quick Time to Benefit - SnowMageddon

12. Quick Time to Benefit – Adding Departments
Staffing Consulting
and Projects
IT Outsourcing Workforce
Solutions

13. Quick Time to Benefit Seasonal Changes
Average Call Volume is approximately 1,500 calls per day.
Hi Mike! Great hearing from you!
They say a picture's worth 1000 words....
I'd say we're busy! All is going smoothly!
David Mora, Randstad 1/28/2015

14. Quick Time to Benefit – Seasonal Changes
Here's one of the reason's you guys ROCK
David Mora, Randstad 2/6/2015

15. Quick Time to Benefit – Seasonal Changes
FROM 1,500 CALLS PER DAY
TO 10,000 CALLS PER DAY
WITH NO ADDITIONAL STAFF!!!

16. Summary
Service Management
Solutions
Telephony
Solutions
The Sweet Spot!
Service
Automation

17. Q and A

18. THANK YOU