The customer support organization Symantec, a global technology services provider, identified a way to reduce time to escalation by as much as 90%. The goal was to use Value Network Insightstm network-centric business intelligence to gain predictive capability in Service Level Management. Specifically it became possible to identify cases with a high probability of not meeting the Service Level Agreements (SLAs). Pre-emptive optimization of case handling could then be possible early in the lifecycle, before the Service Level was not met. This represents the first time this capability has been achieved in a global enterprise. Focus is now placed on critical cases for the main product groups in key accounts.
How they did it
Value network metrics and thresholds were identified in support cases that deviated from desired performance by providing over- or under-delivery on SLAs. These patterns were captured and compared to cases that successfully met the agreements. The comparative analysis provided a new set of indicators to predict and manage support cases deviating from standards.
Evaluation steps
Case flow histories of several thousand support cases, including relevant organizational, product, and contract data, were exported from the case handling system and then batch analyzed using the Value Network Insightstm business intelligence application. The generated network statistics were then compared against previously identified thresholds to determine whether or not the significant value network pattern deviation existed. If so, then a management escalation of the case was triggered. If this deviation was not happening, then the current case handling activities were continued and a deviance analysis performed at the next status change.
Data handling
Data used was primarily a flat-file extract from the CRM tool including user data from the organization management tool in use. The data handling process involves creating a performance baseline from a 3-month time period using batch network analysis capabilities of the Value Network Insightstm SaaS application and correlating that with internal case performance measures such as Service Level compliance.
Next steps
Building full capability requires automating and integrating value network indicators with the existing escalation process to continuously improve monitoring, governance, and optimization of the customer support experience. The integration plan begins with initial small customizations in the existing reporting structures, then configuration of the existing BI tools with a real-time processing interface to the Value Network Insightstm SaaS application – to enable network-centric performance management.
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