James Isaac Mitchell (Ike) |
Fort Collins, CO 80525 970-231-0098 (m) Ike@ikemitchell.com |
Case Studies |
IM |
Case Study: US Army Materials Command Logistics Modernization Program |
§ New SAP logistics system rollout requiring application support. Transform a legacy application support organization to support the new application
§ Technical Infrastructure: Expand existing PBX to include Automatic Call Distributor for basic command and control capabilities. § End-User Self Help: Create end user support portal to request support and provide self help knowledge content § Operational Excellence: Implemented basic contact center command and control capabilities including quality, accuracy, and performance management tools and processes § One Call Resolution Rate: Work with application and security specialists to migrate work from high cost programmers and analysts to support center
§ One call resolution rate raised from 16% to 35% in five months § End user self help portal deployed with 20 self help knowledge assets and formatted e-mail § Individual performance metrics made available to management for the first time. Enabled deployment of performance and quality management programs |