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
Text Box: Challenge Text Box: Actions Text Box: Results

§ 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