Gift Card IssuesResolutions

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Communication Links for Self Help
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Agenda

• Darden and IT Support Overview
• Issues We Faced in IT Support
• Phase I Support Web Page
• Phase II Improved Call Tracking System

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• 1200 restaurants
• Training
• CBTs
• Turnover

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Help Desk Overview Staffing

• 22 specialists, and 2 supervisors
• Currently, hire predominantly former hourly
  employees from our restaurants
• Planned, hire 50/50 mix restaurant and technical
• Staffed 24 hours a day/7 days a week

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Help Desk Calls

• Call Volume
• 4200 - 5500 calls per week
• Busy days are over 1000 calls
• Call Tracking
• Lotus Notes
• Time Consuming
• Difficult
• Call Types
• Procedural 33.3
• Hardware 33.3
• Software 33.3

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That sounds like normal wear and tear to me

• A restaurant placed a service call to have a
  terminal completely replaced
• HD How did an entire terminal get destroyed
• MGR One of the production people threw it at
  one of the managers
• Mgr Would that be covered under maintenance

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Could you order these items for me from this
catalog too...

• Mgr A guest came in to buy 3500 worth of gift
  cards
• Mgr They had a credit card number and
  expiration date on a piece of paper, and said the
  credit card was in someone elses name
• Mgr Should we accept it

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We will dial in and fix it right away

• Server called and asked to speak to the Labor
  Scheduling support person
• She wanted to know why the manager did not have
  her scheduled, and could we put her on the
  schedule for today

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Technical Support Overview Staffing

• 7 analysts, and 2 projects leaders
• Mix of promoted Help Desk and Technical
• Technical Background
• Staff experience.
• Staffed 7 days a week

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Technical Support Calls

• Call Volume
• 375 calls per week
• 120 calls left open
• 65 calls closed under 24 hours
• Call Types
• Hardware
• Software

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Issues

• Restaurants

• Help Desk

• Technical Support
• Work day
• 10 to 12 hours
• Pages during nights and weekends
• Morale
• Life was not good

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Why were we in such bad shape?
1. We did a poor job of sharing solutions.
2. We did not provide adequate training.
3. We did a poor job of sharing solutions.
4. We did not provide adequate training.
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How did we get to this point?
1. Difficult to use call tracking system.
2. Inadequate updating of calls in Lotus Notes.
3. Problems are to hard for anyone else to
resolve.
4. Job security.
5. Shut Down/Shut Down.
6. No Common Documentation.
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What could we do?

• Continue to answer the Fastest Finger questions.

or

• Use your Life Lines.

1. Phone a friend.
2. 50/50.
3. Poll the audience.
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The Idea

• A Knowledge Database
• Applications Help, The Web, The Library, School.
• Common for all to use
• Include all kinds of documentation (maintenance
  agreements, procedural/hardware solutions,
  training documents).
• Phase 1 The Support Web Page
• Phase 2 Integrated Call Tracking System.

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Phase I The Support Web Page

• Everybody likes change, right.

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Build it and they will come.

• Problem The support team does not have any
  programmers.

• Solution Find someone who will work for food.

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Shared knowledge is power.

• Problem The support team felt knowledge was job
  security.

• Solution Explained they are limiting themselves
  and the difficult problems will always be
  supports to work.

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Convincing others.

• Problem Convincing the Help Desk that more work
  was a good thing.

• Solution Find people who are eager to learn and
  raise them up. Reward them. Create competition.

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Filler up.

• Problem Need content.

• Solution Define a quota and create a contest.

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Simon Says.

• Problem Who would manage the Web page.

• Solution Elect someone from the Help Desk with
  passion, drive and an eagerness to learn.

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The categories are.

• Problem Who determines what categories each page
  should reside under.

• Solution Create a committee.

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The antique show.

• Problem How do you keep the Web page up to date.

• Solution Review solution by performing audits.

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Its alive.

• Challenge Getting everyone to check the Web page
  for updates.

• Solution Send an email to let people know what
  was updated.

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Escalation.

• Challenge Identifying when a solution does not
  fix the problem. Chronic issues.

• Solution Implement account execute program.

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Benefits of implementing a Support Web Page.

• Lower Call Volume We reduced the calls to
  technical support by 50.
• Improved First Call Resolution We now have
  improved our 24 hour closure from 65 To 85.
• Better Solutions Because of the lower volume
  the support team has more time to work on better
  solutions as well as other projects.
• Consistent Documentation We are all working
  with the same solution set.
• Improved Applications We now have time to work
  with development on improvements.
• Shorter Learning Curve New employees have the
  same answers as the tenured employees.
• Life is Better Support works a regular work day
  and the Help Desk fells more empowered.
• Increased Power Knowledge is more powerful if
  it is shared.

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Phase 2 The New Call Tracking System

• Additional Functionality
• Web based.
• Incorporated Support Web Page.
• Restaurant manager access and logging problems.
• Include all kinds of documentation (maintenance
  agreements, procedural/hardware solutions,
  training documents).
• Frequently asked questions.
• Trouble shooting.
• Problem/solution section.

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Expected Benefits

• New call tracking system
• Increased productivity.
• Decrease in approximate 30 call volume.
• Knowledge at fingertips.
• Visibility to solutions.
• Better informed restaurant management team.
• Life is good.

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