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Microsoft - Developer Routing Project

Responding to disappointing initial customer satisfaction results, Microsoft set up a pilot project to understand how support for their Developer customers could be provided in a more efficient, cost effective and value added manner. Project Techniques were engaged to set-up and manage the three month pilot project throughout its entire lifecycle.

Our initial task was to analyse the current levels of customer satisfaction and to identify possible drivers for improvement. It was identified that the call screening element of post sales support was contributing to low customer satisfaction. A decision was made to move the screening function from the Microsoft contact centre to an in-house team to determine the most efficient and effective screening/routing model that would contribute to higher customer satisfaction levels.

Project Techniques was responsible for establishing a new function on-site at Microsoft's UK offices. The setup included training internal resources that previously lacked experience in technical support and customer care, redesigning improved operational processes for the new team and ensuring that the telephony and information systems were capable of supporting the new screening team. The set up was completed and the pilot started within just three weeks.

Project Techniques maintained involvement throughout the pilot on a monitoring and reporting level, testing the effect of different operational models on customer satisfaction and internal efficiency.

The results of the pilot showed an increase in customer satisfaction and decrease in customer dissatisfaction. An additional benefit was the increase in engineer satisfaction and improvement in internal efficiency. Following completion of the pilot, Project Techniques presented a long-term recommendation to Microsoft which was later adopted as Global Best Practice across all contact centres

"(The) project has been a huge success? PTL managed it successfully, achieved clear results, and got it closed down on time, within the original budget", Microsoft, Service Delivery Manager.

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Grey Pixel   With over 50,000 employees worldwide and sales revenues in excess of $28b Microsoft is acknowledged as the worldwide leader in software, services and Internet technologies for personal and business computing
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© Copyright 2005 Project Techniques Limited. All rights reserved.
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