+1-510-655-6511 vpeck@theeastbaygroup.com

Help Desk Content Management Diagnostic / Improvement Project

Challenge/Opportunity

⚬ Help desk customer satisfaction at all time low
⚬ FAQ’s and information hard to find, inaccurate and conflicting
⚬ No asset management system
⚬ Manual process with no governance between 4 touchpoints

Approach

⚬ Formal diagnostic process included reviews of people, process, technology and data across multiple product lines/divisions
⚬ As Is process documentation with ramifications and detailed time and motion metrics
⚬ Created To Be for process, content, taxonomy, workflow and governance including OPIT recommendations
⚬ Business Case

Result

⚬ Customer Satisfaction Increased by measurable amount
⚬ Lowered cost to manage content reduced 3 head count
⚬ Improved brand and product information