Revolutionizing Incident Management at GTT: Driving Efficiency and Elevating Customer Experience
84%
Reduction in running
active tickets
81% of tickets closed
within 2 days
53% resolved on
the same day
Reduction in monthly
call volume.
Incident management governance
What is Incident Management Governance And Its Importance:
Incident management governance refers to the framework and processes established to effectively detect, respond to, and recover from incidents that may disrupt normal business operations. It encompasses policies, procedures, roles, and responsibilities designed to minimize the impact of incidents on an organization’s operations, reputation, and stakeholders. Effective incident management governance typically involves proactive risk assessment, clear communication channels, rapid response mechanisms, continuous improvement, and compliance with relevant regulations and standards. It aims to ensure that incidents are identified and addressed promptly, minimizing their negative consequences and restoring normal operations as quickly as possible.
Challenge:
GTT faced common challenge in incident management: the lack of centralized visibility and tracking for ticket statuses across departments. When GTT faced a significant volume of repeat calls for ticket follow-ups, it indicated a breakdown in their incident management process.
Without central visibility, departments may operate in silos, leading to duplication of efforts, delays in resolving issues, and frustration among customers and internal stakeholders. Moreover, the absence of insights for queue managers to track weekly volumes exacerbates the problem, as it becomes difficult to identify trends, allocate resources effectively, and prioritize tasks based on urgency.
Solution:
With the assistance of WeSolve CX, GTT undertook a comprehensive assessment and benchmarking exercise, unearthing key insights:
1. Comprehensive Assessment and Benchmarking:
- Identified approximately 2,500 Active Tickets daily, indicating a significant workload.
- Uncovered a lack of tracking for Service Level Agreements (SLAs) in escalated cases to back-office departments, potentially leading to delays and customer dissatisfaction.
- Discovered that 80% of tickets exceeded a 2-day resolution time, highlighting inefficiencies in incident resolution processes.
2. Implementation of Governance Framework:
- Established weekly governance meetings with queue managers to address training gaps and enhance skill sets, fostering a culture of continuous improvement.
- Modified escalation paths in Salesforce & ServiceNow to streamline ticket handling, ensuring swift resolution of issues.
- Developed Incident Management Dashboards in ServiceNow for real-time monitoring, providing stakeholders with actionable insights into ticket statuses and trends.
- Provided weekly incident reports to executive management, facilitating informed decision-making and accountability.
- Established fault case communication channels via SFMC (SMS & E-mail), enabling proactive communication with customers during service disruptions.
Through these initiatives, GTT enhanced its incident management governance, driving efficiencies, improving customer satisfaction, and ultimately delivering better service experiences.
Outcome:
Following the implementation of the governance framework with WeSolve CX assistance, GTT achieved significant improvements in incident management metrics:
1. 84% Reduction in Running Active Tickets:
- This substantial reduction indicates a remarkable improvement in the efficiency of ticket resolution processes.
- By addressing underlying issues and streamlining workflows, GTT was able to effectively manage and resolve a larger proportion of incoming tickets.
2. 81% of Tickets Closed Within 2 Days, 53% Resolved on the Same Day:
- This achievement reflects the success of GTT’s efforts in enhancing incident response times.
- By implementing streamlined escalation paths and providing additional training to staff, GTT improved its ability to promptly address and resolve customer issues.
- The high percentage of tickets resolved within two days demonstrates a significant reduction in resolution times, contributing to improved customer satisfaction.
3. Reduction in Monthly Call Volume:
- The reduction in monthly call volume signifies a decrease in the number of customer-reported incidents.
- By effectively addressing and resolving issues through proactive incident management practices, GTT reduced the need for customers to escalate their concerns via phone calls.
- This reduction not only indicates improved service quality but also reflects positively on GTT’s overall operational efficiency.
Overall, these metrics demonstrate the tangible benefits of implementing a robust incident management governance framework, resulting in enhanced operational performance, improved customer satisfaction, and a more efficient use of resources.
