Idea Transcript
CASE STUDY
ExxonMobil Managed Services Bringing Added Value to the ExxonMobil Houston Campus Houston, TX In 2013, ExxonMobil began construction on a 385-acre campus in Houston, Texas. The 20-building campus would serve as a central location to tackle the Fortune 500 company’s global challenges. Once complete, the campus would bring together 10,000 employees to foster collaboration, creativity, and innovation in stateof-the-art meeting and training centers. All in, the campus would contain 1,600 audiovisual (AV) spaces and eight high-end visualization spaces.
By considering the end users first, Mechdyne focuses on ease of use, ergonomics, user training, future planning, and technology performance. Mechdyne was able to meet ExxonMobil’s SLT’s by:
To support their vision, ExxonMobil began to seek out a managed services provider who would expertly resolve any technology issue and easily maintain Service Level Targets (SLTs). However, such an accomplishment requires more than simply resolving technology issues. ExxonMobil realized they needed a partner who would both support the users and manage the technology.
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Focusing on end-user satisfaction
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Increasing technology utilization
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Empowering users
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Maintaining technology through a rigorous proactive support methodology, feeding continuous improvement efforts
Objectives Enable a smooth transition into the new campus building
Enter Mechdyne In March 2014, ExxonMobil partnered with Mechdyne Corporation because of our unique approach to managed services. In addition to expertly resolving any technology problem, we go beyond a typical managed services strategy.
Achieve key SLT's with incident response time and technology uptime Increase user satisfaction and technology utilization
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“Our ultimate goal is happy clients,” explains Travis Radney, Mechdyne’s technical services manager at ExxonMobil. “If specialists are opening and closing tickets at breakneck speed without taking the time to analyze the root cause of what’s behind those recurring issues, client satisfaction will plummet. Putting speed ahead of solving larger problems means clients are suffering the same pain points every day. That is not the way Mechdyne does business, and it never will be. A value-added partner is one that channels the lion’s share of its intellectual assets towards curing the disease, not just masking the symptoms.” Over the next three years, not only did Mechdyne achieve ExxonMobil’s key SLT’s, we went above and beyond the initial service contract to provide extraordinary value to our client. Mechdyne: •
Cut in-room response and resolution time to six minutes
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Achieved an average 94 NPS. B2B service providers on average earn an NPS of 70*
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Maintained an impeccable safety record, delivering a 0-lost-time incident record over three years
As a result, ExxonMobil saved $1.55 million over the course of our three-year contract. In 2017, ExxonMobil renewed their managed services
contract with Mechdyne for an additional three years. Mechdyne was able to deliver this value due to our diligence and excellence in three key areas: proactive maintenance, our approach to resolving issues, and continuous improvement.
Proactive Support Framework to Find and Resolve Issues Mechdyne had a goal to be fully operational and prepared for any technology problem when the ExxonMobil employees moved onto the campus. We started with a pre-planning effort called Phase 0 before the Houston campus opened to determine our approach to AV operations. During construction, we staged and tested the service processes and performed dry-run service calls two months before the March open date. Throughout the ramp-up time, Mechdyne developed training materials, set up a command center, performed IT set-up and configuration, and trained the help desk service technicians. As a direct result of the Phase 0 stage, our technicians were more adequately prepared to support ExxonMobil’s employees and assisted in providing a seamless transition to the campus. Furthermore, Mechdyne’s Proactive Support Framework was born.
* https://npsbenchmarks.com/industry /service_providers_b2b
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Mechdyne developed the Proactive Support Framework to reduce the number of incidents at the campus from the start. Our process-driven culture ensures we increase technology utilization. We standardized support processes in a consistent format with illustrious and step-by-step instructions, facilitating quick and consistent resolution for each user, no matter their service technician. In particular, two components instrumental to ExxonMobil’s success derived from the Proactive Support Framework: the Knowledge Base and the Proactive Client Information Program.
Knowledge Base Mechdyne methodically stores all processes in a Knowledge Base, where each proven process is indexed, stored, and continuously updated. Technicians use the processes to resolve common AV system issues, avoiding technology problems before they begin. Mechdyne technicians also follow processes in the Knowledge Base to ensure technology performs as expected. With these standardized, well-documented processes, our technicians resolve issues as soon as they are uncovered. The Knowledge Base acts as more than a repository for these processes. It ensures each Mechdyne teammate has clear guidelines and expectations for each technology space. This allows them to quickly perform maintenance and test technology, increasing their availability to support ExxonMobil’s employees.
Proactive Client Information Program Technology comfort drives technology utilization; when users aren’t frustrated or intimidated by technology, they are more prone to use it. The Proactive Client Information Program (PCIP) empowers ExxonMobil’s users to resolve frequent “user error” issues on their own. Typical PCIP issues include setting the correct audio source or device, connecting to a remote meeting, or extending/duplicating displays. When users resolve such issues, they are up and running even faster and feel comfortable with the technology. When an ExxonMobil employee logs a simple issue, the AV technician first resolves the issue as normal. Then, the technician sends a followup email to the ExxonMobil user containing a step-by-step process to solve the problem in the future without resorting to AV Operations assistance. Following a simple, repeatable process means clients are “taught to fish” without engaging additional resources, effectively eliminating the wait time to resolution. Since beginning the PCIP, there has been a 38 percent reduction in repeat issues, with 90 percent of users not calling back for the same issue again.
Technician Dispatch and Issue Resolution Achieving customer service excellence doesn’t happen without the right people on staff.
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Mechdyne starts with the hiring process to build a truly excellent support team. We deliberately recruit, train, and develop support technicians that demonstrate excellent client-facing skills. Because superior customer service is a primary driver of overall AV operations success, we emphasize people skills in hiring and ongoing training. Only in this way are we confident that we can provide excellent service to our clients. Once on-site, Mechdyne developed a Tactical Resource Allocation software to dispatch ideal resources to resolve incidents in the most efficient way. A combination of tracking locations and monitoring activities, the software pinpoints every technician’s location and dispatches the ideal resources to resolve issues. The software provides situational awareness of Mechdyne’s diverse network of teammates, identifying their location on campus, priority and classification of their current work, and availability status. With first client contact, we minimize downtime by expediting response and restoring productivity as quickly as possible. For issues that will take time to resolve, the service technicians may provide a temporary solution or locating to a new meeting space. In this way, ExxonMobil’s teammates remain productive while situations are resolved. Once the employees resume work, Mechdyne uncovers the underlying source of the disruption and resolves the problem.
As a result of Mechdyne’s hiring processes, Tactical Resource Allocation, and strategies for resuming workflows, ExxonMobil has experienced a reduced average resolution time from 33 to under four hours.
Driving Continuous Improvements: Root Cause Analysis Mechdyne doesn’t view incident resolution as a checklist for tasks. Instead, our technicians treat each client interaction as an opportunity to optimize productivity, gather insights into user experiences, extend client knowledge, and improve overall team processes. When we interact with clients, the collected information feeds continuousimprovement efforts and root cause analysis. As we begin to understand the true cause of incidents, we build customized maintenance plans that solve the true problem rather than the symptom. In this way, we prevent problems from reoccurring. To drive our root cause analysis efforts, Mechdyne collects information relating to: •
Incident type, source, and counter measures
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Response times, action plans, team efficiencies
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Client satisfaction, workflow disruption, and client aftercare
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With this information, we improve our processes in ways that target efficiency, reduce downtime, lower incident requests, identify training opportunities, and increase overall return on ExxonMobil’s technology investment. Focusing on these efforts has reduced incident generation, improved AV operational efficiency, and increased client satisfaction.
A Value-Driven Partnership As a value-added partner and thought leader, Mechdyne understands that AV operations are never in a steady state, but require constant upkeep and adaptation. Delivering quality support is never as simple as periodically refreshing physical AV assets. Superior client service, increased efficiency, and speed of execution are not finite goals, but part of an ongoing collaborative effort with ExxonMobil. As a result, ExxonMobil’s users are more confident in their technology with proven utilization rates and lower ticket counts. Moreover, incident resolution times are lower than ever with record-breaking satisfaction scores. As we continue our partnership over the next three years, Mechdyne will bring additional value to ExxonMobil. Our managed services strategy and partnership is easily summed up by Travis Radney:
“Providing great client service doesn’t necessarily mean fixing a technical issue. Sometimes, it’s just about being there for a client, listening to their issues, communicating what we know about the problem, or showing them that we’re doing all we can. Even though we’re a technology company, we provide people solutions. If we can find and clarify the pain point, then we can find great resolutions.”
About Mechdyne Mechdyne is one of the world’s leading providers of innovative visual information technologies. Mechdyne bends technology to our will in ways that transform complex data into insights and ideas. To ensure our clients succeed, Mechdyne provides comprehensive, customized solutions that include consulting, software, technical services, and hardware integration.
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