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Session 405: Building a World-Class Internal Support Team for World-Class External Support Teams

Matt Metzinger  (Senior Manager, IT Service Desk, USAA)

Doug Rabold  (Director, Service Desk CSI, HCL America)

Date: Wednesday, November 10

Time: 10:15am - 11:15am

Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!

Track: Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

USAA is renowned in the financial services industry for providing world-class service to its members. Walking the halls of the company campus, there are trophy cases filled with awards that serve as visual testimony to the quality of service provided. Year after year, USAA's Member Service Representatives (MSRs) are recognized for their performance.
Now put yourself in the MSR's position. You have to call the internal service desk to get technical support. What are your expectations? Certainly you would expect to receive the same high level of support and service that you yourself provide to the members.
Two years ago, a baseline assessment of USAA's Service Desk revealed a significant gulf between the quality of service and support the MSRs provided and that which was provided internally by the service desk. And so began a journey of service desk maturity. This case study will review the critical gaps uncovered by the baseline maturity assessment, the short-term and long-term initiatives identified to bridge those performance gaps, the results of the efforts and the future roadmap.