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Session 504: How Boeing Increased Support While Decreasing Costs

Angie Tobin (Service Integration Lead, Boeing)

Heather M Brammer (Knowledge Program Manager, Boeing)

Date: Thursday, April 11

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Optimization

Format: Case Study

Vault Recording: TBD

Audience Level: All

In 2011, the Boeing Enterprise Help Desk received an all-time record number of phone contacts at nearly 1.2M. The service desk was directed to reduce annual contact volumes by nearly 20%, at which time the service desk operations team embarked upon a robust demand management journey.

Since 2012, as a result of Boeing's demand management initiative, contact volume has decreased by 43%, costs have gone down by 40%, and customer satisfaction has increased by 4%. In this session, Angie Tobin and Heather Brammer will take attendees on a deep dive into the initiative, focusing on implementing multiple channels and self-service tools, launching a gamification program, and executing an enterprise-wide unified branding strategy.