Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)

Wednesday, April 11 at 3:00 PM

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In 2016, Southwest Airlines' service desk faced a number of serious challenges. Costs were above average, service levels were poor, the adoption rate of chat was near zero, and agents had no career path. A benchmark revealed that their metrics discipline was at the root of many of these challenges. Fast forward a year and you'll find that Southwest now has one of the best performing service desks in the industry. By maturing their metrics, they've reduced costs while improving customer satisfaction, first contact resolution rate, service levels, and agent job satisfaction. Moreover, chat now represents more than 30% of their ticket volume, and agents have a well-defined career path! This case study session illustrates how Southwest leveraged metrics to close performance gaps and achieve world-class performance in less than 12 months.

Jeff Rumburg

Managing Partner
MetricNet LLC

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award. As cofounder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM. He was formerly CEO of the Verity Group, where he syndicated the industry's first service desk benchmark. Jeff received his MBA from Harvard University.