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Session 504: How Boeing Increased Support While Decreasing Costs

Thursday, April 11 at 11:30 AM

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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.

Angie Tobin

Service Integration Lead


Angie Tobin has worked in the help desk environment for the Boeing Company for over 25 years and currently leads the Boeing Enterprise Help Desk demand management program and Service Integration team, with a focus on understanding and influencing customer demand for our services while improving end-user experience. Angie was the lead in the development and marketing of the help desk's multichannel support model, that to date has resulted in a contact avoidance of over 900,000 contacts. Angie currently serves as the VP of Communications for the HDI Seattle local chapter.

Heather M Brammer

Knowledge Program Manager


Heather M Brammer has worked in Knowledge Management for over 20 years and is currently the Knowledge Management Program Manager for Boeing IT. In this role, she manages a KM repository of over 11,000 support articles and established the associated Answer IT Solutions end-user self-service knowledge base. She developed Boeing's first Enterprise-wide gamification program and Boeing's first Virtual Customer Assistant chatbot. She is currently working to transition the Boeing IT knowledge program into the Boeing Enterprise environment. Heather received her MS in Information Management and Architecture from the University of Washington.