Evolution of our Technical Support Team
Posted on April 17, 2024 by Kayleigh Wilkinson
Since 2019 our Technical Support Team has grown and changed dramatically. Adding 19 staff to the team, splitting the team into 2, Maple and Cedar, plus significantly increasing First Response and Resolution SLA percentages are just some of the positive changes which have occurred.
First, let’s look at the team. In 2019 we had 19 Support Consultants in 1 team. As our client numbers grew, so did our support team. In 2021 the decision was made to split the team in 2, Team Maple and Team Cedar and now we have 36 staff split across these teams each with dedicated team managers. This decision was made with our clients in mind, maintaining close working relationships with our clients is at the core of our DNA. We were very aware that as we grew our clients were being exposed to more colleagues in our Support team, and our colleagues had to become experts in even more client sites. By splitting our team in half and sharing out the clients across one team or the other, we reduced the number of networks our consultants had to learn, and we halved the number of contacts our clients speak to. This has allowed our clients to build closer working relationships with the members of the team who can also then develop a deeper understanding of your specific set up.
Recently we shared a video showing how we handle support tickets, if you haven’t seen it yet you can watch the video here. Having a streamlined, well maintained ticket system has allowed us to improve our response rates more than 10% since 2019. Our first response rate has grown from 83.7% to 96.6%, this is proof positive that our staff and our systems are working their very best for our clients. 85.1% of tickets then go on to be resolved without the need for escalation to 2nd or 3rd line which saves our clients valuable time and money.
We are incredibly proud of all our team for the amazing work they produce and the positive feedback this generates from our clients. After every ticket resolution we ask our clients to rate the service received on a scale of great, good or bad. We track this constantly to ensure any bad feedback is responded to and changes made, if needed. Throughout 2023 we are pleased to have received 97.7% Great or Good feedback from our clients, again a wonderful testament to the hard work of our team. You can read some of the feedback received from clients here.
If you are looking for IT support services delivered by a support team who are constantly growing, improving, delivering on customer service and dedicated to your business, we’d love to talk to you about your specific IT requirements. We’d be happy to offer a no-obligation assessment of your existing IT estate. If you’re undergoing organisational change, nervous about your current security, or just want to make sure your IT investments perform at their best, we’re here to help. Contact us today.
