Managed IT
The targets are in the contract.
Managed service contracts specify response and resolution times, and clients measure you against them. Reporting on that credibly is not optional.
“Our contracts promise response times and I cannot produce a report that proves we met them.”
Targets per client contract
Response and resolution targets come from the client's entitlement, not from one company-wide setting that suits nobody.
Evidence, not assertion
Per-client reporting on commitments met, with the cases behind each number, so a quarterly review is retrieval rather than preparation.
Recurring faults become a root cause
The same issue at one client repeatedly is a problem with a cost attached, which is the argument for fixing it properly.
Where to start
The questions customers in this trade arrive with.
Five that almost every company in this line of work is asked, repeatedly. Each one is either a knowledge gap, a process problem, or a question only the customer's own record can answer.
- “Did we meet our response targets this month?”
- “Which client is generating the most tickets, and why?”
- “What keeps breaking at this site?”
- “Who is waiting on us right now?”
- “What did we promise this client?”
What customers are asking about
This month, across every conversation.
Also relevant
Give every client a consistent service experience.
Give every client a consistent service experience.
Other trades
Not quite your line of work?
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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