Reports & Metrics for the Successful IT Help Desk
-Law firm, it’s keeping attorneys highly productive with all the technology that they need to write, speak, communicate, access information so they can bill hours.
-Hospital, it’s keeping doctors and other healthcare professionals productive so they can save lives and deliver medical care.
-If providing a business service, meeting an SLA is important so you do not have to pay an SLA penalty to your customers.
-If providing a B2B product, want your customers to be happy with service/support so they pay their bill and keep buying more product.
Think about how your customers use your product and how that impacts their revenue. Will they lose revenue if your product does not function?
Is your product or service “Air”, “Pain Killer” or “Vitamins”? Providing real-time streaming quotes or telephone lines to a Wall Street trading firm is “Air”. What happens to the revenue stream of your customer if your product/service is not working ? What’s the impact to their ability to generate revenue.
Prioritize requests for service based on impact to your customer’s ability to generate revenue.
Download the webinar slides: Metrics For IT Help Desk & Customer Service Organizations
