Problem for CIO-Lack of KPIs/Metrics/Reporting

Four Sources of Check Signer Pain  SaaS IT Help Desk & Customer Service Cloud Computing

There are generally four main sources of pain points for check signers:

> Lack of Granular KPIs/Metrics/Reporting

This impacts the ability to increase customer satisfaction and revenue and lower company costs. Check signers are very sensitive to the needs of customers. If your company is a law firm, the check signers are probably very sensitive to the productivity of revenue-producing attorneys who bill their time. If your company sells widgets, then check writers are probably very concerned about whether customers are happy with your company's widgets. If customers are not happy, then they will not buy more widgets. Examples of some basic KPIs/metrics are first contact resolution, customer satisfaction trends, SLA compliance trends and root cause analysis. Most of these KPIs/metrics will help increase customer satisfaction and increase revenue. Root cause analysis will help decrease call volume and lower costs. The lack of these KPIs/metrics is a significant pain point for many check signers.

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