At Lancom we have regularly surveyed our customers for a number of years now. Our customers are offered the opportunity to comment on all our tickets at close and we also do formal, non self-selecting surveys. In the main we have got very positive results which is great. Not so great is that the main feedback we get for improvement is almost exclusively in two areas - we don't communicate enough and we take too long.
But we smash our SLAs and communicate throughout the process. We use closed-loop to keep everybody informed during the ticket's life, we have a 24/7 portal, we ask for feed back at ticket close, we call weekly to discuss what's open and what's recently closed and we produce and present a comprehensive monthly report. What's happening here?
When we got in front of customers we heard from a very different perspective. We see the ticket through it's whole life. After the ticket gets into ConnectWise, we give it a priority, queue it and escalate and then an engineer works the job. The problem is that until we actually work the ticket the customer is in the dark. They email or phone a request and we take it from there. About 30% of the time we respond immediately and fix the issue and our customers have no issue there. The other 60% we leave the customer in the dark, for 2 hours or 2 days depending on priority. And this is the worse time to leave the customer in the dark.
They need to know that the job has been picked up. They need to have some easily accessible levers to get some input into the ticket. An online portal doesn't work well. For the majority of customers we are asking them to remember another technical task at a time when technology is currently making their life difficult. They may be the panic moment where something they need to do their job is not working and they need answers.
This is why we wrote DeskDirector. First job to easily see what we see - the orderly progression of the job through our system. Second job - to give the customer some levers, however small, to control the process.