Your MSPs goal for optimal performance is to get 60% of your tickets via ITSupportPanel and 40% via phone. Let me explain.
We have worked out a formula to determine how many tickets per day you will receive for IT Support.
Calculate the formula for your MSP – are we close?
I’ve had my MSP since 2000 and over this time I always hear MSPs talk about best practice is solving the problems so you don’t get tickets. I don’t disagree it’s a great goal to aspire to, however, they forget that 50% of tickets that come through are for ‘change requests’, such as, new user setups, change mailbox permissions, setup printers etc etc.
You can’t get to (0) but you you can improve your productivity.
Most MSPs are setup as follows in regards to the support channels they have and the quantity of tickets they get. Let’s use an MSP with 1000 desktops/laptops as an example based on 30 tickets per day.
|Web Portal:||5%||1.5 Tickets|
Which scenario best resembles your MSP?
There are some intrinsic problems with these support channels which impact your customer experience and productivity negatively.
You can read more aboutEmail vs ITSupportPanel.
Web Portal Problems
For optimal performance, your MSPs goal should be to replace ‘support@’ with ITSupportPanel so you can improve your customer experience (CX) and increase productivity.
Your in-bound ticket statistics should look ‘approximately’ as follows once you have deployed ITSupportPanel to all clients and trained them on how to use the product. It will obviously fluctuate from week to week, but your average should be targeting this goal.
The reason ITSupportPanel can get such a high utilization is because it’s easy to find, easy to use and the user doesn’t have to login.
Your results should include:
We have calculated the average deployment time-frame and the good news is it’s lightening fast compared to implementing a new PSA.
|Portal Training:||1 Hour||VP, Client Success|
|Deployment Training:||2 Hours||VP, Engineering|
|App Setup:||2 Hours||Configure App|
|Deployment:||1 Hour / 10 Clients||30 Clients = 3 Hours|
So it shouldn’t take more than 1 business day (spread over a number of days) to deploy for most MSPs.
The only way to scale your MSP is to ensure you are performing at an optimal level.
Most MSPs don’t understand that the biggest killer of productivity is actually email support ‘support@’. They also don’t understand that in a modern ‘App Economy‘ our clients are looking for a better customer experience (CX). You may say “oh but my clients aren’t asking for a better experience” well the answer to that is no-one asked for the iPhone either, sometimes you have to lead the way like Steve Jobs did.
The question therefore is are you ready to transition your MSP2.0 to a best practice modern MSP3.0 approach?
The 5 Mistakes MSPs Make – Customer Experience