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Yulia SinyanskayaBusiness Support LeadSUPNET 2016
Effective Tech Support: How to keep up with KPIs
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Meet Parallels Support Team
Social MediaSupport
• Parallels FB page• Parallels Twitter
account• Parallels Forum
ConsumerSupport
• Parallels Desktop• Parallels Toolbox• Parallels Access
BusinessSupport
• Parallels Remote Application Server
• Parallels Mac management
• Parallels Mobile Device Management
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“What gets measured gets managed,” Peter Drucker, America’s father of management philosophy
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Why are you reporting? To provide great service to your customers.
“Metrics only tell you where to look for the story, they don’t tell you the story itself,” Bill Bounds,
Consultant and Coach for the modern Customer Service world
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What makes a good metric?
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Meaningful
IRT (Initial Response Time), hrs
VSAT (Very Satisfied), % 80%
120´
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Contextualized
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0
50100150200250300350400450
0%
20%
40%
60%
80%
100%
tickets volume IRT
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Moveable
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Authentic
June 2015
100%November 2015
78%
June 2016
98%
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Consistent
• Weekly (4 weeks)• Monthly• Quarter to Quarter• Year to Year
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Getting every department in the company to be responsible for some customer-focused KPI.
Every team in the company needs to know the impact that they have on customers, so in order to build that mindset, they need to be measured on it.
