The plan for enhancing server support focuses on crucial metrics that ensure efficient operations and customer satisfaction. First Call Resolution Rate measures how promptly issues are resolved, improving service experience by aiming for a 70-80% resolution on the initial contact. For instance, implementing a robust knowledge base and utilizing remote tools can enhance this metric. Meanwhile, Customer Satisfaction Score, aiming for above 90%, gauges client happiness, necessitating personalized support and feedback analysis for continual improvements.
Average Ticket Resolution Time is crucial, with a target of resolving tickets in under 24 hours. Streamlining workflows and automation can significantly aid in achieving this. Maintaining low Ticket Backlog keeps the team efficient and customers happier, with regular backlog reviews and workload balancing suggested to manage this. Lastly, Service Uptime guarantees the operational availability of the server environment, targeting a benchmark of 99.9%, ensuring business continuity.
Top 5 metrics for Windows and VMWare Server Support
1. First Call Resolution Rate
Percentage of issues resolved on the first call without escalation
What good looks like for this metric: 70-80%
How to improve this metric:- Provide comprehensive training for team members
- Implement a robust knowledge base
- Utilise remote access tools for rapid solutions
- Ensure clear communication during ticket handling
- Optimise ticket categorisation for swift allocations
2. Average Ticket Resolution Time
Average time taken to resolve support tickets
What good looks like for this metric: Less than 24 hours
How to improve this metric:- Enhance prioritisation of critical tickets
- Streamline internal workflows
- Employ ticketing software with automation features
- Offer frequent skill-improving sessions
- Regularly review ticket handoff processes
3. Customer Satisfaction Score
Rating provided by customers after resolution
What good looks like for this metric: Above 90%
How to improve this metric:- Solicit feedback through post-service surveys
- Provide personalised support where applicable
- Encourage proactive follow-ups with customers
- Analyse feedback data to identify improvement areas
- Reward team members demonstrating high satisfaction scores
4. Ticket Backlog
Number of unresolved tickets over a specified time period
What good looks like for this metric: Less than 10% of total tickets
How to improve this metric:- Regularly audit ticket queue for overdue items
- Implement weekly backlog reviews
- Balance team workload to prevent overloads
- Develop standard operating procedures for common issues
- Encourage team accountability for assigned tickets
5. Service Uptime
Percentage of time the server environment is operational and available
What good looks like for this metric: 99.9%
How to improve this metric:- Conduct regular system health checks
- Implement proactive monitoring systems
- Establish a thorough disaster recovery plan
- Schedule routine maintenance during off-peak hours
- Ensure redundancy for critical systems
How to track Windows and VMWare Server Support metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
