Seven Sins of IT: Missing Metrics
As a business leader, you know the importance of metrics. The flowery stuff doesn’t matter: show me the numbers. Show me the impact this will have on my business. If you can’t back up what you’re proposing with cold, hard stats, I’m not interested. Sound familiar?
Here’s the thing: stats can be flowery, too. There is a difference between vanity metrics and actionable metrics. Vanity metrics are numbers that sound good, but don’t necessarily mean better business. Think of your company’s Facebook followers. You could have a million followers, but are these followers engaging? Are they sharing your content and making purchases with you? One million followers doesn’t matter if there is 0% engagement, but 150 followers with 50% means more. The 50% engaged audience is an actionable metric, or a statistic that shows meaningful results for your business.
According to HDI Practices and Salary Report, 10% of technology support centers are not producing any metrics, while 15.5% collect metrics but will not report them. This means that statistics on response time, capacity, and more are unknown to you, the business owner.
At Heart Technologies, our business platform software creates nonstop metrics. Each customer has an account. When you call with questions, service requests, or more, we create tickets that are designated for your account. If you log in to that account, you can see what tickets have been created, how fast your ticket has been closed (how fast the problem was resolved), and more. On our end, we can see even more metrics that are beneficial to us. We can leave notes for one another on the ticket, such as who we spoke to, who solved the problem, and how the issue was resolved. We can use this data in future calls and issues.
Let’s say your one of the security cameras in your building malfunctions. You call, we create a ticket, we get the issue resolved. Later down the road, a different camera experiences the same malfunction. You call, and we create a ticket. Now, though, we have more information to help you faster. We know what procedure was done to fix the issue. We know who did the repair. Now, we can send that same technician to your site or have them fix the problem from our facility. If that person is not available, we can send a different technician, and he or she will be equipped with the knowledge recorded from the past to make your experience easy and painless.
Can your technology service provider offer you that?