Less support, more productivity

As I trawl through the various data we have to hand around all things support, with the aim of reducing support further, it got me thinking – I don’t think we’ve clearly communicated our thoughts around IT Support requests.

I’ve had the impression from other IT Support businesses in the past, that advertising you have thousands of support requests in your system shows how well the business is running, but I beg to differ.

Less is more. It’s hard for me to put into words so that it comes across in the right way, but I’m going to try, in that fewer support requests are what we’re working towards. By reviewing data daily and weekly, we look for patterns in terms of technical problems, or to see if someone needs help with the technology they are using, which in turn reduces IT Support requests.

Again, this may sound odd, but I’d rather have our technical team have some idle time/not be running at full pelt all the time and be available when a request for help comes in. A little idle time is good for everyone, a chance to refresh, rest and be good to go when called upon.

If we can increase our customer base, and decrease support requests, then we’re doing the right thing overall with the business.

“Ah, but if customers don’t need you, why would they stay with you?” The answer to this is simple. This will be because we’ve put the right technology in place, with is reliable, secure and low maintenance. This allows our customers to get on with their work, without the technology hindering them. And, let’s not forget, when they do need us, because of the slack in our system, we have people available quickly to assist in their hour of need.

So, less really is more. We are proud to be working towards reducing support requests and creating idle time for our technical team. This will lead to even better support when it’s needed, and it creates a better working environment for everyone at Lucid Towers.

Gavin Moorhouse is the owner of Lucid Computer Solutions, an IT Support Business serving Worcester and the surrounding areas. He was able to write this article as he wasn’t bogged down with IT Support requests.