35% Resolved in 5 Minutes

So, here’s a statement, which is based on facts and data from our systems:

“We solve 35% of everything we do, in five minutes or less”

Bear in mind this data will include everything we do, as in Support, Installation Work, Projects, Sales etc – so the actual support we’re solving in five minutes or less, will be higher than 35%.

But, for now, we have the main data to hand (which we will break down further over time), which shows we’re solving 35% of everything we do in five minutes or less.

Now, let’s be clear before we all get too excited. There are many things which take way longer than five minutes to resolve. Just one example from yesterday is where we spent a good hour resolving a printer/network problem.

This links to something I’ve previously put together and implemented at Lucid Towers, that we’re trying to give everyone five minutes of our time, the first time they contact us.

If we’re giving people our time, and try to do this the first time, we resolve customer problems quicker, and customer satisfaction improves as a result of this.

Typically the five-minute resolutions centre around password problems, small email problems and giving advice/thoughts on a potential issue.

The good news here is, that if we’re resolving 35% of everything we do in five minutes or less, then that means we have a solid chunk of our collective time available to work on the tricker, more taxing work which also comes our way.

I’m also certain, that the higher we can get this number (within reason), the longer our customers will work together with us, as their satisfaction in the service we provide will be maintained or improved over time. This is essentially an investment in the long-term relationship with all of our customers.

There are lots more interesting statistics I’m currently working on and reviewing, but as this is one I feel is quite important, I wanted to share this with you.

Gavin Moorhouse is the owner of Lucid Computer Solutions, an IT Support and Cloud Services provider based in Redditch, Worcestershire. This article was also produced in less than five minutes.