Worked scenario
Half the work never reached the system
An IT business that only records the difficult work has no idea what it actually does, and cannot price a contract it cannot see.
3 min read
A client calls with a small problem. It is fixed on the call. Nothing is recorded, because opening a ticket for a two-minute fix feels absurd.
The invisible majority
Those calls are most of the work in many support businesses. Unrecorded, the business's own reporting describes only its exceptions, and every conclusion drawn from it is wrong.
Make logging cheaper than skipping it
If recording takes as long as the fix, it will not happen. A one-line entry with client, category and a few words, from a phone, is the difference between a complete record and a partial one.
What it changes at renewal
Support contracts are renewed on impression. A business that can show a client received two hundred interactions in a year is in a different negotiation from one that can show twelve escalations.
What changes
- Every request logged, including the two-minute ones
- Logging fast enough that it does not exceed the fix
- Volume by client visible, not only escalated issues
- Contract renewals informed by actual support load
Questions about anything here, or a situation this does not cover? contact@anantatechhub.com