Let’s be clear, as an IT Provider or MSP you have many data sources from different systems that are great out of the box but that only get you so far. In order to make your data more actionable and attain key metrics you need to be able to take data from multiple systems and “mesh” them together in order to understand who is pulling their weight and who needs some help.
With help desk and IT support teams being pulled in several different directions via separate channels the PSA/ERP/CRM/Ticketing System becomes the final repository of customer interaction data (at least it should be). The problem is the lack of integration around the phone system has been problematic as there hasn’t been a clean tie back of individual call records to their activities, tickets, time entries, and general account details in the Help Desk System.
What If I said that has finally been solved? Well guest what folks, it has! If you use popular platforms such as Zendesk, Freshdesk, Salesforce Desk,Autotask and ConnectWise then the answer is within reach! You can now see analytics data across individuals, teams, or your entire origination. You can drill down and see line item transactions by calls, if they matched into the help desk system, and even link right back to the record such as a ticket without having to jump through multiple hoops to get there.
Now, there is a clear idea of what is going on for executives, managers, team leads, and team members. This creates a means to hold your team accountable but it actually makes things interesting from a competitive standpoint. How so? Once this data is easily gathered and displayed a bit of gamification takes place where things like the most number of calls, or most number of matched calls or most number of long calls can be taken into account and other data points can be measured.
Being able to showcase that data in wallboard fashion on the big screen is up to you. The goal is simple, get your data to work for you rather than running in circles trying to make sense of it all. Let’s face it, you probably don’t have time to do all this work manually so it’s something that’s a “nice to have” but not enough to spend a lot of time on it. Having a solution in place to save you time and make you more efficient is key in growing your originations or simply being able to do more with less!
