SayPro Information and Targets Needed for the Quarter Support Efficiency Targets: Ensure that 95% of internal IT support tickets are resolved within 24 hours and customer IT issues are addressed within 48 hours from SayPro Monthly January SCMR-17 SayPro Monthly IT Services: Software development, cybersecurity, and IT support by SayPro Online Marketplace Office under SayPro Marketing Royalty SCMR
The Support Efficiency Targets are essential to ensure that both internal IT support requests and customer IT issues are handled swiftly and effectively. By setting clear performance targets for resolving support tickets, SayPro aims to enhance operational efficiency, improve customer satisfaction, and minimize downtime or disruption in services. These targets define expected resolution timelines and guide the IT support team in prioritizing their tasks while maintaining high-quality service delivery.
Here is a detailed breakdown of the Support Efficiency Targets for the quarter.
1. Internal IT Support Ticket Resolution
Definition: Internal IT support tickets are raised by employees or internal teams to resolve technical issues affecting business operations, infrastructure, or IT systems. Ensuring quick and effective resolutions to these tickets helps minimize productivity loss and maintain smooth internal operations.
- Target:
- 95% of internal IT support tickets must be resolved within 24 hours of being submitted.
- Ensure 100% of internal IT tickets are acknowledged within 1 hour of being created to confirm receipt and initiate troubleshooting.
- Data Needed:
- Ticket Creation Time: The timestamp when an internal IT support ticket is logged.
- Ticket Resolution Time: The timestamp when the ticket is resolved or closed.
- Priority Levels: Classification of tickets based on severity (e.g., high, medium, low) to ensure tickets are handled according to their urgency.
- Data Collection Method:
- Ticketing System: Use an internal ticket management system like Jira Service Desk, Zendesk, or Freshservice to track and measure ticket resolution times, ensuring internal tickets are resolved within 24 hours.
- Automation: Set up automated reminders or workflows to notify support staff when tickets approach the 24-hour resolution mark to ensure compliance with the target.
2. Customer IT Issue Resolution
Definition: Customer IT issues refer to technical problems, inquiries, or support requests raised by customers of SayPro’s Online Marketplace. Timely resolution of customer IT issues is crucial for ensuring customer satisfaction and maintaining the integrity of customer relationships.
- Target:
- 95% of customer IT issues must be addressed and resolved within 48 hours of the issue being reported.
- Ensure that 100% of customer issues are acknowledged within 1 hour of being logged, confirming that the support team is actively working on resolving the issue.
- Data Needed:
- Issue Submission Time: The time when a customer logs a support ticket or reports an IT issue.
- Resolution Time: The time when the customer’s issue is fully resolved and the support case is closed.
- Customer Priority and Issue Type: Information on the type of issue (e.g., technical glitch, user error, access issues) and its priority level (e.g., urgent, moderate, low priority).
- Data Collection Method:
- Customer Support Platforms: Use tools such as Zendesk, Freshdesk, or Zoho Desk to manage and track customer tickets, ensuring quick resolutions within the 48-hour target.
- Automated Reminders and Notifications: Set up alerts for support staff when a customer issue is approaching the 48-hour resolution target. Implement follow-ups to ensure timely action is taken.
3. First Response Time
Definition: The first response time is a key metric that measures how quickly the IT support team acknowledges and begins working on a reported issue. A swift first response is critical to ensure customers and internal teams feel that their issues are being addressed promptly.
- Target:
- Ensure that 100% of internal IT tickets receive an initial response within 1 hour of submission.
- Ensure that 100% of customer IT issues receive an initial response within 1 hour of being reported.
- Data Needed:
- First Response Timestamp: The time the first response is made to acknowledge the ticket and initiate troubleshooting or provide an initial solution.
- Ticket Details: Information on the specific customer or internal employee submitting the ticket, as well as a description of the issue.
- Data Collection Method:
- Ticketing System: Use tools like Jira, Zendesk, or ServiceNow to track first response times, and ensure staff is adhering to the 1-hour response time target.
- Service Level Agreements (SLAs): Define SLAs within the ticketing system to ensure that each new ticket gets an automatic reminder when the 1-hour target is approaching.
4. Ticket Backlog Management
Definition: Ticket backlog refers to the number of unresolved tickets that are pending resolution. Managing the ticket backlog is critical to ensuring that IT support teams can stay on top of new tickets without delays, preventing a backlog from building up.
- Target:
- Limit the ticket backlog to less than 5% of total active tickets in any given week.
- Ensure that internal tickets do not remain unresolved for more than 2 days and customer issues do not remain unresolved for more than 3 days.
- 100% of overdue tickets must be flagged and escalated to a higher priority if they exceed their resolution time by 48 hours.
- Data Needed:
- Ticket Status: The status of all support tickets, including pending, resolved, or escalated.
- Ticket Age: The amount of time tickets have remained unresolved, ensuring tickets are being processed in a timely manner.
- Escalation Records: Data about tickets that were escalated due to failure to resolve within the target timeframe.
- Data Collection Method:
- Backlog Reporting: Use ticket management platforms like Zendesk or Jira to track the backlog and monitor the number of overdue tickets.
- Escalation Process Tracking: Ensure that the system tracks tickets that are escalated and the resolution progress of those escalated issues.
5. Customer Satisfaction (CSAT) Score
Definition: The Customer Satisfaction (CSAT) score measures how satisfied customers are with the resolution of their IT issues. High CSAT scores indicate that the IT support team is effectively meeting customer expectations in terms of resolution time and service quality.
- Target:
- Achieve an average CSAT score of 85% or higher for resolved customer IT issues.
- Collect feedback from at least 80% of customers whose issues have been resolved.
- Data Needed:
- CSAT Scores: Post-resolution surveys sent to customers to rate the quality of the support experience.
- Customer Feedback: Insights into specific areas where customers were satisfied or dissatisfied, such as response time, resolution quality, and communication.
- Data Collection Method:
- Survey Tools: Use integrated CSAT surveys within platforms like Zendesk, Freshdesk, or SurveyMonkey to gather feedback from customers after their support issues are resolved.
- CSAT Analytics: Analyze customer feedback to identify trends and areas where support processes can be improved.
6. Incident Categorization and Prioritization
Definition: Incident categorization and prioritization ensure that critical IT issues are given the highest priority and addressed first. Accurate categorization helps in allocating resources effectively and optimizing the support team’s workload.
- Target:
- 100% of IT tickets should be categorized correctly based on severity (e.g., high, medium, low).
- High-priority tickets must be resolved within 4 hours (internal) and 24 hours (customer) to ensure minimal disruption.
- Medium and low-priority tickets should be resolved within their respective timelines (24 hours for internal, 48 hours for customer).
- Data Needed:
- Incident Categories: The type of issue (e.g., network issue, software bug, hardware failure) and its priority level (high, medium, low).
- Resolution Time: Ensure that incidents are resolved based on their priority and impact to operations or customers.
- Data Collection Method:
- Ticket Management System: Use automated workflows within platforms like Jira Service Desk or Zendesk to categorize and prioritize tickets based on defined criteria.
- Escalation Process: Ensure that tickets are re-prioritized or escalated when necessary, especially in cases where a critical issue arises.
7. Targets for the Quarter
- Internal IT Ticket Resolution:
- 95% of internal IT support tickets resolved within 24 hours.
- Ensure 100% first response within 1 hour of ticket submission.
- Customer IT Issue Resolution:
- 95% of customer IT issues resolved within 48 hours.
- Ensure 100% first response within 1 hour of issue submission.
- Backlog Management:
- Maintain ticket backlog below 5% of total active tickets.
- Escalate tickets exceeding 48 hours without resolution.
- Customer Satisfaction (CSAT):
- Achieve 85% CSAT score for customer IT issue resolution.
- Collect feedback from 80% of customers after resolution.
- Incident Categorization and Prioritization:
- Ensure 100% proper categorization and prioritization of tickets.
- Resolve high-priority tickets within 4 hours (internal) and 24 hours (customer).
Conclusion
Setting clear Support Efficiency Targets helps SayPro maintain timely and effective service delivery for both internal and customer IT issues. By tracking response times, resolution times, customer satisfaction, and ensuring proper categorization and prioritization of incidents, SayPro can improve its IT