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It would be naïve to ignore the current economic signals and believe that next year will be an ‘ easy year ’ following 2022 . However , it appears that everything positive from 2022 has been overshadowed .
As business leaders , it ’ s important for us to remain level-headed and aware of what ’ s going on . I encourage you to look back , reflect and share the successes your business has seen this year , no matter how big or small . Having run a business through previous financial crises , I can confidently say it isn ’ t all bad and there are huge opportunities for those who maintain a positive mindset and recognise that success and growth is always possible , even in a recession .
Here are three of mine from Systemagic :
Our customers are thriving and we ’ ve helped Systemagic ’ s core service is managed IT support . We help our customers when they experience IT problems . This year , we are on target to close over 40,000 tickets . When you
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think about it , that is 40,000 instances where an IT problem has caused a disruption in work or even business downtime .
Without our intervention and support , these businesses would have lost out on productivity and revenue and suffered from reduced efficiency . Although as businesses we carry out our work every day , it ’ s easy to forget the impact our work has on our customers .
We ’ ve demonstrated consistency During busy periods , uncertainty and turbulence , service levels can slip . I ’ m proud to say that despite some challenging and extremely busy times this year , our team have pulled together to provide a consistently brilliant service for our customers .
As an IT support provider , there are three key metrics we use to monitor our success . Those are :
• Average response time
• Average resolution time
• Customer satisfaction score
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This year , our customer satisfaction rate has been over 99 per cent and our average response / resolution times continue to impress me each month .
As a result of this , we were awarded the ‘ Excellence to Customer Service Award ’ at the Inspire Business Awards back in June and were a finalist in the ‘ Customer Champion ’ category at Business Leader ’ s ‘ Scale-Up Awards ’ in November .
We ’ re committed to our team Since 2006 when we launched our ' Grow Our Own Talent ' scheme we ’ ve been committed to providing opportunities for young people to kickstart their careers in IT . This hasn ’ t changed in 2022 . This year , we are proud to have brought in two new apprentices to our team who have settled in extremely well .
We ’ re also committed to development opportunities . Just over three years ago , Fiona Major joined us as our Customer Experience Manager , and later become our Operations Manager . In June 2022 , Fiona was promoted to Operations Director . Since
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joining us , Fiona has shown nothing but passion and determination and is the driving force behind our helpdesk .
We ’ ve also remained committed to expanding our team ’ s skills and capabilities by offering both technical and customer service training and the guys and gals have many certificates to show off .
It ’ s not been easy , but it ’ s been fun Just like many other businesses , we ’ ve had some challenges this year and will face the same uncertainty as everyone else as we head into 2023 . But the most important thing for us SMEs is to remain optimistic , resilient and put our best foot forward to tackle the unknown . As long as we continue to enjoy what we do , challenges will be met with energy and enthusiasm . From all of us at Systemagic , we wish you a peaceful Christmas and a prosperous New Year !
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