|
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
|
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
|
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
|
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!
|