In my first blog of this year, I took you through the various goals and focal points of the ANVA Service Desk. By now we have been working on these for about ten months and a lot has happened. So this month I'd like to update you on the developments and steps taken.
We make agreements with all our customers regarding resolution times for incidents or problems. It is up to us to live up to these agreements. In order to test this in practice, we have agreed that 80% of all reports that we resolve within the agreed time are also resolved. If we collect all calls from all customers together, this year we have already achieved 88% of all tickets that are resolved on time. Something we are truly proud of!
If we then look at individual customers, it becomes apparent that with 90% of our customers we are above the aforementioned 80%. Of course, this does not mean that we will abandon this goal. In fact, we will use the coming period to consider together how we can do more to achieve the SLA goals for the last 35 customers as well.
In addition to resolving pending tickets in a timely manner, we are also looking at answering the phone quickly. We set a goal for that too, which is to answer 95% of all calls. Looking back at this year, we still have some work to do in this area. At the moment we answer 92% of all calls, on average within 40 seconds. For years, the percentage has been between 90% and 95%, so it remains to be seen what the right balance is. Do we focus on a call that needs to be resolved, or is everyone always available by phone? What we are very happy about is that since last year most tickets come in via support.anvabackup.wpenginepowered.com, about 60% in fact! This gives us room to focus better and have all tickets read and confirmed at least within 24 hours.
A record number of cards were sent to our customers this year. Congratulations on anniversaries, births or "enjoy your well-deserved retirement." It is good to see that more and more colleagues are paying attention to this. Moreover, it gives a lot of energy to go that extra mile. Calling Solera for our customers instead of just referring them to us. Or how about providing support when an application manager is down and our consultants don't have time? These are all things we have given more attention to this year. Still, we want more. That's why a number of topics are still on our schedule for next year:
The last objective I'd like to highlight is focused on our knowledge and expertise. An essential topic for us as a service desk to be able to help our customers properly, but at the same time - with all the changes in our landscape - also something that requires a lot of attention. Therefore, we have created a new knowledge matrix for this purpose. Here we can easily see all the new links, modules and how much knowledge each colleague has about them. Based on the number of reports, we then try to weigh up the required level and steer accordingly.
A knowledge base for our customers also helps us internally. After all, colleagues at ANVA can also access this source of data. This has caused us to work hard this year to create a PDF that is the basis for all information. In this document you will find an overview of which new links and modules we have. On each link you can click through to setup information, videos and known error messages. A document that will always be in flux, but enormously helpful.
With this blog, I hope to have given you another peek into our kitchen. As always, I am available for any questions or tips, because we at the service desk like to keep improving ourselves. If you have a question or a good tip, please let me know at n.roelofsen@anva.nl
