Founder's Log - June 2020 Recap

June 2020 was another fun month at Kimbley IT. 

We on-boarded a brand new client who was having huge email problems with Office 365 - we moved them to G Suite, and all their email difficulties disappeared over one weekend. We've been getting companies moving to us from their current IT providers every month during the lockdown. 

Two new amazing Kimbley IT podcasts got put out, and you can listen to them here in the podcast archive, don't forget to subscribe!

Here are the Kimbley IT support stats for June 2020.

There where 18 support request (where something is not working as it should) with 75 assistance request (asking how to do things better). 46% of requests got dealt with in under five minutes. And 45% taking more than five minutes but less than thirty minutes. 

The majority of assistance requests where about Gmail, this is down to our recent onboarding of new clients and the move from Outlook to Gmail can be a steep learning curve, followed by Google Chat which recently got rolled out.

One support request regarding a problem with Google Drive took more than one day to rectify. Google Support is genuinely excellent and replies in a matter of hours, but the ball got dropped on this one, and luckily I had a contact in Google Dublin who was able to escalate the case for me.  

78% of our fans got in contact through instant message - the quickest way to get a response. The naughty fans got in touch mainly through emails, and got an artificially slower response for not using instant messaging!