The Founder’s Log Podcast - January 2024 Recap
Hello, and welcome to our look back on January. This month may be the most frustrating month of all time. We've noticed a peculiar trend that occurs when either Kyle or I (the two owners of Kimbley IT) go on holiday—it's like Murphy's Law in action, where something will go wrong, or we get inundated with clients getting in contact. It's almost as if the technology is waiting for us to be out of the office to cause trouble.
This time, Kyle went away to Gran Canaria, and on the morning he flew out, a UniFi security gateway failed at a client. This gateway had been in place for several years, working perfectly, but The Matrix decided that 2am was the perfect time for this device to fail. Thankfully, we could deploy a solution to get around the problem, but it was just the start of the week from hell. From that point onwards, our support desk was inundated with clients getting in contact; the frustrating part was that nearly all the questions we received would never have been sent if these clients had held regular learning sessions for their team members. This lack of training is still something most businesses rarely invest in, even when they are shown the significant impact of lost hours on productivity that could be recovered.
New Videos:
Last month, I produced two new videos for our YouTube channel:
New Blog Posts:
Three new blog posts were composed:
Assistance and Support Statistics
Subscribers contacted us 194 times. Of those, 140 contacted us to request assistance (they want to know how to do something better). In comparison, 54 asked for support (something that needs looking at).
In the statistics reported below, a "complete interaction" is when a subscriber gets in contact and when they can return to work.
Of those who sent a message for assistance asking how to do something better, 111 received a complete interaction that lasted less than five minutes, and they are now able to do something better than they could before. 27 received a complete interaction that lasted five to thirty minutes and two to between thirty to one hour to complete.
Of the subscribers sending a message for support, 28 received a complete interaction and returned to their work within five minutes. Twenty one received a complete interaction and returned to their work within thirty minutes, while three took over thirty minutes but was less than an hour and two took over an hour.
One hundred and eight three subscribers contacted us through our unique instant messaging service, which is the quickest way to get in contact; the rest opted for slower commuication meathods.
The stats show that seventy-four subscribers would not have gotten in contact if the companies they worked for had offered regular training through Learning Sessions by Kimbley IT.
