Founder's Log: Q1 and March 2021 Update

Quarter 1 2021 Overview

It is the end of March and the end of the first quarter. At the start of the year, Kyle and I set targets on the number of new clients we would realistically expect to onboard this year - three months in. We are already over 50% to the target. 

A decade of preparation has met opportunity, and Kimbley IT is positioned in the right place at precisely the right time, during this great moment of changing work habits. 

"My advice concerning luck is to laugh in the face of the Lady when she presents herself. Take what you will of her bounty and act swiftly to take advantage of good fortune. But never thank her for it. And forget her the moment she leaves to seek another victim." Felix Dennis

Here's March 2021 IT assistance and support statistics.

We were contacted 89 times by end users this month, up from the 60 contacts in February. Out of these contacts, 76 were for assistance (where someone wants to know or get shown how to do something better). The remaining 12 requests were for support (where something is not working as it should).

70.5% of requests were resolved in under 5 minutes. A decline on the previous month (91%) and an area that needs to return to normal levels this coming month. 26.1% took more than five minutes but less than 30 minutes to resolve. 3 requests took over 30 mins but less than 60 minutes to solve.

96.6% got in contact through instant messaging, an increase from last month. We are so close to hitting the magical 100%. Sadly, three people let us down, 2 by emailing and 1 by using WhatsApp - which really should have been ignored as it is not an official way to contact for support.

Our stats also showed that if clients had offered regular IT training to their teams, 35.2% of people who contacted us would not have needed to do so.