The Founder’s Log Podcast - August 2024 Recap
August is always a quiet month in IT Support and Assistance. Many of the people we help are on holiday, so our help desk is generally peaceful. This year, it seems that most of our subscribers went away in the first two weeks of August, as there was a significant pick-up in subscribers getting in contact later in the month, which unhelpfully coincided with when our team had booked a holiday. Despite this sudden increase, our team responded effectively and managed the workload efficiently.
One client kept us on our toes by swapping from their existing landlord-provided broadband to Starlink but did not let us know in advance. It was not until the day Starlink went live that we found out when several of their systems needed to be reconfigured to work with Starlink. We discussed with them the importance of letting us know when such a significant change will take place so any pre-requested changes can be planned and managed in advance. They acknowledged they should have let us know and will do so if such a change occurs again.
As August was generally quiet, it allowed the team to spend more time discovering companies that would benefit from a partnership with Kimbley IT, which we have reached out to have had some pleasant conversations. None are yet to convert to customers, but they now know Kimbley IT exists and can offer them what they need.
New Videos:
One new video went live on the Kimbley IT YouTube Channel.
New Blog Posts:
Six new posts were added to the Kimbley IT blog.
Assistance and Support Statistics
Subscribers contacted us 126 times. Of those, 106 contacted us to request assistance (they want to know how to do something better). In comparison, 20 asked for support (something that needs looking at).
We're using new terminology when reporting our statistics below. A "complete interaction" is when a subscriber gets in contact to when they can return to work.
Of those who sent a message for assistance asking how to do something better, 91 received a complete interaction that lasted less than five minutes, and they are now able to do something better than they could before. Thirteen received a complete interaction that lasted five to thirty minutes. One interaction took thirty minutes but less than an hour to complete. One interaction lasted more than an hour when Windows failed to set up correctly on a new laptop and required the whole setup process to be rerun.
Of the subscribers sending a message for support, fourteen received a complete interaction and returned to their work within five minutes. Six received a complete interaction and returned to their work within thirty minutes.
One hundred and twenty-four subscribers contacted us through our unique instant messaging service, which is the quickest way to get in contact; two emailed.
The stats show that nine subscribers would not have gotten in contact if the companies they worked for had offered regular training through Learning Sessions by Kimbley IT.
