As we approach the season of gratitude and the year begins to wind down, we’re doing just what the season invites us to do: pause and take stock of all the things that we’re grateful for. For us, that list starts with great people.
This year, our team has given us a lot to be thankful for. We set an intentional goal to improve our service experience, and with tenacity and creativity, we’ve made huge strides toward our targets. We’ve put industry-leading AI tools to work on the routine parts of our process, giving our technicians and engineers more time for the hands-on, big-brain work that our clients count on us for. Meanwhile, our team continues to level up their skillsets through mentorship, trainings, and good ol’ fashioned experience.
The difference shows. It’s in the data, but most importantly, it’s clear in the feedback we’ve received from our clients. In October, our team consistently hit some of our fastest resolution times yet. In one week, we resolved over 200 support requests within the same business day, representing nearly half of all the tickets we handled that week.
Being one of the busiest seasons of the year, we’re especially proud of this progress. Fall always brings an uptick in support tickets: our clients’ teams are back in full strength after summer, year-end deadlines are creeping closer, and some of our clients are entering their busy seasons, too. (Shoutout to our arts clients, many of whom are opening their seasons now!)
Through it all, we resolved more tickets than were opened every week in October, and by the end of the month, we’d cut the number of tickets on the board in half. We’re thrilled about these results, but most of all, we’re grateful for the folks behind them. To our team, thank you for the care and the hustle that you bring to your work.
We’re also glad to have been able to spend time with so many of you outside of the office this fall. Our recent Timbers event with Dell was one of the season’s highlights. (How about that final-minute game-winning goal?!) And just last night, we hosted the Mac’s List employer community for their winter panel. Life is busy, and we never take for granted a moment of time that folks to choose to spend with us.
Without each of you reading this, none of this would be possible. Especially to our clients, thank you for trusting us with your technology, for your partnership, and for being the reason we show up every day.
From the bottom of our hearts, thank you for being here. 💙