New Year's Resolution #1: Improve Resolution Times

HOW TO TRIM DOWN YOUR TIME-TO-RESOLUTION FOR BETTER CUSTOMER SATISFACTION

With New Year’s resolutions top of mind right now, what better time to discuss trimming down your MSP’s ticket resolution times?

Because consumers have become accustomed to instant gratification and have high expectations for customer service, Mean Time to Resolution (MTTR) is one of the most important metrics your MSP can track. We’re talking not just how long it takes someone on your team to respond to an issue, but the time your customer has to wait until the issue is resolved.

In 2020, Liongard’s Head of Partner Success, Kendrics Hawkins, set out to achieve a goal of improving resolution times and increasing customer satisfaction. Over the course of several months—and in the midst of the pandemic—Hawkins and his team decreased Liongard’s MTTR to an astonishing 30 minutes. Hard to believe, right? But they did it, and the benefits of fast and effective resolutions became incredibly clear.