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Set your Service Team up for Success Cheat Sheet (DRAFT) by [deleted]

This is a draft cheat sheet. It is a work in progress and is not finished yet.


As a technology business today, service is what sets you apart from the compet­ition. Creating a great service experience starts from within. Here are some of the best practices we’ve found create effici­encies and set your service team up to provide consis­tently excellent service.

When inform­ation is stuck in different silos, it’s easy to misplace customer requests. Using a platform like Connec­tWise, tracking all commun­ication in one system keeps everyone informed and ensures nothing falls through the cracks.

1. Everything is a Ticket Ticketing systems

Everything is a Ticket Ticketing systems are a great way to document all requests and hold your team accoun­table. We believe that anything that requires working on, anything action­able, should be a ticket. Whether it’s a client request or an internal task. The next time you go to send an email that starts with “I need you to do…,

2. All Roads Lead to Rome

Create a system that flows all service requests into one central location, no matter how it comes in – phone call, email, chat, customer portals, remote monitoring tools, etc.

3. Paint Tomorrow Green

If your employee utiliz­ation is under 75%, you’re not maximizing your team’s produc­tivity. In Connec­tWise, we flag any day under 75% scheduled in red. Now that everything is a ticket, all you have to do is schedule tickets on their calendar for tomorrow to paint it green

4. My Life is My Schedule

Creating a scheduling or dispat­ching process to Paint Tomorrow Green creates a rigid schedule for your employees to follow. Their life at work should revolve around their calendar. Enforcing this rule ensures they’ll meet that 75% utiliz­ation

5. All Time, All the Time, On Time

Getting your employees to record their time is not an easy task, but not doing it can have severe conseq­uences for your customers’ experience AND your bottom line. We firmly believe that everybody in your company should track: - All time: (8 hours/day, 40 hours/­week, billable & non-bi­llable) - All the time: make it a standard policy - On time: at the time of service, not on Friday at 5 o’cloc

6. Automate Service Workflows

The one thing that can really annoy your customer is lack of commun­ica­tion. Don’t make them call to find out the status of an issue. In Connec­tWise, you can create workflow rules that automa­tically send your customer an email through the ticket.

7. Leverage Remote Monitoring

Today, most devices run off some sort of network that can and should be monitored. Using a remote monitoring and management (RMM) tool reduces the frequency of needing to send a technician into the field. So not only can you reduce the time it takes to resolve issues, but you can anticipate them before the customer even knows about it.