Tuesday, 3 November 2020

Support challenges for us in October 2020

We've had a difficult month on the support desk on the back of a busy autumn for new sales of our asbestos software, Alpha Tracker.

You can see from the chart that our performance has dropped for high priority calls to 86.5% and for all calls to 83.2%.  This is the first time in more than a year that we've not resolved at least 9 out of 10 calls within the timescales set by our clients.

Jess, Will, Elaine and the team are reviewing their procedures to make sure we improve during November, although the "lockdown 2" working restrictions are sure to make this a challenge.

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