managing productivity of a service team: customer best practices by nucleus networks

Customer Best Practices by Nucleus Networks

Managing Productivity of a Service Team

Leading the conversation today

www.brightgauge.com

Eric Dosal Co-Founder, CEO BrightGauge Software @EricDosal

Karl Fulljames VP of Operations Nucleus Networks @kfulljames

What we’ll cover today

¨  Using Data to Improve Operations ¨  Holding the Service Team Accountable ¨  Managing Service Team Productivity ¨  Top Metrics the Nucleus Networks Team Uses

www.brightgauge.com

ITIL – How we triage

¨  Incident ticket ¤  It’s broken and needs immediate assistance (app keeps

crashing, printer jammed, server on fire, etc.)

¨  Service Request/Work Order ¤ Something that can be scheduled (new user starting,

application install, new workstation setup, etc.)

¨  Type/Subtype/Item

Using Data to Improve Operations

www.brightgauge.com

Holding the Service Team Accountable

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* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]


www.brightgauge.com

Tech Marks Tickets as “Resolved”

Workflow Assigns Ticket

to Coordinators

Coordinators Review Ticket

Fields for Correct Info

If incorrect, Reassign

back to Tech to cleanup

If Correct, Close the

Ticket

Managing Service Team Productivity

www.brightgauge.com

Top Metrics Our Team Uses

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www.brightgauge.com

* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]


www.brightgauge.com

Any Questions?

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To Learn More: www.brightgauge.com/resources

Eric Dosal Co-Founder, CEO BrightGauge Software @EricDosal

Karl Fulljames VP of Operations Nucleus Networks @kfulljames

managing productivity of a service team: customer best practices by nucleus networks

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