In September 2021, TSS completed the implementation of Cherwell Service Desk tool, providing an improved user experience for customers requesting service and support. This implementation allowed TSS to more accurately track Mean Time to Resolve (MTTR), which is an industry-standard measure of the average elapsed business time between ticket creation and resolution. MTTR serves a variety of functions, from measuring the customer experience to determining appropriate staffing levels in a service organization. 

To ensure healthy customer relationships, one of Technology Solutions and Services’ primary goals is customer satisfaction. TSS conducts a quarterly customer satisfaction survey which, over the course of a year, gives all our customers an opportunity to provide critical feedback about the services and products TSS delivers. One of the persistent survey questions asks our customers whether, given the choice, they would continue to use TSS as an IT service provider. Using this KPI, TSS monitors general client satisfaction within any given quarter and tracks this measure over time to establish a trendline.

In a service organization, the Ticket Volume KPI measures inbound requests to the Service Desk and other Technology Services and Solutions support teams in a given period. It can also be used to measure unplanned activities (e.g., service interruptions or security incidents) that may require attention. This data allows TSS to focus on operational improvement efforts, determine staffing levels, and improve the overall user experience.

Technology Services and Solutions is tasked with selecting measures that are representative of their core business.