We are a very process and metric-driven business. In order to improve our service levels and response times to customers, we needed a way to measure responsiveness across our supply chain, internal departments, and ultimately with our customers. timetoreply Success has enabled us to measure the response time performance of the following:
1. Each account manager's response times to their customer base and to new leads.
2. The response times we are getting from our numerous suppliers that has enabled us to show them the data and get them to commit to providing our account managers and processing department with more responsive service. As an example, our one supplier responds to us on average within 45min (SLA breach percentage of 5%) whereas another large supplier takes 6h30min on average (SLA breach percentage of 50%+)... the service levels between the two are wildly different and this impacts our lead times to customers.
3. Measure the response times between internal departments, for example how long does our branding department take to respond to each account manager and how do the individuals in the branding department compare against one another. One designer responds in 12 minutes on average whereas the other design takes just less than 1 hour on average. Wherever we noticed a difference we saw an opportunity to improve performance and improve operational efficiencies.
4. And finally it has also helped us understand workloads and when we need to hire additional people. In our processing department, for example, some of our processing staff handle 2/3rds of the workload that others manage to achieve. This information is important when we have performance reviews and remuneration discussions.
Customer support is knowledgeable and helpful. In terms of ease of use, the more familiar you become with the software the more powerful it becomes. It is very easy to implement initially. To get the whole system configured to extract all the value takes slightly longer. Review collected by and hosted on G2.com.
I would love for it to integrate into OrderMation (our processing software), but understand it is a niche bit of software so we will use the timetoreply API to integrate instead. We want to people to keep our contact groups updated in real-time so that we can run reports per account manager against the accounts they own to see how they are responding. Review collected by and hosted on G2.com.
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