One of my favorite teams at BrightGauge is our Customer Success Team. We have 3 awesome fellas on the team (and looking to hire 1 more if you know of anyone) which is lead by our Customer Success Manager, Randall Berg.
The team does a great job making sure our customers get onboarded once they sign up, receive the proper training, offer any assistance with customization they might need and of course address any support related questions that come up during the process.
With the functions of the team easily divided, we then started tracking how many open requests each function had. As you can see from the screenshot below we break out the tickets received by group and then our goal is to keep the “Open” count at zero. This allows us to “Manage by Exception” or “Manage to Zero” making it very easy for everyone to see how we’re doing. This dashboard has 2 goals which are “No Red” and “Get to Zero”.
No Red - Using our colors and threshold features, we have assigned certain benchmarks for our numbers that indicate a problem. In the example above, the “New Tickets” is in red because we never want to have any tickets in New status that we haven’t responded to. Additionally, we have other thresholds for Open tickets. For example, if there are 10 open support tickets the number turns red. This makes it very easy to identify problem areas that need to be addressed quickly.
Get to Zero - The second goal is to ensure that all the numbers in the top row (our Open Tickets for each group) are at zero, meaning the next step is waiting on the customer and not us. Once they are at zero the color turns green (using our colors and thresholds) as you can see on the right in the Billing group.
While it’s so easy to make gauges and keep track of many different metrics on the Customer Success dashboard, we have to ensure that our team can easily get a snapshot of their performance throughout each day. By implementing two simple rules, “No Red” and “Get to Zero”, it makes for an effortless solution to keep everyone on the same page and accomplishing the right task at the right time.
