What do you measure as a business? What measures are important to you?
Most businesses will track revenue, profit, margin and cash in the bank and some go further and measure Key Performance Indicators (KPIs), linked to overall business objectives. These companies tend to measure company-wide, departmental and individual KPIs such as ticket response times, call answer times as well as order lead times. Each KPI paints a picture and together they provide a dashboard to quickly identify areas of success and often more importantly areas to be improved.
For example, in marketing, there is a lot to measure, monthly unique web visitors, Twitter followers, retweets, LinkedIn connections, likes and shares etc. which give us an indication of who has seen our content and how they responded. However, without more detailed analysis of how the engagement relates to leads, conversions, ARPU and ROI, we can’t really draw conclusions.
The same can be said for response rates. Tickets and calls may be answered quickly, but without linking this information to cost, customers, cases and suppliers we don’t see the full picture and may not be able to identify key underlying issues holding back the business. Conversely, companies that try and measure everything end up with a very busy dashboard making it hard for departments to understand their priorities.
Companies who set a limited number of appropriate KPI targets and measure performance against them, tend to be more focussed on continuous development and better able to automate or scale resource to match growth.
Jola helps partners to measure the right things by automating as much of the quoting, ordering and provisioning process as possible, providing automated feedback at critical points. Our white-label billing service measures critical tasks in the billing journey and highlights outstanding tasks to save the reseller time and ensure nothing is missed. Our white label support service presents resellers with structured feedback on how their customers are being supported, highlighting any general issues the reseller may want to act upon.
Jola provides internet connectivity, hosted voice and mobile solutions to UK SMEs via a channel of IT and telecommunications companies. To find out more…
