You cannot make informed choices without the proper data. With the right information, you can make better choices to bring in the right equipment, implement the right support model, or make adjustments as needed. Without data, you are flying blind. The data you need is at your fingertips. You just need the right resources to access it and give it meaning.
Four simple areas to collect data to understand your support needs
There are four key areas where you can gather the most substantial information about your AV/IT system to help you make the right decisions for your organization.
1. Basic call information
By understanding basic information about the support calls coming into your AV/IT help desk, you can understand how well the system is functioning and what adjustments you may need to make. This data identifies which issues are being solved with first contact resolution and where additional training may be needed for end-users and technicians alike. You’ll learn how long it takes to resolve issues and what issues need repeated intervention from a technician.
2. Technician efficiency
Tracking how individual technicians respond to issues can provide insight into the training needs and staffing levels. Understanding key performance indicators can uncover if issues are related to an individual who needs more training or an overall need for additional resources to keep up with the demand.
3. Take a closer look at Break/Fix requests
Break/Fix requests provide excellent insight into how your system is running. They identify ongoing trends as well as opportunities to build troubleshooting protocols. This information can help identify the root causes of problems and efficiently implement appropriate solutions.
When an issue triggers a break/fix request, it should prompt continued monitoring to understand if it is a one-time problem or a recurring issue that requires further investigation and problem-solving. It may also reveal if the issue is technical or if it can be eliminated with better training or process improvements.
4. Room data
Each of your meeting and presentation rooms can offer a wealth of information to help you improve your system. By knowing how often and when your rooms are being used you can determine if the real estate is being used for greatest cost and user efficiency. Our clients have used this information to understand if a booking process or room ownership is getting in the way of efficient utilization. Room data can also reveal if there is any equipment that is not being used to its full potential.
Data analysis allows you to be strategic with your spending by providing the information you need to make decisions based on trends and user needs. On a day-to-day basis, data analysis is a key tool for preventing the high costs of user downtime. It can also help you avoid spending unplanned budget dollars to fix the same problem over and over again. With data in hand, you can conduct root cause analysis to identify and eliminate problems before they shut down your system.
Always ask your service provider about the data they collect and how they use it. You should be gaining value from your own information.
Mechdyne includes data collection as a standard service. We collect the data your system routinely generates, and we don’t keep the information to ourselves. We share the information we gather with our clients so they understand how to make the most out of their system. Plus, our processes are ticketing system agnostic. We can collect information and generate valuable reports regardless of which ticketing system is in place.