Indicators of Earnings Maintenance

Sales, revenue, and profit outline the level of activity in a business, from sales to delivery.
They are the results that allow us to satisfy our customers.
Of course, the maintenance of all revenue depends on customer satisfaction, of course.
Also, funnel and close rates are ultimately dependent on client satisfaction.
References play a key role in closing large managed services contracts.
Therefore, the key to managed services is to have clients who are satisfied with your services and willing to refer you to others.
We focus on several metrics to manage this.
The first metric is the proactive rate.
Our goal here is 95%.
If we are managing a customer’s infrastructure remotely, then 95% is our goal.
In almost all cases, you should be able to review and open tickets through the platform.
Anything below 90% is a red state.
The second metric is the percentage of tickets that affect the service and take more than 8 hours to resolve.
Problems that take this long significantly reduce customer satisfaction.
We want less than 5% of all tickets to take more than 8 hours to resolve, and less than 2% of tickets to be unresolved.
The third operational metric is on-time adoption rate.
This is determined by what percentage of time we are able to achieve this based on the rollout plan agreed upon with the customer.
Since the date of the plan may change before the actual implementation starts, you should usually use the most recent date of the plan before the first migration.
The goal here is 90% on time, anything less than 70% is a red state.
The schedule should only be adjusted if the customer agrees to it. This is another indicator.
You can fool yourself, but being disciplined is paramount.