Just as Sabermetrics is utilized by baseball front offices to gain a competitive advantage, explore just how metric-driven Datamax is; and how we showcase our service responsiveness and strength by constantly measuring powerful metrics.
America’s national pastime today is a game more and more driven by analytics.
Sabermetrics is described as the empirical analysis of baseball through statistics, used to predict the performance of players. Simple box-score elements like hits, runs and errors have given way to stats like WAR (wins above replacement), BABIP (batting average on balls in play), ISO (isolated power) and DIPS (defense-independent pitching statistics). In today’s “scouts” vs. “stats” era, these exhaustive numbers go beyond what a scout’s gut may say, to actually predicting level of success.
There’s real power in numbers. In business, metrics provide much more substance than overwrought advertising clichés or hollow guarantees. They have tangible, predictable value on what your organization can expect moving forward.
In terms of service, what are your technology partner’s performance numbers? Are they batting a good average?
It’s something you should ask.
The “blah blah blah” doesn’t work in today’s data-driven world. You know the type… “we deliver great customers.” “Our team is highly trained.” Entering into a service agreement without metrics to back up guarantees is like going to bat without a helmet on. The result? More often than not, it can mean extended downtime and collective panic from your team. Your copier, after all, is the backbone of your daily workflow and an integral component to efficiency.
You should know – without hesitation – that a technician will be onsite within a given time frame, and provide resolution within a certain amount of time. Protect your employees. Secure your productivity moving forward.
In short, you should ask for numbers that matter most to you. If it’s not relevant to the customer, it doesn’t matter.
Datamax understood that reasoning well. After conducting a double blind survey of both customers and prospects, we found that the top three customer “wants” were (not surprisingly):
With that understanding, three recommended metrics to absolutely seek are Response Time, Response + Resolution Time and First Call Completion Rate. Rapid service call responsiveness (Response Time) is certainly a key indicator of potential downtime for your device, but Response + Resolution is a powerful metric for how well your service team executes on the field.
Much like in baseball, where teams are filling their staff with data heads for digging further into the analytical side of the game, metrics are not a stale entity. They’re a living, breathing thing that can swing two directions over time.
A few elements that indicate a technology vendor’s commitment to service performance are:
There's power in numbers. Have you seen our's? Just as Sabermetrics is utilized by baseball front offices to gain a competitive advantage, explore just how metric-driven Datamax is; and how we showcase our service responsiveness and strength by constantly measuring powerful metrics. We call it our Datamax Service Response Quadrant!