Mindbloom
Mindbloom encountered challenges with resource management in their Helpscout ticket system, leading to inefficient communication solely through email. Despite resolving an average of 180 tickets in 7 hours, analytics indicated room for improvement, aiming for 240 tickets in the same time frame.
Date : 10 Mar 2024
Brief Overview of Client’s Project
The client encountered challenges with resource management in their ticket system, Helpscout. Communication with clients was solely through email, and on average, each agent resolved 180 tickets in 7 hours. However, analytics revealed that under the existing system and processes, each agent should ideally handle around 240 emails in 7 hours. The client aimed to boost ticket volume to improve client satisfaction by reducing resolution times.
Project Objectives
- Transfer all administrative processes from doctors to agents to alleviate the workload on doctors.
- Increase the number of tickets each agent can handle to approximately 240.
- Decrease the first response time to under 3 minutes and achieve complete resolution in under 7 minutes.
Recommended Strategy
- Implement a unified SOP platform to provide step-by-step guides for all agents, reducing direct communication within Microsoft Teams.
- Integrate the scheduling tool with the EHR through an API to facilitate checking details and scheduling appointments from one tool.
- Develop additional canned responses and integrate ChatGPT 4.0 with the ticketing system to assist agents in crafting faster and better responses.
- Establish Google Sheet-based KPI measures to identify trends in agent performance and identify opportunities for improvement.
Challenges Encountered
After analyzing the system’s operation for two weeks, Meldin identified the following challenges:
- Processes were disorganized, causing agents to waste time searching for the correct process or point of contact.
- Agents had to navigate through multiple tools to resolve client issues, leading to delays due to factors such as internet speed and confusion about which tool to use.
- Agents spent excessive time in Microsoft Teams discussions with points of contact, resulting in significant delays in providing resolutions.
Results
- The implementation of these system improvements led to an increase in the number of tickets handled to approximately 230 per agent.
- Client satisfaction rose to 98%, with a 10% increase in returning clients.
- The average response time for the first response was reduced to 3 minutes, and the total response time decreased to 6 minutes.
Conclusion
In conclusion, our client faced challenges with their ticket system and communication methods. We set out to increase efficiency and improve client satisfaction. By implementing our recommended strategies, we achieved positive results: handling more tickets, higher client satisfaction rates, and faster response times.
