Service Team Updates: This team hit a milestone with the fastest response and resolution time in 2023. After a concerted effort over the past 6 months, your support team has hit new milestones with their service metrics with response times as low as 4 minutes and resolution times closing in on 30 minutes. A great effort by the team to continue to improve the experience with measurable results. Thanks to our remote support and IT Ops team.
They also had a year-over-year increase in customer satisfaction ending the year with an overall score of 98.6. We also have 5-star reviews on Google and several 5-star reviews on Clutch. A huge thanks to you, our customer, for providing us feedback so we can continually improve our operation.
Investing in Our People and You: Training investment continues in 2024. In 2023, we recorded the highest investment in labor hours towards training in our history. With nearly every employee from service to sales completing training. In particular, our IT Ops team has started the training and certification process for using automation tools and scripting from Microsoft 365 Power Automate and Power Apps. We plan to make this a top priority in Q1 '24 along with the use of Microsoft Copilot AI tools for automation techniques.
In Q4, the service team made a big step forward in piloting a new IT documentation tool. That tool moves out of the phase I pilot into a broad rollout in Q4. The current plan is to move and standardize our documentation using the new application. We expect to have 1-2 customers completed each week and should have 100% completion by Q2 '24.
Customer Adoption of 100% Cloud and Microsoft Security: We are incredibly thankful to those clients who signed off on the move to 100% cloud and the adoption of new security technologies. More than 50% of customers adopted our recommendations on security. And 94% of our customers have made the move to 100% cloud making Varsity a cloud-first service provider. Thank you for working with us and trusting us in your important strategic decisions for your organization!
-Patrick Ciccarelli, CEO & Founder
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