In our outfit (operating for some years already) we were pondering the same question in regards to tracking support.
In the end we did a comprehensive analysis of how much time each client actually uses and the results were surprising. The vast majority of clients actually are not abusing the support channels with a few outliers.
So the takeaway for us was clearly to set up Basic and VIP support packages and spare our people the braindead overheads of time tracking.
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[ 2.3 ms ] story [ 11.8 ms ] threadIn the end we did a comprehensive analysis of how much time each client actually uses and the results were surprising. The vast majority of clients actually are not abusing the support channels with a few outliers.
So the takeaway for us was clearly to set up Basic and VIP support packages and spare our people the braindead overheads of time tracking.