CodeBlue Core Update DECEMBER 2016

As 2016 draws to a close I thought I would reflect quickly on the huge year we have experienced and the growth we have had. To date this year we have welcomed 93 new customers on board and 20 new staff to the team!

And...in the past 8 weeks alone we have welcomed 18 new customers around the country

  • A.S Wilcox - Auckland
  • Blue Fern Realty - Auckland
  • University Bookshops - Auckland
  • FAB Group - Auckland
  • FIL (Fusion Interiors Ltd) - Auckland
  • Multi Media Communications - Christchurch
  • Wellnomics - Christchurch
  • McIntosh Group - Christchurch
  • Courier Solutions - Christchurch
  • Helmore Stewart Law - Christchurch
  • Jarvis - Christchurch
  • Helio Trusts Ltd - Christchurch
  • Powerparts - Christchurch
  • Central TAS - Wellington
  • UFBA - Wellington
  • Knox Rehab Clinic - Southland
  • Aburns Glass - Southland
  • Able Southern Family Support - Southland

Marketing Update

We've been focusing on developing demand generation around the country to help create a healthy pipeline and build brand awareness in the market. To achieve this we have been working on our SEO presence, we have started a re-targeting campaign and sent out various direct mail campaigns.

Current SEO rankings over the last month:

  • 7,913 pageviews
  • 3,211 visitors to the site (2,235 of which were new visitors - 69.60%)
  • Average session duration of 1:53 (up 42.22% from our previous month)
  • A total of 26,303 impressions

We are now sitting Top 10 for the below search terms:

Other activities on the go include a video highlighting 'The CodeBlue Difference', which you can see below, email marketing and a ton of content to compliment our digital presence.

Qualifications and Certifications

We've been asked recently the amount of certifications and qualifications our team obtain and in going through this process I just wanted to highlight these, as we have an outstanding number of qualifications among the team. In total we have 82 unique certifications which when broken down include:

  • 46 unique Windows certifications
  • 11 unique Microsoft certifications
  • 6 unique HP certifications
  • 4 unique Cisco certifications
  • 4 unique VMWare certifications
  • 3 unique CompTIA certifications
  • 2 unique A+ Core certifications
  • 2 unique Allied Telesis certifications
  • 2 unique Citrix certifications
  • 2 unique Veeam certifications

Some key statistics from the last month

  1. Resolution Rate - Improved by 1%, a good result and tracking well against last year's average of 84%
  2. SD Tickets Worked On - This is the highest volume of tickets the Service Desk has worked on, a result of the number of new customers coming on board.
  3. Average Time To Answer - this has continued to trend downwards for the second month in a row.
  4. Abandonment Rate - This has also continued to trend downward for the second month in a row. We have been working on resource management by identifying peak times in the day and moving the Service Desk shifts, we expect to continue to improve on this metric.

If you have any questions regarding the content in this update please contact any of the subject matter owners:

  • Lydia Hughes - Branch Operations
  • Chanel Williamson - Marketing
  • Lee Madden - Service Desk / NOC
Created By
Chanel Williamson
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