Without blowing our own trumpet too much (Toot Toot), Mirus is all about delivering award winning customer service, and to do this we need to continually look at better ways to be effective and efficient. With the introduction of RHEM monitoring, we ensure we track our performance and always have our customers front of mind.
RHEM stands for Reactive Hours Per End Point Per Month (we know that’s RHPEPPM but RHEM surely, is slightly easier to pronounce!), simply put this is a measurement by which Mirus measure how effective we are as a proactive IT Support Supplier, it’s also an excellent way of rationalising how much productivity is being driven back into our business.
At its core, RHEM helps business owners, managers and teams to identify and subsequently reduce the amount of reactive time spent helping customers. This is achieved by discovering and fixing their underlying issues that are causing the calls into the Service Team to allow the desk to be more proactive for our customers.
For our customers the key take away is reduced outages and reduced loss of productivity time. By reducing IT issues, clients are able to be more productive and so are our Service Desk Engineers.
We have installed our RHEM monitor (simply a whopper of a TV), and we display, in real time, statistics showing just how well the services team are reacting to our clients telephone calls and service tickets.
RHEM is incredibly important to ensure we are performing to the best of our ability.
We're all about delivering award winning customer service and RHEM ensures we track our performance and always have our customers front of mind.
Here we explain exactly what RHEM is, how we calculate it, and how we can use it to improve the service we provide.
What is RHEM?
RHEM stands for Reactive Hours per EndPoint per Month. It's a way of calculating the time our engineers spend working on the reactive incident, monitoring, and problem tickets we raise for every laptop, PC, and server we support across our customer base. The RHEM calculation comes from dividing those reactive hours logged by the amount of end points (laptops, PC’s, and servers) a customer has.
If we spend 10 hours fixing reactive incidents for Customer A in a month and they have 10 laptops, then the RHEM figure is 10 hours spent, divided by 10 end points (laptops) so the RHEM = 1.
If we then fix some underlying issues for that customer, and we reduce the reactive hours we spend on their tickets to 8 hours the next month, then the new RHEM figure is 0.8.
The lower the figure in principle the better!
Why Calculate RHEM?
As in the example above we use this calculation to firstly understand how much time we are spending working on those reactive type tickets and then use it as benchmark to measure the success we are having in taking actions to reduce reactive hours spent. The less time spent on reactive hours has benefits for our customers and for us. For our customers, it means less service impacting issues and less loss of productivity. For us it means more time spent on proactive fixing, identifying underlying causes and implementing permanent fixes to reduce future outages.
How can everyone impact RHEM?
There are lots of ways to reduce the RHEM figure. The most obvious one is to identify and permanently fix the root cause of any underlying problem we identify for a customer. However remembering that this is all about the hours we are spending then it's also key to have the right processes in place and the right training in place to ensure when we investigate and fix issues, we do it as efficiently as we can, time after time. This is where the customer’s infrastructure needs to be well documented in order for us to find data quickly, and that we regularly add new Knowledge Articles that will help speed up the diagnosis and fix of any incident should it happen again in the future.
How do we calculate it?
We identify the current RHEM figure on a monthly basis. We retrospectively look at the hours spent in the previous month and divide it by the end points. The latest RHEM number is displayed on the board on the 1st of every month.
We monitor each MK Service Desk team separately, and display a separate RHEM figure for each of them. Each team’s personal RHEM calculation includes just the time spent on reactive tickets for their customers, divided by the amount of end points those customers had, in the previous month. They will differ between the teams. We incentivise the teams to improve their scores and ensure we continuously train and develop our teams skills and knowledge.
The dashboard displays the latest figure for a whole month alongside the last few months in a graph so we can see the trend.
Who can see our RHEM stats?
Anyone who comes to the office. We often give tours of the MK office to current customers when they come to service meetings, and to potential customers who we're trying to win. As well as the CSAT board, we also show and explain the RHEM dashboard to help them see that we're always looking for ways to reduce their service issues and have a positive impact on their business.
Do you want to enable your staff and have a more productive business to boot?
Ask us about how we can help your business, and we can arrange a FREE Network Health Check on your systems and solutions.
Request your Health Check today.