Hi all
Included within our services is a support option for clients to ask quick questions. I am trying to decide whether it is better practice to create a single ‘Support’ job for each client where all emails and time get allocated for the year or whether it’s better to have a separate job created for each email all allocated to the Support service type.
Option 1 pros: has a single budget we can track progress against, all queries can be seen under a single job.
Option 2 pros: better tracking of each question via the job, can allocate a budget for each query to keep staff on track.
My main concern with option 1 is not having sufficient tracking on each query but I suppose this could be resolved via email insignts.
Main concern with option 2 is not being able to properly track the time against the budget for the year. E.g. if we charge a client $1,500/year I want to know how we’re going against that.
Any feedback welcome.
Cheers
Matt