In search of lost time

At the healthcare IT vendor where this pilot fish works as a supervisor for a group of Level 2 support engineers, a CRM system is used to track the time they spend resolving customer issues. That’s important, because management expects them to spend 75% of their workday doing this type of work, and if it’s not recorded properly, the group’s time reports won’t be accurate — repercussions sure to follow. In short, every minute counts.

For fish’s group, every keystroke counts, too, so they come up with a request for a simple tweak to the CRM. As it is, when you open up a new time entry record in the CRM, it provides a start time. You then fill in the end time yourself after you complete the task.

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