Desk
One place your people send requests, from the portal, by email or by chat. Answered within 4 hours on weekdays.
Where your staff send requests
One place your people send requests, from the portal, by email or by chat. Answered within 4 hours on weekdays.
A request, from typed to answered.
Your people do not learn a system. They write what is wrong in plain words and press send. Everything after that is our problem, not theirs.
What is wrong?
The printer in reception has stopped talking to the till, since about nine this morning.
Received. We are on it.
An illustration of the flow, not a screenshot.
Three ways in, one place it lands.
Your people keep writing the way they already write. Whichever route a request takes, it arrives in the same queue and gets the same treatment, so nothing is lost because somebody used the wrong channel.
No sorting, no categories, no request that ends up in the wrong pile.
Three stages, and you only do the first one.
You write it
One field, plain language, from the portal, an email or a chat message. No categories to pick, no priority to guess, no form that rejects you for missing a field.
We take it apart
The request lands with a specialist who already knows your setup, because our team set it up. No triage queue, no handover, nobody asking you to explain your own systems back to them.
It is done, and you can see it
You get told what was wrong, what was changed, and whether anything needs doing at your end. It goes into the monthly report so it is still there in six months.
21 min
What we measure, against what we promise.
These are two different numbers and they are drawn to the same scale on purpose. One describes what has happened so far. The other is the only one you can hold us to.
Median so far
21 min
The commitment in the agreement
4 h
Median so far: 21 min. The commitment in the agreement: 4 h.
The bar shows both against four weekday hours. We publish the shorter figure because it is true, and the longer one because it is the promise. If the median rises, the promise does not move.
Median time to a first human reply
21 min
Measured from the moment a request arrives to the moment a person, not an automatic acknowledgement, replies to it. An auto-reply is not an answer and is not counted.
Counted only during the hours we promise: weekdays 8-17. A request sent at 22:00 starts its clock at 08:00, and we do not quietly average the night in to make the number look better.
This is a median of requests handled so far, not a guarantee. Our contractual commitment is the one in the agreement: an answer within 4 hours on weekdays. The median is what usually happens; the 4 hours is what you can hold us to.
The rest of the service
Every other module in Norppa IT.