DOMO KPI Capabilities?
Hi Guys! Just watched the DOMO integration video and have to say it looks GREAT. One unanswered capability however was its ability to capture and display KPI's by day/month/year/customer/client.
The key KPI's I am personally interested in are as follows:
Repair Turnaround Time (TAT): Measured from ticket Ticket Raised to Ticket Completed in days/hours.
Long Term Pending (LTP): Number or percentage of tickets that are open longer than a set amount of time (for example 3 days).
Average Cost of Repair (ACR): per day/month/year/customer.
Repeat Repair Rate (RRR): Percentage of repairs booked within 90 days of original repair being completed due to functional parts failure/technician fault.
There are lots of other KPI's I'm sure DOMO is capable of capturing but I'm sure these will come.
We have added a ton of this, submit a new idea if you have more feedback!
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@dave - We would love to, unfortunately our licensing model doesn't allow it. It would have made domo cost prohibitive to provide. We do love adding new charts, and are happy to even add new pages + charts to keep that evolving. Was there a request we missed?
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dave commented
Can you allow us to create ad hoc reports? I'm thinking they could be company specific. Since most of us will want different data that is specific to our needs. This will alleviate the need for you to vet our report requests and determine what the most needed are and allow you to focus your efforts on continuing to improve your platform.
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Michael Miller commented
Hi Robert - yes, pulling the ticket timer times is exactly what I mean! That would be a very powerful took in interacting with clients.
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Michael -- Great idea about the ticket list by customer. For this, we could pull the Ticket Timer times. Is that what you mean? Another option would be to show all the Invoice line items associated with tickets. Thanks for your feedback!
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Mark - We just upgraded the Open Ticket Distribution chart. Let us know if this is what you're looking for! https://www.evernote.com/l/AAynN9chUU5GgqkU-lqKmcZE2EcQwCg3YOE
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Michael Miller commented
I love love love love to see a card that shows time tracked to a ticket for a customer. If you pick a customer, you could see a list of the tickets and the amount of time that was spent on them - that way, we could easily generate a report for a client at the end of the year that shows what we've done, what took up the time, what was the most expensive project, etc. (PS The Domo integration is bomber and awesome)
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Added an "Average Cost per Invoice" card just now under Sales -- this should reflect your Average Cost of Repair (ACR). You can edit date ranges on this as well. Hope this helps!
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Great feedback, Mark!
As you mentioned, we do have some Turn Around Time stats already built.
I just added a new BETA card called Open Ticket Distribution under Ticket Stats. Let me know if this is similar to what you're looking for. We can add drill downs to show the list of tickets in each group.
I'll put together a draft of some Average Cost of Repair stats soon. Great idea.
And we've spec'd features to support the Repeat repairs / rework that you're describing -- it's on our near term roadmap. You'll be able to flag tickets as rework and we'll create analyzable data for tracking this.
Thanks for the great suggestions here!
Robert
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Mark @ Apple Repair Co. commented
Thanks Troy, after signing up we can see some of the charts (TAT) are available! :)
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Hey Mark - thanks for writing.
As you sort of mentioned, everyone will have different things they care about - and we can't very easily make special pages for everyone. What we CAN do is take requests and make a best effort at adding charts to relevant pages where possible.
We'll take a look at the specifics you mentioned and see what we can do - everyone else, please comment here with others you want to see!