October started with some sad news. Tomorrow People is closing after 14 years with us, and they probably don’t know how important they were to the creation of Kimbley IT.
When I first set up the business on my own, I got myself a fancy office in the centre of Birmingham, only to realise I had no clients to pay the rent. Tomorrow People were in the same building and became my first client. Their monthly retainer covered the rent on that office until I could use the break clause to get out of it. We’ve had an amazing relationship over the years, and while it’s sad to see them close, the directors are heading off to new challenges. Each of them is starting a new business, and they’ve already asked us to look after the IT for those too. In the meantime, we’ll keep everything running for Tomorrow People while they wind things down.
We also welcomed a new client. Cure Digital, a digital agency in Stockport, signed up for IT Assistance and Support by Kimbley IT after another IT company introduced them to us because they don’t support Google Workspace. They signed on the same day as our video call, and their 10 team members will be migrating from Microsoft 365 to Google Workspace by Kimbley IT shortly.
I had a video call with Kintota Care to look at where AI could help them. Most of their care work is funded by the council, so margins are tight. I showed them Kai, and we talked about automating their sick leave process once their rota system offers an API.
Kai (Kimbley AI), our AI support agent, took on more of the work in October. He now includes details about a team member’s computer in their support request, such as when it was last restarted, so we don’t have to ask. Kai also has recursive self-improvement now: he looks at how technicians interact with clients and learns from that, and reviews any support or assistance interactions he has had to learn how he can improve himself for the next interaction.
When the PHP2Shell vulnerabilities were announced, Kai checked every client’s website from the outside to see which ones looked exposed. Where a site was running an older version of PHP, we told the client so their web developer or host could confirm it had been patched.
New videos on our YouTube channel
New blog posts
How Do You Turn a Spreadsheet Into a Simple App Without Coding?
Is It Hard to Switch from Microsoft 365 to Google Workspace?
Assistance and Support Statistics
In October, our clients’ team members contacted us 169 times. 110 of those contacts were for assistance, where a team member wanted to know how to do something, and 59 were for support, where something was not working as it should.
Of the 110 assistance contacts, 25 were resolved in less than five minutes, 57 were resolved between five and thirty minutes, 11 were resolved in over thirty minutes but less than an hour, and 17 were resolved in more than an hour.
Of the 59 support contacts, 2 were resolved, and the team member was back at their work in less than five minutes; 40 were resolved, and the team member was back at their work between five and thirty minutes; 8 were resolved, and the team member was back at their work in over thirty minutes but less than an hour; and 9 were resolved, and the team member was back at their work in longer than an hour.
All of these contacts came to us through our instant messaging support service.
58 team members would not have needed to get in contact if the companies they worked for offered regular training through Learning Sessions by Kimbley IT.
