[APAC] Discussion of working principle: "Solve tickets faster"

As the APAC support managers have worked on the outcomes we hope to achieve in FY24-Q1 and the APAC manager-led OKRs, we realised that a lot of what we're doing and aiming for can be encapsulated in three words:

Solve tickets faster

This is in line with our overall message of working differently, not working more.

In the past, we've tried asking support engineers to try picking up more work. More FRTs. More assigned tickets. More. Together, we've found that this has been of limited effectiveness in the long run.

Now, we're changing tack to focus on having support engineers work differently. By finishing the tickets on their plate quicker, support engineers can free up time to do more of what they want (new tickets, training, code contributions, etc).

"Solve tickets faster" is also easy to understand and apply:

• Is what we're currently doing helping us solve tickets faster?
• If we stop or remove a process, will it help us to solve tickets faster?
• Will my ideas and efforts lead us to solve tickets faster as a team?

How it fits our OKRs

Begin a mindset shift to consistently deliver customer results and delight our Support Engineers (link)

➡ Get the team to adopt behaviours that solve tickets faster, freeing up overall capacity.

Buddy up across regions to put the "global" back into Support Global Groups (link)

➡ Better cross-region handovers so we can solve tickets faster.

Team members can locate themselves on the map of performance, and where they could go next (link)

➡ Set expectations of the customer service levels we expect to maintain, even as we go fast with tickets.

90% of support engineers complete customer call training (link)

➡ Does a customer call help solve a ticket faster? Then do it. Does it not help solve a ticket faster? Then keep going async.