As 2021 comes to an end, we are looking back on our accomplishments this year. We are proud to have added several new clients to the Partner family this year. Please welcome: Burlington Electric, Wise Electric, Georgetown and WIN Energy – some of the newest users of our software.
Our teams have been hard at work improving our offerings, standardizing internal processes and supporting our clients when they call on our assistance. Earlier this year, we released version 4.30, one of the most feature-rich releases in my time here at Partner. We are excited to continue to train our customers on the new features that are available within this new version and we are already working on the next round of enhancements.
One big goal of ours for 2021 was to have more meaningful conversations with our client base. We hosted 4 Client Advisory meetings where we showed off new features, discussed our product roadmap and received feedback from our users. A big thanks to all of you who showed up and offered feedback. Although these meetings were a success, we are still fine tuning the format and expect to double our efforts next year by hosting two per quarter.
Just like any other business, Partner had our fair share of challenges to go along with our accomplishments. Partner was not immune from what society is labeling the “Great Resignation”. We lost some employees this year and that is never an easy thing to deal with. I appreciate the patience of our clients while we have worked to backfill these positions. We understand that our response time in Support has been affected by this and I want to assure you all that we are taking steps to hire and onboard as quickly as possible so we can continue to provide the highest quality of support to our clients. I would personally like to thank the members of the Partner team that held things together when times were tough. Even though our response time was not where we wanted it to be this year, we improved our resolution metric substantially. In 2020, we closed 82% of all new tickets. This year, we closed 90% with less staff members.
As we look forward to 2022, Hiring is top of mind for myself and other team leaders. We have already brought on two new employees this year, Doc McLoon and Josh McMullin. I will be looking to add 5-6 more team members this year as we continue to grow the business. I will soon be announcing new faces in both our Support and R&D groups. I would also like to congratulate both Johanna Gard’ner and Liz Smith. Both are receiving well-deserved promotions in 2022. Johanna is moving into a Director of Sales role and Liz will take on a Client Success Specialist role.
None of our accomplishments could have been possible without our loyal client base. I want to personally thank each of you for being the best supporters that we could ask for. Our software would not exist if it weren’t for your valuable input and feedback. I hope you all have the best holiday season and I look forward to seeing you all face-to-face in 2022!
