This is a sample audit of a made-up firm.
TeamRosa
R
Rosa
18% of the team's email time. Operations, tax and customer service take 79% of it.
Hours of email
488About 9.4 hours a weekEmails
14,93053 on a typical weekday, 3,583 sentAnswered within a day
79%57% within the hourSent after hours
8%Before 8, after 6 or on a weekendWhen Rosa writes
emails sent, by weekday and hour, over the year12a3a6a9a12p3p6p9pMonTueWedThuFriSatSun
FewerMoreBusiest: Friday 9 am, 108 emails
Where Rosa's time goes
All areasOperations304 h
Tax54 h
Customer service27 h
Marketing25 h
Scheduling21 h
Purchasing18 h
Rosa's part in the jobs
hours a year, month by monthHow fast conversations get an answer
1,002 conversations with a replyWithin an hour
57557%
1 to 4 hours
13013%
4 to 24 hours
919%
1 to 3 days
11912%
3 to 7 days
576%
Over a week
303%
Where Weekly client update conversations end
179 conversationsCollect the weekRuns on its own
13
Write the updateYou approve
32
Client repliesStays with you
135
26 of the 179 conversations are a single email. Single-email system notices end at their only step, so a tall bar on an alert step is expected.
What could change in Rosa's jobs
Runs on its ownYou approveStays with youSomeone else
| Job | What it needs | Hours | From now on | |
|---|---|---|---|---|
| Weekly client update | One routine | 28 | ||
| Site visit desk | A shared record | 25 | ||
| Quote first drafts | One routine | 22 | ||
| Permit status checks | One routine | 22 |