15 customisable OKR examples for Support Team Manager
What are Support Team Manager OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Creating impactful OKRs can be a daunting task, especially for newcomers. Shifting your focus from projects to outcomes is key to successful planning.
We have curated a selection of OKR examples specifically for Support Team Manager to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Support Team Manager OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Our customisable Support Team Manager OKRs examples
You'll find below a list of Objectives and Key Results templates for Support Team Manager. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
1. OKRs to improve efficiency in team support
Improve efficiency in team support
Decrease average response time to team requests by 30%
Implement a central team communication platform
Prioritize and delegate team queries efficiently
Train staff in time-effective communication methods
Implement a tracking system to improve accountability and time management
Research and select an appropriate tracking system
Regularly review system data and adjust processes
Train the team on using the system
Resolving 95% of team issues within two hours of initial report
Develop efficient problem-solving methods for common issues
Implement quick communication channels for issue reporting
Establish on-call support team for immediate troubleshooting
2. OKRs to streamline ticket resolution process in DACH region
Streamline ticket resolution process in DACH region
Reduce average ticket resolution time by 30%
Implement more efficient ticket handling procedures
Provide advanced problem-solving training to staff
Introduce effective ticket prioritization system
Train 100% of the support team on new procedural changes
Create comprehensive training materials for the procedural changes
Schedule company-wide trainings for support team
Track and confirm individual completions
Implement standard procedures for 90% of common issues
Develop standard procedures to address these issues
Identify the top common issues affecting the business
Train staff on implementing these procedures
3. OKRs to accelerate resolution of customer support tickets
Accelerate resolution of customer support tickets
Increase support team's ticket processing efficiency by 20%
Invest in efficient ticket management software
Implement ticket prioritization strategies to expedite urgent requests
Conduct training sessions on troubleshooting common issues
Implement a knowledge base to facilitate 15% of ticket self-resolution
Implement these solutions into a searchable knowledge base
Develop comprehensive, easy-to-understand solutions
Identify common issues from past customer tickets
Decrease average ticket response time by 30%
Increase availability of customer service staff
Train staff in efficient troubleshooting techniques
Implement a ticket prioritization system
4. OKRs to improve sales performance across all product lines
Improve sales performance across all product lines
Raise customer retention rate by 15%
Improve customer support and response time
Implement loyalty programs and reward frequent customers
Collect feedback to understand and solve customer problems
Achieve a 25% increase in overall unit sales
Enhance distribution channels to broaden product accessibility
Implement a marketing campaign to raise product awareness and demand
Offer customer incentives like discounts or loyalty programs
Boost the average purchase value by 10% per customer
Introduce premium versions or add-ons of popular products
Implement strategic up-selling and cross-selling techniques
Offer discounts or incentives for bulk purchases
5. OKRs to increase usage of D365 Sales Hub in our organization
Increase usage of D365 Sales Hub in our organization
Achieve a 20% increase in daily active users within the next quarter
Implement a user referral incentive program
Optimize product features to improve user retention
Launch an engaging marketing campaign to attract new users
Conduct 3 interactive workshops on the benefits and features of D365 Sales Hub
Identify key benefits and features of D365 Sales Hub for workshop content
Promote and schedule D365 Sales Hub workshops to target audiences
Plan structure and activities for three interactive workshops
Decrease D365 Sales Hub related support queries by 30%
Develop a user guide to resolve common issues independently
Introduce a self-help portal with FAQ
Implement comprehensive staff training on D365 Sales Hub usage
6. OKRs to enhance the efficiency of the Cloud Support Team
Enhance the efficiency of the Cloud Support Team
Reduce the average response time to customer queries by 20%
Implement comprehensive staff training for efficient query solution
Allocate more resources towards customer service management
Enhance customer service software for faster responses
Implement three new measures for proactive issue identification and resolution
Train team members on the new measures
Identify potential problems through risk assessment analysis
Develop procedures for efficient issue resolution
Increase customer satisfaction score for support tickets by 30%
Implement thorough training for support team on customer service skills
Regularly solicit feedback to improve support services
Develop a system for prompt response to support tickets
7. OKRs to launch a viable, user-friendly SaaS product
Launch a viable, user-friendly SaaS product
Achieve a customer satisfaction score of above 85%
Develop a proactive customer communication strategy for problem resolution
Implement a customer feedback system to identify improvement areas
Train staff in customer service protocols and problem-solving
Develop MVP with essential features by involving 10 beta testers
Gather and integrate feedback to refine MVP features
Identify the essential features needed for MVP development
Recruit 10 beta testers for product evaluation
Obtain initial sign ups exceeding 50 customers
Develop enticing advertising campaign targeting potential customers
Launch sign-up incentive program or promotional offers
Maximize reach through social media marketing strategies
8. OKRs to communicate product support advancements by us and our partners
Communicate product support advancements by us and our partners
Increase monthly progress report releases to partners by 50%
Boost staff resources for report creation and distribution
Identify partners needing more frequent reports
Implement a more efficient report-generation process
Establish a bi-weekly structured feedback loop with all key partners
Outline and communicate a bi-weekly meeting schedule
Develop a comprehensive feedback agenda
Implement a system for documenting and tracking feedback
Achieve 25% engagement increase on shared progress updates across all platforms
Amplify shares by creating engaging, easily shareable content
Implement interactive elements in progress updates
Promote user-generated content sharing
9. OKRs to improve MTTR efficiency to enhance customer satisfaction
Improve MTTR efficiency to enhance customer satisfaction
Implement automation tools to decrease manual intervention in incident resolution by 20%
Monitor and measure the effectiveness of automation tools in reducing manual intervention
Determine specific incidents that can be resolved through automation
Conduct a thorough evaluation of available automation tools for incident resolution
Implement selected automation tools into incident resolution processes
Increase first-call resolution rate by 10% through improved troubleshooting techniques
Develop a standardized troubleshooting checklist and documentation process
Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
Implement comprehensive training program for troubleshooting techniques
Provide comprehensive training to support team to enhance technical capabilities and problem-solving skills
Organize team-building activities to foster collaboration and enhance problem-solving through group participation
Offer online training resources and modules for the support team to enhance their technical skills
Conduct technical workshops to strengthen the support team's knowledge and proficiency
Implement regular problem-solving exercises to improve the team's critical thinking abilities
Reduce average incident response time by 15% through process improvement
10. OKRs to enhance customer satisfaction and net promoter score
Enhance customer satisfaction and net promoter score
Bolster CSAT rating by 10% with enhanced product quality and user-friendliness
Educate users on product features via online tutorials
Continually gather client feedback for user-interface enhancements
Implement a robust quality assurance process for product improvement
Decrease customer complaints by 20% by implementing effective solutions swiftly
Develop swift response protocols for customer complaints
Track and analyze complaint trends weekly
Implement thorough training towards successful problem-solving
Increase NPS score by 15% through improving customer support responsiveness
Regularly monitor and evaluate response times
Implement customer support training on efficient and proactive response
Integrate faster customer service software/tools
11. OKRs to improve service recovery time in 2024
Improve service recovery time in 2024
Reduce mean time to recovery (MTTR) by 25% in the next product update
Integrate higher-quality failure-detection mechanisms
Implement automated incident response procedures
Develop comprehensive recovery guideline documents
Train support team on new recovery protocols to attain 90% resolution efficiency
Schedule training sessions on new recovery protocols for support team
Set up regular assessments to measure resolution efficiency
Develop practical exercises to ensure understanding of new protocols
Implement automated diagnostic tools to decrease escalation incidents by 30%
Identify suitable automated diagnostic tools for system optimization
Train staff on proper usage and implementation of these tools
Purchase and install the selected automated diagnostic tools
12. OKRs to boost enterprise customer attraction to our platform
Boost enterprise customer attraction to our platform
Expand platform features based on 75% of enterprise-client feedback
Analyze feedback from 75% of enterprise clients
Identify commonly requested platform features
Initiate development of new features
Increase demo requests by 30% over the next quarter
Implement a user-friendly online demo request form
Enhance demo product features to attract more customer interest
Develop targeted marketing campaigns to boost demo visibility
Enhance customer support satisfaction rate by 45%
Implement a customer feedback system to gauge satisfaction
Implement comprehensive training programs for customer support staff
Improve product/service quality based on customer insights
13. OKRs to decrease customer issue resolution time by 20%
Decrease customer issue resolution time by 20%
Implement new ticketing system to streamline support process in 4 weeks
Create a system implementation and training plan
Research and select appropriate ticketing system software
Execute the plan and monitor its effectiveness
Increase first-contact resolution rate to 75% from current rate
Monitor and adjust strategies based on resolution rates
Implement specialized training to address identified issues
Analyze recent unresolved customer interactions for common issues
Train customer support staff in issue escalation and resolution techniques
Schedule regular role-play exercises to simulate escalation scenarios
Conduct a needs assessment for escalation training among support staff
Develop a comprehensive training curriculum on issue resolution techniques
14. OKRs to streamline Operational Efficiency
Streamline Operational Efficiency
Reduce customer support ticket resolution time by 25% by implementing self-service resources and improving response processes
Regularly analyze customer feedback to identify trends and continuously improve response processes
Implement chatbots to provide immediate and automated responses to common customer queries
Streamline ticket triage and routing processes to ensure faster response times
Develop a comprehensive self-service knowledge base with frequently asked questions and guides
Achieve a 15% cost reduction in supply chain management through vendor negotiation and procurement efficiency
Streamline procurement processes by implementing automation and digitization tools
Establish clear performance metrics and regularly review vendors' performance to ensure efficiency and cost-effectiveness
Explore alternative suppliers and evaluate their pricing and terms to maximize cost savings
Conduct a thorough analysis of current vendors' pricing and identify potential negotiation opportunities
Increase employee adoption of new software tools by 30% through comprehensive training and improved user experience
Decrease average time spent on administrative tasks by 20% through automation and process optimization
15. OKRs to ensure successful implementation and utilization of the ticket system
Ensure successful implementation and utilization of the ticket system
Complete ticket system setup and integration by 25% of the quarter
Identify necessary software and hardware for ticket system setup
Initiate system integration procedures
Monitor and evaluate progress towards completion
Train 75% of staff members on the use and benefits of the ticket system
Develop comprehensive, easy-to-understand training materials
Identify staff members not familiar with the ticket system
Schedule and conduct training sessions regularly
Achieve at least 60% user adoption rate of the ticket system within the quarter
Train all employees on the benefits and use of the ticket system
Implement incentives for consistent ticket system usage
Regularly monitor and report on user adoption rates
Support Team Manager OKR best practices to boost success
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
Tip #2: Commit to weekly OKR check-ins
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
Being able to see trends for your key results will also keep yourself honest.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to turn your Support Team Manager OKRs in a strategy map
OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Support Team Manager OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to strengthen cybersecurity to reduce incidents by 50%
OKRs to deliver feature-rich product releases with minimal bugs
OKRs to complete Windows 10 update on all DC PCs
OKRs to implement strategies to decrease recovery time
OKRs to enhance the verification process of paraprofessional claims
OKRs to enhance precision and productivity of tax and accounting operations
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.