Happy Xmas to all: 2024 in review.
As we get to the end of another terrific year at HosPortal we would like to wish all our customers, users and colleagues a wonderful Christmas and New Year. We have been massively proud of our achievements this year and continue to be delighted with the feedback we receive from customers and prospective customers.
Some of your author’s highlights for the year include the following:
Once again a huge amount of development and enhancement work from a very small but dedicated and efficient software development team. We made over 660 improvements to HosPortal over 17 structured releases. Our biggest release had over 70 changes in it. Thanks to Terry, Ben, Jake, Holly and Chris for their efforts on this.
Continued excellent and responsive customer service. We processed over 970 help queries through our online support system over the last 12 months with a median response time of just over 4 minutes, and a median time to close out issues of 4 hours and 11 minutes. Our busiest time of the week in 2024 was 12 noon on Mondays, with 3% of all our queries being answered in that hour. But we also answered 5% of our queries over weekends and 11% of queries either before 8am or after 5pm. Thanks to Shiela, Suha and Chris for outstanding customer support. Although we are proud of our responsiveness, our aspiration is actually to get the 970 responses to zero by making our software so intuitive and easy to use that customer support is not required.
We also did a lot of additional phone, video and in-person support, especially supporting senior administrators. One of the highlights was a day trip to one of our more important and active hospitals to do an in-person training session. At that hospital we had over 6 hours of engagement and an in-depth roster review involving about 15 administrators. The hospital got lots of tips and HosPortal came away with a long list of suggestions and improvements that we are still working our way through. A win for everyone.
The launch of our AI rostering tool. This will ultimately be a complete game-changer for roster administrators. We have now used it on two really complex rosters and had great success where we all learned a lot and were able to make straightforward enhancements to our system based on detailed feedback. On one of those rosters we have now done it a second time and building a 3-month roster for a pool of Registrars was almost as easy as the press of a button. Thanks to Chris, Jake and Suha for supporting this and also to Mark, the external contractor who did a lot of the foundation technology work.
Over 18 new customers, including many at new hospitals, a growth of about 30%. We have signed 18 contracts as at 20 December (including one as this post is being written), but we have promises of another 9 to be signed before Christmas after your author is on the beach. Thanks to Katie, our Sales Manager, who has had a phenomenal year in improving HosPortal’s presence through her active online and in-person marketing efforts, and her tenacity in chasing down every sales opportunity. Also thanks to Suha and Shiela for all their follow-up work in getting our new customers up and running promptly.
Our development team is now on a well-deserved break until January, while a few of the service team stay behind to prepare for all the new customers who want to be set up in the new year.
Wishing all our readers a similar break and a wonderful New Year!
