Inside TeleCloud: Six KPIs that Grow a Seven Figure Business

In the first company we built, we developed a handful of good KPIs by about year two. That small group of metrics ended up transforming how we ran the business. It helped us improve collections, sales, operations, margins, and more. At TeleCloud, we have implemented and refined a set of core KPIs, and we report on them to the team every single week. Here is a behind-the-scenes look at the exact numbers we measure and why they matter.

Note: these are our real KPIs, so whether or not we hit the target, these are the true numbers! 

Our customers depend on us to keep their communication systems running smoothly. Support is where trust is earned or lost, which is why we track performance here more closely than anywhere else.

• First Response Time: We measure how quickly we acknowledge and delegate support requests to a live in-house agent. Customers should never be left wondering if their issue has been received. A fast first response shows that we are listening, that their concern matters, and that help is already on the way. We have purposefully not automated this (we may change this later) so that our team legitimately has to look at, categorize and assign the ticket in order to count the response. We allowed the support team to build a template, but the response time reflects our real-time processing of the issue.
  • Goal = less than 2 minutes 
  • Average in past 30 days: 2 minutes

• Average Response Time: It is one thing to respond quickly once, but consistency is what builds long-term trust. By monitoring how long it takes to follow up across every ticket, we ensure customers always feel supported, not just the hottest issue going on. Our goal here is to respond twice per day to each ticket with updates, so for our team that is every five hours. 
  • Goal = less than 5 hours 
  • Average in past 30 days: 5 hours 37 minutes

• Average Resolution Time: Responding is important, but resolution is everything. Customers judge support not just on how fast you reply, but on how quickly you fix their problem. We strive for less downtime, fewer disruptions, and more confidence in our partnership. We juggle lots of different types of tickets, so this one is actually very hard to hit. We may have a fix where the customer doesn’t get back to us for three days… that goes into the average… so in order to get same-day average resolution, we have to fix a lot of same-day tickets to average into the ones that take back-and-forth. 
  • Goal = less than 24 hours
  • Average in past 30 days: 25 hours 14 minutes 

Marketing: Creating the Right Conversations

Our marketing team is focused on generating meaningful conversations for our sales team with ICPs (Ideal Customer Profiles). We run a five agent call center, numerous partner-based outbound channels and a referral program with our core vendors. We are after: 

• Meetings Attended: Our core metric we are after is attended meetings. We want 20+ of these (net-new) with ICPs each month. A meeting attended means a prospect is serious enough to give us their time, and that gives us a real chance to start building a relationship that could turn into business.
  • Goal = 20+
  • Average in the past 30 days: 19 (looking good to hit it this month though!)

• Total Leads Delivered: We also care about how much total volume we produce when it comes to leads. These are mildly interested parties who have expressed some interest, and we can further share information, follow up and market to them on an ongoing basis. 
  • Goal = 100
  • Average in the past 30 days: 113

Sales: Proving the Engine Works

Support protects trust. Marketing creates opportunity. Sales is where it all comes together and where growth is ultimately measured.

• Sales Revenue: Revenue is the ultimate scoreboard. It reflects the combined effort of every department working together; support keeping customers loyal, marketing creating the right opportunities, and sales converting those opportunities into growth. It is the clearest signal of whether the business engine is working in sync.
  • Goal = $7,500 per month in net-new MRR
  • Average in past 30 days: $7,897

Why We Share This

These six KPIs are how we run TeleCloud day to day. They are not hidden on a dashboard for executives only. They are shared with our teams weekly so everyone knows what matters and how their work contributes to the bigger picture.

Being disciplined about measurement has helped us scale, and it will help us reach the next milestone. For us, KPIs are not about reporting. They are about accountability, alignment, and clarity.

We have found this clarity to help us scale and drive healthy growth in our business, while retaining our customers and keeping the team happy! We will likely continue to layer in more over time, but we have chosen to keep it super simple so far.