Improving MSP Service Delivery and Client Satisfaction
A managed services provider wanted to improve support quality, client satisfaction, and operational visibility without losing control of profitability. Technology Navigators helped the MSP redesign how support work moved from intake through resolution.
The challenge
The MSP’s support operation lacked a clear, consistent process. That created several related problems:
- Support issues were not processed and tracked to completion in a standard way.
- Staff did not have a shared understanding of which work was billable.
- Time spent on support issues was difficult to measure accurately.
- Managers lacked the visibility needed to coach staff and address recurring bottlenecks.
The solution
Technology Navigators assessed the existing support operation, identified the most important process gaps, and recommended a service-management overhaul. The new operating model gave the MSP a clearer way to route and track work, distinguish billable activity, measure staff performance, and identify service trends.
We also trained the team on the new process so the change could move from documentation into day-to-day service delivery.
Results and impact
Within a few months, the MSP reported:
- A 90% reduction in daily open tickets.
- A 33% improvement in ticket-resolution time.
- An increase in CSAT from 75% to more than 95%.
- An increase in billable tickets from 60% to 80% through better visibility and accountability.
