A Managed Services Provider was looking to improve their support process and increase client satisfaction

Challenge:

A Managed Services Provider was facing some challenges in delivering high-quality service to their customers, while managing their resources and profitability. Some of their key issues were:

• No clear process or standard for how support issues are processed and tracked to completion.
• Confusion on which support items are billable.
• Inability to accurately track staff time spent on support issues.
• No staff accountability.

They approached Technology Navigators for a solution that would help them improve their service delivery, customer satisfaction, and operational efficiency.

Solution:

• Conduct a thorough assessment of the current situation to identify key areas of need.
• Recommended an overhaul of the service management process that would enable staff to work more effectively and efficiently.
• The new process would allow accurate measurements of performane of the staff to further identify areas of need and spot trends.
• Provided training to staff to ensure a smooth transition to the new process.

Outcome:

The results were impressive and immediate. Within a few months, our client was able to achieve the following outcomes:

• A significant reduction in open tickets of 90%.
• Ticket resolution time improved by 33%
• An increase in customer satisfaction score (CSAT) from 75% to over 95%, reflecting the improved quality and consistency of service.
• An uptick in billable tickets, from 60% to 80%, due to the improved visibility and accountability of their engineers and their work.
• A better ability to evaluate and adjust their staff according to their performance and workload, leading to higher productivity and lower turnover.

Our client was delighted with the results and the value we delivered. They were able to transform their service delivery, increase their customer loyalty and retention, and grow their revenue and profitability. They also gained a competitive edge in the market, as they were able to offer more reliable and responsive service to their customers.

We are proud of the success we achieved with our client, and we look forward to helping more MSPs achieve their goals and overcome their challenges. If you are an MSP looking for a partner that can help you improve your service quality and efficiency, contact us today and let us show you what we can do for you.