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Guest Blogger

By Ali Peracha, Vice President and Founder, ITBoost, a ConnectWise company

Customer experience (CX) is the new battleground for managed service providers (MSPs) that want to get ahead, and stay ahead, in today’s increasingly crowded marketplace. As more and more organisations move to the cloud and fast-track digital transformation across the enterprise, demand for a variety of MSP services is on a steep upward trajectory. Indeed, the sector’s projected 11.27% CAGR revenue growth for the next five years is tempting a lot of new competitors to the market.

The increased complexity of customer environments, combined with the growing competitive outlook in the market, means that delivering against customer expectations has become a top commercial priority. Today’s customers increasingly want the MSPs they partner with to go beyond simply measuring annual CSAT (customer satisfaction) metrics and net promoter scores (NPS) to proactively add value to their businesses. In other words, to become trusted advisors to the business.

For MSPs the race is on to re-evaluate every aspect of their service delivery to optimise each and every customer interface. That means monitoring the performance of the entire customer IT environment and implementing automation tools that drive down service delivery costs and deliver the insights needed to improve CX. And that’s where IT documentation software comes into play.

Information is power

Knowledge, as the saying goes, is power. Providing global visibility of multiple applications, managed endpoints, users and network configuration, IT documentation software makes it easy to filter all this data automatically and quickly to gain insights on everything from billing and budgets to user satisfaction. Today’s IT documentation software platforms utilise automation to collect critical data sets from all corners of the network and every area of the operation.

For MSPs, acquiring the ability to provide this kind of robust and timely reporting to clients enables more informed data-driven decisions on technology and business operations. IT documentation software empowers MSPs and IT departments to easily demonstrate their joint partnership value to the business, whether that is evaluating issue response times, or pinpointing those issues that generate the highest volume of support tickets and recommending approaches or solutions to address these problems.

MSPs can also use IT documentation software platforms to leverage value-add actionable information that opens the door to highly meaningful customer conversations. For example, utilising in-built business risk tools, MSPs could demonstrate the cost impact a data corruption occurrence could pose to an organisation in terms of productivity and profit. By leveraging this powerful global inventory of departmental data and technology independencies, MSPs will be able to strengthen the sense of security they can provide to clients and end users.

Working smarter, not harder

With customers depending on you having complete visibility of their systems, today’s IT documentation systems make it easier to flag and resolve issues early and discover new ways to be smarter about technology use.

That includes identifying where and how customers can stop wasting precious financial resources on goods and services that are not being utilised or are superfluous. For example, the bulk purchasing of software licensing is often undertaken without first determining which users will need a specific application. Implementing an IT documentation solution that can pool data from across the network to identify which users access specific utilities can generate significant immediate savings on their licensing costs.

With organisations now obliged to use management and satisfaction software that enables them to deliver against their ISO 9001 quality measurement obligations, MSPs can deploy IT documentation software to poll data and deliver insights into sales, billing and finances, operations, and projects to help organisations maintain a compliant status.

Boosting organisational capabilities for enhanced responsiveness

Keeping track of devices across the enterprise and its network is a challenging task. Utilising IT documentation software in conjunction with a remote monitoring and management (RMM) tool makes it easy for MSPs to create a detailed inventory of all connected devices and stay on top of issues like security, software patching and updates as well as hardware lifecycle management.

Similarly, support representatives will be able to securely access an up-to-date snapshot of every customer’s unique environment, drilling down into details such as current patch and update levels, equipment, and application inventories. This includes having the ability to automatically create detailed diagrams of network configurations, eliminating any reliance on out of date ‘sketched’ out versions.

The ability to generate a central repository of all this information not only enables support teams to resolve issues and restore functionality faster and the delivery of comprehensive and error-free activity on a client’s network. It also makes it possible to seamlessly transition services for accounts between multiple support teams.

Levering capabilities to maximise CX and performance

With customer satisfaction at the forefront of MSPs minds, deploying IT documentation software enables MSPs to bolster value for their clients, streamline service delivery processes, and enable the operational efficiencies that are key to bolstering long term profitability. With the pressure on to demonstrate expertise in IT management support, leveraging data to deliver a successful CX depends on intelligent automation and optimisation. It also enables MSPs to capture real-time feedback from customers and evaluate real-time performance against SLA for every client that is managed.

Ali Peracha is Vice President of Product, ITBoost, and a seasoned entrepreneur with more than 19 years of experience in the IT/MSP space. Ali joined ConnectWise in 2019 following its acquisition of ITBoost, the company he founded and led as CEO. Prior to ITBoost, Ali served as COO, CFO, and CEO of TheHelpDesk, and as a senior solutions engineer for TeamLogicIT. He was recognised as an MSPmentor Top 501 MSP in 2015 by Channel Futures.

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