All Great IT Managed Services Companies Have In Common
Posted by Jake Kent
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Dec 9, 2014 7:30:00 AM
Communication
Let’s face it. No one wants to be the one to tell a client that there’s been no progress on their service ticket. As difficult as it can be to send a non-update, it’s almost always better to reach out to the client rather than waiting until they reach out to you. Good news or bad, it’s imperative that your client receives frequent updates on their service tickets.
We all know that ticket status updates are important to our clients, but good communication is also what sets the truly great managed services providers apart from the rest. Here’s why.
As a service provider, your company’s communication policy could be even more important than meeting your SLAs. Besides keeping the client happy, good communication via service ticket notes and statuses is imperative in a service desk environment.
Cover Your Bases: Communicating through ticket status and updates protects your organization by creating a documented history of the ticket resolution process.
Create A History: Opening a ticket for every service engagement creates a complete service history for each client, making it easier to resolve their future issues.
Current Knowledge Base: Thorough internal ticket communication creates a knowledge base that your technical resources can use to find solutions to similar problems.
Control Perception: If you’re delivering frequent ticket updates to your clients, your customer satisfaction ratings will likely be higher than if you just communicate a “Complete” status at the end. Even if they are receiving bad news, customers tend to be more satisfied if they feel informed. Your IT managed services team may resolve tickets quickly and efficiently, but if you aren’t updating your clients regularly it could distort perceptions and lower your company’s customer satisfaction ratings. For their sake and for yours, don’t leave your clients in the dark!
Tell us how communication has proved important in your own business by leaving a comment below.
Click here to download a JCMR Technology’s Sample Document: Service Desk Process:
Sample Service Desk Process
About the Author
Jake Kent
Jake Kent is an Entrepreneur and Business Owner who specializes in Information Technology. Jake has founded eight companies in the IT Consulting and Delivery, Investment Real Estate, and Community Banking industries. Jake brings vision, leadership and a strong work ethic to the CEO role. He leads by example, possessing remarkable skills, experience and expertise across business strategy, operations, financial management and sales and marketing. Read More…