What does it take to take to deliver an outstanding customer experience? Len DiCostanzo, Autotask's senior vice president of community and business development, shared his thoughts on how managed service providers (MSPs) can enhance the customer experience during a keynote address at this week's AVG Technologies (AVG) Cloud Partner Summit in Phoenix.
Len DiCostanzo, Autotask's senior vice president of community and business development
Are you making the most of every customer interaction? If not, you could be missing out on opportunities to expand your business and extend its reach. That's according to Autotask Senior Vice President of Community and Business Development Len DiCostanzo who provided his insights during a keynote address at this week's AVG Technologies (AVG) Cloud Partner Summit in Phoenix.
DiCostanzo outlined several ways that managed service providers (MSPs) can enhance the customer experience with a smart IT approach to service delivery. Here are the details.
"You need to deliver a superior customer experience; otherwise, you might not have that client for a long time," DiCostanzo told summit attendees.
DiCostanzo provided five tips for MSPs to take a smart IT approach to service delivery:
1. Track your assets and contacts well
An MSP that monitors and understands all of its assets and contacts can deliver excellent customer service, DiCostanzo said.
MSPs can collect and leverage customer data, he noted, and follow technology trends to ensure that they are able to provide their customers with up-to-date services as well.
2. Manage customer expectations and deliver against them
What are your customers' expectations? DiCostanzo pointed out an MSP should continue to review its customer satisfaction levels and constantly search for ways to improve its customer experience.
"Be where your clients are. Treat them great, and they will refer people to you," he said.
3. Make sure you have the right tools and people in place
Every MSP should play to its strengths and deliver services that support its customers' needs, DiCostanzo said.
MSPs should be unafraid to outsource if necessary, DiCostanzo added, if it enables them to bolster their customer satisfaction levels.
"If you're not good [at] a [particular] solution, outsource it," he said.
4. Generate measurable results
Set customer service goals and find ways to accomplish them, DiCostanzo said.
An MSP that has the necessary customer service checks and balances in place, DiCostanzo said, can measure its customer satisfaction levels regularly and effectively support its customers.
5. Make fact-based decisions
Logic is key for MSPs, and DiCostanzo pointed out making fact-based decisions can help a service provider take its business to the next level.
"It's all about gaining the facts," he said. "If you have insight into the trends that matter, it’s really going to make a difference."