Companies in need an MSP Business must understand the many benefits of working together with the IT provider. Failure to cooperate can cause unnecessary stress and limit the potential of your business. On the other hand, a good working relationship is beneficial to both parties. Getting your end users to communicate their expectation is the first steps in creating a solid relationship. If your customers see any areas that need to be improved, it is important to encourage them to clarify their expectations. It is an excellent idea to set up a meeting to further discuss their plans and requirements. You will get a much clearer view of the day to day work environment of your customers and the best ways to service their business. Ultimately, setting up a meeting is a positive step for a long and fruitful relationship. Here are just a few more ways that your MSP business can benefit from a good relationship between you and the client:
Know Your Customer
Failure to understand the needs of your customer will only create confusion and disappointment. As you know, each business has unique requirements that need to be addressed. Encouraging end users to write a list of all their IT needs is an excellent way to get them organized and is very helpful to for your IT company. When your customers can distinguish the priorities of each need it will enable them to focus on the most important areas first and will give your managed services company clear direction. This list can be updated at any time and should be a regular point of contact between you and the customer.
Always Record Support Requests
When your clients keep a record of each support request it will give you a great idea of how their specific needs are being met by your MSP business. Over time, you will have a record of all the IT issues that were addressed and any other lingering problems. If you find that most of their issues are still unresolved, it may be time to begin looking for more professional PSA software like Autotask. On the other hand, a long list of resolved problems is a good indicator that you have chosen the right MSP tools for your company.
Another excellent way to have a good relationship with end users is to perform frequent reviews of the services provided. For example, do they receive help as soon as they contact your help desk? Have you been proactive against cybersecurity threats? Do you perform regular security updates? All these are critical questions that need to be reviewed every few months. You can also ask clients to get feedback from their employees and discover any hidden areas that may need IT improvements.
When your MSP Business has a good relationship with your clients it will allow you to deliver the technical support they need.