By Sunny Kaila, IT By Design
When it comes to service delivery there is a lot that can go right or wrong. It is the quality of service delivery that ultimately impacts client retention rates and the average lifetime value of a customer. On the contrary, an ineffective service experience can send customers to your competitors.
So, how can we prevent this from happening? You create a culture of client satisfaction across your whole MSP operation and enhance service delivery. I had an interesting conversation with one of our partners, Rob LaFave, COO of ICS, about what MSPs can do to avoid common pitfalls, stand out in the cluttered space and carve out a niche for themselves—all while staying focused on that exceptional service delivery goal.
Set service delivery managers up for success
Interestingly, MSP leaders often believe it’s up to the support engineers on the frontlines to set the tone for service delivery. That’s a serious misconception. It’s your service delivery managers who are working behind the scenes, navigating operations, and delivering commands that really create the right service delivery atmosphere. It’s those team members who do the most to establish and foster a customer-first delivery environment.