ConnectWise’s recent announcement underscores the importance of continually evolving to meet customer needs. With the introduction of new leadership and an enhanced focus on customer experience, there are valuable lessons for Managed Service Providers (MSPs) to consider. Here are eight key measures MSPs can learn from ConnectWise’s commitment to enhanced customer experience.
1. Prioritize Leadership with Relevant Expertise
ConnectWise’s appointment of Aziz Benmalek as Chief Business Officer highlights the value of experienced leadership. MSPs should consider bringing in leaders with proven track records in relevant fields to drive growth and innovation. This ensures that the organization stays ahead of industry trends and meets customer demands effectively.
2. Align Sales and Support for Seamless Service
ConnectWise’s initiative to align its sales and support organizations into account-based services is a crucial step towards providing holistic customer support. MSPs should adopt similar strategies to ensure that clients receive consistent and comprehensive service, from initial sales interactions through to ongoing support.
3. Focus on Continuous Improvement
The commitment to regular product and innovation releases, as well as security updates, demonstrates ConnectWise’s dedication to continuous improvement. MSPs should prioritize regular updates and improvements to their services to stay relevant and provide the best possible solutions to their clients.
4. Implement a Dedicated Customer Experience Team
Creating a Customer Experience organization, as ConnectWise has done under the leadership of Alan Komet, ensures that customer satisfaction is a central focus. MSPs should consider forming dedicated teams to manage customer engagement, retention strategies, and lifecycle support to foster strong, long-term relationships.
5. Proactive Communication and Transparency
ConnectWise emphasizes effective and timely communication, including security notifications and support resolution updates. MSPs should adopt a proactive communication strategy to keep clients informed and engaged, building trust and transparency in all interactions.
6. Host Regular Client Engagement Events
The partner town hall meetings planned by ConnectWise are an excellent way to address client concerns and provide updates. MSPs should regularly host webinars, town halls, or Q&A sessions to engage with clients, address their questions, and keep them informed about new developments.
7. Emphasize Error Acknowledgment and Resolution
ConnectWise’s focus on acknowledging and rectifying errors is critical for maintaining client trust. MSPs should ensure that any issues are promptly acknowledged and resolved, with clear communication throughout the process to demonstrate accountability and commitment to client satisfaction.
8. Leverage Technology for Enhanced Support
The integration of technology to streamline processes and improve response times is a cornerstone of ConnectWise’s strategy. MSPs should leverage the latest technology, including automation and AI-driven tools, to enhance their support services and provide quick, efficient resolutions to client issues.
