ConnectWise Exec: Documenting Process, Tracking Customer Experience Vital To Growing Business

"You can take that information and build a task list in your ticketing solution so that, when you on-board the next guy, they know how you fix that machine," Williams said.

And from a technology standpoint, Williams said MSPs must look into at what point in the process customers are engaging with tools like the company website and text messages to the customer's mobile phone. And, as always, Williams said MSPs should ascertain whether the customer has had a positive or negative experience with that technology. 

To track all of these interactions, Williams said MSPs should procure a customer satisfaction tool either from ConnectWise or a third party that integrates into the vendor's professional services automation interface.

The tool should automatically generate an email inquiry once a ticket is complete and allow the customer to rate each component of the experience and indicate whether the MSP was providing enough information each step of the way, Williams said.

Compunet Infotech is a ConnectWise use, but doesn't currently track the experience of its customers, according to Nick Nouri, president of the North Vancouver, British Columbia-based MSP.

Nouri feels Compunet Infotech would benefit from a systematic way of getting feedback from customers about their experience with a particular call or ticket. As a result, Nouri said he wants to look more into procuring a customer satisfaction tool. 

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