Every MSP has a customer journey, which begins when a person first contacts a company looking for IT business services and never really ends until that person is no longer a customer.
Throughout this customer journey, there are multiple interactions, such as estimates, invoices, payments, follow up emails, and of course, ongoing services that are being provided.
This journey from a customer’s point of view is termed the “customer experience” and it’s not only important that it’s a good one, it needs to be as time efficient as possible for an MSP business owner.
84% of companies that improve their customer experience increase revenue as a result.
It can be a tricky balance between providing a good customer experience and ensuring it’s time efficient. For example, if you give your cell number out to MSP clients to text if they have an issue, it creates a convenient customer experience for them, but how long does it take out of your day?
If your customer interaction or customer journey map isn’t streamlined, you could be limited in how many clients you can take on and manage effectively simply because of time constraints. This could lead to a high customer churn rate and can also negatively impact your profitability. So, wondering how to improve customer experience?
When you create an effective customer experience strategy and streamline processes by using marketing automation and other MSP tools in Syncro PSA & RMM platform, you can strike a balance between a great customer experience and the ability to do more because you’ve created a more efficient process.
Ways That Syncro Can Help You Handle More Customers Effectively in Less Time
Transition from Estimate to Invoice to Support Ticket Seamlessly
Because Syncro integrates RMM and PSA activities, you can reduce the amount of time you and your customer service team spend re-entering the same information into different systems.
Estimates can be converted to invoices at the click of a button, and once a payment is received, you can trigger the support ticket needed to onboard a new MSP customer or handle a repair project.
Sharing between your payment generation processes and your service and support processes saves you time on back-end administrative tasks. The control you have over process setup also makes it easier for you to delegate MSP tasks to others. These tactics can also help you learn how to improve customer retention.
Key Alerts Save You & Customers Support Time
If a potential network issue isn’t caught before a customer starts experiencing problems, it causes more time to be spent by both you and your client.
The customer has to stop what they’re doing to contact your business, and the fact that they ran into a problem has already caused them a problem. You then have to research to find out what’s going on and come up with a quick fix.
Do you want a happy customer? Syncro’s RMM has real-time system monitoring and allows you to set up customizable notification alerts for any key issues. This gives you a chance to get out ahead of a problem and handle it proactively, improving customer experience and reducing the time you spend dealing with an IT issue to improve customer satisfaction.
Automate Your Customer Communications
If you’re sending follow up and marketing emails manually, not only can you miss important sales opportunities, just finding who you need to send which email to can be time consuming.
Using Mailer in Syncro allows you to streamline this entire process by automating your customer communications. So, Syncro is remembering for you when to send an email out to a customer and knows which one to send.
Some things you can automate with PSA software to save time and improve overall customer experience include:
- Estimate or invoice reminders
- Thank you emails once a ticket is closed
- Marketing emails segmented to a specific product or buyer personas
- Follow up customer satisfaction survey or review requests
Make the Payment Process Painless
Going from invoice to payment can be a complicated process for you and your existing customers if you don’t have an integrated payment system set up. Customers might have to go through a process where a check is requisitioned and mailed and then you have to have someone catalog the check and go through a bank deposit process.
When you use the credit card processing option in Syncro, a customer can pay invoices at the click of a button online, saving them time and making things more convenient. You receive the payment instantly without all the administrative time, improving your overall ROI.
Keep Tickets Prioritized & Organized Easily
One of the most time-consuming processes for an MSP is managing customer tickets. If you don’t have a streamlined process, it can mean tickets are forgotten and customers end up getting upset.
Syncro’s ticketing system makes it easy to handle all your help desk tickets in a single place. You can prioritize them, escalate important tickets, and keep an open line of communication with your clients through the system, reducing the number of apps your team has to switch between during the day.
You can also perform invoicing and billing right from a ticket, without having to go to another application.
Save Time with Syncro MSP Platform Risk-Free Today!
Syncro offers you multiple RMM tools that can save time, streamline your business processes, and improve your customer experience.
Contact us today to schedule a free demo and 30-day free trial. Call 856-579-6276 or start your trial online.