Digital transformation is upon us, but many IT organizations just don’t have the resources to deliver new services to drive this transformation. So they’re turning to managed service providers to fill the gap. However, not all MSPs are the same.
What’s important, and what defines an MSP that is a true partner? Recent IDG study identifies the one factor critical to your MSP choice: customer experience. So said 60% of respondents, who consider it the most important attribute. The number two attribute: the ability to customize solutions at 19%.
Three elements of the customer experience are typically provided by the best MSPs: execution, visibility, and control.
MSPs are critical to your success. They must become a true partner, not just another vendor, MSPs that truly understand the customer’s needs and desired outcomes. 66% of survey respondents rate this as critical. To meet this requirement, MSPs commit to the onboarding process and know how to turn the customer’s expectation into a complete solution.
Partnering with Masergy assures an exceptional customer experience. That’s how they’ve earned a 99% customer retention rate, and the 2017 Net Promoter
Score exercise is now 74, up from 70 last year.
To learn more about choosing an MSP, visit masergy.com.