For many technology solution providers (TSPs), giving clients the best service offering possible is a key focus, and they have the best intentions for how to make that happen. They work hard, log long hours and yet they find themselves in a position to ask, “Where are the profits? What about customer loyalty? Why isn’t it happening?”To find the real answers, highly successful TSPs look in their database. Instead of making educated guesses they use data to help make fact-based decisions about what’s best for the business.
When it’s time to take a serious look at how data can impact a business, highly successful TSPs know they need to be organized and disciplined about making data checks part of everyday operations.
3 Core Habits Every TSP Should Adopt:
1. Centralize the data.
This is the key to everything. Pulling data from multiple systems and normalizing it is overwhelming and likely a deterrent. Yes, it can be done, but it’s not straightforward. If you can run CRM, time and expense, contracts and billing from a single system, things will be much easier.
2. Survey, survey, survey.
Autotask found that 85% of its IT Service Provider (ITSP) survey respondents ranked customer satisfaction a high priority, but only 10% measure it . Remember, don’t ask just your customers how you’re doing, include employees. For example, ask them to rank the Top 10 ways to increase productivity. Implementing survey feedback can be a surefire way to increase efficiency.
3. Identify the metrics that matter.
Profits trump customer satisfaction. But you can’t have one without the other. You need to measure both.
Highly successful TSPs turn data into smart data and then they use the data to make a positive impact on how they deliver services to clients and effectively run their businesses. Find out what else highly successful TSPs do to get ahead, download the ebook 7 Secrets of Highly Successful TSPs.
Don't forget to attend Autotask's session, 5 Tips to Improve IT Services Profitability, with Senior Vice President, Community & Business Development, Len DiCostanzo.
Stop by the Autotask booth at Navigate 2014!