In a rapidly changing marketplace, customer service should be top priority for any business, according to Answers IT managing director, Brendan Gibson.
And Autotask has been a key part of that conversation the managed services provider has had with its customers.
Gibson told ARN the three key areas of customer service – ensuring that customers are the priority, making sure the MSP is always of service, and having the right communications and relationships to support it.
“People want a really good level of customer service and if a business doesn’t keep that as its main focus, then things start to fall apart. There needs to be accountability, follow-up and systemisation in a good model. Autotask can help solve some of that with its dashboard features,” he said.
Autotask’s partnership with Answers IT started in 2010. The company went from being a customer of Autotask to now becoming one of the company’s alliance partners. The partnership was formalised when AnswersIT graduated from its Certified Consulting Partner (CCP) program.
“We also organise the user group for A/NZ, and we’re also on the product and customer advisory board for Autotask,” he added.
In the next few months, Answers IT will be looking to expand on that service delivery message to other customers in collaboration with Autotask.
“I like to add value by sharing with others how at Answers IT we utilise Autotask. It’s also about being engaged on where we can help others in a consulting arrangement where I go into their businesses, look at what they’re doing and provide advice and direction on how to use the Autotask product.”
According to Gibson, the recent Autotask Community Live! Event also provided the company with the opportunity to know what solutions Autotask might be working on in the future.
He said with technologies such as the Cloud and hosted VoIP becoming more current, it is vital for the business to make sure its managed service arrangements are keeping up with the changing technologies.
“It also facilitated discussions between Answers IT and other similar businesses because you face the same challenges. A lot of people haven’t innovated and AnswersIT provides a platform for them to learn from us what we did with Autotask,” he concluded.