Over the last decade, the most fundamental change to business has been the removal of friction between different stakeholders in a process. Whether we are talking about secure, contactless payments, finding accommodation, or knowing when your lift home is arriving, technology has completely changed our expectations and engagement levels.
Within any managed service provider (MSP) you will most certainly find points of friction. These
may manifest as bottlenecks in business processes, cause irritation within your team, slow invoicing and payments, or reduce the overall customer experience.
Some common signs of friction are processes where multiple clicks are needed in a system when it seems one would work or the inability to seamlessly and accurately move information between departments such as sales, technicians, finance, or project managers.
It may be a user interface that is confusing and doesn’t let the user get through their task easily.
For a customer, it could be something like being referred from one person to another in order to gather