Client Overview
A mid-sized Managed Services Provider (MSP) seeking to streamline operations, enhance internal collaboration, and improve client satisfaction.
Challenge
The MSP faced several operational challenges, including a lack of mapped processes, unclear next steps for employees, and low client satisfaction due to delayed ticket responses. Additionally, internal and client communication was inconsistent, and multiple disconnected systems required extensive manual work.
Solution
We led a comprehensive Organizational transformation to address these issues:
- Integrated existing systems, automating workflows, and implemented a client-facing portal for real-time ticket monitoring and communication.
- Mapped current processes, developed a streamlined future-state plan, and collaborated with management to implement these improvements.
- Introduced daily team stand-ups to strengthen communication and ensure alignment across departments.
Results
- Successfully completed three systems integration projects with a 90% adoption rate
- Designed and implemented a reconciliation process that captured 5% lost revenue during the pilot phase
- Launched the ConnectWise Client Portal, enhancing transparency for 12 clients
- Improved communication and problem resolution by 50% by implementing stand-ups in two departments
- Reduced labor costs by 2% through automated project plans for repeatable tasks
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