Fast forward to 2019, and through a combination of organic growth and multiple acquisitions, we now have over 200 experts who service over 1000 clients spread across multiple locations.
Most of our business still comes through personal referrals, due to Steven's unwavering focus on our core mission which is to provide the expertise, accountability and personal responsiveness that are often lacking in the IT services industry.
We're not saying we're perfect - no MSP is. Sooner or later we'll have an end user who has an issue they're not happy about, a mistake is made or a problem is overlooked.
The question is, when your MSP makes a mistake, how do they handle it?
We've gone to great lengths to establish a culture of feedback, encouraging the team to own up to errors, document it so that others can learn from the experience, and most importantly, be totally transparent with the client.
We've also put in place key initiatives to keep us on a course of continual improvement, including addressing the 3 top pain points that clients care most about - Response, Accuracy and Care.
CEO Steven Freidkin on Response, Accuracy & Care
The number one thing that most clients care about is response time. Read how we’ve changed from the typical help desk model to a round the clock Service Desk staffed with fully trained technicians, not call agents.
We’ve invested heavily in automation tools that keep our client’s core systems up and running, finding and fixing issues before they become real problems. Read more on how automation helps provide our clients with a better experience.
No one is perfect, and just like any business, mistakes are made. Our focus is on building long term relationships with our clients – learn how we’ve put systems in place to ensure our team provides the level of care that’s critical for sustained growth.