The need for managed services is growing. In fact, 64 percent of end-user organizations are currently using a managed services provider (MSP) for at least one operational function, according to the report, Trends in Managed Services.* However, finding the right managed services partner has its challenges.

Companies typically focus on budget and industry expertise when evaluating prospective vendors. What they often overlook is the importance of company culture, a vendor attribute that should actually be at the top of the list, according to the article “How your Managed Services Provider’s company culture affects your business.”

When vendors are out in the field providing services on behalf of your company, their poor performance and behavior adversely affects your company brand. What happens if they miss showing up for appointments or show up late? What happens if their technicians don’t have the technical expertise to resolve issues quickly?

If a vendor does not meet your service level expectations, it places your business at risk of losing a customer. Such was the case for a global manufacturer that sells men’s and women’s apparel to major retailers including Macy’s, Lord & Taylor, JCPenney, and Kohl’s. In the U.S. market, they outsource to a managed services provider to monitor the point-of-sale (POS) systems, manage any issues impacting the POS environment, and coordinate any needed repairs and replacements.

As part of the Service Agreement, the manufacturer tasked the managed services provider with providing repair service to hundreds of retail locations across the U.S. Two areas of concern were revealed in an audit of the provider’s performance: service delivery inconsistencies and technicians without the required technical expertise. Consequently, the lack of consistency and poor service delivery were negatively affecting the relationship between the manufacturer and its retail partners.

In addition, some technicians weren’t properly uniformed and exhibited conduct that was not professional when they visited retailers to make repairs. Concerned that the situation could escalate and cause irreparable damage, the manufacturer sought a new managed services provider.

When looking for a new managed services provider, the manufacturer made service delivery and company culture a top priority. In addition, Key Services had already proved itself for the past two years in a different capacity--providing break/fix repair at the manufacturer’s North Carolina-based distribution center.

To address the manufacturer’s primary concerns around service delivery, Key Services developed a managed services program that focused on customer service training for technicians. Key Services also provides a customer portal for incident reporting and tracking, and 24/7/365 Level 2 Monitoring and Repair. The Key Services team manages all maintenance events and facilitates the repairs and/or replacements of inoperable devices through its highly-trained, seasoned technicians. To ensure that it meets the manufacturer’s criteria regarding commitment and performance, Key Services completes regular quality reviews.

Consistent, high-quality service is the result of a company culture match. Because top customer service and expertise are important to Key Services, their Managed Services program ensures the same consistency of service and compliance for the manufacturer’s customers. Results of the program show an increase in the overall speed in which repairs are managed.  The program has prevented the expense of hiring and training technicians, eliminated the expense of storing and maintaining equipment, and decreased system downtime; preventing the risk of lost revenue. Most importantly, the manufacturer’s clients receive the best service.

• Provides a single point of contact to simplify administration
• Provides 24/7/365 monitoring with customer portal and help desk
• Decreases system downtime and risk of lost revenue
• Reduces field service labor costs
• Prevents the expense of hiring and training repair technicians
• Provides an exemplary customer service experience

Choose a vendor that can do the job right, the first time, and will always protect your reputation. Call Key Services at 336-768-4400. 

*Source: CompTIA, a non-profit association for the information technology industry