CEX
Achieving 400% ROI with Exclaimer
Achieving 400% ROI and 100% customer satisfaction is no easy task. Ian Groves, Managing Director, and Josh Upton, Service Desk Manager, at Shropshire based MSP Start Tech explains how this was achieved.
that took up valuable time and resources. Josh Upton, Start Tech’s Service Desk Manager at Start Tech, explained: “Managing email signatures for our clients was a real hassle before we teamed up with Exclaimer. We had a tough time getting them right and keeping them updated, especially when customers wanted to change something like a banner. This inefficiency messed with our support metrics, like the mean time to resolution. Even though the tasks themselves weren’t technically challenging, they ate up a lot of time and threw off our performance stats.” Ian Groves, Managing Director at Start Tech, agreed: “Our customers expect more from us than just answering the phone and fixing problems. They want us to handle everything, make decisions on the best tools to use, and manage their IT setup without needing their input. So, we need the best solutions in our tech stack to cover all their needs. And with our support team under a lot of pressure to complete what should be a simple task, my first thought was that we needed a solution to automate this.” Exclaimer: The perfect fit Start Tech is very selective about the solutions they offer to their customers and they perform a rigorous process to assess which third-party service providers offer the most value to our portfolio while
Start Tech was looking for a fresh way to enhance its operational efficiency and improve our client experience. By bundling Exclaimer’s email signature management platform with any Microsoft 365 deployments, Start Tech achieved significant improvements in workflow efficiency, client engagement and strategic upselling.
Expansion challenges With over 20 years of experience,
Ian Groves Managing Director
StartTech is known for their commitment to customer support in IT and telecoms. They distinguish themselves by providing top tier Managed IT Support and Business Telephone Systems to customers across the country. They were looking for an effective way to tackle the challenge of managing their clients’ email signatures. As their customer base expanded, manually handling these signatures became more time-consuming. Too many challenges arose such as inconsistent image sizes and having to update signatures on multiple machines. Tackling repetitive workloads As an MSP, Start Tech handles multiple client accounts, each with their own unique branding and signature requirements. Manually updating these signatures for every new employee or change in branding became a tedious task
start-tech.co.uk
Our customers expect more from us than just answering
the phone and fixing problems.
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