How does a Managed Service Provider (MSP) create a successful services desk? As a leading nationwide solutions integrator and MSP, clients, industry publications, and other MSPs often look to Wachter for advice and solutions.
How to Create the Best Managed IT Service
It takes a balance of SOPs and protocols, along with flexibility and client advocacy, to build an effective MSP services desk. Mike Hurd, director of technology services at Wachter, recently shared his recommendations in an interview with Channel Partner Insight.
The first step, Hurd says, is “really understanding the [client’s] need and making sure you’re staffed appropriately to handle that need.” This customer-centric approach is the hallmark of Wachter’s business.
In the MSP space, this means enabling customer engagement managers to serve as an advocate for their clients, “while also empowering that engagement manager to be able to make the changes that are necessary to serve the client in the best way,” says Hurd.
To learn more about Wachter’s expertise and other industry-leading MSP practices, read the full article at Channel Partner Insight.