If you only hear from your managed services provider when there’s an issue, that’s an issue. If you don’t have a dedicated account manager and no regular communication protocols underway, it’s time to think about changing it up.
Regular communication and two-way engagement can uncover cost savings, business efficiencies and make sure you get the service you’re paying for. Unexpected invoices, thinly-veiled extra charges or bill shock should just never happen.
And yes, this type of relationship is possible. As a customer success manager, Justine Sau comments this is key to your business success:
“Regular communication and catchups on business progression and the services you need is invaluable. That’s why we look at trends in service delivery, report on system performance and much more.
Any trends we’re seeing are raised quickly, well ahead of it becoming critical or urgent. Doing this as soon as possible allows us to put a clear risk mitigation and resolution strategy in play, allowing our customers to plan ahead and inform users of any impact.”
Justine Sau, Customer Success Manager