Quickly delivering high-quality services to customers is the main goal of every service provider. When Hawk Ridge Systems realized their current managed service provider was providing less than world-class services and response times, they knew they had to make a change. Implementing a different MSP would help them not only achieve these standards, but exceed them. Hawk Ridge Systems is a leading service provider offering technologies, software solutions, training, and support. Their main focuses are selling Dassault licenses, offering comprehensive SolidWorks PDM consulting, and selling 3D printing technologies. As they are consumer-based, MSP issues like this can make or break customer trust, resulting in lost revenue.
Challenge
Hawk Ridge Systems’ was dealing not only with infrastructure issues, but unhappy customers. These customers were frustrated that issues weren’t being resolved promptly. This was due to the managed service provider Hawk Ridge was employing at the time. While this MSP was in charge of monitoring their servers and troubleshooting issues, it was not as proactive as it needed to be. Miscommunications between IT teams ultimately resulted in unhappy customers.
Issues resolved 8x faster
Increased customer satisfaction by 80%
Saved 4 hours per week in communication time
Solution
To resolve this issue, Hawk Ridge Systems reached out to SPK in the hope of better infrastructure support. Our team took over their existing Azure cloud environment and helped develop and strengthen the processes between Hawk Ridge and ourselves. We changed the way both teams handled issues including how they were escalated and ultimately resolved. This corrected the communication issues they were experiencing before, resulting in a much quicker resolution.
In addition to this, SPK helped strengthen the documentation around these processes. Specifically, we came up with a standardized way to share information about customer environments as well as secret information like passwords without compromising security. We leveraged Microsoft Teams and Sharepoint to achieve this. Furthermore, we improved their FinOps processes to ensure customers are billed accurately and on time. This also helped sort out any customer questions regarding invoices or charges.
Results
Before calling on SPK for help, Hawk Ridge was dealing with multiple vendors who struggled to communicate. Working with SPK streamlined vendors, as we are a one-stop shop for our consulting and Azure services. This saved their team 4 hours per week due to this new way of communicating. Additionally, our experts helped resolve issues in 1-2 days whereas before it could take up to 2-3 weeks. Lastly, customer complaints due to issues lessened from 5 a week to just 1. Overall, SPK saved Hawk Ridge time, made their workflows more efficient and secure, and increased customer satisfaction.
“SPK’s experts were able to implement the systems and resolution workflows our customers deserve. Not only are our issues lessened, but they provided a great revenue stream through Azure and their services.”
Get a no-obligation initial assessment
Whether you’re trying to solve technical problems, implement new technology tools and strategies, or improve efficiency, SPK and Associates can be a key part of your strategy. We can provide a free, no-obligation initial assessment on almost any technology or engineering situation. Contact us today at (888) 310-4540 or info@spkaa.com.
