Do you feel supported by your MSP?
The last 18 months have seen major changes in the IT support landscape, not only throughout the local South Yorkshire region, but also throughout the UK. Many smaller MSP’s (managed service providers) have been bought out by larger providers, or providers who have historically specialised in other industries and are looking to both expand their portfolio and client base.
As a result, we are hearing from more and more businesses that they have become increasingly unhappy with their old (or current) provider, have seen increased lead times for tickets, experienced poor customer service, quality dropping, and feel less cared for by the new owners of their current provider. As a result, they are looking to find a trusted partner to support their business.
Our Commitment
You will find that at TwentyFour IT Services, the whole team are committed to providing best in class support to each and every one of our business clients, something that is reflected in our Customer Satisfaction (CSAT) scores, which we list publicly on our website. Please check the bottom of this page as well as comments we receive from customers who provide those scores, which we also share across our social media channels.
Did you know that in the SaaS (Software as a Service) and IT Support industries, a “Good” Average Customer Satisfaction score is considered to be between 75% & 85% (Source: Fullview), and the average score in our industry is 78%. Meaning that 22% of most MSP customers are unhappy with the service that they receive!
An excellent Customer Satisfaction Score in our industry is considered 90% or higher (Source: Retently), but we feel that even 10% of our customers being unhappy with the service they receive is too high. Just imagine if we had 10% of 1,000 tickets reply with negative feedback, that is simply not good enough. We work hard to deliver the individualised service to suit each partner’s business, and we are proud to say that between January & September 2024, our average CSAT score was 98.3%. At the time of drafting this article, it has been sitting at 99.3% over the last 90 days! We are incredibly proud of the brilliant team we have here at TwentyFour IT Services and their commitment to providing best-in-class support to every one of our partners across the UK and around the world.
This same commitment has also led to TwentyFour IT Services being selected as one of the finalists for the 'Customer Service of the Year Award' at the 2024 Doncaster Business Awards (which will be held on December 12th).
Our Support
Support is more than just reacting to problems when they occur, it is a holistic approach to helping your business achieve its goals. We are committed to understanding our partners businesses, how you operate, where you would like to improve, and what your business goals are over the next 6 months to 5 years, therefore helping your business to put the solutions and processes in place to achieve those goals. This approach to customer partnership is more than just a simple “one and done” approach, our account managers conduct regular (to suit) meetings with each of our customers, helping to understand what is going well, what can be improved, how their future plans are evolving, and how we can support them to achieve those goals.
What is important is that all our partners feel cared for, and our customers know that at any time they can pick up the phone to speak to their account manager to speak about any of their service or business-related queries. This has led to our NPS (Net Promoter Score), an industry standard to measure loyalty of customers to a company, being 95% throughout 2024 and our total customer attrition over the past three years being only 3%, compared to the industry standard of between 7%-10% year on year.
Beyond this, our support team proactively conduct infrastructure audits and carries out patch management, and our Cyber Security Operations Centre (CSOC) can proactively look for security weaknesses in your business and hunt out potential threats, blocking them from ever manifesting into something that could harm your business. This is all done in the background, designed to keep your business running smoothly around the clock.
Our Promise
“We are not, and have no plans to be, up for sale!” (Mike Smith, Director). Not only this, but we are growing, expanding our client portfolio and user base (increasing by 25% in 2024), carefully developing our team to ensure that each team member has the common mindset to contribute towards our continued business success (despite adding 12 new team members in the last year), and more.
We have made a promise to each of our customers to provide them with the support that they need to succeed and to support customers to grow.
For example, one customer who joined us in 2020 with approximately 1,200 employees has now grown to over 3,300 in the space of four years.
We work closely alongside them as they have grown as a company, developing a deep understanding of how they work, implementing solutions to scale with their business and more. But we have also worked with them with due diligence, providing intelligence around their acquisition opportunities in line with their growth goals. This holistic approach to business support meant that when their contract renewed in 2024, they re-signed with us for a further three years, attesting to the exceptional service that they have received from our team since joining the TwentyFour IT family.
What sets us apart from other providers?
These three key pillars have led to our success and growth as a business in recent years. Where other local MSP’s have been acquired and customers have experienced longer ticket wait times and a drop in service levels as a result, we are focusing on creating an onboarding process that is as smooth as possible, providing industry leading support, and creating an environment that is aimed at mutual growth and success. But it does not stop there; we want to provide value-added services to our customers to make the support process easier. We want to make it easy for you to get quick and seamless support, whether you prefer to call our helpdesk, email us, click on our desktop support icon, or message Neo Support Bot (powered by advanced AI and automation solutions) for instant replies and 24/7 automated Line Zero support.
All of this has led to industry leading levels of customer response. Whereas the IT Support/MSP industry standard resolution times see 48%-60% of tickets resolved within the first hour of being raised, in 2024 99.45% of tickets raised with TwentyFour IT Services were resolved within the first hour, and 80% of tickets were resolved on the first response from our support engineers.
If you would like to find out more about our support services, please feel free to fill out the form below or pick up the phone to speak with us. Additionally, if you are looking to switch your IT Support, Services & Cyber Security to TwentyFour in 2024, you can get three months of FREE IT support! But make sure to enquire now, before it is too late.