Kelly Kuyper, Head of Technical Support
The role of IT Managed Services has
dynamically changed over the last several years.
Personalized, white glove and concierge
services are becoming an expectation of support from
customers. IT Managed Services is a commodity business. By adding
communication, visibility and a common understanding, the client
receives the concierge type of approach with the addition of
Adding proactive simple steps helps the customer notice that the
IT Managed Services team is paying attention. This goes all the way
to maintaining information regarding each client's employee and
their expectations; from computer setup, to smallest detail, such
as if they are left handed or right handed. This attention to
detail makes clients feel important and valued.
When bringing a new client on board, the first 3 months are
crucial to determining the success of the Managed Services
provider. Change is difficult for people; EVEN if it is a positive
change. People do not adhere to new things at the same time. This
staggered acceptance during the first 3 months should be monitored
closely, to be aware and stay ahead of potential issues.
All of this starts at the first meeting with the customer and
setting realistic expectations from the get go. There is no
sugar-coating the fact that taking on a Managed Services provider
is major change to a work environment. However, through effective
and transparent correspondence with the customer, the benefits can
be clearly illustrated and leveraged.
What I have learned over the years in the Managed Services
industry is that potential customers always remember preliminary
discussions and not so much as what is written out on the
For more information on IT Managed Services please contact
Kelly Kuyper at 713.351.5111