Posts

Why Exceptional Customer Service is an MSP/Partner Differentiator?

By Adi Hirsh Schwartz – Customer Support Director


MSP Business Plan

MSP business planThe Managed Service Providers (MSP) market is expected to grow from $155.91 billion in 2017 to $296.38 by 2023, at a growth rate (CAGR) of 11.32%. Similar growth is exhibited by the Reseller Market. This potential for high returns is resulting in an uptick in entrants and an increasingly competitive business landscape. How can you differentiate your products or suite? With simply exceptional customer service, and build up your: MSP business plan.

Read on for pointers. This article is about:

Standing out in the MSP Market

MSPs offer multiple advantages such as low operating and capital expenditure, quality of service and best-in-class expertise. Thus, it’s no surprise that organizations are turning to MSPs in droves to facilitate and sustain digital transformation. MSPs enable companies to focus on nurturing their own core business and gives them peace of mind that their SaaS stack is being taken care of both proactively and reactively. However, the potential for high returns and rapid growth has resulted in increased competition and reseller/partner programs. MSPs have to differentiate themselves to survive and thrive. Offering a comprehensive suite of premier solutions helps greatly in building long-term sustainable customer relationships. Another oft-neglected differentiator is offering exceptional Customer Service.

How Customer Service can be a Differentiator?

SaaS Data Needs Protection, Start Free Trial Now!
Studies show that it costs five times more to attract a new customer than to keep an existing one. This cost will probably go up when applied to the competitive MSP/Partner market, where losing even a few major customers can be crippling to the business. Here are aspects of Customer Service that can help both with customer engagement and retention:

  • Understanding the Customer

MSPs and Partner resellers offer a range of products to a variety of clients. It is essential to understand what the customer expects from each of them, to avoid potential disappointments and unmet requirements. However, to be able to market the product effectively, it is equally, if not more important to understand the customer’s requirements, pain points, and core challenges. Build an engaging customer service both pre-sales and post-sales to benefit from valuable persona insight that can be used to inform product marketing and development of both your suite and the individual products. 

  • Keeping Communication Lines Open and Active

Exceptional customer service requires an effective communication framework that is multi-channel, intuitive and responsive. Keep the communication lines active – provide product updates, metrics of the ROI you bring, and regular reports of your KPIs. Encourage two-way communication with regular surveys, social media engagement, and feedback mechanisms.

  • Fast Issue Redressal to Combat Customer Loss 

To increase customer retention, their complaints and queries must be addressed rapidly before they become festering roadblocks. For that, there needs to be easy support options for the customers to share their grievances and ask their questions. As per ZenDesk customers overwhelmingly prefer multi-channel support options. These queries must then be followed through with actionable resolutions with a short response time.

How CloudAlly Can Help?

At CloudAlly we are driven by delighting our customers and partners. And this is not mere lip-service.  It starts with the development ethos of our SaaS backup solutions for Office 365, G Suite, Salesforce. We prioritize UI/UX with OOTB products that require minimal adoption effort.

We cultivate our customer engagement pre-sales and post-sales with 24x7x365 customer support where you can expect a practical solution to your query within 30 mins from a real person. We also understand the customer’s need for multi-channel support options via call, email, chat, or a ticket through our dedicated customer portal Customer support that is highly responsive, dedicated and spans the full sales lifecycle is a proven product differentiator.

Explore our accelerated Partners Program that offers exclusive partner discounts, commissions and added revenue. MSP business plan – Complete your MSP suite with a comprehensive SaaS backup solution with customer support that makes a difference that will matter to you and to your customers.

SaaS Data Loss: Your Online Data Isn’t Safe.

SaaS Data Loss – The Possibility Exists

Your organization might have important data stored in the cloud. From important statistics to data required for daily needs, your organization might rely heavily on the cloud for its day-to-day work. However, what if this data stored in the cloud is lost? Getting a cloud provider for storing your applications and data might just not be enough. Having a cloud provider for your application and service does not mean that you are protected from ALL types of data loss and actually you are much more vulnerable than you were when you worked on-premise. SaaS Data Loss is an issue for most organisations.


What this article is about:


Possible reasons for data loss in cloud

Here is a look at some of the possible reasons for data loss in cloud.

1. The data center of your Cloud system won’t always retrieve your data

Spiceworks study reported that over 45 percent of respondents had reported data loss in their organization. Fourteen percent of those respondents said that they were unable to retrieve the valuable information they had lost. This is a common misconception. The data center of your SaaS provider won’t always retrieve your data.

2. Viruses

You don’t need a virus running rampant on your PC. While an antivirus program is a necessity and might help you ward off threats, your cloud data can still be taken for a ride if there is a malicious virus that manages to thrive on your system.

3. Phishing

A recent invention, phishing enables hackers to access your system and cloud data. If you click on a fraudulent link (that actually looks reliable), your data might be compromised and easily available to hackers. An ideal example is the Gmail Phishing Scam.

4. User error

User error is also one of the biggest reasons for data loss. Reportedly, Google has never lost any app data.If you are using the cloud; you need to be careful that the data has synced. Users makes mistakes, unitentionally, or even on purpose – mistakes which can be noticed only later, a lot later after it can be fixed.

5. Third-party applications

You might be using Google everywhere, but do remember that the apps you use in Google may have bugs. Protection from data loss is not guaranteed when using a third-party application to store data. Data loss is more likely to occur when there is syncing between a number of devices at the same time.

Statistics about Cloud-to-Cloud Data Loss

  • The Symantec 2013 report titled “Avoiding the Hidden Costs of the Cloud” states that nearly 66 percent of organizations experience recovery failure. Thirty-seven percent of SMBs had experienced data loss from the cloud.
  • The Aberdeen Group’s report “SaaS Data Loss: The Problem You Didn’t Know You Had” also stated that nearly 32 percent of companies surveyed had experienced data loss in the cloud. That’s not all. The Boston Computing Network’s Data Loss Statistics gives a frightening statistic: Sixty percent of the companies that experienced data loss shut down within six months.

Companies Using Cloud-to-Cloud Backup

More than 37 percent of organizations in the U.S back up virtual, physical, and cloud-based servers, a report states. The American Enterprise Bank is one such organization to use cloud-to-cloud backup. The bank was earlier using tape-based backup but saw that it fell short when it came to providing security and being on time. Replacing their old, inefficient system with a good cloud-to-cloud backup infrastructure seemed the right way to go. Thomas, Kayden, Horstemeyer & Risley, LLP is a law firm that has gone the same way. It has also replaced its old,tape-based backup systems with the new backup and recovery solutions. As an intellectual property law firm, data is an asset for them and something they cannot bear to lose.

Conclusion

If you are an organization solely relying on SalesforceOffice 365 and Google Apps to save all your data, be aware. First, there are many ways to lose data. In addition, within a big organization, you have tons of users and team members handling cloud accounts. Thus, the probability of a mistake happening is not that low. You need to have a secure cloud-to-cloud backup system that stores all the organizational information for you to access and retrieve anytime, anywhere.

SaaS providers as Office 365 and Google Apps, store your deleted data for only 30-90 days and do not protect you from any malicious attacks. You will not be able to get any data after that  period, and these are not ideal backup solutions that you can rely on.

Similarly, Salesforce doesn’t offer automatic backup options, and if you are a Salesforce admin,you would know that the data backup process is not satisfactory. You can request a weekly export of data to backup for a certain fee, but that’s weekly and much can happen in a week’s time for an organization. Moreover, some users can enter the data in the same field, which can result in conflict and incorrect data.

To avoid such hassles, you need fully automated daily cloud to cloud backups like CloudAlly to protect your online data. Having a cloud-to-cloud backup ensures that your cloud data is backed up on SaaS/PaaS clouds or your own data center. It stores data in an encrypted form, and only authorized personnel can access it. That’s 100% SAFE. Start to backup your cloud account with a Free 14 day trial.


Now that you know more about the possibilities of Saas data loss, you might want to have a look at what we created for you…

L11-Second-Star-Technologies-Case-Study-squared

Australia Amazon Data Center

CloudAlly News – Australia Amazon Data Center, ISO Certification & Unlimited Storage

We are happy to announce that in addition to the Amazon U.S and E.U. data centers, you can now select the Amazon Australian datacenter for CloudAlly archive storage. This ensures that your data is in the appropriate physical location to address data privacy regulation.
You can contact support@cloudally.com to request a specific data center.

Amazon Data Center – ISO 27001 Certification

We’re also pleased to announce that we have achieved ISO 27001 certification, an internationally recognized accreditation for information security management. This certification recognizes CloudAlly’s ongoing commitment to secure cloud backup services by strict adherence to industry standard best practices. To achieve ISO 27001 certification, companies must strictly adhere to a number of disciplines including compliance, risk management, business continuity and security. This includes the design and implementation of extensive security controls and ongoing management of the process to maintain continued compliance. Read more