As the technology support industry matures, providers are requiring greater efficiency and flexibility out of their billing. The contracts and billing process has become the conduit that allows you to clarify the relationship expectations between you and your customer, while ensuring that the promised services are being billed accurately. Success of the business is dependent on clearly defining, auditing, and reporting on the services you agree upon.
Knowing what you can deliver to your customer and communicating the fulfillment of these expectations will build a loyal and trustworthy reputation, resulting in a long-term, profitable relationship.
To ensure your business gets to that point, we’ve developed five best practices concepts you need to consider for your billing process. (more…)
Ready to check out the rest of the top 7 Steps to Catch a Prospect’s Eye with Your Website? Lets jump back in with #4.
If you missed the first part of this blog, you can find tips #1-3 here.
4. Create an Enticing Call-To-Action
A strong call-to-action (CTA) provides a specific direction for your visitors, a way to measure your site’s success and a direct path to lead generation. (more…)
A website is your front door to the world. It can reach out and invite leads in or send prospect packing. With the number of sites fast approaching the one billion mark, you have to work harder than ever to stand out in the virtual crowd. Here are seven steps to get you started. (more…)
It’s a given. Digital marketing strategies are essential to today’s business success. But the associated three-letter-jargon could lead to ISC (I’m So Confused).
Sure, all the acronyms being bandied about can seem a bit much. But no need to raise the white flag. Here are a few tips to make ABCs of those digital marketing mysteries.
PPC (pay-per-click) marketing—sometimes referred to as CPC (cost per click)—is the process of gaining traffic by purchasing ads on search engines. While there are several search engines to choose from, Google is a good place to start. (more…)
Welcome back! By virtue of the fact that you’re reading this, we’re guessing you’ve followed the advice in our No Marketing = Slow Growth blog, and you’re now overwhelmed by the sheer number of leads you’ve accrued.
Admittedly, that’s a fantastical scenario. However, regardless of whether you’ve got 10 leads or 10,000, the same qualifying and follow-up rules apply. To recap, lead generation is vital because it drives sales growth. Without good leads, you’ll struggle to push the needle. There are a number of marketing activities you can do to garner leads—email, social media, blog posts, direct mail, search engine optimization (SEO), Pay Per Click (PPC), and much more. By effectively communicating through these channels, you’ll build a database of leads.
Hooray, you’ve got leads! Now what? (more…)
Today’s consumers have greater influence and more control over a retailer’s success than ever before. They know what they want. They want it now. And they’ve come to expect that little something extra to engage them in the process. In an interview with 60 Minutes, Jeff Bezos, CEO of Amazon, talked about facing the fierce competition. “I would define Amazon by our big ideas, which are customer centricity, putting the customer as the center of everything we do.”
Modern Retailers realize they must create an unparalleled experience for their customers. But how do small or mid-sized retailers compete when Amazon is already putting R & D dollars behind Amazon Prime Air, a drone that could drop-ship purchases to you within 30 minutes? (more…)
Your services rock, your techs are awesome, and your customers like you. But, your client base isn’t growing at the rate that you’d like. Yes, you have loyal customers and avid supporters, referring you to their friends at every opportunity, but your network is limited. Referrals make great leads, but by complementing them with marketing campaigns, you’ll quickly see a significant improvement in your growth rate.
Ask yourself: Have I tapped out my existing network? Don’t hide your sweet skills in a cave; go get the word out, and extend your network of possibilities! (more…)
Is your team running in random directions? Duplicating work? Spending more time figuring out what to work on next rather than actually racking up billable hours? If so, you might have Lack-of-a-Dispatcher-itis, it’s a serious condition that plagues many technology service providers; but fortunately, we’ve identified the cure.
After years of controlled testing on techs in their natural environments, we’ve made a shocking discovery: Techs are allergic to scheduling. This flabbergasting find led us to a brainstorming session. After ruling out electrotherapy, waterboarding, and rabid raccoons, we realized the solution was much simpler: Hire someone who actually enjoys scheduling, and offload it from the engineers.
We know it’s a little edgy, and believe us, we were initially reticent to implement something so controversial, but we felt it was the only viable course of action. With much trepidation, we opened a rec for a dispatcher, and interviewed a plethora of peppy, highly organized, outgoing people.
In the end, we found someone who actually enjoyed scheduling. The techs immediately billed more hours, and their job satisfaction levels increased.
You, too, can increase tech satisfaction, and stay booked up, busy, and billable by following these simple steps: (more…)
To provide excellent service, your help desk must be a well-oiled machine. Everyone should have his or her marching orders, because without assigned tasks and order, you risk having multiple techs work on the same task, or some tasks sitting dormant until a customer complains.
Your help desk is your first line of customer support, so they must be agile and ready to handle any technical issues the client throws their way. Without an efficient help desk, you’ll not only be drowning in tickets, but your customer service levels will suffer. So how do you take charge of your help desk and get your service delivery up to the standards your client demands? (more…)
Do you feel like you’re treading water in an ocean of service requests? Having a full service board can be a double edged sword. On one hand, it gives you an opportunity to maximize your employee utilization, but on the other hand, you could seriously damage your customer service levels if you don’t properly manage all the service requests.
So if you’re drowning in tickets, how do you ensure you manage everything correctly? (more…)