How documentation can save your technology business

| By: Craig Fulton

Aah, business documentation. The plain, dry toast of the technology topic list. You don’t want to read about it. You don’t want to talk about it. You don’t even want to think about it.

And that’s exactly why you might be overlooking one of the most important parts of running your business. How you keep track of your interactions and relationship with your clients can be the difference between average customer service and true excellence.

Here are some tips to make your business documentation stronger:

Relationship troubles

Whether a client is with you for a few weeks or several years, they’ll end up having a lot of touch points on your team. Calling in to resolve an issue might put them in touch with Joe, while emailing a quick question could get a response from Sarah. The more people a client comes into contact with, the more likely they’ll have a different experience every time they work with you.

When that happens, clients are less satisfied overall, which could mean losing them to a competitor. So how do you solve the problem, especially when you don’t have the resources to hire new staff?


Detailed business documentation is the key to consistently exceptional service, because it provides a clear trail leading you to the information you need to do your job well. When you develop a unified process for documenting everything from client conversations to configurations, you’ll work faster and your clients will be happier with the service they’re receiving.

Think about the last time you had to call a help desk or customer service rep. Did you spend a lot of time listening to bad music while the rep tried to find your information? Or did you get easy customer service from someone who clearly knew the details of your account? Did you hang up feeling great, or spend an hour shaking off the frustration?

It’s no different for your clients. They want to know that you know them, you understand them, and you can solve their problems quickly. When your system allows you immediate access to your clients’ information and history, your clients will feel confident in your technicians’ ability to solve the problem.

All in one

Having a centralized place where all of your client records are stored is the answer here. With the CRM in ConnectWise Manage®, lightning-fast access to client data makes every employee an instant customer service expert.