Channel pros who use several ConnectWise products may have noticed that the company often communicates with them at different times in different ways for each one. ConnectWise has noticed too, and is now striving for greater consistency.
“If you have communications out about a release for product A, it should be pretty consistent in how we’re communicating to you about product B, C, and D,” Willison notes. “Today it can be very disjointed or different, so we’ve been working towards unifying the experience for our partners.”
The company is making additional efforts to address the most frequently voiced requests at meetings of its partner advisory council. “They want a secure, stable, well-functioning product, they want their questions or challenges to us acknowledged quickly, and they want them resolved appropriately,” says Willison, who attends those meetings. “That is absolutely what is driving us.”
To ensure that good intentions produce concrete results, ConnectWise is training more attention on customer satisfaction measurements through ventures like a new Voice of the Partner program launched earlier this year and the extension of an existing Net Promoter Score program for ConnectWise products to Continuum’s products as well.
“We’re measuring customer satisfaction across more engagements or interactions than either company was doing before,” Willison notes.
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