Spending 60 minutes on tickets you should be closing in 20 hurts you and your customers alike.
“Not only have you created an hour of cost for yourself, you’ve created an hour of cost for them,” Day notes.
Top performing MSPs, however, deliver a consistently great customer experience by resolving issues promptly with the help of well-defined processes and well-designed tools.
“This is where I believe MSPs have a very long way to go,” Day says.
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