Develop Your MSP Sales Team Using Lessons from Customer Service

MSP salesFor any company to thrive, all the different departments of the company must work together to meet and exceed the customer’s needs. If any one part of the company—be it marketing, sales, customer service, or product and service delivery—drops the ball, this leaves the customer unhappy and can even result in a loss of sales. Your MSP sales team has an important role in bringing in those new customers and that new business, but if they do not have good customer services skills, you could be losing out on a lot of opportunities.

Customer Service as the Key to Unlocking Your Sales Potential

Although your customer service and sales team may function separately, there is plenty of overlap. For your MSP sales team to have maximum effect, they need to understand how to provide good customer service. In the rush to push IT services to potential clients, the need for understanding and being client-centered may be clouded out. Here are two important reasons customer service must be part and parcel of your sales team guidelines:

  • Solving the customer’s problem must be the goal – In other words, your target clients care more about what your IT products and services can do for them than about how great they are. Consider how customer service reps handle client calls. They listen to the client and take the time to understand the issue. They provide solutions that match the problem. In the same way, your sales team must push solutions and be able to communicate how your services can address the client’s current business challenges.
  • It builds a good relationship with the customer – Clients want more than a well-packaged product or service. They want to partner with a company that understands them and is dedicated to delivering quality services to them for the long-haul. The more effort your sales team puts into relating to clients as people and building those relationships, the greater the chances of increasing your long-term client base. When you go above and beyond what is expected to make your clients happy, they stay loyal and serve as your ambassadors out there in the marketplace.

Customer Service and Business Success

It is very clear that delivering great customer service can help your company stand out and provide a great overall customer experience. Good customer service must be part of every customer-facing division of your company. Even those who do not deal directly with customers must put the customer first. You can invest in customer service training or even give your other team members time to interact or work alongside the customer service team. This is a winning strategy to improve your MSP sales and your business as a whole.

Scott Anderton

Mr. Anderton is the managing partner of an IT Support & Managed IT Services provider based in Orlando, ION247. ION247 is also one of the best IT Companies in Orlando that focuses on providing state-of-the-art and the surrounding area. Prior to starting ION247, Mr. Anderton held the position of Vice President for NTT Data Inc. the 6th Largest Information Technology (IT) service provider in the world with operations in 35 countries and over $16B in revenues. Mr. Anderton managed relationships and client engagements in Financial Services, Healthcare and Public Sector verticals in the Southeast US. Prior to NTT Data, Mr Anderton was a Vice President for the Revere Group. The Revere Group is a business management and information technology consulting company with headquarters in Chicago, Illinois. In this position, Scott partnered with client CxOs, primarily in the Southeast market, to maximize investments in technology. Mr. Anderton has more than 25 years of business and Managed IT Services experience in Orlando. He has led multiple IT Strategy engagements and served as an interim CIO for several NTT Data and Revere Group clients. The first 10 years of his career were with Fortune 500 companies AT&T and Sprint. His positions included Manager of many like Advanced Network Services and Director of Systems Engineering. Prior to his role with the Revere Group, Mr. Anderton was President and founder of Technology Management Solutions (TMSI), a technology management consulting firm providing outsourced information technology services in the small and medium business markets. TMSI was acquired by the Revere Group in 2006, when Mr. Anderton joined as a principal. In addition to his technical background, Mr. Anderton has expertise in strategic planning, mergers and acquisitions, business process design, IT due diligence, and IT Organizational Change Management, and Transition Services Agreement execution. Mr. Anderton received a Bachelor of Science in Electrical Engineering with a specialization in Computer Information Systems from the University of Florida in 1990. He also has completed the Executive Management program at the Crummer Graduate School of Business, Rollins College. He resides in Orlando Florida with his wife Lisa and 3 children. You can click here to visit the website.