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For most businesses, client satisfaction and retention is the driving force behind our actions. Whether it’s a quick service call or a large multi-phase project, we do everything in our power to ensure we go above and beyond for our clients. And as our industry evolves, so do our clients ’needs and expectations. As a service provider, this leads to some questions.
Why do we continue to scale and bring on additional headcounts to meet these needs? Do we support additional technology or services to keep our clients engaged and happy?
There is little doubt that most, if not all, IT service providers in the commercial and resimercial environment have faced or will face these challenges. As technology continues to grow, experts at Rahi see supporting AV and IT more than ever. Our clients want to work with companies that can support all of their infrastructure.
The challenges of scale and expansion have been at the forefront of the AV integration industry from the beginning. We are constantly asked to think outside the box and provide solutions to the most complex problems.
Historically, we have found that regardless of the size of the company, these challenges remain. In fact, small to mid-sized companies are presenting the most innovative and powerful solutions to overcome these challenges.
When we get out of this global pandemic, we find the AV industry flourishing again.
Hybrid Work Trend Continues to Impact Customers’ Needs
The hybrid work environment changes how companies approach space planning and technology needs. Businesses now need occupancy counting solutions and services. Read also : Colocation Managed Services: Pros and Cons for Providers. Collaboration spaces need to be re -evaluated and redesigned with regard to social distance and occupancy boundaries.
The demand for unique solutions during the transition period, such as this, can determine the success of your company. If you can deliver products in a fast time, unexpected demand, you can significantly increase your client retention. If you can’t adapt to your client’s business challenges and provide an easy solution, your client will find someone who can solve the problem.
Managed services are one of these solutions that can be used to adapt to this constantly changing environment. However, it is a service that not many IT and AV solution provider companies offer.
Now, adding managed services to your application has become easier and more cost-effective than ever. By leveraging a network of partners, businesses have a wider range of resources and technology to provide truly tailored solutions to clients without redefining their own business models.
Most businesses are under the impression that they offer services that are managed only for larger IT solution companies. They don’t know if they have the ability and human capital to support a strong program. This is where most companies are falling short.
Managed services are the most effective way to drive client satisfaction and meet long -term retention goals. When you only engage with your clients on a per-project basis, you are losing opportunities for growth.
You have to wait until the next project to continue business with that client. However, if you are already engaged in a support contract with a client, you and your team become the standard and first contact that they make when they face a new business challenge, solve a problem, or create a new idea.
These relationships organically give businesses a “leg up” on competition when new projects are initiated and provide a stable source of income.
A few years ago, smaller companies were reluctant to introduce managed services into their offerings. For the most part, the upfront costs in technology and headcount, paired with little-to-no contracts in place, made the decision risky. They come across many daunting questions.
How do we handle system monitoring? How do we handle break / fix deployment out of our market? How do we hire employees who are installed right in the middle of the country?
Now, adding managed services to your application has become easier and more cost-effective than ever. By leveraging a network of partners, businesses have a wider range of resources and technology to provide truly tailored solutions to clients without redefining their own business models. When businesses receive more contacts, they can start pulling some of those services on earth and organically improve their practice without risking a heavy initial investment.
Steps to expand and develop your business can be daunting. However, by reducing your risk and utilizing the resources and tools available to your business, you can develop a service offering that is managed and becomes more valuable to your customer base.
Brandon Sorensen is EVP of Sales, US West, Rahi Systems, which is a global provider and systems integrator of complete IT solutions and services in California and a member of USAV.
A version of this article first appeared on Commercial Integrator brother publication’s web site.
