There are quite a diversity of communication needs your MSP company should be cognizant of. Realistically, IT is all about communication; whether that communication is “active” or “static”. An information resource “statically” communicates something. So for your MSP, figuring out what communications you have, which ones you need, and how best to manage them is fundamental to overall success.
Three Primary Communications Channels
Any organization is going to have three particular communications channels. That includes MSPs. What differentiates such channels is which ones are most prominent, and what such prominence entails. For example, personnel communication for MSPs may involve an outsourced agency that is located overseas. Altogether, the three communications areas to consider include:
1. Management Communications
Management needs to be able to quickly communicate in a safe way where only those who need to hear what’s being said can. That includes yourself. Sometimes you’ve got something important, you give yourself a note in your smartphone’s calendar, but you forget to turn on the alarm and never get the message.
The fallout of missing such an important note could be the loss of a customer. You need to know how to communicate to yourself, and managers between departments need to have this sort of thing figured out as well.
2. Personnel Communications
Your MSP company personnel may be in very different regions of professional egress. Your marketing team will have different core directives than those who handle customer service, and those who are working on either hardware or software technicalities across operations will have their own proclivities as well. Establish ways personnel in your business can touch base with one another effectively.
3. Customer Communications
Some customers are prospective, some are new, and some are long-term. How you communicate with such customers is going to differ based on where they are in their conversion cycle. You’re trying to “woo” a prospective customer, “nourish” a new customer, and keep a long-term customer “well-fed”, as it were.
The more integral your relationship with a customer, the easier it should be for them to dial you up in the middle of the night to fix some strange, unexpected issue. On the other side of that coin, though, you want to be careful not to neglect some customers for those who always seem to have an issue. Prospects and existing customers should be “graded” in some way, and in that way, you know how to communicate with them accordingly.
Establishing Efficient Communications Across Your Operational Surface Area
Your MSP company should be very careful to establish and manage communications channels proactively based on data indicating the best moves. Management, personnel, and customer communications channels will represent the primary categories from which communications needs tend to be rooted. Consultation through marketing and management agencies specializing in technology solutions can help you apply known communications best practices if you find yourself in a position where you know what you need but you’re not quite sure how to get there.