“Existing in its highly elastic demand environment, an MSP needs all the customer-focused ammunition it can bring into play. Where Service Providers have often gone wrong here is in assuming that they can deliver customer satisfaction using a mishmash of internal tools and applications, rather than a dedicated service management platform. It’s kind of like attempting to service a fleet of company cars using a stack of DIY manuals, rather than simply taking them to a garage that understands every aspect of those vehicles. Which model would lead to a happier set of company car drivers?…”
