Measuring Customer and Employee Satisfaction Has Never Been Easier for MSPs

Measuring Customer and Employee Satisfaction Has Never Been Easier for MSPs

By Arti Loftus

Until recently, designing, implementing, managing, and evolving satisfaction levels, including CSAT (Customer Satisfaction) and NPS (Net Promoter Scores), has been a daunting and expensive proposition. To get it done, with consultants, system integrators, software licenses and integrations with existing ERP systems have typically driven up the cost to where it’s often unaffordable for most businesses.

An organization could easily spend hundreds of thousands of dollars, and a number of internal resources, to put platforms in place, and still with no guarantee of success.

In the Contact Center BPO space, building CSAT and CX solutions for their customers can run into the millions and tens of millions and take months if not years to roll out, and often these implementations become dated, in terms of available technology, by the time they go live.

Crewhu, a popular customer feedback, gamification, and employee recognition platform built for managed service providers (MSPs), changed the approach, the economics, and the game, especially for MSPs seeking to improve performance, keep customers happy, and grow their organizations.

“The No. 1 reason customer satisfaction programs fail is execution,” said Stephen Spiegel, CEO of Crewhu, whose team conducts thousands of onboarding and account review calls annually. “The value we bring to our customers is a platform that is easy to implement, that integrates with the tools our customers already use, and a proven process that gets results.”

Spiegel founded the company in 2013 because he needed a streamlined way to not only collect customer feedback, but also recognize and reward his crew for small wins that happen daily, but that often get overlooked by management. Spiegel believes, by celebrating the small wins daily, organizations will deliver a high level of service consistently and differentiate themselves,  increase productivity and grow their business. 

This month, Pax8  announced a global agreement with Crewhu to offer MSPs an automated way to collect customer feedback and recognize and reward their teams with a platform custom-built for MSPs that integrates with PSA tools in the partner ecosystem, streamlining processes and enabling operational efficiencies.

“MSPs are searching for ways to measure CSAT for their help desks and sales teams so their businesses can grow and thrive,” said Ryan Walsh, Chief Operating Officer at Pax8. “Crewhu is the first vendor in our cloud marketplace that offers solutions to measure customer and employee satisfaction, equipping MSPs with powerful metrics to improve their business operations and stay ahead of their competition.”

Key features MSPs can expect from the Crewhu platform include one-click surveys, proven email templates, automated reports and dashboards, reputation management capabilities to easily collect online reviews, and fun gamification features that keep teams connected and motivated.

“We are excited to partner with Pax8 because of the value and scale they provide to the channel ecosystem,” Spiegel said. “With our understanding of customer satisfaction and employee engagement and their market reach, we can make a big difference in business operations and outlooks. With Pax8, we can increase our reach and help even more MSPs grow their businesses in this highly competitive and uncertain market.”

Pax8 continues to post record growth results and has cloud-enabled more than 400,000 enterprises through its channel partners and processes one million monthly transactions. Pax8 has ranked in the Inc. 5000 for five years in a row, and founder and CEO John Street was recently named Colorado’s CEO of the year by ColoradoBiz.

Arti Loftus is an experienced Information Technology specialist with a demonstrated history of working in the research, writing, and editing industry with many published articles under her belt.

Edited by Erik Linask
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