Clients are the lifeblood of managed service providers, but supporting them properly can quickly become an expensive proposition, especially when support is provided via email.
It's a challenge well known to Sydney managed service provider eNerds. The company, a multiple CRN Fast50 honouree, built an internal system to reduce calls, increase engineer productivity, provide a better customer experience and to differentiate its services.
Such was its success, eNerds CEO Jamie Warner decided to commercialise the product in 2014, and in 2017 Invarosoft was launched as a SaaS business to sell this innovation globally.
The ITSupportPanel product was officially launched in Miami in September 2017 at Autotask Community Live, where Invarosoft was a silver sponsor.
ITSupportPanel from Invarosoft helps to ease this burden by providing a white-label solution that clients can use to log tickets, access portals, provide feedback, read news, broadcast notifications (ITNewsPanel) and access their applications (ITAppsPanel), based on an app model that does away with email altogether.
ITSupportPanel makes it easy for users to self-service their support queries, effectively replacing regular service channels with an app, and providing an easy-to-find and intuitive ‘IT’ button.
It provides ‘one pane of glass’ for the end user to access all of the services offered by an MSP or internal IT department.
The results to date have been strong, with users reporting phone support calls dropping by 50 percent, with a resultant gain in productivity for engineering teams. Customer experience also increases significantly, as end users have something visible that can be customized to their unique requirements.
This customisation makes ITSupportPanel adds a significant amount of value, leading to reduced client churn, more referrals and higher NPS and CSAT scores.
Today Invarosoft’s goal is to create the global standard for how people access IT support, with a vision to have more 100,000 customers and over 100 million people using the software in 10 years. The company has started by targeting the world’s 20,000 active MSPs, followed by internal IT departments of 250 staff or more.
Invarosoft is building up a strong network of partners, including organisations such as ASCII (the largest business community of MSPs with over 1300 members in the USA and Canada), with whom it has established a ‘group buy’ relationship, as well as with ConnectWise, AutoTask, Continuum and others.
Invarosoft is a finalist in the 'Evolving Innovator' category in the 2018 CRN Impact Awards. For a list of all finalists and further details on the awards, please head to the CRN Impact Awards hub. The awards take place during the CRN Pipeline conference. You can get more information and purchase tickets here.