Customer support for a managed service provider can get complicated and expensive, whether it’s provisioned through phone, email or over web PSA portals.
Email can be especially challenging, which usually involves having to deal with hundreds or thousands of user emails, resulting in increased phone calls, double-handling of tickets and reduced productivity among engineers.
Sydney-based MSP eNerds found a way around that with a platform developed in-house to reduce phone calls, increase engineer productivity and improve services.
The product did well enough for the company to commercialise it in 2014, with chief executive Jamie Warner establishing Invarosoft in 2017 to take the solution global.
Dubbed ITSupportPanel, the platform is a white label desktop and mobile app that can be customisable to what a reseller needs. Features include logging tickets, custom forms, screen capture, push notifications and a command line.
The platform allows users to self-service support queries and replace conventional service channels with an app.
Invarosoft said customers saw a 50 percent decrease in phone support calls, and have attested that engineer productivity has also gone up. The platform’s customisability was also a draw for customers, improving their experience with something visible and tuned to their specific requirements.
The company aims to make the platform the global standard for how people access IT support, aiming to get more than 100,000 customers and more than 10 million people on the software within 10 years.
Some 20,000 MSPs are the first few customers Invarosoft wants to target, and will look to expand to IT departments for businesses with at least 500 staff.
Invarosoft is a finalist in the 'Emerging Innovator' category in the 2019 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.