A Tip for All MSPs: Focus on Your Customer Service for Increased Success February 20, 2020 Jeff Bradbury Managed Services false At the recent IT Expo event in Fort Lauderdale, the Hughes team participated in sessions focused on Managed Service Providers, or MSPs. What we heard in these sessions was the importance of a "customer-centric" approach to providing these services. WANsform Your Enterprise Before you can transform customer experience, you must WANsform your enterprise. Learn how Hughes Managed SD-WAN is enabling digital transformation and achieving real results. MPLS vs. SD-WAN Why SD-WAN? WiFi Analytics: Insight Every Step of the Way Digital Signage Solutions: Engagement Starts Here SD-WAN Appliance: 4860 is SD-WAN transformation in a box At Hughes we are proud to report that more than 100 customers around the world have been with Hughes for more than 10 years and many have been with us for more than 20 years. This speaks to our ability to build the collaboration and maintain a focus on what is important to the customer. You can read about some of these customers in our case studies on our website. To further demonstrate our focus on customers, as an MSP we have begun a video series titled, “Whatever IT Takes” where we have outlined how Hughes goes the extra mile for our customers’ success. In these video profiles, we capture the story of a customer who had a real challenge requiring the Hughes team to step up and create a unique solution for the customer’s specific needs. In one example, a pipeline customer needed connectivity to a remote location where other services were failing them, creating dangerous conditions on the site and forcing site shutdowns. Drawing on expertise from within the Hughes engineering team, the Program Director assembled a solution to provide the needed, reliable connectivity. The entire solution from concept to test sites only took a couple of weeks; after it passed the tests, it was deployed to several dozen more sites. This is one benefit of having a Managed Network Service Provider working for you. Hughes provided not just a solution, but ensured it could be implemented across all areas that required connectivity. Another story comes from Puerto Rico where a big box retailer had all three of their stores shut down as a result of Hurricane Maria. With infrastructure down, and no available solutions on the island, the retailer turned to their MSP, Hughes. The Hughes team figured out a way to design and deliver self-contained networking kits and have them on a plane with an installation engineer in only four days. With the US team working 24x7 and the on-site engineer traversing the island via four-wheel-drive vehicle, the first two sites were up and running in 24 hours and the third – and more remote site – was up and functioning in only 72 hours. These stores were often the only functioning outlets in their communities. They were able to provide much needed food, water and medicine during the critical time of need. These are just two examples of how we view the role as an MSP to be much more than just a technology provider. Technical aptitude mixed with the real commitment to customer success is what sets Hughes apart and it is why global brands and local business are turning to Hughes to provide Managed Network Services for their locations. About the Author Jeff Bradbury works across markets to help distributed organizations identify trends that are driving digital transformation and adopt technologies critical to connecting their customers, employees, and locations. Follow Jeff Bradbury on LinkedIn and Twitter @TechXformation. Categories See All SD-WAN (54) Networking (26) Retail Technology (20) EMV (11) Managed Security (11) Managed Services (8) SASE (8) Conference (7) Edge Computing (6) Digital Media (5) WiFi Analytics (4) SCS (1) Popular Blogs Hughes Scores Highest: Why the Gartner Critical Capabilities Study is So InformativeFeb 16, 2021 Retail’s COVID-19 Technology ChallengesFeb 19, 2021 The Outdoor EMV C-store Cybersecurity Gap Feb 22, 2021 The Technology Problem in FranchisingFeb 22, 2021 Rebuilding Trust between Franchisors and FranchiseesFeb 25, 2021 Related Posts See All Hughes Employees Who’ve Shaped an Industry April 12, 2021 Hughes Scores Highest: Why the Gartner Critical Capabilities Study is So Informative Jeff Bradbury February 16, 2021 A Half Century Connecting the World January 26, 2021 Success in a Hyper-Connected World Requires Global Connectivity Jeff Bradbury December 10, 2020 SASE Enters Distributive Healthcare Landscape Rohit Tripathi November 20, 2020 ENJOY THIS POST? Provide your email below to receive a monthly round-up of what’s happening in the world of connectivity! First Name Last Name Email Company Campaign ID CAPTCHA This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.