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Network Infrastructure Magazine | Monday, May 29, 2023
Since networking and connectivity have become fundamental pillars of business, network services have become increasingly customer-centric
FREMONT, CA: More than a connection is needed for managed service providers. Business clients need a perfect experience from quotation and onboarding to deployment, delivery, and ongoing support. They need to know that their connection solution will be resilient, adaptive, and scalable to their specific growth objectives, whether they are a multinational firm with offices all over the globe or a team of digital natives embracing remote working.
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There is more to connectivity than just being a feature. Previously, connectivity allowed users to communicate and collaborate by transferring data from one location to another. As global business evolves, however, connectivity plays a critical role, and the quality of connectivity, along with its infrastructure, can affect every aspect of the company, from productivity to security.
Retaining customers: When businesses are unsatisfied with the service they receive, 95 percent will switch to managed service providers, while just 5 percent will transfer purely on price. This indicates that corporate consumers are significantly more concerned with quality than price when it comes to the "product" they purchase. They may even be prepared to pay extra to a firm recognized for exceptional customer service. Companies want to ensure they are getting their money's worth and receiving the best possible service. This is why they are likelier to switch to a managed service provider that provides superior customer service, even if it means paying more. In contrast, a recent survey found that just 38 percent of solution providers measured customer happiness as a key performance indicator (KPI), while 70 percent tracked their return on investment. As customer expectations rise, this mentality of prioritizing profit will likely change.
Streamlining quality: Network services have gotten more customer-centric over time. This is because networking and connection have become critical business pillars, with some companies forming in the cloud. Connectivity is no longer a binary concept; quality gradations may be influenced by how traffic is handled and redirected. If a user's connectivity solution needs to be correctly configured and optimized, they may have a significantly different experience than a user in another nation. This applies to data access and cloud-based software-as-a-service (SaaS) applications.
Customers want visibility and control over their networks differently than previous generations. They must proactively resolve problems and fix issues before departments ever consider raising a support ticket. They shouldn't have to send an email or call to obtain a service update; instead, they can access a dashboard and check the health of their networks in real time. Connectivity is essential to businesses globally, and companies want their networks to be continually analyzed, managed, and upgraded based on their active workload and staff dispersion. Modern service providers recognize this and will give this level of control and insight to their corporate clients while continuing to maintain and manage their whole network infrastructure.
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