Speakers: Jamie Warner, CEO
Will my clients actually use the Invarosoft App and Client Portal?
Jamie Warner: All right. It's a great question. So will your clients and end-users actually use the Invarosoft App and Client Portal? Well, the quick answer is yes. Yes, of course. They're going to use it. All you need to do is deploy it to all of the devices under management. Get your main contacts on board with the new approach that you're going to implement and tell them that you're going to be phasing out 'support@'. I know that's a big thing to say, Hey, I don't know if I should phase out support@. But remember your email tickets do not provide any overall value to you. They often have the wrong information. You can't use workflow rules to route the tickets to where they need to be. So there really is no massive benefit to email. With the App you're getting the full array of information, ticket type, screen capture, form data, device diagnostics, all this stuff, a stack of information in the ticket. So in terms of utilization, we have automated training bots that pop up using our push technology to ensure users know where it is. It's really solving the problem that is a behavioral problem by having the button accessible wherever they are, whether it be on the desktop, whether it be in Microsoft Teams or on their mobile, it's easy to access and therefore the utilization is really high and we know this because we do it in our own MSP and we see it across all of our partners. If you take support@ off the table, you will get 50 to 60% of your tickets through the system because it's easy to use and it's much better than email. Clients love it because they're used to an app experience and so you'll be delighted to see that this is the sort of thing that's going to change the game in terms of your productivity and the way that you deliver your customer experience.
