IT Services Company improves customer experience by tracking client feedback and providing incentives to employees.
Kraft Technology Group
Kraft Technology Group is an MSP delivering top-shelf computer services, IT security, and network support to businesses in and around Nashville, Tennessee. Kraft helps small and mid-size businesses operate more efficiently through the secure utilization of best-in-breed technology with the right IT support and management solutions.
MSPs have a unique position in the market right now. More people are working remotely, so a lot of businesses need the help of an MSP to provide technology support and services for remote work and other new technical demands. However, most MSPs don’t have the bandwidth to bring on these new customers, so they keep losing opportunities. The problem isn’t just about sales – it’s about operational maturity and efficiency.
For Kraft Technology Group, this has been a big obstacle to growth. Another challenge has been not getting the right people in the right seats. MSPs like Kraft need to have people on board who want to document business processes and help the business grow. This takes much more than just following a procedure or completing a task. Great employees do those things too, but they also update tasks, create new ones, and keep improving processes.
Kraft realized that what they really needed was a documentation culture, where the right metrics are being tracked, everyone is committed to documenting, and rewards systems keep employees engaged and customers satisfied. Once they discovered what was wrong and what they needed, they were able to take the right next steps to improve documentation.
One of the most important factors for Kraft, which helped them grow 25% to 45% over the last four years, was making sure they were always aligned with their mission and core company values, which center around helping small and mid-sized businesses securely optimize technology.
To get buying across the entire organization, employees have to understand this mission and be able to see where they fit into it. What is their contribution? When they can recognize this, they feel a greater sense of purpose in what they’re doing. This then boosts engagement, motivation, and satisfaction.
This line of analysis helps business leaders understand when someone just isn’t a right fit for the role. Kraft started focusing more on having the right people in the right seats by emphasizing their mission and prioritizing documentation.
Here are the top five documentation metrics for MSPs to track:
Then, MSPs need to incorporate the right methods to build a culture around these documentation metrics. Top systems to do this include:
With documentation, you bring your people into your mission. Everyone is aligned to the KPIs and follows them, and teams better understand which metrics are critical to the business and which improve service delivery. Rewarding employees for documenting encourages them to keep doing it.
All of this alignment leads to better customer service scores and greater satisfaction, which drives the future growth engine. By focusing on documenting key metrics, the whole company improves the way it delivers services.
There’s no better way to align teams around the metrics that matter than with contests — like Kraft’s service awards, where employees get Crewhu points when they hit a target. Gamify your metrics and see big results.
When project work gets a boost with all these moving parts, so does the business’s bottom line. Better processes lead to long-term success. Leaders are encouraged to rely on the carrot versus stick approach for motivation, where the carrot is a reward for compliance and the stick is a consequence for noncompliance. The better employees feel about their work, the more motivated they remain over time.
For Kraft, the results have been huge. They have maintained customer satisfaction scores (CSATs) at 99% since they started tracking them in Crewhu. When a project is closed, they have a survey attached to it to capture the data right away that can be directly related to an interaction and team member. This helps them reward the right people and offer support and training to those who need it.
Kraft was also able to grow by 45% year over year and double their revenue without adding additional staff, all from knowing the metrics that matter, including customer experience scores, certifications, engagement scores with documentation, and service awards.
Kraft quickly learned how interconnected all of these aspects are in their processes. Only by aligning everyone to the mission with documentation and metrics could they keep growing. Once they realized this, they started to see how important it is to bring in people who buy into the culture they’ve created, people who are going to fit with that culture and understand it. Documentation is a major part of creating that better culture throughout the business.
With the perfect mix of tracking the right metrics, like tickets completed, and keeping documentation updated consistently, people are more empowered in their roles. And empowered employees are the foundation of a successful business.