We welcomed Erin Fitzpatrick, the Marketing Team Lead at GO2 Tech, to hear about their experience engaging with Crewhu.

About GO2 Tech

GO2 Tech has been serving small to medium-sized businesses since 2002. Originally focused on break-fix IT support, they evolved in 2014 to become a full-service managed IT provider to better support their clients' growing technology needs.

Today, they offer a comprehensive range of services, including managed IT and cybersecurity, network infrastructure, business communications, cloud solutions, and physical security. 

The Challenge

As a growing MSP with multiple teams, remote staff, and overseas operations, GO2 Tech struggled to keep every team member aligned.

Employee engagement and collaboration were inconsistent, and there wasn’t a structured way to recognize team members for their contributions. Non-client-facing employees especially lacked the visibility and acknowledgment they deserved, which contributed to turnover.

On the client side, the absence of a feedback process meant small issues could slip through the cracks and grow into bigger problems. Recurring concerns sometimes went unresolved, leading to client churn. 

At the same time, the lack of Google reviews made it harder for prospects to see the company’s value.

GO2 Tech needed a solution that could strengthen their online presence while improving client management and employee engagement.

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The Solution

Crewhu came highly recommended to GO2 Tech by another MSP in their network. "It stood out as the perfect fit to help us bridge those needs," Erin shared. "It gives us the tools to celebrate our people, capture meaningful client feedback, and showcase our culture and service excellence more effectively."

They made Crewhu implementation a top priority, dedicating the time and resources needed to get it right.

They developed Crewhu guidelines SOPs integrated into their policy review platform, ensuring everyone understood its purpose and impact.

Crewhu metrics became integrated into performance reviews, and the company introduced end-of-year awards recognizing the highest CSAT scores, the most badges received, and top contributors to Google reviews with added bonuses.

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The Results

GO2 Tech has seen transformative outcomes across client reviews and employee recognition since implementing Crewhu:

  • Google reviews increased from 18 to 130, more than a 600% increase. They now add over four new reviews per month and consistently hit a near 10% conversion rate from positive feedback to Google reviews.
  • Over 250 clients have submitted feedback, with more than 1,300 responses from over 400 individuals. Participation increased 12% from 2023 to 2024, with stronger growth projected for 2025.
  • Response and resolution time after negative interactions improved dramatically. What once took over a week now happens within two business days.
  • GO2 Tech can now track CSAT ratings in real time, monitor conversion rates from surveys to reviews, and identify trends through survey tags.
  • The platform helps identify employees with high CSAT scores and strong survey conversions, allowing the company to understand what these team members do right and replicate those best practices across the organization.

A Lasting Impact

"CrewHu has completely transformed how we interact with both clients and employees," Erin reflected. "It's becoming an integral part of how we measure success and foster engagement across our team."

CrewHu has reinforced a culture of recognition and engagement while keeping client satisfaction goals front and center. But most importantly, CrewHu bridged the gap between reputation management and employee engagement that GO2 Tech needed, celebrating their people while showcasing their service excellence to the market.