When your MSP works with Print Partner, collaboration is a key pillar of our relationship.
When you refer your clients to Print Partner, we collaborate with your team to provide a cohesive service structure in which your support team and ours can effectively tag-team any equipment issues that arise.
But sometimes, the occasional triage of support tickets isn’t enough. Many MSPs we’ve talked to want to take our collaboration a step further, with some electing to fully integrate their support processes with ours.
So, what exactly does support team integration look like? We’d like to clarify this for you and explain exactly how we can effectively join forces to tackle even your most challenging accounts.
In this article, we’ll break down exactly how our support team at our parent company, Green Office Partner, can integrate our support processes with yours.
Collaboration During the Onboarding Process
In order to set your client and your MSP up for success, it is critical that your team collaborates with us during onboarding.
To integrate our support processes with yours, it is absolutely critical that your MSP attends all onboarding calls involving Print Partner and the prospect.
During these calls, we outline the main points of our service agreement and clarify who is part of the support chain and the escalation contacts. This could include folks from the customer, your support desk, an account manager, an internal help desk person, and so on. We will collect the appropriate names, emails, and phone numbers we need while aligning with your team on when we should call whom.
Once we are all in agreement, we can create clear and concise workflows that cater to the client's needs, while making support more manageable for both our team and yours.
If your team is not present for these calls, we are left guessing when we should collaborate with you and on what (which is never good).
To ensure only the highest quality support, block off the time and attend the initial calls that will set the tone for our working relationship with each other and the new client.
The Integration Process
Now that we’ve established when we integrate, let’s talk more about how we can integrate.
Option 1: Email Automation
The simplest and most common option we offer to our MSP partners is email automation. This means that when we open tickets for any customers your MSP brought our way, our support team can automatically email your MSP with the details of our ticket.
While this may not fall under the technical definition of “system integration,” this is our way of integrating your support team's processes with our own.
We can implement email notification rules based on the company or even specific company contacts. We’ve found that this is an effective way for MSPs to keep a close eye on certain contacts - you know the ones.
We’re talking about the users who will start brandishing their pitchforks if you don’t call them back fast enough. Should we have any tickets for them, or for certain key executives you want to keep a pulse on, we’ll always email you and keep you in the loop.
We can fully customize an email notification system that meets your needs. Whether you need emails sent during a ticket submission, ticket resolution, or any other step of the process, we will work with you to ensure you always have the information you need!
This is especially important for your large clients, who are worth considerable amounts of your MSP’s revenue. When dealing with these, don’t leave anything to chance! We’ll ensure you always have records of the tickets and services we provide.
Option 2: Full-Service Desk Integration
For larger clients and MSPs with a highly specialized service desk workflow, email integration may not be enough.
While this option is not particularly common, we’ve worked with certain select clients or MSPs to perform full integration with their helpdesk system. This way, all ticket activity is natively available in your system, allowing your team to observe the exact details of our support with your customer.
Please note: While this is an available option, the burden of implementation lies with the requestor. Your team will need to create the custom API calls to pull the necessary data from our system into yours.
The level of integration you want will depend on the level of resources you are willing to dedicate to the project. If your team is willing to pay for the system licensing and infrastructure, we will use the systems you give us access to.
How to Contact Us for Collaborative Support
Now that we’ve covered how we keep you in the loop, it’s time to talk about how you contact us.
For general inquiries about your clients or check-ins on a ticket, emailing our team at support@greenofficepartner.com is sufficient.
But for an immediate response, call us directly at 877-467-5999. Don’t email the fire department! If your client is panicking and you need assistance ASAP, give us a call, and we’ll work through it together on the spot.
Print Partner and Collaborative Support
The level of hands-on collaboration we offer to our partners is the reason so many MSPs have chosen to work with Print Partner.
We’ve positioned ourselves as the only national managed print services provider that is wholly aligned with the needs of the MSP community.
Integrating with your support processes is part of our job.
Collaboration is just one of three pillars of the Print Partner/MSP relationship. In addition to providing collaborative service, we also protect your MSP from random print vendors that would otherwise try to poach your clients.
Also, we pay you for opportunities! For each deal we close, we’ll pay the person who registers the opportunity at least $500 for the introduction and an additional $250 per $25K in revenue the deal brings us. We’ll also pay your MSP $1,000 per 11x17 MFP sold, $100 per printer sold, and 5% recurring revenue on the client’s print allotment for the life of the client relationship. And we’ll provide exceptional client service while we’re at it.
We protect you, collaborate with you, and pay you. So consider partnering with us, a Print Partner you can trust.
