Managed Services, What Is It And Why Do You Need It?

By Swatil Binte Mahmud, Blogger, Lava Protocols

Running a business effectively and efficiently is difficult as it is and running a business during a pandemic can become an arduous challenge for many. That is why many companies take the support of managed services to make their lives easier online and offline. Managed services help you to focus on your customers while developing your business. As the world has faced a shift to online mediums of communication and channels due to the pandemic, businesses can survive or eradicate depending on the quality of their IT infrastructure and support. Many companies have completely shifted their operations online and some have had to update their existing field operations to become more online friendly. This means your field agents are also having to get used to a lot of transitions to online mediums. Hence, managed services allow businesses to not worry about computer problems, data loss, and customer services by allowing IT experts to handle such intricate matters with appropriate solutions. 

Many times, a company’s existing employees may not be experienced with a new technology or are not trained to maintain new applications. Consequently, an effectively executed managed service will allow your in-house team to focus on profit and your business’ core competencies while they will handle specialized and strategic IT programs and problems.

3 Benefits of Managed Services:

Cost Control

Having an in-house IT department, conducting staff training, buying equipment, and paying IT professionals can end up taking over a big portion of your annual budget. However, such costs are absorbed by the managed service providers, and instead, they can charge a fixed monthly charge for their services. 

Risk Management

You can partner with the best-managed service provider who will guide you on the best way to avoid risks to your company. As these service providers have access to modern software and infrastructure, they will give you suitable and feasible solutions to your IT related problems.

Access To Better Things

Managed services give companies access to expertise, best practices, and world-class tools and technologies. Also, they can help to keep your business relevant and updated with constantly evolving technology. In this fast-paced business world, your business will be able to keep up with technological advances with the help of managed services.

The heart of any business is its customers. Without satisfied customers, your business will struggle to compete with its competitors. Therefore, having managed services to handle your IT operations will not work if it does not look after your valued customers. Here comes Salesforce, the world’s number one customer relationship management platform for customer service and IT support. With Salesforce, you can connect your customer service, digital service, and field service all in one platform. Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. Salesforce-based Service Cloud on its Sales Cloud product which is a popular CRM software for sales professionals. Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics, and experts to support customer service agents. The purpose is to foster one-to-one marketing relationships with every customer across multiple channels and devices. Service Cloud can “listen” and respond to customers across a variety of social platforms and automatically route cases to the appropriate agent.

Here Are 9 Reasons Why You Should Have Salesforce Cloud:

1. Agent workspace: This is a comprehensive and customizable user interface (UI) for customer service agents that offers various productivity tools, analytics, and customer views
2. Case management: Your agents can use the Service Console to juggle multiple cases at once across multiple channels. Case management is accessible via both desktop and mobile apps
3. Knowledge management: Your agents can create and access resources within the company’s knowledge base
4. Service process automation: Support functions can be automated with artificial intelligence (AI)
5. Omnichannel routing: Cases and leads can be automatically directed to specific employees based on factors such as employee skillset and availability. Supervisors can access a complete view of routing and agent activity.
6. Service Analytics: Dashboards will give your employees easy access to reporting and key CRM data, such as backlog analysis, chatbot performance, case history and volume, and agent productivity and activity.
7. Computer telephony integration (CTI): Service calls to and from customers can be managed with customer information on hand.
8. Automation with macros: Repetitive customer service tasks can be automated.
9. Asset and order management: This tracks customer data, such as assets, order history, and support history.

Now that you know about managed services and Salesforce Cloud you do not have to juggle to prioritize your clients and manage your entire mobile workforce team. Do you want to instantly plan your team’s tasks, and dispatch the right service agent to serve your client at the right time? Consider your wishes granted with Custella. Custella Field Service Optimization is an intelligent mobile and web application built to simplify important aspects of a field service team. Custella with the help of Salesforce is such a managed service provider that will provide you with cost-effective, fast, and competent solutions to your modern-day business problems!

Lava Protocols is an authorized Salesforce Partner. Need a CRM Platform? Drop us an email to schedule your demo: hello@lavaprotocols.com.