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A Tip for All MSPs: Focus on Your Customer Service for Increased Success

MSP and customer service

At the recent IT Expo event in Fort Lauderdale, the Hughes team participated in sessions focused on Managed Service Providers, or MSPs. What we heard in these sessions was the importance of a "customer-centric" approach to providing these services.

At Hughes we are proud to report that more than 100 customers around the world have been with Hughes for more than 10 years and many have been with us for more than 20 years. This speaks to our ability to build the collaboration and maintain a focus on what is important to the customer. You can read about some of these customers in our case studies on our website.

To further demonstrate our focus on customers, as an MSP we have begun a video series titled, “Whatever IT Takes” where we have outlined how Hughes goes the extra mile for our customers’ success. In these video profiles, we capture the story of a customer who had a real challenge requiring the Hughes team to step up and create a unique solution for the customer’s specific needs.

In one example, a pipeline customer needed connectivity to a remote location where other services were failing them, creating dangerous conditions on the site and forcing site shutdowns. Drawing on expertise from within the Hughes engineering team, the Program Director assembled a solution to provide the needed, reliable connectivity. The entire solution from concept to test sites only took a couple of weeks; after it passed the tests, it was deployed to several dozen more sites. This is one benefit of having a Managed Network Service Provider working for you. Hughes provided not just a solution, but ensured it could be implemented across all areas that required connectivity.

Another story comes from Puerto Rico where a big box retailer had all three of their stores shut down as a result of Hurricane Maria. With infrastructure down, and no available solutions on the island, the retailer turned to their MSP, Hughes. The Hughes team figured out a way to design and deliver self-contained networking kits and have them on a plane with an installation engineer in only four days. With the US team working 24x7 and the on-site engineer traversing the island via four-wheel-drive vehicle, the first two sites were up and running in 24 hours and the third – and more remote site – was up and functioning in only 72 hours. These stores were often the only functioning outlets in their communities. They were able to provide much needed food, water and medicine during the critical time of need.

These are just two examples of how we view the role as an MSP to be much more than just a technology provider. Technical aptitude mixed with the real commitment to customer success is what sets Hughes apart and it is why global brands and local business are turning to Hughes to provide Managed Network Services for their locations.