Achieving 400% ROI and 100% customer satisfaction is no easy task.
Ian Groves, Managing Director, and Josh Upton, Service Desk Manager, at Shropshire based MSP Start Tech explains how this was achieved.
Start Tech was looking for a fresh way to enhance its operational efficiency and improve our client experience. By bundling Exclaimer’s email signature management platform with any Microsoft 365 deployments, Start Tech achieved significant improvements in workflow efficiency, client engagement and strategic upselling.
Expansion challenges
With over 20 years of experience, StartTech is known for their commitment to customer support in IT and telecoms. They distinguish themselves by providing top tier Managed IT Support and Business Telephone Systems to customers across the country.
They were looking for an effective way to tackle the challenge of managing their clients’ email signatures. As their customer base expanded, manually handling these signatures became more time-consuming. Too many challenges arose such as inconsistent image sizes and having to update signatures on multiple machines.
Tackling repetitive workloads
As an MSP, Start Tech handles multiple client accounts, each with their own unique branding and signature requirements. Manually updating these signatures for every new employee or change in branding became a tedious task that took up valuable time and resources.
Josh Upton, Start Tech’s Service Desk Manager at Start Tech, explained: “Managing email signatures for our clients was a real hassle before we teamed up with Exclaimer. We had a tough time getting them right and keeping them updated, especially when customers wanted to change something like a banner. This inefficiency messed with our support metrics, like the mean time to resolution. Even though the tasks themselves weren’t technically challenging, they ate up a lot of time and threw off our performance stats.”
Ian Groves, Managing Director at Start Tech, agreed: “Our customers expect more from us than just answering the phone and fixing problems. They want us to handle everything, make decisions on the best tools to use, and manage their IT setup without needing their input. So, we need the best solutions in our tech stack to cover all their needs. And with our support team under a lot of pressure to complete what should be a simple task, my first thought was that we needed a solution to automate this.”
Exclaimer: The perfect fit
Start Tech is very selective about the solutions they offer to their customers and they perform a rigorous process to assess which third-party service providers offer the most value to our portfolio while keeping added costs minimal. That’s why Exclaimer was a perfect fit for the business.
From the start, Exclaimer reduced the support team’s workload by streamlining email signature management. Any tickets raised for signature updates get resolved quickly, saving the team hours of time when compared to how they’d done things previously.
Some clients could self-manage their signatures more easily, while those managed by Start Tech benefited from automatic updates for job titles, numbers, and roles based on their contact details in Microsoft 365. New customer onboarding no longer required manual Outlook signature setups, and mobile signatures didn’t need separate configuration.
Josh noted: “Updating logos and banners now takes minutes with Exclaimer. With features like department-specific signatures, custom attributes, and conditional visibility, plus different signatures for internal and external use, end users can be confident their signatures are just right. This is especially true for our long-time clients. Exclaimer has truly been a game changer for us when it comes to enhancing our client relationships. Updating an email signature for a client now takes about 12 minutes, and smaller tweaks under 6 minutes from start to finish. Plus, our Service Desk Team spends about 90% less time on these updates.”
Seeing its impact, we started including Exclaimer in our standard package for new clients, with options to upsell extra features during business reviews. This approach allowed Start Tech’s sales teams to demonstrate the Exclaimer platform’s capabilities beyond just standardising email signatures, highlighting additional value for clients and encouraging upgrades.
100% customer satisfaction
Exclaimer has had a significant and clear impact on Start Tech’s operations. Now, over 80% of their clients benefit from Exclaimer’s features, as it’s part of their standard service package. Over time, they’ve upgrading their legacy clients to a package that includes Exclaimer whenever they renew their contracts.
This widespread adoption highlights Exclaimer’s reliability and easy integration with Microsoft 365, leading to 100% customer satisfaction and no service complaints about signature management.
Integrating Exclaimer into Start Tech’s offerings has streamlined operations and created new revenue opportunities. Using Exclaimer’s features, Start Tech is achieving a 300-400% ROI compared to the initial cost of the solution.
The Exclaimer advantage for MSPs
Through streamlined operations, significant ROI, and satisfied clients, Exclaimer is now a key part of the services offered by Start Tech.
Exclaimer can bring value to any MSPs looking to enhance their tech stack. As Start Tech continues to grow, they can depend on Exclaimer’s innovative solution to help improve their service quality and continue to surpass customer expectations.
