UK MSP achieves 400% ROI and 100% customer satisfaction with Exclaimer
Problem
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.
“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 clients wanted to change something like a banner. This inefficiency negatively impacted our support metrics, like the mean time to resolution. Even though the tasks themselves weren’t technically challenging, they consumed a lot of time and threw off our performance statistics.”
Josh Upton, Service Desk Manager at Start Tech
Solution
The perfect fit with Exclaimer
Start Tech recognised the need for automation when their support team faced mounting pressure to manage simple yet time-consuming tasks, underscoring the necessity for a more efficient system.
“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.”
Ian Groves, Managing Director at Start Tech
Start Tech is very selective about the solutions they offer to their clients, choosing only those that genuinely impress them. From vendor reputation and feature set to security credentials and implementation, Start Tech assesses which third-party service providers offer the most value to their portfolio and revenue stream while keeping added costs minimal.
All vendors available in the Pax8 Marketplace undergo a rigorous vetting process, ensuring that MSPs are provided with a world-class Pax8 partner experience. This careful curation gave Start Tech the confidence that Exclaimer was a perfect fit for their business, offering streamlined operations, significant ROI and improved client satisfaction.
Benefit
Significant time savings and better client relationships
From the start, Exclaimer reduced the Start Tech support team’s workload by streamlining email signature management as well as saving them both time and resources. Any tickets raised for signature updates are now resolved quickly, freeing up hours of time when compared to how they had done things previously.
Some clients can now self-manage their signatures more easily, while those managed by Start Tech benefit from automatic updates for job titles, numbers and roles based on their contact details in Microsoft 365. New client onboarding no longer requires manual Outlook signature setups, and mobile signatures do not require separate configuration.
“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.”
Josh Upton, Service Desk Manager at Start Tech
Seeing its impact, Start Tech started including Exclaimer in their standard package for new clients, with options to upsell extra features during business reviews. This approach allowed Start Tech’s sales team to demonstrate the Exclaimer platform’s capabilities beyond just standardising email signatures, highlighting additional value for clients and encouraging upgrades.
Results
Streamlined operations and 100% customer satisfaction
Leveraging the Pax8 Marketplace and Exclaimer solutions has had a significant and clear impact on Start Tech’s operations. Currently, over 80% of their clients benefit from Exclaimer’s features, as it is part of their standard service package. Over time, they have been 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.
“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 six minutes from start to finish. Plus, our Service Desk team spends about 90% less time on these updates.”
Josh Upton, Service Desk Manager at Start Tech
Integrating Exclaimer into Start Tech’s offerings has streamlined operations and created new revenue opportunities. Using Exclaimer’s features, Start Tech has boosted their revenue, achieving a 300-400% ROI compared to the initial cost of the solution.
As Start Tech continues to grow, they rely on the Pax8 partner support and Exclaimer’s innovative solutions to help improve their service quality and surpass their clients’ expectations.
Learn more about Exclaimer in the Pax8 Marketplace.
About Start Tech
With over 20 years of experience, Start Tech is a leading UK MSP known for their commitment to client support in IT and telecoms. Amid rising competition, they distinguish themselves by providing top-tier managed IT support and business telephone systems to clients across the UK.