Ensuring quality service in managed IT is crucial for maintaining client satisfaction and operational efficiency. At razorblue, we are committed to delivering exceptional managed IT services that help businesses thrive in a digital world. To gain deeper insights into how we achieve this, we caught up with Chris Gill, our Chief Operating Officer and asked him a series of questions about how we ensure quality service. Chris was a founding director of razorblue from its early beginnings and re-joined in 2021 and has since brought more focus to our operations whilst striving to further enhance our Managed IT operations.

What strategies do razorblue implement to ensure high-quality service delivery in managed IT?

We focus on several key strategies aimed at continuous improvement and client satisfaction. We foster a culture of continuous improvement by encouraging our teams to regularly review processes, seek feedback, and identify areas for refinement. This approach ensures we stay adaptable to changing needs and enhance our service delivery. Regular training and development keep our staff up to date with the latest technologies, industry best practices, and customer service skills, boosting both their capabilities and the quality of our services.

We set clear performance metrics and KPIs to monitor service delivery and client satisfaction, allowing us to identify trends, celebrate successes, and address areas needing improvement. Actively seeking client feedback through surveys and direct communication helps us better understand their experiences and expectations, enabling us to tailor our services accordingly. Proactive monitoring and maintenance of our IT infrastructure allow us to detect issues early, minimising downtime and ensuring smooth operations.

Our robust incident management process ensures quick resolution of issues, maintaining client trust and minimising disruption. Regular service reviews with clients ensure we stay aligned with their evolving needs and expectations. Staying ahead of technology trends allows us to introduce innovative solutions that enhance our service delivery. These strategies come together to ensure our managed IT services are of the highest quality, meeting client expectations and adapting to their changing needs.

How do razorblue measure and maintain the quality of your IT services?

We use a range of metrics alongside client NPS scores and feedback. Key measures include Service Level Agreements (SLAs), ensuring we meet the service levels that customers are paying for. We track open and closed cases to ensure our ticket queues are managed efficiently. The First Time Fix metric reflects how often we resolve issues in a single interaction, while our Email to Phone performance ensures we are engaging directly with clients when needed. We also measure median turnaround time to assess how quickly we resolve client issues and monitor telephony service levels to gauge how promptly we connect clients with our Service Delivery Teams. These metrics help us maintain high service quality and ensure client satisfaction.

How do razorblue handle service disruptions or issues to minimise impact on clients?

We take a proactive, structured approach to minimise the impact of service disruptions on clients. Our Major Incident Management (MIM) Team is quickly activated to assess and escalate critical issues, deploying the necessary resources for swift resolution. Throughout the incident, we provide real-time updates, keeping clients informed about the situation and expected resolution times, which helps manage expectations and maintain trust.

The Problem Management Team investigates the root causes of recurring issues, enabling us to implement permanent solutions and prevent future disruptions. Proactive monitoring and alerts allow us to detect potential issues early, often addressing them before clients are impacted. After each major incident, we conduct a thorough post-incident review to identify lessons learned and improve our response processes. Additionally, our IT infrastructure is designed with redundancy and reliable backup systems to ensure quicker recovery and reduce the impact of outages.
By combining rapid response, clear communication, and long-term solutions, we minimise disruptions and uphold high service standards, even in challenging situations.

How do razorblue train your team to maintain high standards of service quality?

We uphold high service quality by prioritising continuous skill development through regular training and certification, keeping our team up-to-date with the latest technologies and industry practices. Customer service training sharpens communication, problem-solving, and active listening skills, ensuring client-focused interactions. Mentorship programmes enable senior team members to share best practices and real-world insights, fostering consistent service delivery. Regular performance evaluations with constructive feedback drive continuous improvement, while compliance and security awareness training ensures the team protects client data and meets regulatory standards. This comprehensive approach enables us to deliver consistently excellent IT services.
Client Communication and Support

How do razorblue ensure effective communication with clients throughout the service lifecycle?

We ensure effective communication with clients throughout the service lifecycle by assigning dedicated account managers as consistent points of contact, offering personalised support and regular check-ins. Transparent reporting provides clients with clear visibility into system performance, service activities, and incident resolutions. Proactive updates keep clients informed about scheduled maintenance, important changes, or potential service interruptions. Our 24/7 support team ensures accessibility through multiple channels, while feedback mechanisms like surveys and reviews help us address client concerns promptly. Regular service review meetings align our IT services with the client’s strategic goals, ensuring clear and ongoing communication at every stage.

What support mechanisms do you have in place to address client concerns and issues promptly?

We address client concerns promptly through a range of robust support mechanisms. Each client is assigned a dedicated account manager who acts as their direct point of contact, ensuring swift responses and issue escalation when necessary. Our Customer Experience Team proactively monitors client satisfaction and resolves potential concerns before they escalate. With 24/7 help desk support, critical issues are prioritised to minimise disruption. A tiered escalation process ensures complex issues receive expert attention, including from Major Incident and Problem Management teams. Clients can track support tickets in real time through our customer portal, maintaining transparency. Feedback loops after issue resolution help refine our processes and ensure concerns are handled to the client’s satisfaction. These measures guarantee proactive management and effective communication at every stage.

What are some common challenges you face in providing managed IT services, and how do you overcome them?

Providing Managed IT services comes with several challenges, which we address through proactive strategies and robust processes. Evolving cybersecurity threats are a constant concern; we combat these with a dedicated Security Operations Centre (SOC), regular vulnerability assessments, and ongoing team training on the latest security measures. Balancing proactive and reactive support is another key challenge; advanced monitoring tools help us identify and address potential issues early, while our responsive support team ensures swift resolution of unexpected problems.
Managing client expectations is handled through clear communication and well-defined Service-Level Agreements (SLAs), ensuring clients understand timelines and resolution processes. Scalability is addressed with flexible IT solutions that grow with clients, adapting resources as their needs evolve without disruption. To integrate new technologies smoothly, we rigorously test tools and platforms before implementing them and stay up to date with industry advancements.

Finally, coordinating with multiple vendors in complex environments is streamlined by acting as a central point of contact, managing vendor relationships, and ensuring effective collaboration. By remaining adaptable, fostering open communication, and investing in cutting-edge technology and expertise, we effectively overcome these challenges and deliver reliable, high-quality service.

How do you ensure that your clients are satisfied with the services provided?

We ensure client satisfaction through a combination of proactive strategies and personalised service. Regular communication, including check-ins and quarterly business reviews, helps us stay attuned to client needs and address concerns promptly. Feedback mechanisms like surveys and informal conversations provide valuable insights into satisfaction levels and areas for improvement.
Our dedicated Account Managers and Customer Experience Team tailor services to align with each client’s unique objectives, ensuring support is relevant and effective. Clear Service-Level Agreements (SLAs) set expectations for service quality and response times, and we prioritise meeting or exceeding these commitments. Proactive issue resolution, supported by continuous system monitoring, minimises disruptions and enhances the client experience.

We also invest in ongoing training to keep our team equipped with the latest skills and knowledge, ensuring consistently high service quality. Celebrating milestones and successes with our clients reinforces positive relationships and demonstrates our commitment to their achievements. By combining clear communication, tailored support, and a proactive approach, we maintain strong client satisfaction and engagement.

What role does customer feedback play in improving your services?

Customer feedback is essential to improving our services and ensuring they meet client needs. It helps us identify specific areas for enhancement and provides a clear measure of satisfaction, revealing how well we are fulfilling client expectations. By understanding client preferences and pain points, feedback informs the development of new services and features, ensuring our offerings align with their priorities.

It also allows us to refine our communication strategies, enhancing engagement and responsiveness. Actively seeking and acting on feedback demonstrates our commitment to clients’ success, fostering trust and stronger relationships. Moreover, integrating continuous feedback into our processes encourages ongoing innovation and ensures our services adapt to evolving client needs and industry trends. In essence, customer feedback drives continuous improvement and enables us to deliver high-quality, client-focused solutions that support business objectives.

In today’s rapidly evolving digital landscape, businesses must recognise the critical role that Managed IT services play in their success. Selecting the right managed IT partner can significantly impact an organization’s ability to navigate technological challenges, enhance operational efficiency, and achieve long-term goals. By prioritizing factors such as expertise, service offerings, security measures, and communication practices, companies can make informed decisions that align with their unique needs.

Effective communication, ongoing customer feedback, and a proactive approach to emerging trends further strengthen the partnership, ensuring that both parties are aligned and prepared for future challenges. As businesses continue to embrace digital transformation, partnering with a reliable managed IT service provider such as razorblue will be essential in fostering growth, resilience, and innovation in an increasingly competitive marketplace

If you have any questions or would like to learn more about our managed IT services, please don’t hesitate to get in touch or view our services in more depth here.