Blogs & Articles
The State of Email in Customer Services
Email remains a cornerstone of modern customer service - still a widely used and deeply embedded support channel. Far from disappearing, email is evolving to meet new customer expectations, playing a critical role alongside chat, voice, and social channels.
For Customer Services leaders, the question is no longer “Should we keep email?” but rather “How do we make it a strength?”
by Susan Nemeth
Reimagining the MSP Service Catalogue
An effective MSP service catalogue is the foundation for faster sales cycles and higher deal values. This best-practice guide outlines how managed service providers (MSPs) and technology service providers (TSPs) can design clear, structured service catalogues with defined pricing tools and discovery processes - empowering every sales rep to sell with confidence.
TSIA’s 2023 Managed Services Benchmarking shows MSPs with strong catalogues achieve up to 40% faster sales cycles and 25% higher deal value.
By Scott Green
Is New Zealand Really Falling Behind in AI?
New Zealand’s tech community is feeling an increasing unease about artificial intelligence adoption. While AI is transforming industries worldwide, NZ risks losing ground by hesitating.
With our human-centred values, cultural perspective, and history of innovation, New Zealand has the potential to contribute something unique to the global AI conversation - if we choose to act.
by Susan Nemeth
No-Code AI Platforms
No-code AI platforms are becoming essential for businesses that want to scale quickly, gain a competitive edge, and overcome the shortage of AI skills. These platforms go far beyond basic tools like ChatGPT, providing end-to-end solutions that make sophisticated AI integration possible without coding expertise.
By streamlining AI adoption, no-code platforms help organisations achieve measurable business outcomes faster.
By Susan Nemeth
Quick Tips when Selling Your MSP
Selling a managed service provider (MSP) business is one of the toughest decisions an owner will make.
To maximise value and ensure a smooth transition, preparation is key. Even if you do nothing else, engage an impartial mentor whose success is tied to your desired outcomes.
Here are proven tips from real-world MSP sale experiences.
by Scott Green
Elevating the Service Desk with Data-driven Decisions
The IT service desk has shifted from a reactive support role to a strategic business asset. Data-driven decisions help service desks improve responsiveness, enhance the employee experience, and strengthen a company’s reputation.
By leveraging interaction data, service desk teams can identify trends, resolve issues faster, and deliver measurable value to the business.
By Susan Nemeth