Reactive or Proactive, which are you?

blog_proactive-reactiveI’m fortunate to spend a great deal of time talking to Ahsay businesses all over the globe and one reoccurring challenge no matter the country that stands out is the question “how do we stand out from the competition?” My answer to this question is in fact another question, that being – what type of support model would you classify yourselves as having? Would you consider yourselves as reactive or proactive? Do you wait until the customer has an error or a backupjob fails before contacting the customer and solving the issue or do you actively monitor customer accounts looking for signs of potential problems and contact the customer before errors occur?

With a multitude of free options available for customers these days, ensuring that potential and existing clients understand your support model is not only key to both future sales and retention but also your point of difference from the competition. One justification I often hear for the reactive approach is that they are too busy or do not have enough resources to be proactive with their monitoring. While this certainly is understandable, I encourage everyone to take time to step back and assess your support workflow. Being proactive with your customers not only demonstrates your technical capabilities of solving issues before they happen but also reinforces the relationship between your businesses. It’s all too common for companies to ‘set and forget’ backupsets and to only contact the customer when problems occur. The impact of this is on the customers’ perception which is that you only contact them when your backup software is broken or there is a billing problem.

Whether it be contacting your customers to ensure their backup client is up to date or double checking that there haven’t been any changes to their folder backup locations, this proactive approach only improves the provider/client relationship. This improved provider/client interaction can even open the door for further business opportunities. This is where Ahsay addons excel, by providing you with that extra functionality and giving you the tools to have that proactive approach.

These addons allow you to have that in-depth detail of your backupsets, errors and even historical summaries. The combination of these coupled with good reporting allows you to structure your support processes away from the reactive approach to the proactive model. This also allows you to free up resources for further business improvements or opportunities. In summary, spending time to critically look at your systems and processes is invaluable in any business, especially our channel where competition is high. I strongly encourage all Ahsay partners to try out the available addons and see what they can do to improve your business, reduce your resources needed and improve your support approach.