// END-USER INSIGHT //
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BY IMPROVING THE EMPLOYEE
EXPERIENCE WITH ADVANCED
SERVICE MANAGEMENT TECHNIQUES , WE DIRECTLY IMPROVE THE
CUSTOMER EXPERIENCE , AS IT IS ONE SINGLE
VALUE CHAIN THAT CONNECTS
EVERYTHING . to complete the final integrations during Q2 of 2023 . There is little chance we could have achieved this without working with a partner like POPX , which can accelerate the process by combining its MSP-ready Platform with the sector expertise of its team .
How will it enable you to scale ?
It ’ s not about scaling at any cost , but rather about scaling while better controlling our costs . To do this we must put the right processes in place and the right tools in the hands of our employees . By improving the employee experience with advanced service management techniques , we directly improve the customer experience , as it is one single value chain that connects everything . Again , service automation takes a leading role , allowing us to work accurately and efficiently . In this way , we can serve our clients quicker and better with minimal manual intervention , which mitigates errors that require rework .
How much has Arrow grown in recent years and how has it grown so extensively ?
Arrow has grown significantly through multiple acquisitions over a short number of years , but we also have healthy organic growth . We are in the advanced stages of integrating them together into one organisation with a common operational standard . We have been fortunate to be associated with private equity firms that have seen the opportunity in our business model and invested in it .
What are your hopes for Arrow for the future and how will POPX help ?
With thousands of customers , it is impossible to serve every individual need via telephone and email . For this reason , our hopes for the future centre around the enhanced digital engagement of our customers . This comes through many different channels , such as through service automation , our new selfservice customer portal , the use of bots , the use of an extensive knowledgebase , improved personalisation and any other form of enablement we can leverage to better serve a growing and ever-demanding customer base with complex needs .
How will POPX affect the day-today running of the company ?
Thanks to POPX , we have the appropriate access to all the additional resources we need but don ’ t necessarily want to hire . Because we work seamlessly as one team , POPX has broadened our capability and capacity to do more . I ’ m lucky to be working with a brilliant team at Arrow , but what we have with POPX is a bit like having access to a supercharger that tunes and refines the power of an already excellent engine . This is a collaborative partnership in the true sense and because we complement each other , the extended team operates at a higher level . The team at POPX understands and shares our goals , and we work as trusted partners to realise the precisely articulated strategic vision that acts as our North star , without which none of this would be possible . �
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