MSP SPOTLIGHT
You Get Out What You Put In
And StoredTech Puts Everything Into People
Company :
Stored Technology Solutions , Inc . ( StoredTech )
Year Founded :
2010
Headquartered :
Queensbury , New York
Geographic Market :
Global
Top Growth Indicator :
Over 53,000 endpoints
YoY % Of Growth :
30 %
CEO And Founder :
Mark Shaw
What Are The Top Three Metrics You Use To Measure Your Business , And Why ?
They are customer delight , client retention , and resource efficiency .
Customer delight is a nebulous term , but for us , it represents the full life cycle of the client . We want to make sure they ’ re happy from the moment they walk through the door , so we engage with them immediately . Once they ’ re handed off to a certain location within our business , depending on what we deem is the best course of action for them , we ’ re always sure to track every movement as they progress through our workflow . Our No . 1 objective is to make sure we ’ re a good fit for our customers . The way we find that out is through surveying everything — and I mean everything . Project completion , IT issues , billing services , and communication tactics are just a few examples . We make it so that every step of the way , our customers have a chance to give us their opinions . We track our failures more than we track our successes .
This plays into easily keeping track of our customer retention because it helps us see who left us and why . If we weren ’ t a good fit , we always make sure we understand why . Sometimes , it ’ s a reasonable answer . For example , maybe they want to look for someone cheaper . We understand choices like those , and they have every right to make them . But I ’ m excited to say that we track almost 80 % of what we call “ boomerang customers ,” those customers who leave us then come back . We always study why they leave and why they come back . We