By Peter Hack
Many of my clients and prospect clients have asked me the reasons behind my return to Mirus. My answers tend to be split into two categories, firstly, the people and culture (which if you’ve ever worked with Mirus you’ll understand is a big part of our success), and secondly the ability to deliver the right technical solutions to the client from both an IT project and proactive IT support perspective.
After my first month back with the Mirus Team I’ve been reflecting on why I think the business is so successful, and this lead me to come up with the following equation:
(Strategy + Technology)
Although technology itself can be extremely complicated, Mirus are fantastic at keeping things simple. Once we’ve established a client’s business goals and aims we will build them a technology roadmap to enable them to use technology as an enabler in their business. We’ll ensure that key goals such as; reducing time lost to IT, growth aspirations, and enabling the business to do more of what they are good at, are at the core of the plan.
The Professional Services team at Mirus have evolved while I’ve been away, and are now run by an ITIL Qualified Project Manager. Everything has a process and any potential areas of risk are considered and mitigated. Our Professional Services team complete projects on a weekly basis which transform our client’s IT experience.
Mirus have always been focussed on providing the best proactive IT Support to clients in the SME sector. It’s great to see that in my time away from the business, internal processes have been on a continual improvement path. The CSAT scores for customer satisfaction are today running at 99.10%, the RHEM (Reactive Hours per Endpoint per Month) are continually decreasing – and are a key metric in terms of our internal KPI’s. The Service Desk Engineers are further encouraged and incentivised to ensure that clients receive the best experience through the Crew-Hu gamification platform.
In this last month back at Mirus, I can clearly understand why we’ve continued to win industry-based Customer Service awards, and why we are continuing our impressive client growth. I’m proud to be back as part of the Mirus Team, I’ve missed them!
Dan Sharp Sales & Marketing Director was pleased to add “We’ve missed him, his energy and drive is infectious, we’re very pleased he’s back in the MTeam!”
The three pillars of Mirus are:
Delivering outstanding service.
Offering strategically successful solutions.
Providing consistent customer satisfaction.