Why IT Documentation Matters in a Crisis

Posted: 04/07/2020 | By: Ali Peracha

No doubt you’ve received a barrage of messages regarding the COVID-19 pandemic. These are unprecedented times we’re all living in. Before you click away, know that this isn’t more white noise. As a technology solution provider (TSP), you have a great responsibility on your shoulders, not only to your customers but to your team.

You’re someone tasked with making sure technology is functioning per usual and keeping morale high in a time when nothing is ‘per usual.’ And in the coming days (if it hasn’t happened already), you may find that your customers are looking to you for something other than the status quo services; they may look to you for assurance that normalcy still exists and better times are ahead.

It may seem counterintuitive, but there’s no better time to think about your current IT documentation processes and weigh their effectiveness than right now. It’s your source of truth, and when you’re not able to leverage the benefit of verbal communication (who hasn’t leaned over and asked a colleague a question in the middle of a call before?) then your ability to weather a storm diminishes significantly.

 If you need more reasons to reflect, perhaps these will help.

Maintain Seamless Customer Service Anywhere

As your customers begin working remotely (those who are fortunate enough to be able to do so), they’ll be looking to you for guidance. You may experience an influx of calls and requests as they navigate through uncertainty. The thing is, it’s likely your team is going through the same bumpy transition.

With a dedicated IT documentation tool, you don’t have to worry about customer service scores going down. The right tool will ensure that any of your technicians can pick up where the last one left off—even when they’re not working in the same office together. Consider the value of instilling confidence in your customers. If your team is calm, cool, collected, and unhesitant, it’ll help everyone feel like things are under control where work is concerned.

Empower Your Team. Maintain Your Team Spirit.

Remote work comes with a unique set of challenges, particularly if your team isn’t accustomed to it. In the case of COVID-19, many TSPs have had little to no time to transition to this format and support their own remote workforce, never mind simultaneously helping their customers achieve the same feat.

When you’ve chosen the right IT documentation tool and spent the necessary time creating a truly useful knowledge base, your ability to support your customers becomes limitless. It doesn’t matter if your brick and mortar building is inaccessible, your team can operate without missing a beat when the information needed is only a click or two away.

Armor Your Business Against Economic Downturn

COVID-19 will come with steep consequences. Many are impacting your small business customers right now. While you can’t completely fortify your business against negative economic impacts, what you can do circles back to your ability to make your service delivery invaluable to your customers, even during a crisis.

In addition to equipping your team with the information they need at any given time, leading documentation software will also provide you with features like business intelligence and real-time customer feedback metrics that help you monitor the health of your business. 

ITBoost is designed to work with the leading RMM and PSAs on the market and tightly integrates with ConnectWise products like ConnectWise Manage, ConnectWise Automate, and ConnectWise Control. By pulling together all of your relevant business information and not skipping even the smallest touches (like VoIP Integrations), it can become your source of truth and the glue that keeps your team operating smoothly from anywhere.

In closing this article, it is the ITBoost team’s sincerest wish that you, your colleagues, and your loved ones come through this safely and stronger than ever.