MICROSOFT COPILOT
Unlocking the Copilot advantage for channel teams and MSPs
Integrating Microsoft Copilot into existing systems to improve engagement and productivity for customers presents a big opportunity for MSPs, as John Colgan, CEO at Solgari, explains.
The COVID-19 pandemic accelerated the adoption of collaboration tools as businesses worldwide adjusted to remote work and new operational models. In the years since, Microsoft’s Teams software has become the tool of choice for more than 320 million users every month. With hybrid and flexible work setups now the norm, the real opportunity lies in the potential for innovation, particularly for managed service providers (MSPs) and channel teams operating within the Microsoft ecosystem. As businesses look to enhance their capabilities, advanced tools and technologies have become essential. And while these tools can be transformative, their true potential can only be realised with a unified, well-coordinated approach. Channel businesses with their deep- rooted expertise in managing complex technology infrastructures, are ideally positioned to help enterprises integrate advanced solutions, such as Microsoft Copilot, into their existing systems to improve customer engagement and overall productivity. Changing customer expectations Customers’ expectations have undergone a dramatic shift. Today, consumers demand a seamless experience across various touchpoints, whether that’s through phone, email, live chat or social
media. Research from McKinsey revealed that while people of all ages prefer interacting with real individuals, they also expect to be able to switch between different communication channels based on their needs. According to Gartner, 88% of customer journeys that begin with self-service end up involving multiple channels, underlining the importance of providing cohesive and continuous customer interactions. Customers now seek convenience and consistency in their experiences, expecting businesses to remember their preferences and interactions across all touchpoints. In becoming a strategically important focus for the whole business, the responsibility for delivering exceptional customer experiences has moved beyond the confines of a single department. Today, organisations are fostering cultures where every team member contributes to enhancing the customer journey. Professional services firm PwC has noted that businesses excelling in customer experience can charge up to 16% more for their services, making this a critical area for investment for future growth. Now, more than ever, businesses have the tools to meet these demands. New technologies are enabling a shift from reactive, transactional service models to proactive, relationship-based
John Colgan ceo
solgari.com
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The responsibility for delivering exceptional customer experiences has moved beyond the confines of a single department.
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