David Bellini, ConnectWise MD: ConnectWise is running its international operations from London; everything has to be a service ticket – not necessarily customer facing; it should be the same process and repeatable in every aspect of the business, he says.
“It has always been our job to help educate the customer; the change has been in the need for intelligence about the customer's customer. The world we are moving to is to think about what the customer needs.”
“The value of this sort of event where you can get people together is to share best practices, so that all ships rise in that tide. Knowing that everyone is sharing the same pain is useful, we need to make the ecosystem better so that everyone benefits. We find this happens at our IT Nation event which which we hold each year in November. Businesses change every three years, so it is vital to stay up-to date.”