More lead generation from vendor partners is more than welcome.

Lynn Haber

October 29, 2020

3 Min Read
Customer satisfaction scale
Customer-effort scoring has been gaining traction as a stronger tool for measuring customer experience. In its basic form, the questioning is simple but powerful — your customer is asked how much effort it took to resolve a problem. The scale is usually five or seven points, with the outer numbers being “very easy” or “very difficult,” and the middle number (the neutral measurement) being “neither.” It’s a simple, immediate follow-up question to gain valuable feedback following customer service or troubleshooting interactions with your firm. POWER TIP: Don’t forget to use these measurements strategically – you don’t have to measure every interaction a customer has with your company (see Slide 2 – sample, don’t saturate) – and they should be focused on specific processes or interactions.Shutterstock

Company Name: Fidelis Inc. 

Company MSP 501 Rank: 275 

CTO: Paul Zimmerman 

Headquarters: Seattle, WA 

Primary Services:

  • Security

  • Cloud

  • Business phone systems support

  • Network cabling 

LinkedIn: Fidelis Inc.

MSP 501 company Fidelis Inc. has a strong focus on the customer experience. In fact, “fidelis” in Latin means faithful. The company takes a co-managed approach with customers to build long-lasting and enduring relationships. This strategy helps the partner navigate through the pandemic.

Fidelis offers IT, managed services, networking and network infrastructure, communications, cybersecurity, cloud services, as well as technology consulting. It supports customer technology and helps develop a technology road map.

“It’s about basics. Taking care of the customer is about how I want to be taken care of. How I take care of my employees is about how I want to be taken care of,” said CEO Scott Wittstock, who founded the company in 2008.

Here, Paul Zimmerman, who joined Fidelis in 2012 with the acquisition of POS Core Technologies, talks about the challenges and opportunities exposed by the pandemic. He also talks about how vendors can help partners and the upside of being an entrepreneur.

The 2020 MSP 501 recognizes the top managed service providers in the world. See the full list. Then check out our brand-new Hot 101.

Channel Futures: What is one thing you wish vendors would do that they don’t?


Fidelis’ Paul Zimmerman

Paul Zimmerman: Lead generation via marketing efforts to be given to strategic partners. Most vendors try to do this, but the amount of leads that they generate pales compared to the leads we generate from our website. If we’re a top-tier partner, it would be great if their marketing efforts helped to create brand awareness in the decision-maker target audience, and effective online marketing could generate warm leads to be parsed out to the most trusted and reliable partners in the geographic region for the lead.

CF: What new opportunities and challenges came with the global COVID-19 pandemic? 

PZ: Many organizations pivoted to work-from-home but did it in a less-than-secure way just to continue business operations. Now that it looks like many businesses will have a big portion of their staff working from home, there are opportunities for managed service providers to help secure those remote devices and help with migration of systems to “the cloud” to make them accessible from anywhere.

Some businesses are going to be hit very hard, and some will fail because of the pandemic. Others will thrive. Our job will be to help those most impacted to minimize the chances that they fail. And for those organizations that are trying to figure out how to best support folks who are no longer in the office, that is a good conversation for us as managed service providers to be having with them. We have the tools, we know how to do remote support, and we can help support users remotely at scale. 

CF: If applicable, why are you a business owner instead of working for someone else? What is the allure of entrepreneurship to you?

PZ: I’m a business owner because I love what I do, and I want to be able to do right by my clients. We reinvest heavily in our company so that we have the right people, tools and processes to serve our community. It is gratifying to be able to help support our local nonprofits, and to help our for-profit clients thrive. Having control over how we work with customers, and frankly, what customers we work with, is really important to me. It’s also nice to be able to pick the people you work with.

Longer-term, hopefully there’s a handsome reward for all of the hard work we put into nurturing and growing our business!

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About the Author(s)

Lynn Haber

Content Director Lynn Haber follows channel news from partners, vendors, distributors and industry watchers. If I miss some coverage, don’t hesitate to email me and pass it along. Always up for chatting with partners. Say hi if you see me at a conference!

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