Company Name: KMT Group
Company MSP 501 Rank: 301
Managing Director: Bradley Kain
Headquartered: Port Melbourne, Victoria
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KMT Group’s Bradley Kaine

As an MSP, it is one thing to say that you operate with a customer-centric focus, but it is entirely another to actually put that into practice and fully inject it into your company culture. Aussie shop KMT Group is certainly upping customer culture standards in this regard, with a dedicated customer experience manager in place to act as liaison between their teams and clients.

Managing director Bradley Kaine believes this is what sets KMT apart from other providers in Australia, and perhaps an even broader pool. Here, Kaine talks about successful vendor relationships, KMT’s customer-centric approach and differentiating themselves in the Australian market.

Channel Futures: What does a successful vendor relationship look like to you?

Bradley Kaine: We have enjoyed the best success with the vendors that take the time to understand KMT as a business, our modus operandum and how we deal with our clients.  Our unwavering commitment to exceptional customer experience is at the center of everything we do, hence it is our vision to provide innovative, quality solutions to our clients every time.

Understanding our vendors’ offerings on a deep level combined with them empowering our teams as a true partner enables us to provide the right solution to our clients every time.  Ultimately this generates more sales and a better outcome for our clients, the vendor and KMT.

Vendors that engage, empower and take the time to understand our clients make it far easier for our team to provide leading-edge, quality solutions to our customers and that is what drives the best outcome for all.

CF: In what areas do you hope to grow in the next 12-24 months?

BK: KMT is currently heavily investing in a comprehensive cybersecurity solution which will be proprietary to KMT and we believe will be a market leader in the Australian market. We have been working behind the scenes to develop a premium cyber offering to take to our clients to protect them now and in the future from the increasing risk of cyberattacks.

In conjunction with this, we are also ensuring that our own environment is protected and secure, in turn ensuring our clients are experiencing the best security the MSP market can offer by entrusting their IT with KMT.

CF: What was the single biggest technology or business decision that has driven your company’s growth in recent years? How did it do so?

BK: Fundamentally we believe that our culture is unique…

…to the Australian market, as we have truly embraced a customer-centric culture. Very early in our journey we created this type of culture with a dedicated customer experience manager to act as liaison between our teams and our clients. This is more than an account manager role, as this resource identifies any internal barriers that detract from the customer experience from the moment they contact us for a consultation to when they call us with an issue.

Customer satisfaction and an exceptional experience is a priority in every decision our business makes — every thought, decision, action and process begins and ends with our customers in mind. We as leaders “walk the talk” and are a living demonstration of the culture we are striving to cultivate. Our organization’s structures, communication channels, work streams and reward systems have all been created with the goal of “doing the best by our customers.” So much so, that it has now become second nature to our staff.

CF: How does your organization differentiate itself from other MSPs?

BK: Most firms say they are all about the customer, but customer centricity really is at the core of everything we do. It is our WHY. Our senior resources, including the managing director and technical director, engage with senior leaders and owners of our clients and provide an ongoing personalized service.

KMT understands that every technical environment is unique and has its own set of challenges to resolve. Our clients look to us to solve their IT issues. In many cases they come to us when things are not working or in times of crisis. Our goal is to ultimately achieve the optimum result of a seamless IT environment that enables the business to achieve its expansion, efficiency or continuity goals. KMT really does take the time to truly understand each business and provide a tailored, unique solution which aligns with business objectives to become a true business and IT partner.

CF: What type of company do you find yourself competing with that you did not two years ago?

BK: KMT has experienced exponential growth of up to 98% from 2017 to 2018. This has fast tracked us from dealing with smaller medical and dental firms to medium to large businesses — private and publicly listed companies with up to 300 staff.

We are now competing with some of the leading MSPs in the Australian market and we believe that we will firmly position ourselves as a major competitor to these larger players very soon. We are investing heavily in product innovation, our internal culture and our digital transformation and are excited to see where this takes us. We believe we can become the largest MSP in the market revenue-wise and lead the way with our innovation and customer centricity.