MSP 501 Profile: KMT Group Brings Unique Approach to Australian Market
…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.