fritzthomas

It’s not that it’s enjoyable. I charge a premium and typically work with people that pay that premium for a personal contact that understands all of their systems and subsystems intimately. In a few cases this extends to multiple properties with singular clients. This is my differentiation from competitors that farm out support. A good number of my high net worth clients left their previous integration companies because they migrated support to One Vision and it ruined their service experience. It’s worked extremely well for my business although as I said, an employee in a larger company that wants to work a set number of hours and not want to deal with calls after hours can be solved with this service. If I felt that I was overextended and being neglectful of my clients then this would probably be a relief to sign people up. I‘m definitely not in this position and prefer to run things as is. I do see the benefit for others and if they can extend those support hours to me it definitely has a huge upside to my business.

One thing I would have found to be beneficial is to allow the client to pay for the Assist service and allow the dealer to be the point person, not their call center. I usually don’t hit the Gold level for sales volume and I think an Assist plan that opens my tech support access to either the 7 day 8-8 or the 24/7 + 365 would be an easy sell. Most of my client base would refuse to contact another party to deal with their service issues. I’ve made a reputation for direct and personal concierge level service and clients message me directly. The Snap stance is that Assist is strictly client facing so that becomes a deal stopper for me to promote it. I’m a very small operator that represents Snap and C4 very well on my own so I don’t see this program helping me at all, it would likely fracture many of my relationships. I think this would benefit larger firms where employees aren’t likely to want to deal with after hours calls so it’s not a bad idea but definitely not a one size fits all solution. For small operators that don’t necessarily want to run large operations but focus on higher quality and less volume this seems to run against that grain.