Customer updated tickets
The biggest parameter impacting the growth of an MSP is customer satisfaction. Acknowledging and resolving incidents is extremely important in ensuring that the customers are happy and satisfied with the services provided. Unacknowledged tickets can cause dissatisfaction and ultimately customer churn.
Acknowledging and resolving incidents is crucial from a financial standpoint too apart from customer satisfaction. SLA breaches are expensive and strongly affect the bottom line. The lack of an efficient alerting tool might cause alerts to go unnoticed; sometimes resulting in breaches.