ImageQuest Pioneers White Glove IT Service1 Sep, 2015
As the recipient of imageSource’s 2015 Perfect Image Award for Outstanding Managed Services, presented at this year’s ITEX Conference & Expo, the spotlight is on ImageQuest:
Five years ago, ImageQuest was a small office equipment dealer in Nashville, Tennessee. Like most dealer owners in the office equipment space, co-founder and president, Milton Bartley had plans to add IT services as a complementary offering for his clients. As he pursued that vision, the ensuing transformation changed not just the face of ImageQuest, but the IT services landscape in Nashville; and the ripple effects have been felt across the industry.
It has not been a simple journey, and certainly not one without its share of sleepless nights and heartache. Along the way, however, Milton and his team learned how to talk to clients in simple terms about the importance of a properly implemented and managed technology infrastructure. According to Milton, it’s that simple approach to dealing with clients, and speaking to them in plain English about even the most complex systems and services that has garnered so much success for ImageQuest.
Milton explains how he has taken a simple concept of service excellence and parlayed that into a successful client acquisition and retention strategy. He calls it White Glove Service, and it is clearly on display in all of ImageQuest’s communication media, including their newly re-launched company website (http://www.myimagequest.com).
Here’s an explanation from Milton:
At ImageQuest, we know that offering the best technology and backing it up with best-in-class service and support does not magically solve all of our clients’ unique technology problems. When we listen - and I mean really listen to our clients - they tell us they want three things. Reliability, Predictability and Accountability. And what separates ImageQuest from other very good IT service providers is our ability to understand and deliver on these three important things. We call this white glove service.
We define white glove service as an experience where customers are amazed at how we can consistently provide the highest level and quality of service in each and every interaction. At ImageQuest, we believe that the small things have a big impact. Whether it’s a personal phone call or an engineer taking a few extra minutes to clearly explain a problem, we want to show our clients that their business is important to us. White glove service is not simply meeting the needs of our customers today, but anticipating our customers' future needs and solving them.
For nearly all of our clients, technology simply supports what they do; it has no inherent value in and of itself. Knowing that, it has to be as reliable as electricity or any other modern utility. When it is down, everyone knows, and when it is working no one thinks about it. At ImageQuest, we take IT off of our clients' hands altogether. Partnering with ImageQuest allows our clients to manage their businesses without losing sleep over technology.
Predictability is all about cost. At ImageQuest, we are about providing the technology services our customers want and need - at the right price. A simple flat-fee, per employee monthly pricing means no surprise invoices or charges. Our clients can accurately budget for their monthly and annual IT support costs - even as their businesses grow.
Our clients know that ImageQuest provides them “one throat to choke,” or “one back to slap.” You name the problem and ImageQuest will own it until it is resolved. Customers don’t want ambiguity and they don’t like to be out of the loop. We provide them a single point of contact to manage any issue through to resolution, and that is accountability.
What does white glove service really mean to our customers? It means that whether they are working from their office, from their home, or on the road, they can securely and quickly get to their data and the other systems they need to work. It means that when they need support, they can call our help desk any time of the day or night and get assistance from a member of our support team. It means we will lead them through the ever changing IT landscape. And it means that we are their trusted partner, not just an IT vendor.
Milton and his team have successfully pivoted from an office equipment dealership offering IT services to a full-blown Managed IT Services company. Today ImageQuest is a pioneer of Managed IT Services. The company is on pace to grow their total revenue by over 20% for the fifth consecutive year, and over 75% of total annual revenue is now IT managed services related revenue. ImageQuest is setting a shining example of how to serve clients profitably in an industry that is trying very hard to stay relevant to their core clients.