How do we keep a consistently high level of service? Here, we share the strategy behind our success.
When choosing a Managed Service Provider, service is important.
Every provider promises to deliver a great service, yet many fail to keep that promise. So, how do you find a provider that remains true to their word?
Like most IT providers, we publicise testimonials from happy customers and unfiltered feedback scores. In fact, we publish the previous 12 months’ worth of feedback scores for added transparency.
But we’re also happy to share the strategy behind our consistent service.
While a level of service is never guaranteed, we can publish a full year’s worth of scores because we’re confident that our processes are robust enough to ensure consistency.
“Be wary of a provider that only shows you one good month’s worth of feedback scores. Anyone can have a good month.”
Pete Watson – CEO, Atlas Cloud
So, what’s our secret? It might not be glamourous, but it is effective: Documentation.
Documentation is key delivering a consistent managed IT service. And we’re all over it.
Imagine a Wikipedia of really specific stuff that a company’s operations do. That’s what we have – 1,800+ documents and still going.
Having a knowledge bank like this allows our colleagues to find solutions faster and increases the likelihood of the solution being right first time. If it isn’t right first time, documentation gets updated.
It’s the Atlas Cloud way of working now. When we first introduced it, tickets raised per user reduced by 40%, so there really is no going back for us.
Another often overlooked anomaly when it comes to service consistency is employee churn. Churn is natural, whether through promotion or moving on. It’s no secret that new employees are less experienced, and therefore more likely to encounter error – which is why a solid knowledge bank is so important for consistency.
When you’re next reviewing your managed IT service provider, ask yourself these questions:
January 2026
+87
100%
December 2025
+95
100%
November 2025
+78
100%
October 2025
+85
100%
September 2025
+81
100%
August 2025
+83
100%
July 2025
+88
100%
June 2025
+94
98%
May 2025
+93
98%
April 2025
+93
100%
March 2025
+100
100%
February 2025
+88
100%
Atlas Cloud's Service Desk is staffed by UK-based engineers.
Standard operating hours are 07:00-18:00, Mon-Fri.
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