Microsoft CRM ISV MTC Ups Service Quality Assurance by Adding Managers and 24/7 Client Access on Services Business Automation Portal

Management Technology Consulting LLC (MTC) has set a new benchmark for customer satisfaction by adding Customer Satisfaction Assurance management layer and implementation of end-to-end state-of-the-art Services Business Management (TotalServ Pro) system sharing all client engagement activity measures and status plus history to Clients 24/7 on MTC’s web portal.

This is truly a masterstroke from MTC which has been figuring out a way to penetrate deep into the Services Business by achieving 100% transparency. Thankfully, its homegrown Services Business Management system “TotalServ Pro” has lived up to every bit of its expectations. Add to that, the newly hired managers have been resourceful in pushing the envelope. 

MTC achieved a leadership position in 2016 on Microsoft’s AppSource app store for Microsoft’s Dynamics 365 / CRM as the provider of the most solutions and the #1 provider of onboarding services to other platform providers moving to the new Microsoft app store.

MTC’s leadership in dedicated engineering services as the #1 provider of Dynamics 365/CRM, CRM web portal, and associated Microsoft technology to end users and Microsoft Partners globally created a challenge to offer the highest level of automated quality and on-time assurance with verification transparency. MTC, now in its 11th year, has completed significant investment for expanded leadership in the next decade to meet increasing levels of services and reliability demanded today and in the future.

A new dedicated Customer Satisfaction Assurance (CSA) management layer is headed by a co-managed team of Rajesh Achanta, the Technical Manager, and Raghuma Reddy, the Functional Business Manager.  The team reports to MTC’s Executive Management. The CSA layer is positioned to integrate the efforts of Client Services Management, Web Properties Management, TotalServ Pro services automation and Gravity Accounting product and implementation management as well as the teams of Project Management and diverse engineering team leads, with the hundreds of clients globally, to manage state-of-the-art services delivery that will consistently exceed customer expectation and anticipate future requirements.

MTC CEO Mr. Darryl Henderson said “MTC had growing pains in the last two years and needed to right some customer satisfaction shortfall that led us to focus on an Uber-ization of real-time transparency of every aspect of services delivery which required 30 man-years of custom solution development and re-thinking MTC’s organizational structure, subsequently adding a 300% increase in top talent and management staff, but it is paying off by demonstrating the planning, scheduling, and execution technologies that visualize assurance. MTC is experiencing renewed customer faith, larger engagements, and rapid growth. The automation solution that came out of it is now a top product and a new revenue stream as well.”

With this, MTC is seemingly all geared up for newer business challenges and ready to take on head-to-head with its competitors.


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