How Start Tech achieved 400% ROI and 100% customer satisfaction with Exclaimer

Start Tech, a well-respected Managed Service Provider (MSP) based in Shropshire, England, was looking for a fresh way to enhance their operational efficiency and improve their client experience. 

By bundling Exclaimer's email signature management platform with any Microsoft 365 deployments, Start Tech achieved significant improvements in workflow efficiency, client engagement, and strategic upselling.  

At a glance 

With over 20 years of experience, Start Tech is a leading UK MSP known for their commitment to customer support in IT and telecoms. Amid rising competition, they distinguish themselves by providing top-tier Managed IT Support and Business Telephone Systems to customers across the country.  

However, Start Tech had yet to find an effective way to tackle the challenge of managing their clients' email signatures. As their customer base expanded, manually handling these signatures became more time-consuming. Too many challenges would arise such as inconsistent image sizes and having to update signatures on multiple machines, taking up a lot of time and resources. 

The challenge: Tackling repetitive workloads 

As a Managed Service Provider, Start Tech must handle multiple client accounts, each with their own unique branding and signature requirements. Manually updating these signatures for every new employee or change in branding became a tedious task that took up valuable time and resources. 

As Josh Upton, Service Desk Manager at Start Tech, explained:  

"Managing email signatures for our clients was a real hassle before we teamed up with Exclaimer. We had a tough time getting them right and keeping them updated, especially when customers wanted to change something like a banner. This inefficiency messed with our support metrics, like the mean time to resolution. Even though the tasks themselves weren’t technically challenging, they ate up a lot of time and threw off our performance stats." 

Ian Groves, Managing Director at Start Tech, agreed: 

"Our customers expect more from us than just answering the phone and fixing problems. They want us to handle everything, make decisions on the best tools to use, and manage their IT setup without needing their input. So, we need the best solutions in our tech stack to cover all their needs. And with our support team under a lot of pressure to complete what should be a simple task, my first thought was that we needed a solution to automate this." 

The solution: The perfect fit with Exclaimer 

Start Tech is very selective about the solutions they offer to their customers, choosing only those that genuinely impress them. From vendor reputation and feature set to security credentials and implementation, they need to assess which third-party service providers offer the most value to their portfolio and revenue stream while keeping added costs minimal. That’s why Exclaimer was a perfect fit for their business. 

From the start, Exclaimer reduced the support team's workload by streamlining email signature management, saving time and resources. Any tickets raised for signature updates would get resolved quickly, saving Josh and his team hours of time when compared to how they'd done things previously.  

Some clients could self-manage their signatures more easily, while those managed by Start Tech benefited from automatic updates for job titles, numbers, and roles based on their contact details in Microsoft 365. New customer onboarding no longer required manual Outlook signature setups, and mobile signatures didn't need separate configuration. 

Josh noted: 

"Updating logos and banners now takes minutes with Exclaimer. With features like department-specific signatures, custom attributes, and conditional visibility, plus different signatures for internal and external use, end users can be confident their signatures are just right. This is especially true for our long-time clients.

"Exclaimer has truly been a game changer for us when it comes to enhancing our client relationships. Updating an email signature for a client now takes about 12 minutes, and smaller tweaks under six minutes from start to finish. Plus, our Service Desk Team spends about 90% less time on these updates."

Seeing its impact, Start Tech started including Exclaimer in their standard package for new clients, with options to upsell extra features during business reviews. This approach allowed Start Tech's sales teams to demonstrate the Exclaimer platform's capabilities beyond just standardizing email signatures, highlighting additional value for clients and encouraging upgrades. 

The results: Streamlined operations, 100% customer satisfaction 

Exclaimer has had a significant and clear impact on Start Tech's operations. Now, over 80% of their clients benefit from Exclaimer's features, as it’s part of their standard service package. Over time, they've been upgrading their legacy clients to a package that includes Exclaimer whenever they renew their contracts. 

This widespread adoption highlights Exclaimer's reliability and easy integration with Microsoft 365, leading to 100% customer satisfaction and no service complaints about signature management. 

Integrating Exclaimer into Start Tech's offerings has streamlined operations and created new revenue opportunities. Using Exclaimer's features, Start Tech has boosted their revenue, achieving a 300-400% ROI compared to the initial cost of the solution. 

The Exclaimer advantage for MSPs 

Through streamlined operations, significant ROI, and satisfied clients, Exclaimer is now a key part of the services offered by Start Tech. 

This partnership clearly shows the value Exclaimer can bring to any MSPs looking to enhance their tech stack. As Start Tech continues to grow, they can depend on Exclaimer's innovative solution to help improve their service quality and surpass customer expectations. 

Are you looking to enhance your tech stack and add more value for your customers? Learn more about partnering with Exclaimer and discover the benefits we can bring to your business.