Success Story: OfficeGrip focuses on customer-first approach to drive growth via Provance ITSM

OfficeGrip maintains a strong focus on offering Microsoft365 managed services, and the company believes in smart and thoughtful standards-based Microsoft365 solutions. As an MSP, OfficeGrip focuses on the Microsoft cloud. The company leverages the latest Microsoft technologies to help small to medium-sized companies in the Netherlands and Belgium grow and get the most out of their ICT environments.

OfficeGrip aims to be the best business partner to its customers. The company strives for 100-percent customer satisfaction by focusing on long-term relationships, understanding the unique needs of its customers’ environments, and by fostering a culture of lifelong learning that ensures its employees are always up to speed on the latest and best technologies.

OfficeGrip knows that the underlying technology it employs is important to supporting its goal of achieving great customer service cost effectively. The company was using an ITSM solution that wasn’t built with the needs of MSPs in mind, and it needed a solution that was far more extensible, flexible, and capable of breaking down informational silos to achieve a 360-degree view of its customers.

Provance ITSM—powered by Microsoft Dynamics 365 and Power Platform—was the solution OfficeGrip chose.

“One of the main challenges of our business is to have the right information, at the right time, available to the right people,” said Jacob Jan van der Steur, CTO at OfficeGrip. “We support almost 500 customers with countless users, which as you can imagine, is a lot of data, history, unique requirements, and relevant info that needs to be known—no matter the reason for contact.”

Because Provance ITSM is infused with the same digital DNA as the Microsoft ecosystem that OfficeGrip depends on and recommends to customers, the company immediately saw how it could leverage internal skill sets and familiar technology to achieve first-rate customer service. Provance ITSM would also enable OfficeGrip to leverage a single multi-tenant platform to gain a 360-degree view of its customers—including sales, support, services, and finance.

“Since implementing Provance ITSM, we’ve been able to leverage the Dynamics 365 platform and Microsoft Dataverse—and we’ve really seen the benefits of consolidated ITSM data and a holistic view of our customers. Our reports are more comprehensive and provide better insights than we’ve ever had before,” added van der Steur.

Provance ITSM leverages Dataverse to provide a single source of truth that ensures employees are working with the latest information. By adopting Provance ITSM, OfficeGrip now quickly and easily retrieves relevant information—including account and support details, services, escalations, SLAs, histories, and more—enabling the company to provide proactive, personalized, and immersive client experiences.

“We want to sit right alongside the customer,” said Stephan de Jong, Sales Manager at OfficeGrip. “We want to know, ‘How can we make things better?’ And then we figure out how to use technology to help them achieve their goals. So, seeing support-related information is paramount to managing long-term relationships with our customers.”

Provance ITSM provides the flexibility of codeless configuration, the ease of out-of-the-box integration with Microsoft technologies, the cost-effectiveness of automation and ticket-templating, and the support of ITIL® best practice processes—all of which combine to keep operational costs low, while still meeting customers’ unique requirements.

“One of the early successes we had with Provance ITSM was to reduce customer frustration by using a self-service portal that leverages Microsoft Azure Active Directory to create single sign-on,” said van der Steur. “Since then, we’ve also leveraged Provance IT Asset Management to improve customer service, which has helped us to understand, optimize, and resolve issues faster.”

De Jong said, “One of the support challenges is to connect the dots between the end user, the licenses, and the devices that are being used, so having asset information has really helped support. But from a sales perspective, we can see the device, the policies set, if they are compliant, the usage trends, and so on, which just makes it easier to manage the customer relationship and understand how we can add value with services or solutions as needed.”

OfficeGrip has tripled in size since implementing Provance ITSM in 2016. So, what’s next on the horizon?

“Artificial Intelligence and virtual agents,” said van der Steur. “To service our customers better and faster, we’ve created a virtual agent, and we’ve just started experimenting using AI to classify and assign tickets through Provance ITSM. This is really the future of ITSM, and we believe that Provance and Microsoft will take us there.”