Foundation of Customer Service
Millennium have a focus on customer service and feel that Pulseway is fundamental in providing the level of service they want to be known for, as Michael Famighetti explains, “One of my biggest selling phrases are, "We're there like we own your business," because I treat your business like it's my business. Because if you go down, I go down, and if something happens to you, it happens to me.”” The Pulseway Mobile App helps with this “if something goes down, the app is letting me know immediately and as “A lot of clients don’t want you on the job site because it disrupts their business, this ability to know what is happening combined with remote access means I can adjust or repair an issue from almost anywhere. It’s great for them, and it’s great for us!”
His philosophy is that a key part of the IT business is trust and building that relationship will lead to good word of mouth referrals. Pulseway helps him build this trust “We utilize Pulseway in every way, shape, and form because of the fact that we love that we know what's going on, as or before it happens.”
In addition to the advantage of knowing of any immediate issues, Pulseway also lets Millennium proactively monitor their customers to warn them of potential future issues and how they could be avoided and it is this service that allows them to build trust and be a valuable partner to their clients.
Millennium offer managed anti-virus services based on Kaspersky and Webroot which is available as a fully integrated component of the Pulseway platform. They can be instantly alerted to any issues. “I can be on the road, and I got the app from Pulseway. I just go right through it and say, "Okay, this is what's going on. How do you want to proceed?" You look at that and say, "Okay, let me investigate and see what this file is and what it's done already." You're ahead of the game.”
This is a huge improvement on their previous security software - they were not getting any notifications and so did not have the visibility they have with Pulseway. With the level of notification from the Pulseway platform, they can offer the same high level of service as they do with their other services.
Mike feels that this is more than just an add-on product but something more, “your competitors are more focused on the workings of the computer than the security but Pulseway are more into security - I mean, you guys do give a 50/50 balance, and it's amazing how it works because everything's at the touch of a button, and about letting me know what's happening before it happens.
Pulseway has created its MSP toolkit which contains a variety of marketing and business resources designed to help MSPs position and market their services. Millennium make use of these resources, particularly the brochure templates as they find them a valuable sales tool for their security services. “We can make them ourself, we're busy, we ain't got the time. It's great that you have all of that stuff incorporated in your site, that we're able to just grab that, just change the header on it and put it out there and sell it. It's great you guys have that, and that keeps us floating.”
Millennium also rate Pulseway’s support very highly and their interactions with their Customer Success Manager, “It's a good feeling to have when you know that somebody is going to be there for you when stuff goes down. He gives us the greatest help that you could possibly get from a company, and the support is everything behind a company. The same support that I give my clients is the same support that you guys give us.”
About Millennium IT Services
With a pedigree stretching back over 15 years, Millennium IT Services has existed in its present form for about 6 years. Previously established as a storefront computer repair business, the company transitioned to becoming a B2B IT support business because of customer demand. Millennium IT Services provides IT support services to small businesses such as restaurants, law firms, doctor’s offices and warehouse companies that rely on computers to run their business in the Long Island, NY area.
In 2019 Millennium were not satisfied with the functionality and level of support they were getting from their previous support software provider and started looking “for something that was better.” “They found Pulseway online “and took a chance, and it's the best chance we ever took.”
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