Integrity Doctors clients were not equipped or willing to do their own website updates. Bottom line: IT Director Joel Nelson did not have time to take on the tasks nor the budget to hire a person to do just that.
The whole story:
Joel is a one-man tech team within Integrity Doctors, and there is a lot of responsibility that falls under his purview. He knew that if he was going to be able to contribute to the company’s growth, he had to figure out a cost-efficient way to provide web support to their clients.
It was becoming increasingly clear that clients wanted Integrity Doctors to be responsible for website updates. Their inability to provide this service was beginning to impact their bottom line.
Then someone recommended Joel take a look at GoWP.
“I immediately looked into it and saw the answer,” Joel recalls. “This solves the problem of clients having to do their own edits and with the white label we can just invisibly funnel all update requests to the GoWP team. At the same time we are able to promote to our clients that after years of not offering website updates, we’re back in the business of doing it.”
The next problem became how they would roll this out to their current clients. The new service would of course be an upgrade and with that, a higher monthly cost for the client. Would they be willing to adopt?
GoWP’s team of 24/7 happiness engineers was the perfect solution for Integrity Doctors. The GoWP team takes care of all the content edits and updates requested by clients and Joel is able to focus on the more important IT needs of the company as a whole.
Because of the services offered in their new, more well-rounded website package, getting clients on board was not as much of a challenge as expected.
The whole story:
“Even when we weren’t offering content updates as part of our service, I was still the front line of client support,” Joel says. “I got a ton of emails just asking how to do things within the WP dashboard or troubleshooting issues. It was eating up a lot of my time.”
Now those emails are diverted directly to the white label inbox and fielded by the GoWP experts. And clients are very pleasantly surprised.
Whereas before when a client would ask how to update content in the WP dashboard they’d get instructions or suggestions, they now receive a friendly, “I’ve gone ahead and taken care of that update for you!” response from the support team.
Having these daily disruptions off his plate has allowed Joel to focus on the overall wellbeing of the company’s technical needs.
“Having the support of GoWP means I’m not just trying to stay afloat with the daily emails flooding in. It has allowed me to do more focused work like taking inventory of our systems and improving our company database,” Joel says. “Fewer interruptions means I’ve been able to do an exhaustive study on our current processes and take the time to envision new ways to improve them.”
And getting customers to adopt the new service was a breeze.
They rolled out the service with a packaged offer which included premium site design templates, better hosting services and, of course, managed support.
There were the early adopters who signed up immediately upon hearing the announcement. This cohort allowed Joel to test the new offerings and make sure everything ran smoothly and that clients were happy.
Spoiler: Everything worked great and clients were elated with the new ask-and-you-shall-receive site support.
Within a few months they were ready to rollout to all current clients. This meant that clients were required to upgrade or find services elsewhere.
“Of course there can be growing pains with any major change like this,” Joel says. “But the impact was significantly less than we were anticipating.”
In fact, nearly all current clients signed on for the new and improved web package.
Turns out, offering 24/7 WordPress support was exactly what their clients wanted all along.