News | November 12, 2013

Client Heartbeat Partners With The ASCII Group To Deliver Customer Retention Tool To ASCII Members

The ASCII Group, a membership-based community of independent MSPs, VARs and Solution Providers, is pleased to announce a partnership with Client Heartbeat, an easy to use customer retention tool that surveys clients and measures satisfaction, while delivering powerful, intelligent data that can be used to identify those that are 'at risk'. The partnership will provide the ASCII community with access to the business intelligence monitoring tool.

Client Heartbeat delivers automated surveys at regular intervals that MSPs can use to track customer fulfillment and service performance; responses are then benchmarked against other MSPs of a similar size in their region.  With an impressive participation rate of 60%, Client Heartbeat tracks past client feedback, in combination with industry data, and can identify those customers susceptible of terminating their contracts.

"Our goal is to continually help IT practices improve their operations and discover untapped revenue opportunities. By working with Client Heartbeat, our members can leverage information in retaining customers and avoid potential revenue loss," said Jerry Koutavas, President, The ASCII Group.

“The ASCII Group’s network of events and extensive membership base provides us with the opportunity to develop relationships with IT companies who are already clearly forward thinking, and looking to improve their businesses,” said Gordon Tan, Founder of Client Heartbeat.  “Client Heartbeat provides over 300 IT companies with the best solution to identify unhappy customers, benchmark their performance against peers and monitor customer satisfaction."

The ASCII Group's portfolio of resources includes turnkey programs in operations, sales and marketing and vendor management.

About The ASCII Group, Inc:
The ASCII Group is a vibrant reseller community of independent MSPs, VARs, and other solution providers.  Formed in 1984, ASCII has more than 70 programs that provide turnkey cost-cutting strategies, innovative business building programs, and extensive peer interaction.  ASCII members enjoy benefits such as marketing support; educational information; group purchasing power; increased leverage in the marketplace; and multiple networking opportunities. These programs enable ASCII members to increase revenue, lower operating costs, and grow service opportunities. For more information, visit

About Client Heartbeat:
Client Heartbeat is a simple customer feedback tool for IT service providers and MSPs, that surveys clients, measures satisfaction and identifies those that are ‘at risk’. The tool works by sending personalized, email surveys to clients (and getting industry high response rates of over 60%). Unlike generic survey tools, Client Heartbeat tracks changes in customer satisfaction in combination with industry data, to give intelligence behind the results.  With inbuilt benchmarking features, Client Heartbeat compares satisfaction levels and performance against other companies of similar size and industry. For more information, visit

SOURCE: The ASCII Group, Inc.