Episode 139: Magnet Plus: Leading Ireland's Connectivity Revolution with People-Powered Solutions 🌐

On this week’s AIBF Business Talk, Elaine Carroll, AIBF CEO, chats with Patrick Masterson, Managing Director at Magnet Plus, Ireland’s largest connectivity partner. Three words sum up why Magnet Plus is different: People Powered Connectivity! After operating as AirSpeed and Magnet Networks for over 15 years, they understand the challenges businesses face. 📡

Magnet Plus emerged from the merger of Magnet Networks and AirSpeed, providing connectivity and voice services for over 17 years. Customer experience is crucial, and Magnet Plus invests heavily in this area. They have a cross-functional team of customer experience champions who review transactional surveys, customer satisfaction, NPS, customer effort, and Google reviews. By understanding customer feedback, they continually improve products and services. 🌟

The company’s Customer Champion Program involves cross-functional staff who meet regularly to discuss customer feedback and make necessary adjustments. This feedback loop ensures that customer experiences are constantly improving, contributing to overall business success. Positive customer references are a testament to their efforts. 💼

Patrick emphasises the importance of every team member understanding their role in the customer journey. Magnet Plus celebrates positive feedback and recognises staff achievements, motivating the team to maintain high standards. Hybrid working models have also contributed to a happier, more productive workforce. 🏠

Magnet Plus aims to differentiate itself through exceptional customer experience, providing reliable service and support, especially during crises. Empowering staff and constantly reviewing strategies helps them stay ahead in the evolving telecoms market. Backup solutions are crucial for service continuity. 🔧

The company is transparent about their NPS scores and values both positive and negative feedback. They publish their scores on their website and focus on addressing issues highlighted by customers. Their approach generates customer loyalty and drives business growth. Constructive feedback is essential for continuous improvement. 🔄

Magnet Plus target corporate and SME sectors, offering services like broadband with failover, hosted voice solutions, and robust connectivity for large offices. Their focus is on providing secure, reliable, and cost-effective telecom solutions. 📞

Looking ahead, Magnet Plus plans to grow its corporate market share, expand internationally, and maintain double-digit growth. They stay alert to market opportunities and prioritise partner networks to enhance their services without directly competing in managed IT services. 🌐

Tune in now for some more wonderful insights from Patrick.