This IT firm uses a personality test to match technicians with clients

Every managed service provider pretty much offers the same services: remote support, onsite support, virus and malware detection, disaster recovery — the usual suspects.
As Pegasus Technologies Marketing Director Dennis Kent says, “It’s all on the buffet. We all do it.”
But Pegasus goes about executing those services an eensy-weensy bit differently. Four years ago, the Kennett Square-based IT company developed an OkCupid-esque personality test program they call Match-IT.
“Every technician we bring on, every manager, we profile them personality-wise,” said Kent. “It’s about 35 questions that get an idea of who they are away from the tech side.”
Whenever Pegasus brings on a new client, they ask them to do the same thing. Then, Pegasus hand crafts the client a team of five technicians that match their company culture best. Pulling from their 26-person employee pool, Pegasus supplies clients with one CIO, an account owner, a technical manager and two technicians.
“Most MSPs, when you call up and say ‘I’ve got a server that’s down,’ or ‘I can’t get to my mail,’ they look up and say, ‘Who’s the next available tech? Who’s not busy?'” said Kent. “We feel if you get along with the people you’re dealing with on a regular basis, you’re going to do better business that way.”
It makes sense. Building custom teams of technicians that best suit each client’s company culture — technicians that can get familiar with their clients’ networks inside out — cuts down on time and money that would otherwise be spent on a new technician learning the ropes of each clients’ system.
Plus, the Match-IT program creates rapport.
“Any technician can go out and fix the computer and make it work perfectly,” said Kent. “But if they’re on the phone the whole time, rude to the client, leaving a mess when they leave — yeah, the machine works, but is that customer satisfied? No.”
And, chances are, that dissatisfied client is now on the lookout for a new MSP. Match-IT removes the mystery and risk involved with a blind date and opts for hooking each client up with the candidates that best fit their needs.
Kind of romantic, right?
“We’re humans. We like to have fun like everybody else,” said Kent. “We’re serious about our work, but we have fun when we can.”