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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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3 Steps to Boosting Client Acquisition and Management

Posted September 22, 2017by Richard Hatfield

3 Steps to Boosting Client Acquisition and Management

As an account executive at a growing IT services business, it can be hard to define a great end-to-end sales process for your business, especially when no client or prospect is ever the same. Acquiring and retaining new clients can help your business achieve higher levels of revenue and profitability, but what happens when you hit a standstill? What can you do when you’re left wondering “how can I better sell my IT services, reduce churn, and grow my business?

These are challenges almost every managed services business has faced, but it’s exactly why I’ve created a four-step plan that helps MSPs sell with ease and streamline their operations for lasting growth. So, without further ado, here is my four-step plan that will help you set the right expectations for clients, optimize your operations and achieve higher levels of client retention and satisfaction.

1. Align Your Buyer and Seller Expectations

Just like how you need to understand your client's needs and expectations, clients need to understand your workflow and what they can expect from you. The first step in doing so is to communicate how your solution aligns with their needs or solves their problems.

Next, you need to hold up your end of the deal by ensuring that every interaction you have with your clients reemphasizes the value you can bring to their business. Many MSPs struggle with this or have had their fair share of “trouble” clients, but this is often because they’ve failed to deliver on a promise that was poorly communicated via disparate tools. If the tools or technology you’re using are holding you back, it can create inconsistencies in your sales or onboarding process, which can lead to broken promises and make it harder to bring in new revenue.

Instead, you can leverage smart automation technology to boost company-wide transparency so that you, your team, and your clients are always on the same page. For example, a shared team inbox allows all client-related information and communications to be stored for anyone on the team to access. Having this information at your fingertips helps you avoid breaking promises and enables your team to be in the know of which expectations need to be upheld—resulting in longer, more profitable client relationships.

2. Eliminate Inconsistencies

Properly acquiring and managing clients means leading them down a path towards trusting in your business and services. But let’s face it: there are bumps in every road, so here are a few tips that can help you smooth things out on your end.

One of the best ways to eliminate your business’ inconsistencies is to implement the least amount of tools to run your business as you possibly can. Why? Because using several tools can end up being like a game of telephone. You’re trying to send a message via five different people, causing things to get lost in translation. By eliminating the messengers (or in this case, the unnecessary tools) the message stays the same for both you and your client.

However, this doesn’t mean that you need to settle for a stand-alone platform that seems to be built for the enterprise level clientele. There are tools that can help you manage your sales process and clients—from lead to revenue—so that you’re not wasting time on cumbersome, outdated tools. 

3. Track Everything for Greater Profits

The end goal for all service professionals should be to delight your clients for long-term growth. But this can’t happen unless you’re willing to streamline your workflows with smart automation technology. Why? Because with every tool you add on top of your business, your inconsistencies will only grow.

Simply put: when your business isn’t streamlined, things can be missed. With a smart automation platform, you’ll be able to track the time you spend doing client work and even get notified if something important came in or was going off track. Just think how happier your potential and existing clients will be once you have a more efficient workflow in place that’s built for success and makes life easier for them too!

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Richard Hatfield is a Solutions Engineer at Accelo.

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