"My technology is much too 'noisy,' which amounts to costlier, inefficient service delivery."
"My staff can't support additional new clients and I can't afford (or find) qualified talent."
"I'm not sure how to organize my team if I partner with a third-party Network Operations Center (NOC)."
No matter the size or scope of their business, MSPs' inner monologues typically center around any or all of these three legitimate financial and operational concerns. Frustratingly enough, there hasn't been one go-to piece of content designed to guide you through the staffing and profitability dilemma that's holding you back from achieving real, manageable growth. Until now.
To help you improve organizational performance and expand your managed IT services operation, we've published a new interactive eBook that's designed to fuel business growth: Scaling for Success: The MSP Guide to Operational Efficiency.
This eBook helps service providers and tech leaders reduce the costs of "noisy" technology and reactive service delivery, organize teams to maximize professional development and technician retention and support incoming business long into the future. With an interactive experience that allows you to navigate between the three common challenges listed above, Scaling for Success serves as a managed IT services business model you can begin implementing today. Preview it now by reading this special sneak peek, offering an introduction into technology's role in improving operational efficiency:
Traditional MSP models produce a lot of data. Alerts and tickets hit technicians’ plates like a never-ending stream, but so much of it is just “noise”—irrelevant or unusable data that’s produced as part of the day-to-day functions and processes that MSPs are responsible for.
For example, imagine an issue with a Microsoft® Exchange server. There could be multiple reasons why the issue is occurring, and a traditional remote monitoring and management (RMM) platform is creating tickets for each of them. It’s the equivalent of diagnosing only symptoms, rather than understanding the root cause of the problem. So instead of the RMM platform relaying the information needed to solve the problem, technicians must sift through five or six tickets, one by one, to hypothesize the best course of action until the root cause is discovered.
As MSPs take on more and more clients, they end up drowning in data, yet are starved for information, and waste their staff’s time (an expensive cost) parsing the tickets that matter from those that do not. This process results in higher labor costs year over year and a vast misuse of skill in talented techs that are capable of much more than just sifting through data. The result is that service delivery is slower, costlier and increasingly inefficient as MSP operations scale, and the only solution is to hire more staff to perform the same ineffective task just to meet demand. This stunts growth and cuts into margins that would otherwise be higher, and it’s easy to hit a wall where adding new clients may not be financially viable due to operational inefficiency from a noisy IT platform. And as an MSP business grows, it only becomes more difficult to service new and larger clients. Naturally, the business owner wants to go after the big fish in the market, but if the solution stack in place is too noisy and inefficient, the MSP won’t be able to consistently provide the same level of service needed to keep those clients happy.
To continue reading, download Scaling for Success here.
But why might you need to revisit your current IT management strategy?
Ask yourself the following questions:
- How do you hire to meet current demand?
- How do you prepare to add endpoints?
- Can you maintain enough positive cash flow to ramp up operations to expand and grow?
- What happens if you can’t meet your SLAs?
- Do you have the right skillsets in place?
- Can you meet the compliance requirements of new clients?
- Is your platform adequately secure?
- Does your technology actually make work easier?
If you answered "no" or "I'm not sure" for any of the above, it's time for a change. The most successful MSPs are those that regularly re-evaluate their offerings, partnerships and their industry in order to deliver the highest-value, smartest and most profitable services possible to their clients.
Are you or any members of your team running on empty? It's time to get proactive and embrace a new business model that empowers your MSP operation to scale as you grow. Create a more valuable work environment and deliver unmatched service delivery by downloading Scaling for Success below!
By Gretchen Hoffman
By Paula Griffin