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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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How to Build More Profitable Client Relationships

Posted by Courtney Swift on August 8, 2017

How to Build More Profitable Client Relationships

Relationship building is a key component to any successful business, and this is especially true for managed services providers (MSPs). You’re in a services business, which means that your clients depend on you to maintain and take care of their IT infrastructures. Not only does this put a lot of pressure on you, but your clients need to feel that they can trust you—and properly cultivating client relationships is the only way you can achieve that.

From prospect, to onboarding, to customer, there are a few ways your MSP business can be effective when building profitable customer relationships. Let’s take a look at the top three:

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Topics: Business Development and Growth, Customer Service, Client Acquisition and Management

5 IT Certifications to Equip Your Techs with this Year

Posted by Brandon Garcin on June 15, 2017

5 IT Certifications to Equip Your Techs with this Year

Given how constantly technology changes, managed services providers (MSPs) must be lifelong learners. On one side, you learn to identify client needs and how best to support them, and in so doing, gain their trust to create a long-lasting business relationship.

But there’s more to being an MSP. Do you know how to stay on top of new demands in high technology to maintain the awesome customer service and support you already provide to your clients? You can optimize service delivery by making sure your technicians constantly learn new skills and gain new IT certifications. By doing this, they'll be even more of an asset to your company.

With so many certifications out there, we thought we would shorten the list and give you the top five to target in order to grow your MSP business in 2017.

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Topics: Business Development and Growth, Help Desk, Customer Service

Client Retention Best Practices for Managed Services Providers

Posted by Lily Teplow on February 14, 2017


Happy Valentine’s Day, folks! It’s that time of year when love is in the air and certain relationships are at the forefront of everyone’s mind. But before you start considering buying roses by the dozen or stopping by the chocolate store on your way home, there are some relationships you should attend to before leaving the office – your client relationships. Client retention is something that you should be focused on throughout the entire year. Making your clients happy is all about aligning the value of your products and services to your clients’ business priorities and ensuring that you’re delivering on – and even exceeding – your promises. But how exactly can you “show the love” to your clients this year?

On a recent episode of MSP Radio, our hosts sat down with Dee Zepf, VP of Partner Success at Continuum, to chat about how MSPs can implement strategies and processes that ensure you're keeping clients happy, uncovering their issues and improving client retention rates.

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Topics: Business Development and Growth, Customer Service, Podcast

Three Ways MSPs Can Demonstrate Value to Existing Customers: The Weekly Byte [VIDEO]

Posted by Brandon Garcin on February 13, 2017

The Weekly Byte Episode 42

There’s no denying the importance of effectively demonstrating the value of your services to prospects—but what about existing customers? In this episode of The Weekly Byte, we dive into three ways you can show your value and stay top-of-mind with clients who are already purchasing from you. Tune in now to learn more!

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Topics: Sales and Marketing, Customer Service, The Weekly Byte

From Ants in Your Scanner to Printer Troubleshooting: How Our Help Desk Absorbs Daily Customer Support

Posted by Mary McCoy on September 6, 2016

Are your technicians on call around the clock, working nights, weekends and holidays? Are they forced to field tickets that are a waste of their valuable time and talents? You know which ones I'm talking about: password resets, new user set-ups and even the occasional printer troubleshoot. Fortunately, our partners don't have to sweat these low value, time-consuming tasks. With Level 1 and 2 support available during business hours, after hours, or with 24x7 coverage, our U.S.-based Help Desk and its 190+ certified technicians absorb all of these demands. 

But just what kind of requests have they freed our MSP partners from having to handle in-house? We asked a few of our Help Desk technicians to recount some of their more memorable client tickets for your reading pleasure. Here are 5 tedious and mundane tasks our Help Desk took off partners' hands last month:

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Topics: Help Desk, Customer Service

4 Overlooked But Proven Methods for Nailing Your Next Quarterly Business Review (QBR)

Posted by Jaq Baldwin on September 1, 2016

When done right, quarterly business reviews (QBRs) provide you the opportunity to demonstrate the value of your managed IT services, advise and upsell clients on new or unused technology and support, assess overall client satisfaction and more. But before you even meet with clients, you need to put together a game plan for how you'll conduct your QBRs. Otherwise, this sometimes rare opportunity to reconnect with customers and strengthen existing relationships can deteriorate into the kind of "kicking the tires" conversation that's a waste of everyone's time. To prevent this and get the most out of your next round of business reviews, here are four often overlooked essentials that I've had success with in my own experience as an MSP.

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Topics: Business Development and Growth, Revenue Growth and Profitability, Customer Service

Why You Need to Offer 24x7x365 IT Support

Posted by Jaq Baldwin on August 10, 2016

If you're an MSP and you’re not providing 24x7x365 IT support, you're cheating your clients out of services they really need to keep their businesses afloat and stay productive.

Still, many MSPs only offer 9am-5pm Monday-Friday coverage over round-the-clock managed IT services. Why? More often than not, MSPs favor extending the support window, but simply don’t have the bandwidth or internal resources needed. Rather than stretch yourself and your technicians thin, you’re forced into only providing coverage during normal week day business hours.

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Topics: Remote Monitoring and Management, Help Desk, Customer Service

Top 3 Onboarding Pitfalls to Avoid

Posted by Michael Lannon on July 14, 2016

Sometimes the smallest changes have the biggest impact. This is especially true when it comes to your client onboarding program. I’ve personally noticed it’s possible to reduce churn simply by standardizing an email address and signature, or adding an extra qualifying stage. Below are the top three onboarding pitfalls I’ve recognized throughout the years and how to avoid them.

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Topics: Business Development and Growth, Customer Service, Client Acquisition and Management

10 Mistakes to Avoid with Your MSP Service Delivery

Posted by Charles Love on June 30, 2016

When it comes to IT service delivery there is a lot that can either go right or wrong. An optimal client experience can increase retention rates and the average lifetime value of a customer. One single negative client experience, however, can send customers into the arms of your fiercest competitor. So how can we prevent this from happening? How can you create a culture of client satisfaction for your whole MSP operation and enhance service delivery? Eschewing these 10 common pitfalls is a start...

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Topics: Revenue Growth and Profitability, Customer Service

Client Onboarding Tips for a Successful and Seamless Transition

Posted by Michael Lannon on June 16, 2016

When acquiring a new client, the first 90 days is the most crucial period in ensuring their success with your managed IT services. Communication, support, and training during this time will set the tone for a successful and rewarding relationship and help drive future opportunities. However, without a solid onboarding foundation you risk confusing and even losing that new client. Here are a few things I’ve learned to help you create a successful onboarding program.

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Topics: Sales and Marketing, Customer Service, Client Acquisition and Management

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