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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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5 Ways to Avoid Losing Customers

Posted by Scott Wittstock on April 17, 2018

5 Ways to Avoid Losing Customers

As an MSP, our customers want to know that our high-tech systems are working around the clock to keep their networks secure and up to date. However, this shouldn’t be the only element to our relationships. Customers also need to know that we care about them and we’ll help their business grow by way of supporting their technology. The only way to do this is if we focus on the “relation” in “relationship.”

For some MSPs, customer relationships lack that human connection. If you’re at risk of losing customers because you’ve lost sight of the relationship, here are five ways to win them back and upkeep customer satisfaction.

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Topics: Customer Service, Client Acquisition and Management

What's the Best Way to Reduce Client Churn?

Posted by Lily Teplow on April 5, 2018


Customer satisfaction is the number one way to ensure your continued success as a managed IT services provider (MSP)—and a customer satisfaction survey is one of the best ways to see how you’re performing. The data from a customer survey offers extremely valuable feedback, which you can funnel back into your business to improve your service offering.

However, writing an effective survey that people will actually fill out can be a real challenge. Here are a few tips for getting started.

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

Retention Tips: How to Show Your Clients the Love

Posted by Nicole Hunter Hart on February 14, 2018

Retention Tips: How to Show Your Clients the Love

When it comes to successfully managing client relationships, there are four key principals: making your client feel important to your business, demonstrating you understand their business and needs, helping them succeed in their goals, and lastly, committing to a long lasting, mutually beneficial relationship. These are the core tenets that will assist you in developing more profitable relationships and showing your clients the love!

In the spirit of Valentine’s Day, we’re going to add a bit of hearts and flowers into this post and talk about how you can leverage your value and knowledge of the IT landscape to communicate more efficiently and effectively. Hint: it’s not about getting clients flowers or chocolates, but simply showing them you have their needs taken care of.

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Topics: Customer Service, Client Acquisition and Management

How to Deliver Outstanding Customer Service

Posted by Lily Teplow on December 21, 2017


If you’re going to maintain a steady flow of monthly recurring revenue, you need to build long-lasting business relationships with your customers. Great customer service is key to making this happen, yet many IT service providers struggle in this area. So, how can you take your customer service from just average to word-class?

I recently sat down with Phil Holbrook, Help Desk Technician at Continuum and winner of HDI Steel City's Desktop Support Technician of the Year award, which is given only to those who have gone above and beyond for their company and for their customers. We discussed the importance of customer service and the strategies IT service providers can put into practice to enhance their own customer service levels. Keep reading to discover Phil’s top tips for customer service success!

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Topics: Help Desk, Customer Service

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

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