For managed services providers (MSPs), support and customer service is just as important as the software and tools you’re using—in fact, it might even be more important. Unfortunately, a growing labor shortage and an expanding skills gap have left many service providers unable to find, hire or retain the technical talent needed to support complex SMB environments.
For this reason, many MSPs are turning to third-party providers and vendors who offer NOC, SOC, Help Desk and other services that can expand and augment an IT provider’s existing capabilities. When done correctly, these relationships can help MSPs greatly expand the scope of their services, extend coverage hours and refocus their internal teams toward more strategic projects and work.
In a recent episode of MSP Radio, I had the chance to sit down and discuss this topic with Barb Paluszkiewicz, CEO at CDN Technologies. We talked about how her company has successfully adopted an outsourced model, and today relies on Continuum to provide both software and services that help CDN be successful. Keep reading to learn how Barb uses outsourcing to grow her business and get more out of her team.