The MSP market is growing at a rapid pace. Staying on top of such a competitive market can be difficult. With things like updates and upgrades to keep up with on a consistent basis, a frequently overwhelming number of tickets to sort through, and the constant quest for a smooth, stable and growing operation, juggling the moving parts of an MSP operation isn’t easy. Here are 7 focal points to consider throughout your practice and in preparation for the wave of MSPs to come.
1) Upgrade
-MSPs can stay on top of the MSP wave by making sure to keep all their tools are up to date. For example, ConnectWise Automate (LabTech) 11 offers more functionality than the previous version 10.5, including a more searchable board, a platform that allows you to test run patches internally prior to implementing them throughout your client base, as well as the ability to look at information and upload/add files without disrupting users.
2) Define your objectives
-Involve your team to provide input about what challenges they are currently facing and what functionality they are looking to get out of the tools that you are using. As issues arise and resolve, maintain a path for open communication throughout your team, so that your interaction with your tool set has the best overall chance to be beneficial. Defining objectives is also an important part of tracking your progress benchmarks.
3) Employ Good Ticketing Practices
-Managing ticket traffic is the backbone function of any MSP operation. Clarify your ticketing process. Consider your ticket assignment system and tech feedback accordingly. Stay educated on more ways to go about creating tickets. Utilize your ticketing tool capabilities to compartmentalize tickets, and keep an eye on your boards. A good structure for managing tickets goes a long way.
4) Stay on Top of Your Plug-Ins
- The practice of defining your objectives lends itself naturally to ensuring that you install what you need. Updating and maintaining your plug-ins for each of your management tools will help to ensure that your MSP’s needs are more specifically met. Research your options, and install only what you need to avoid bogging your operation down by installing only what is important for your individual company needs.
5) Care about Customized Services
- Short and sweet. . . customized services are foundational to customer loyalty, and can provide a smaller MSP with an advantage over larger competing organizations.
6) Ask for Help
-Many MSPs struggle to keep up with frequent upgrades and updates. There are several sources of assistance for MSPs leveraging their tool set, including support directly from software providers, blogs, such as, LabTech Geek, Profit Bricks, Channel Partners, MSPmentor, and SLACK Channel, webinars, online tech forums, peer groups, such as, HTG Peer Groups, MSP Alliance, Comp TIA, and ASCII Group, and consulting services. If there is a way to work through a learning curve in less time, it can save you money to take advantage of available resources.
7) Plan for Growth
-Research firm, Technavio, foresees that the Managed Services market will grow 20% annually through the year 2020. Largely in part to the increased convenience of cloud-based technologies and the more advanced capabilities of RMM tools, like ConnectWise Automate (LabTech), Kaseya, Auvik, and AVG Managed Workplace, MSP growth is expected to be on the incline globally. With all this fantastic fellow MSP growth, plan to stay on top of the of the MSP wave with good operational practices, full utilization of well-equipped tools, and a solid customer focus.