Archive - MSP RSS Feed

How to Win the MSP Service Delivery Trifecta: Efficient, Effective, and Consistent

venn3Quick!  What’s the first adjective that comes to mind to describe excellence in MSP services delivery?

If you’re a client, the word could be ‘effective.’  Effective service delivery means that you are getting your desired result.  If your MSP delivers services effectively, you’re a happy camper.

If you’re the IT technician, the word might be ‘consistent.’   Consistency measures the regularity of the use of resources to reach a stated end.  So processes that are consistent (and predictable) make life sweeter when you’re the one driving the IT dashboard.

As an MSP owner, you might say ‘efficient.’  Since efficiency indicates how well you use resources, more efficient services delivery usually means more profit at the end of the day.

Of course, since you’re not a one-dimensional cardboard character, you know you need all three for real, sustainable success as an MSP.  How do you win the trifecta of effective, efficient and consistent service delivery?
Continue Reading…

Straight Talk and Tough Love: Building Trust with Your Clients

MSP Client Communication Best Practices
As with any relationship, it takes hard work and dedication to keep MSPs and their clients aligned and in synch.  The worst situation is when you believe everything is fine, but you find out too late that there has been a fundamental misunderstanding.  Maybe your client won’t dramatically throw a drink in your face in front of a restaurant full of people,  but it will still sting if a client walks out the door and moves on to another MSP.

So what should you do to avoid this fate?  You can find guidance in rules that govern any type of relationship.

Continue Reading…

Five Commons Sense Fails for Onboarding New Clients

Strategic Onboarding for MSPs

I was talking to an MSP the other day about onboarding.  He had thought long and hard on how to optimize his onboarding practices, incorporating current best practices and expert recommendations.  He had developed a robust onboarding plan, with checklists and documented timelines. He leveraged this process both as a selling device to instill confidence with prospects, and as a client management device to streamline the first critical steps in a client engagement.

Despite all that hard work, however, he had overlooked several critical onboarding considerations that could result in even more satisfied clients, less client churn, and, perhaps most importantly, stronger margins.

Why did this smart, up-to-date managed services professional miss these opportunities?  He had fallen sway to common sense ideas about onboarding that, while not exactly wrong, aren’t totally right.

Continue Reading…

8 Ways MSPs Increase Profits by Eliminating Unplanned Work


As you manage your MSP business, it’s vital to minimize unplanned and unexpected work, especially if they result in unpaid work.

You can’t price your services profitably unless you can confidently estimate the staff resources required to meet your contracted obligations. Any unexpected client work directly impacts your bottom line for the worse.

So, how do you protect your business from hidden gotchas or last-minute snafus?

Here are eight steps most often cited by highly profitable MSPs:

Continue Reading…

Top 4 Ways MSPs Can Take Advantage of Growth Opportunities in 2015

service tiers

Three recent studies underline how 2015 is shaping up to be a great year for MSPs in the U.S.

SunTrust Banks’ annual Business Pulse Survey showed that 78% of small- and 84% of mid-sized U.S. businesses are prepped for growth this year. In fact, automating business processes and investing in technology and facilities were among the top projects noted to support this growth (especially for smaller companies).

The eighth-annual American Express/CFO Research Global Business and Spending Monitor reported similar U.S. business growth outlooks, with 35% of the U.S. respondents citing insufficient in-house IT staff and expertise to support this growth.

Finally, the CompTIA study, Enabling SMBs with Technology, found that more than two-thirds of companies surveyed have outsourced IT services in the past 12 months, with 90% somewhat or very familiar with the managed service provider concept.

So, how can MSPs best leverage the opportunity created by business growth expectations, an IT staffing crunch, and increased awareness of the value of managed services?
Continue Reading…

Step Up to the Plate with Security Services in 2015

Home Plate Img

It’s no surprise that security was the No. 1 SMB concern among respondents surveyed for the recent CompTIA study, Enabling SMBs with Technology. As the report states, “Security is quickly becoming a top priority for all businesses as breaches occur more frequently and carry more serious repercussions.”

Comprehensive security management is no longer a nice-to-have. It’s a basic requirement to make sure a company’s systems and data are protected not only from malicious agents, but also from human error, oversight and procrastination. The risks are just too high. Over half of small businesses go out of business within six months of a security breachsince they don’t have the resources of a Global 2000 company to weather the repercussions.

Continue Reading…

Why Mobility Management Matters to MSPs’ Customers

As an MSP, does the following scenario sound familiar to you?

A customer (say a small financial institution) calls you to report that one their employees lost a tablet that was used to access sensitive customer information. They are unsure if that information is protected and are now worried about the repercussions if that information is compromised. HELP!

This is a fairly common scenario owing to the proliferation of mobile devices at workplaces. These are powerful computing devices that need management. In this post, let’s discuss the mobility trend and why mobility management is important for Small and Medium-sized Businesses (SMBs)–the typical customers of an MSP.

Continue Reading…

MSP Pricing Survey – 10 Tips for Higher Growth

The fourth annual Kaseya MSP pricing survey attracted almost 700 responses from MSPs around the world. The 2014 survey included questions on a broad set of topics including demographics, growth rates, services offered, pricing strategies, the prices charged for a variety of services, and price revision plans for 2015. We’ve described many of the findings in our series of MSP Pricing Survey blog posts over the past several weeks.

Based on the survey results, other market research, and conversations with leading MSP luminaries and advisors, here is a list of 10 tips for MSPs who would like to grow faster:

  1. Position a small number of service bundles/tiers with increasing levels of capability. SMB customers want more comprehensive services and see strong value in attractively priced bundled managed services.

  2. MSP-Pricing.ig.1
    Continue Reading…

MSP Pricing Survey – Pricing Managed Services

First Determine Your Target

Before pricing any service it’s important to determine the needs of your target market. Smaller companies have lower revenues in general and are constrained in their ability to fund expensive services. They look for low priced offerings providing basic levels of support. Nevertheless, all businesses are interested in getting the best value for their investments (read largest ROI) and most will favor higher value, versus a lower price, if the value price fits within their budgetary constraints.

If every client wanted the same outcome you’d expect price ranges for more popular managed services to be fairly narrow, but in reality, they’re not. Consider the prices charged by respondents to the 2014 Kaseya MSP Pricing Survey for desktop support – see chart below. The chart shows the average desktop device support and maintenance charge per month achieved by the survey respondents. The results shown compare responses from MSPs who’s monthly recurring revenue (MRR) had grown at greater than 10% per annum to those who grew their MRRs at less than 10%. As you can see the range of prices is quite wide, reflecting the different value perceived by different customer segments in different locations.


Continue Reading…

MSP Pricing Survey – Mobile Market Expectations

Are MSPs ready for the mobile management market explosion?

When it comes to mobile device and bring your own device (BYOD) management results from the 2014 MSP Pricing Survey suggest mixed opinions among Kaseya’s MSP customer base. On the one hand, almost half (48%) of the survey respondents have yet to offer Mobile Device Management (MDM) services. On the other hand, those that are offering MDM or BYOD services for a fee are obtaining between $2 and $15+ per device per month. For those who have found a market for these services the revenue opportunities are considerable. Over 25% offering MDM services and over 30% offering BYOD-related services are able to charge over $5 per device per month. 5% of the MDM service providers and 10% of the BYOD providers are charging more than $15 per device per month.


In 2014 the number of mobile devices grew to exceed the total population of the planet! This includes approximately 2 billion smartphones. Of course, the mere existence of mobile devices does not necessarily translate into a need for mobile device management – particularly among the small and medium businesses (SMBs), who are the primary recipients of MSPs’ managed service offerings. Yet when we asked SMBs about their use of managed services for mobile device and BYOD management about 26% indicated that they were already using such services and a further 31% indicated that they were planning to do so – see chart below.

Continue Reading…

Page 1 of 512345»