Many MSP owners work countless hours providing exceptional services to clients. While MSPs spend this time on the IT side, sales and marketing operations take a backseat. If you want to grow your MSP business, strike a balance between the technology and business strategy.
Sure, your work is to keep your clients’ systems up and running — that is how you make money. However, do not neglect expanding and maintaining your customer base with revenue-generating initiatives like cross selling and upselling, and other programs that ensure customer retention.
One simply cannot focus on business growth when buried in back-end systems work. MSPs in today’s world need to be more outwardly engaged to build higher value relationship with customers.
Here are 3 ways MSPs can offload time-consuming tasks and focus on growth-oriented activities.
Manage by Metrics – Log Everything in a PSA
Statistics define business. How well do you know the numbers behind your MSP? Tracking a range of metrics gives a visibility into your business, which is essential for growth. These measurements include financial, account management, and service metrics.
In a webinar hosted by Kaseya with MSP industry expert Richard Tubb and Kaseya’s General Manager of Cloud Computing Jim Lippie, Richard advises logging every service interaction, and the time taken to provide a service to the customer.
Observing a trend analysis with these metrics and other metrics helps you run your business efficiently.
Outsourcing your call handling
IT issues arise 24/7, and while providing consistent support to customers is the first priority, handling these calls can be chaotic.
When one is immersed in solving a problem, jumping to take other calls is tough. Instead, employ a dispatcher who attends to these calls and creates tickets that can then be followed upon. This frees up a lot of engineers’ time who can then focus on being strategic — and do what they do best.
Outsourcing NOC services for better productivity
NOC technicians keep tabs on all client networks, making decisions and adjustments to ensure optimal performance. However, running and maintaining an in-house NOC can be a distraction to MSPs, and hindrance as they scale their business. It is also not a cost-efficient approach, as it requires the hiring of more staff and paying for office space to house the extra people. The better way to supervise client operations and deliver the best service is to outsource NOC services.
Outsourcing with NOC technicians who specialize in responding to emergencies and address any and all customer incidents helps MSPs reach new heights in performance and growth.
To know more about how MSPs can grow their business with efficient sales, marketing and business operations, subscribe to the webinar ‘3 Steps to Sales and Marketing Success’ here.
