After-hours service is a fact of life for most MSPs. While not the most pleasant aspect of the job, there are ways to make after-hours servicing a more profitable and organized enterprise.
The habits of highly effective MSP
At OnPage, we spend a lot of time speaking to MSPs and learning about the growth of IT services. There is an increasing realization by businesses that having the right firewall, endpoint security and monitoring tool is not a job that small businesses can or should attempt to purchase on their own. Small and medium businesses need the advice and counsel of an experienced technology provider.
It’s important to also note that as the potential for profit increases, so will the potential for competition. And if all MSPs are providing a similar package of goods, how can an MSP differentiate themselves?
How to differentiate your MSP support
OnPage attended the IT Nation conference last November. At the Conference, we had the chance to talk to a number of clients as well as get a peek at the various technologies used in the industry. To some extent, the numerous security offerings and marketing strategies that were on display at IT Nation could have the potential to differentiate an MSP’s ability to market themselves.
However, at OnPage, we are more of the mind that a key level of differentiation is through the service the MSP provides. Datto comes to the same conclusion when they write:
Giving customers the right tools along with top-notch tech support builds trust and ensures a long-lasting business relationship.
The need for after-hours MSP support
“70% of all MSPs do not provide a true 24-7 service. The more mature MSPs realize that it is necessary to provide this service since downtime can inflict a significant cost on a customer’s satisfaction as well as the long-term relationship between the MSP and the customer. “
– George Bardissi, CEO BVoIP
After-hours service is a fact of life for most MSPs. While not the most pleasant aspect of the job, there are ways to make after-hours servicing a more profitable and organized enterprise. With more businesses demanding support 24×7, MSPs who don’t offer after-hours service are at a serious disadvantage.
Read our White Paper: 5 Steps to better after-hours service to:
- Gain insights on incident resolution workflow
- Increase profits through simple policy changes
- Use ConnectWise to automate alerts