Grow Your MSP Business by Delivering Customer Service at the Partner Level
If your managed services provider (MSP) business is only selling products and servicing your customer’s technology, you could be limiting your potential for growth.
The managed services market is expected to grow from $180 billion in 2018 to $282 billion by 2023. With the demand for managed services increasing as more companies move to the cloud and continue to adopt new technologies, including IT security solutions, this estimate is no surprise.
This shift represents a great opportunity for MSPs and VARs, but it also represents an increase in competition. The businesses that plan to grow need to deliver customer service at the true partner level to retain current customers and add new ones. Building such partnerships with clients allows you to better understand their business so that you can make the right recommendations and provide unique, within-budget solutions that can help them succeed.
Increased Demand for Customer Service
With many solutions providers offering their own support and easier buying options, companies don’t need an MSP to help them with technology purchases. Companies, however, are looking for a service partner rather than just a solutions provider.
One of the biggest reasons for the rise in service needs are the types of businesses currently seeking out MSPs. Large companies and early adopters already have their IT growth strategy mapped out. But smaller businesses that were hesitant to invest in cloud services, IT security and disaster recovery, or that were waiting for legacy technology to run its course, are now seeing a greater need. This is the market that needs a true services partner to help it through the entire process.
Tactics for Delivering Customer Service
It’s clear that there is a demand for a better customer service experience and meeting this demand is one of the best ways to build your MSP business. A recent MSP survey found that companies with a dedicated customer success function for their managed services saw a 4.3 percent increase in revenue retention rates and a 10.3 percent increase in contract renewal rates.
Here are a few ways you can deliver customer service at the partner level:
Bundle Vendor Services: Companies hate having to talk to dozens of different vendors for support. Bundling these services so all support goes through their MSP increases your value and gives you more opportunities to deepen the partner relationship.
Imagine that one of your clients is experiencing an issue with a printer that could indicate a data breach. Would they need to contact their IT security provider, printer provider, cloud backup service and a number of other vendors? Or would they simply contact you?
Being the go-to contact for any IT issues makes you indispensable to your customer. Additionally, every incident or service issue you manage helps you to …