Customer needs are changing. According to Gary Pica, president at TruMethods, as an IT provider, your service offering and value proposition need to change too. 

TruMethods’ Gary Pica

At the upcoming Channel Partners Virtual conference, Pica will take you through a step-by-step process to enhance your MSP service offering to meet the changing needs of the market. It’s part of a session titled How MSPs Build Value in the COVID-19 World.

This session will aim to help you command a higher price, add recurring revenue and increase your profit margins.

We sat down with Pica ahead of the show to get the lowdown.

Channel Futures: How and why are customer needs changing, and how do IT service providers’ service offerings and value propositions need to change to accommodate?

Gary Pica: Every SMB has changed its business plan for 2020. This means that their technology plans need to change as well. The MSP’s approach to security, collaboration and productivity needs to pivot.

CF: COVID-19 is clearly the focal point of these changes. Can you speak to the challenges providers have been faced with in terms of their offerings?

GP: Because customers need more support, more security and more strategic planning, the MSP costs are increasing. All MSPs need to show customers how they are adding more value to command the right price. 

CF: Can you go into a little bit your step-by-step process on how to enhance one’s MSP service offering in order to meet changing customer needs?

GP: It starts with enhancing the vCIO role and process. MSPs need to understand the customer’s business to a greater degree. They need to translate new security risk into business risk so SMBs can make better business decisions.