By Datto Guest Blog 2

For managed service providers (MSPs) who have recently moved over from the break-fix model, implementing a new operations strategy can seem daunting. However, approaching an operational shift the right way can contribute to the success and support growth as an MSP. Here are four tips to consider for improving your operations this spring.

1. Create concrete definitions for service offerings.

Becoming familiar with the surrounding market is crucial when deciding which services to offer. As an MSP you should also look back on what worked well for you as a break-fix shop and build off of that.

Begin by choosing your services, and then address where your staff’s strengths can be used. This will help you identify where you may need to do some hiring. Common IT managed services include help desks, storage, and backup and disaster recovery (BDR).

2. Distinguish customer experience over customer service.

The majority of your clients have become accustomed to experiencing technology at their fingertips, on demand. Rather than just providing a service when needed, providing an always-on customer experience will go a long way toward building stronger client relationships.

Uptime is everything these days. Achieve maximum uptime by proactively looking at your clients’ IT environments by way of remote monitoring and management (RMM) software. A RMM tool will allow you to perform management tasks, like software updates, from the comfort of your office. Your clients will appreciate this kind of proactive experience.

3. Define your organization’s hierarchical system.

Defining roles and responsibilities within an MSP business has proved to be challenging for those newer to the field. As you grow your team, it’s necessary to apply certain roles and ranks among employees. This will help your staff facilitate how they approach day-to-day client management and the bigger problems that arise.

It’s common to rate engineers in accordance with Levels 1 through 3. Level 1 engineers would supply things like your help desk offering. Levels 2 and 3 would be reserved for the most seasoned engineers who can tackle bigger problems. After you’ve assigned roles, your reporting structure becomes a lot clearer.

4. Pinpoint your policies and procedures.

Now that your staff understands their roles, it’s time to define the responsibilities that fall under different tasks. Developing some initial policies and procedures for expected tasks will give your staff clarity on their responsibilities, and your clients clarity on what to expect.

Your policies and procedures are likely to evolve as you identify gaps and areas where you can improve. Solid policies and procedures will fully illustrate answers to the questions that can come up when performing tasks. Be flexible with these plans, as you can learn a lot about your staff’s performance and client needs over time. Change is good!

Operations Can Help You Work Smarter, Not Harder

Taking the above steps will increase the likelihood of your success as an MSP. Your operations will be unique to your company, and they won’t depend only on your clients’ needs. Much of it will depend on your company’s structure.

As you grow your business, your operations need to evolve to give your staff everything it needs to be successful. In turn, your clients will reap the benefits of a great MSP. Taking a smart approach to your operational strategy will save you a lot of extra legwork in the future.

For more on achieving operational success and advice from some successful MSPs, check out the eBook Operations Made MSPeasy or view a recording of the Operations Made MSPeasy webinar.

Rob Rae is Vice President of Business Development, Datto. Guest blogs such as this one are published monthly and are part of MSPmentor’s annual platinum sponsorship.