Automating the MSP: The Path to Profitability
As the MSP market grows and becomes more established, it’s gotten even more important for MSPs to maximize efficiency in their business operations across all the services they offer to clients. Lately a lot of MSPs have found a strong answer to these challenges: automation. Automation significantly reduces operating expenses and boosts net profits, while also enabling MSPs to enhance the quality of the services they provide.
Automating the Post-Sales Process
When most MSPs implement automated processes, they realize there are a lot of low-hanging fruit, one of which is often post-sales communications with customers. To strengthen customer relationships, salespeople can use automation to personalize marketing and sales collateral for existing clients. Post-sales communications that target customers’ specific business challenges show the MSP is aware of—and actively engaged in solving—those challenges. Such customized marketing efforts help remind clients the MSP is committed to strengthening relationships long after the initial sale has been made.
These post-sales communications can take many forms: customer satisfaction surveys, requests for feedback on specific solutions the MSP offers, newsletters that offer useful tips and advice on IT challenges customers may face. These tactics can help MSPs stay top of mind with their clients and increase customer retention.
Automation enables sales and marketing teams to create more personalized and compelling content for existing clients, and it helps them do it very quickly. This in turn frees up more time to drive marketing and sales initiatives for new prospects, as well. Automation is equally effective in this role, significantly streamlining processes such as lead generation, lead scoring, lead nurturing, and lead routing.
As the MSP marketplace becomes more competitive and margins tighten, MSPs must find a way to reduce costs without diminishing service quality for their clients. The solution comes in the form of automation, which enables technicians to actually improve service quality while significantly reducing their time spent supporting customers.
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