Treat Every Day Like it’s Backup Day
As MSPs learn about their clients’ business operations, environments and needs, they might form a clear picture of what the best solution would be. But when “the customer is always right,” how do you push them to a more appropriate (yet more expensive) offering?
A lot of education and a soft touch are the best bets for steering customers to select a solution that matches their actual needs. Explaining the ramifications of skimping out on some important-yet-optional items is key to letting them know this is about serving their best interests and not trying to milk them for every last dime.
Whenever possible, reference configurations for customers with a similar profile and connect them with references for this specific solution. And don’t shy away from sharing horror stories from companies that tried to save a buck but ended up losing much more during an outage or from a loss of data.
Revenue vs. Risk
On the flip side of convincing customers to adequately invest in backup solutions, MSPs have their own bottom line to worry about. Guaranteeing a certain level of service for a suite of backup and recovery solutions comes with a real cost for MSPs.
Some might entertain taking a few shortcuts on their side to save on expenses, but if these come with an increased risk of losing customer backups or sacrificing speedy restorations and failovers, this may be an area to avoid aggressive corner cutting. There’s no easier way to burn the trust you’ve built with a customer and tarnish your reputation than failing them in their biggest time of need.
Instead of overpromising and underdelivering backup and recovery services, MSPs should invest in platforms and tools that integrate and include backup services as part of their package to minimize administrative overhead and the additional costs of add-on solutions. With backup part of the core offering, MSPs can more efficiently offer these services to customers and increase revenue and profits.
At Kaseya we endeavor to provide our MSP customers with a flexible and versatile suite of backup solutions that can be tailored to the individual needs of their clients. Leveraging platforms that can easily support a wide array of backup strategies makes it easy for MSPs to optimize their offerings for each specific engagement.
Joining Kaseya in 2012, Miguel Lopez brings over 20 years of experience to his role as SVP, Managed Service Providers (MSPs). In this position, he consults daily with MSPs to help them solve their clients’ business problems with technology solutions. Prior to joining Kaseya, Miguel served as the director of consulting services for All Covered, a nationwide technology services company that is a division of Konica Minolta Business Solutions USA Inc. In 2008, All Covered acquired NetCor Technologies, a leading MSP that Miguel founded and managed since 1997. NetCor specialized in serving highly regulated industries such as healthcare, CPAs, law firms and retail companies.
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