Autotask MSPs Support 20 Million Endpoints
Autotask partners (managed services providers) now support nearly 2 million end-user customers and more than 20 million end-points, according to CEO Mark Cattini. Those points (and more) surfaced during Cattini's keynote today at Autotask Community Live 2013 Europe in Barcelona. Here's the update.
I concede: MSPmentor wasn't able to attend the conference due to scheduling conflicts. But Senior VP Len DiCostanzo and I have been trading email and talking regularly about the conference. When I asked DiCostanzo about key themes emerging at the conference, he pointed to Cattini's keynote. Here are highlights plus MSPmentor's spin.
1. MSP Support: Over the past year, Autotask has doubled size of its Client Services organization. The company now offers services and support in 6 languages (English, Spanish, French, German, Italian & Chinese). MSPmentor's spin: Cattini began the localization push two years ago. I believe more than 50 percent of new customer bookings now come from outside the U.S.
2. Community Experts: Autotask now has 32 Certified Consulting Partners in 13 countries. The CCPs help MSPs implement Autotask from a real world perspective. MSPmentor's spin: I've often wondered when boutique consulting firms would pop up to help MSPs deploy and optimize various cloud- and on-premises business automation tools.
3. Smart IT: This remains Cattini's rally cry. It describes how IT service providers can create positive business results/outcomes for their clientele. It requires operational efficiency, accountability, and real intelligence about the factors that impact and MSP's operations and deployed solutions. MSPmentor's spin: To get to Smart IT, you can bet Autotask will promote performance dashboards to MSPs.
4. Performance Dashboards: Cattini spoke at length about Autotask's growing performance dashboards portfolio, asserting that they deliver true business intelligence to MSPs and their end-customers. MSPmentor's spin: Autotask demonstrated the dashboards to me during a visit to Albany, N.Y., in September. I was impressed.
5. New User Interface: Cattini is starting to talk about it now, and a full-blown interface will be unveiled at Autotask Community Live Miami in June 2014. MSPmentor's spin: This is going to require really careful development. We've all seen how new user interfaces can impress customers (remember the shift from Windows 3.x to Windows 95?) or confuse customers (Facebook and Windows 8.x upgrades come to mind).
6. Global and Local: Mark Banfield, VP International, described Autotask's extremely local approach in multiple areas — such as in the UK, Amsterdam, and Munich. The company has met with 3,000 partners and customers at events in 20 countries. MSPmentor's spin: Cloud companies often claim they're "global" just because their software is available everywhere via the web. MSPmentor has always asserted that even cloud companies need feet on the street in the markets they serve.
7. Bonus Information: So how is Autotask doing financially? Actually, this information doesn't come from Europe. Rather, MSPmentor picked up some clues during that September trip to Albany. We'll share more details soon.