President Don Baham said customer expectations have changed in 2020.

James Anderson, Senior News Editor

December 11, 2020

3 Min Read
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Company Name: Kraft Technology
Company MSP 501 Rank: 128
President: Don Baham
Primary Services:

  • Managed IT

  • Security

  • Technology consulting

  • Health care IT

Twitter: @krafttechgroup

Kraft Technology Group (KTG) has seen customers embrace remote IT support in 2020.

The Nashville, Tennessee-based MSP came into existence in 1992 as a subsidiary of the KraftCPAs accounting firm. KTG started as an internal IT department for KraftCPAs but eventually pivoted to its own managed services organization. Now the company holds a spot in the world’s most prestigious MSP rankings.

The company landed in our MSP 501 list this year. We spoke to president Don Baham about KTG’s successes in 2020.

Channel Futures: What is one thing you wish vendors would do that they don’t?


Kraft Technology Group’s Don Baham

Don Baham: Many vendors arm their partners with sales and marketing collateral, but there are quite a few that don’t. It’s incredibly important to arm your partners with sales and marketing collateral that’s easy to use to assist in selling your products and/or services.

CF: What new opportunities and challenges came with the global COVID-19 pandemic?

The 2020 MSP 501 recognizes the top managed service providers in the world. See the full list. Then check out our brand-new Hot 101 and NextGen 101.

DB: The COVID-19 pandemic forced many organizations to embrace remote work on short notice, which left them scrambling to get systems, processes and procedures in place to work effectively – without sacrificing security – from home. This was challenging for MSPs and their clients alike. On the other hand, the COVID-19 pandemic opened up a greater need for and understanding of remote IT support. In the past, many organizations would prefer a technician coming onsite to resolve issues, but those organizations have had no choice but to embrace remote IT support. In turn, they’ve learned that the majority of issues can be handled rather fast this way.

CF: What do you love about the IT channel? What do you hate about it?

DB: The IT channel has consistently focused on breaking new ground. We’re in a channel filled with advancement, growth and movement that keeps us on the forefront of innovation. More than that, the channel is meaningful.

Technology isn’t only about innovation, but resolution for challenges that have plagued businesses for years. At the end of the day, we get to make a difference that’s truly meaningful for so many people. There is nothing we truly “hate” about the IT channel, but if we’re speaking of negatives, it’s a high-paced, high-pressure environment that involves hard work, quick responses and well-informed decision making. In the simplest terms, it takes the right person to thrive.

CF: Is the influx of private equity and increase in M&A activity impacting your business? How?

DB: Personally, our business hasn’t been impacted from the influx of private equity and increase in M&A activity in the industry. We’re not looking to sell, so our clients find stability in our company. After all, we’ve been around for over 25 years, and we’re owned by a company that’s been around for over 60 years.

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About the Author(s)

James Anderson

Senior News Editor, Channel Futures

James Anderson is a news editor for Channel Futures. He interned with Informa while working toward his degree in journalism from Arizona State University, then joined the company after graduating. He writes about SD-WAN, telecom and cablecos, technology services distributors and carriers. He has served as a moderator for multiple panels at Channel Partners events.

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