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For MSPs, there are TWO KEYS to success with the Cloud:
Create relationships with vendors so that SMBs are not tempted to bypass your relationship and go direct to the cloud. Focus and improve on key contact points, or sales opportunities, with each client. in the Modern Office, it is not just about acquiring the latest gadgetsbusinesses are seeking solutions that help them meet strategic goals. as your clients iT provider, you should seek an active role in helping them define their long-term technology strategy. This ensures
Knorr, eric, and Gruman, Galen, What cloud computing really Means, http://www.infoworld.com/d/cloud-computing/whatcloud-computing-really-means-031
Professional Services
Digital Signage
Voice Networking (VoIP) Remote Monitoring and Administration NetworkMonitoring and Automation
Telepresence
you are involved in strategic planning from the start and can help guide your clients in making choices that are best for their business.
nology faster than ever beforein other words, they do not want to wait for traditional iT resolution times. if you want to thrive in the age of cloud computing, start by helping clients build out and manage their modern office. There are 16 different areas listed below that MSPs can use as sticky points, or anchor points, to maintain and increase their value to clients. in the Modern Office, its all about taking charge of SMB data and endpoints. here is an in-depth look at four important relationships your business should seek to control as well as a discussion of other sales opportunities in the cloud age.
1. Help Desk
chances are, your business already provides this service to your clients. now, it is more important than ever to refine your help desk functions and strengthen your expertise. Because cloud offerings appear to have limited customer support, you need to ensure that your service team can step in to offer personal, responsive service when needed. You can take control for clients by managing vendor relationships and taking care of all their trouble tickets. Be the clients gateway to all things iT. find ways to increase communication with your clients so that your business is top of mind when they are thinking about technology. Build your expertise, demonstrate value, and do what it takes to become the primary resource your clients turn to for help. Make sure you employ best practices for effective service delivery to boost success. for example, use a dispatcher to pick and choose which tickets to manage first and increase engineer utilization.
2. Vendor Management
if you are like most MSPs, you have received phone calls at some point for problems with equipment or services that are not in your support agreement. improve your stickiness to clients and become the point person for all vendors. Lets face it, customers want to deal with one person take ownership of your clients data infrastructure and use best practices to document vendor information, help desk support, and proactive maintenance and management. Start with managing printer, phone and broadband company relationships and add a consistent revenue stream
T h e M O d e r n O f f i c e a n d Y O u | a C o nnect W i se Wh i te P a p e r
4. Co-Managed IT
Some of your clients may completely outsource all their iT functions while some keep a small iT staff in house. an important tactic to improve your stickiness with these clients is to establish a solid partnership with internal iT departments. Some PSa solutions offer MSPs the ability to share tools with their clients. By helping your clients iT departments become more successful, you can help eliminate turf wars and build a synergistic relationship. With co-managed iT, the MSP can remain on point for help desk and provide streamline support services.
Additional Strategies
There are numerous contact points that you can control with your client. Look for new technologies and services that enable you to not only add recurring revenue but also help further cement your business into your clients overall iT picture. Key contact points include: 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. Remote Monitoring and Automation Software as a Service (SaaS) Hardware as a Service (HaaS) Printer management Telepresence Digital signage Surveillance Professional services Storage backup and disaster recovery services Email management and administration Security Infrastructure
for more information about the strategies listed above, download the Modern Office Poster.
1369316 About ConnectWise connectWise is the leading business management solution designed exclusively for iT solution providers, MSPs, technology consultants, integrators and developers. More than 50,000 professionals rely on connectWise to provide a 360 degree view of their organization to create maximum efficiency, profitability and customer satisfaction. connectWise clients are truly connectWise partners and enjoy exclusive access to a thriving user community, robust online university, user groups, online forums and business practice consulting. for more information visit www.connectWise.com or call 800-671-6898.