Managed Services Blog Posts

When thinking about how to best position your managed IT services, it’s worth considering what points make for the most compelling sell. Remember that while you may think SMBs should adapt your business model for one reason, they may have an entirely different set of priorities that you should appeal to. So, what should you lead with when marketing and selling to prospective clients? 

The basis of any partnership between an MSP and their client is a thoughtfully and carefully crafted Service Level Agreement (SLA). The SLA, which is basically a contract, provides clients with a thorough understanding of the scope of your services, defines who will be responsible for which functions, and sets expectations and benchmarks for things like resolution times and escalation procedures. In addition, SLAs provide the MSP and the client with protections against legal actions should an issue arise.

When it comes to providing IT services, there are different considerations you will have to take into account, depending on the industry you serve. Some industries—like financial and healthcare—have compliance regulations that must be adhered to, such as HIPAA regulations. In this post, we’ll explore exactly what it means to be HIPAA compliant and how it relates to IT professionals.

One of the key moments when it’s particularly valuable for your team to work in harmony together is when you’re onboarding new clients. That’s an essential first step in your working relationship, so you want to make sure your team is making a good impression from the start. The good news is, whether you’re a small business or a company with hundreds of employees, there are actionable steps you can take to master the handoff between your sales team and your service team.

Customer satisfaction is essential to success in any business but it's become critical as TSPs focus on retaining customers during these times of uncertainty. How responsive and flexible you are to your clients’ needs will likely have a direct impact on your customer retention. Today’s reality is that customers are looking for areas to cut expenses. With a stable client relationship and a value-driven approach, you can keep your technology solution provider (TSP) off the chopping block.

“How come our clients seem to be holding us to what feels like unrealistic expectations based on what they wanted to buy from us?” It’s the age-old question managed service providers (MSPs) have been asking for years, and the mismatch is coming from a hidden difference between what services you’re really selling your clients—and what it is that clients think they’re buying. This is where the real risk begins. Anytime something goes wrong, your client will think that you, as their MSP, will be responsible for fixing it.

The industry is constantly evolving—and so is your business. As you grow and adapt to changes in the technology landscape and the expanding needs of your clients, you may begin to notice an increase in skills gap between your employees and new demands from your clients. However, even though your clients’ needs may be expanding beyond what your current staff can support, it is not always feasible to increase your workforce due to talent or cost limitations.

Are you working in outdated software or utilizing different systems for different tasks? Did you know that by doing so, you could be costing your business over 25% in revenue by creating inefficient employees and making yourself susceptible to data-entry errors? If you want improved communication and efficiency, we’ve got a solution that will not only enhance the customer experience, but increase revenue and lower costs. It may seem too good to be true, but choosing to incorporate a PSA into your business, such as ConnectWise Manage®, will connect everything in a single pane-of-glass and put an end to the chaos.