Higher quality enables better customer results with a smaller staff
As part of the firm’s MSP 2.0 model, a Onebyte technical alignment manager meets face-to-face with each customer on a regular basis to define and document standards, anticipate future needs, deepen relationships with on-site staff, and identify new opportunities to add value. “We’re not just going to customer sites with a box of tools— we’re helping them stay ahead of the curve, from maintaining compliance with GDPR and other regulations, to understanding their emerging needs, to improving the efficiency and reliability of their systems as a whole,” says Pountain. At the same time, Onebyte has been able to reduce its tech team from 12 members to five while still supporting the same number of users.
A refined service delivery model boosts revenue and profits
Onebyte has standardized its customer offerings, providing a standard base set of services to each customer along with additional services tailored to their needs. In addition to increasing efficiency and consistency, this approach has helped the firm fine-tune its customer base. “We’re focusing now on the customers who can most benefit from our new way of working and fit in with our MSP 2.0 mission, which also tend to be our higher-margin, lower-noise customers,” says Pountain. “In this way, we’ve increased both revenue and profit.”
Business transformation deepens customer relationships
“Instead of talking to business owners about ticket counts or servers that need replacing, we’re discussing where they want to take their business next and how technology can help them achieve their goals. They perceive much more value in that—it’s been extremely well received. We’re happier to talk to them, and they’re eager to take our calls,” says Pountain. Onebyte lunch-and-learn events help customers use technology more effectively and build better businesses. “With ConnectWise, our business is evolving, growing, and becoming more mature every day—we’re a different organization every month,” says Pountain.
Onebyte’s business continues to evolve and advance. In recent years, Pountain has become involved with the Network Group, the UK’s leading technology community, following an introduction at a Continuum Navigate event. “I discovered a world of tools and information that have made a massive impact on me, and my partnership with ConnectWise has given me the time to fully absorb the latest thought leadership and business strategy to build my MSP 2.0.”
Remote Monitoring & Management Software with Proactive Services
ConnectWise Command is a scalable remote monitoring and management (RMM) solution with built-in NOC services providing technology solution providers (TSPs) with the tools and services they need to exceed end-user expectations and grow their businesses. Intelligent alerting and ticketing, intuitive scripting and automation, and certified NOC technicians empower TSPs to provide proactive, high-value support across any device or environment, including servers, desktops, networks, and mobile devices.