The break-fix approach to providing IT services has run its course. This approach is flawed in numerous ways. For one, it spurs ups and downs in terms of revenue. It also involves intervention after problems pop up rather than addressing such problems before they wreak havoc. Let’s take a look at why every MSP business should embrace a new model of delivering tech services to improve client operations.
A New Approach to IT Services
The typical MSP business might not fully understand just how much of a competitive advantage there is in moving beyond the break-fix approach. Take a moment to think about how different your business would be if your IT team proactively addressed clients’ tech issues. Anticipating such problems provides more time to prepare the proper solution, address the looming trouble, and keep the client happy. This approach will also prove helpful for marketing efforts, minimising costs and simplifying network management.
Don’t Be Reactive When You Can Be Proactive
Consider how clients view your team when requesting your assistance following an IT challenge. They associate your personnel with the problem, regardless of how likeable your group is. This is a negative stigma that you just can’t shake unless you fundamentally alter the manner in which you approach IT challenges.
It is time to scrap the traditional fee-for-service model predicated purely on payment for fixing problems when they manifest. The clients are in a bad mood when trouble arises. They begin to view your team as symbolic of their IT problems. This perception can be turned upside down with the adoption of a fixed price service plan according to which you are paid to proactively prevent IT problems.
Benefits of Fixed Price Service Plans
Implement this proactive approach to preventing tech breakdowns and emergencies and explain the benefits to your clients. The perception of your organisation will immediately change. Clients will view your team as a powerful force that ensures things go right rather than just cleaning up the mess when things go wrong. Add in the fact that a fixed price service plan provides a stable source of revenue and it is easy to see why more and more IT groups are moving away from the break-fix model.
Focus on Providing Clients with Long-Term Return on Investment
Gradually offer additional fixed price services— show how they boost client return on investment and your business will ramp up. This approach to preventing IT troubles is not difficult to sell. Ask prospective and current clients as to how much downtime reduces organisational efficiency and ultimately, the bottom line. Articulate how a managed services model prevents IT breakdowns. Describe how these services reduce downtime and boost efficiency.
Furthermore, if clients understand that scrapping the break-fix model will enhance peace of mind, they will certainly consider hopping on board with this new approach. Paint a picture as to how your group will proactively analyse and reduce risks, implement a correction, and prevent larger problems from developing.
Provide Tech Advice Centred on Return on Investment
It is not enough to strictly focus on technology. Emphasise how your company’s technical decisions play a part in the overarching aim of enhancing clients’ return on investment. This is one of the best ways to ensure clients view you as a trusted partner rather than as a hired gun that solves problems when necessary only to fade away until the next crisis arises.
Study each unique client’s operational and business needs. This knowledge will help you align your IT services with their primary business objectives. If you show you are committed to the client’s success as a business, you will develop a lasting rapport.
Don’t Be Afraid Of Change
It might feel uncomfortable to alter your break-fix approach. Some MSP business employees might not like the idea of studying clients’ operations to figure out how tech services can bolster the bottom line. Yet, these changes are necessary to ensure the continued success of your company. Embrace change— sell the merits of altering your approach and clients will respond in a positive manner.