The Growth of Your Operation
An MSP business can be likened to a digital great white shark swimming through the technocracy seas. Called an obligate ram ventilator, a great white who doesn’t move is a great white who dies. Your business needs to profit like this particular shark needs to swim.
Technology is in continuous transition. Moore’s Law is currently reckoned at an 18-month interval, as in every 18 months, technology climbs forward another exponential level— it doubles on itself. So if you’re an MSP, it’s important that development is continual and operations are optimized.
The best way to encourage such growth is to curtail areas of redundancy and refine that which can be refined. Think of a vehicle’s engine: without continuous maintenance, part replacement, and upgrade, that engine will wear down over time. But if you’re a mechanical enthusiast with the right budget, you can turn a tiny sports car into a souped-up monster that goes faster than any vehicle has a right to. So look at your business and see where there are places that it can be optimized. This will cut expenses, allowing you to apportion resources where they will be most likely to stimulate growth. One area that you can really benefit from optimizing is the service desk.
The ability of your service desk to provide customers necessary support is going to be a big part of streamlined operations. Service levels will not be competitive with a bad service desk. Meanwhile, operational efficiency will yield growth levels that are optimal, sustainable, and more cost-effective due to decreased redundancy. Several key aspects of service desk streamlining that your MSP business should focus on include:
- Self-serve capabilities (self-help and ticket tracking)
- Operational insights
- Knowledge expansion
Self Service Capabilities
Here’s what self-service means: a client working with your MSP can access your help desk’s resources pertaining to operations— that or they can file their own ticket for a service. Both of these are time-saving measures. In the first scenario, the client may be able to fix common problems themselves without ever talking to someone from your service desk. In the second scenario, a filed ticket saves substantial time over the phone.
This white paper points out that a tier-one service call can cost between $12 and $20 per. A desk receiving 1,000 calls a month is spending $12,000 to $20,000— that’s between $144,000 and $240,000 annually. Now, that spending isn’t always directly translated monetarily— most of those losses are in terms of time. But time is money and this is especially true when it comes to service desks.
There are definitely some common operational functions that simply don’t require concerted, direct attention. They can be digitally outsourced via automation. Updates, patches, upgrades— when it comes to software, there are quite a few areas of infrastructure which not only recommend themselves to automation, but will cost you money to employ without it. Most service desks can set automation protocols which save your MSP and your clients a lot of time and money.
A service desk receiving 1,000 calls every month is going to have a lot of information pertaining to client infrastructure and daily egress. Refraining from putting that information to good use is almost criminal. Build up a database from that knowledge, and use that database to streamline your help desk and your client’s network. Throw in your MSP’s own functionality and relationship to clients and you’ve got an optimization hat-trick— all derived from information gathered by your service desk.
Beyond insights, the data gathered through your help desk will very likely give you information related to scaling outward and profitably expanding. For example, you can see that X amount of companies make X amount of service calls every year. You can scale up or down accordingly.
The Tools Available
MSP business operations that don’t optimize their help desk are leaving money on the table. Have a closer look at your own desk and see where you can find areas that could be improved or more cohesively utilized. You could save your MSP thousands of dollars and facilitate more expedient, smooth growth.