Every MSP business should pay attention to the qualities that define success in this competitive industry. While some MSPs only offer specialized services, the more profitable ones cover a broader terrain and adapt to rapidly changing technology. Here are some of the essential factors that determine MSP greatness:
1. Plan Regular Meetings
Your MSP team should meet frequently to discuss both technical and customer service issues. The more each team player understands their roles and their goals, the greater the synergism and results will be of combined worker output. Use clear communication to demonstrate your leadership and set a tone for a positive workplace environment in which resolving problems is considered fun and challenging.
2. Monitor Real-Time Revenue Data
Keeping track of your most important revenue metrics is what helps you constantly evaluate and reevaluate your marketing strategies. Using state-of-the-art analytics tools, you will be able to understand your market better and make adjustments quickly when market conditions change.
3. Personalize Your Business Communication
Whenever you deal with clients, make sure you treat them like humans instead of statistics. Avoid intense technical jargon and seek common ground with decision-makers who may not know a lot about technology. That could be the very reason they hire an MSP in the first place.
4. Provide Flexible Technology Integration
Many businesses are looking for a technology partner to enhance the infrastructure they’ve already invested in, not necessarily a radical solution to start all over again with brand new technology. The more you can service existing systems and be able to easily deploy new applications, the more you’ll be considered a hero by executives.
5. Learn Individual Business Needs
The best MSPs offer custom solutions for each customer, based on learning about their business models and goals. Last century’s businesses offered one-size-fits-all solutions to customers and that worked fine back then. But this century is all about customized solutions to the point that customers can easily replace providers and find the best possible fit. Usually, the best fit is an MSP that shows they care about how the client makes its money.
6. Offer Structured Services
Your services should be well-structured so that they are readily understood by your customers. In other words, your packages should make sense to customers based on their needs and not just be designed rigidly. It should be easy to explain all the features that a customer gets, such as 24/7 security monitoring, help desk services, and automation.
7. Avoid Over-Promising and Under-Delivering
User-car salesmen and high-pressure technology marketers of last century may have been able to trick a lot of customers into overpaying for unreliable services, but that era is over. Now, online reviews are at anyone’s fingertips and it’s easy to research for superior alternatives.
8. Keep Up With Disruptive Innovations
One of the reasons businesses turn to MSPs is to inform them about cutting-edge technology that can save them money, plus increase worker productivity. The more business efficiency you can provide, the more you can help businesses increase profits.
9. Reduce Customer Stress
Naturally, your job in the MSP business is to bring peace of mind to your customers by improving business technology. The most attractive agreements are win-win solutions for the MSP and its customer. Instead of acting like the type of MSP that businesses have learned to avoid, rise above less credible competitors who try to trap customers into long-term deals by offering fair agreements that don’t raise anyone’s blood pressure. Be more like a technology doctor who heals than a greedy marketer who steals.
10. Focus on Satisfying Customers
It’s no secret that any kind of marketing must include an intense focus on pleasing the customer. This goal can be accomplished by doing plenty of market research to find out how to resolve customer pain points and provide the best possible customer experience.
Running an MSP business successfully requires standing out from the crowd of less experienced players. You must be proactive and quick to resolve problems before and as they happen. Keep these top ten qualities in mind as you plan your strategies to delight your customers and earn their long-term loyalty.