ChannelTrends: Advanced Tips to Improve Your Managed Services Business

While the old adage claiming that people use only about 10 percent of their brain has been disputed by a number of neurologists, most of them admit that man still uses just a fraction of its true capacity. Few really tap into the potential intellectual power they have available.


You don’t have to be the next Einstein or Da Vinci to see the parallel to managed services tools. A couple of the keynotes from this week’s Tigerpaw User Conference emphasized the need for solution providers to create greater efficiencies with the systems and processes the already use. Success doesn’t necessarily rely on how much you purchase, but how you deploy the technology in which you’ve invested.


From PSA (professional services automation) and remote monitoring solutions to disaster recovery and email systems, each is typically underutilized by both solution providers and their clients. Some offer a lengthy list of product features that can help MSPs and VARs to create greater efficiencies, reduce costs and gather crucial business intelligence.


There are a number of factors that contribute to the underutilization of managed services tools, with most of them related to a lack of commitment. That may sound harsh, but solution providers have to have a plan in place for every new service they offer, or business improvement system in which they invest. A project leader should be appointed to ensure the completion of each required step, both from a short-term and long-term perspective.


Implementing a PSA solution without a comprehensive plan in place is akin to taking a road trip cross county without a map or GPS-enabled device. It’s a sure way for an MSP to get off track, wasting valuable resources that could be used in a number of ways to improve the business. Lack of a plan is a true disservice to employees, stakeholders, clients and vendor partners.


The most successful solution providers prioritize product features that will have the greatest positive impact on their business and implement those with the most value first. They designate a project manager or “champion” to lead the implementation, training and long term adoption of the tools—and the management team provides the support and authority that allows them to get it done. Without buy-in from company leaders, implementation of new tools and offerings can be a challenge.


The project manager not only needs a plan, but must document the steps and where they are in the process at specific intervals. More detail may be required for complex implementation and adoption processes, enabling another employee to step in and assume the management role if needed. In some cases, solution providers appoint an assistant to closely follow the project developments and serve as backup to the primary champion.


The key is not to spend more on the tools you use, but get more efficiency from the investments you already made. Don’t let a PSA solution set on a shelf for 3-6 months or inventory half the RMM licenses you acquired to get a better price. Have a plan in place to implement them ASAP.


Advanced Managed Services Options

At the conference, Tigerpaw highlighted an impressive list of new product features designed to assist its solution provider user community. The company added new time entry acceleration and categorization capabilities, color coding and calendar views to the latest version of its PSA software – each designed to improve user efficiency and satisfaction. Automatic payment options reduce the cost of administration, with future editions expected to configure and generate invoices, then process payments automatically.


Autotask and ConnectWise have made similar user experience advances recently, each keeping pace with the needs of their solution provider audience (and their clients). Outsourcing tickets will soon be available to all three platforms, enabling collaboration between MSPs and their business partners.


In their keynote address at the Tigerpaw conference, Level Platforms executives demonstrated how easy it is to complete a network assessment with their agent-less software. By connecting a laptop to a client’s or prospect’s network for a short time, solution providers can gather an impressive amount of information including hardware, software and warranty details. But the assessment tool provides real revenue (upsell) opportunities as well, such as the identification of gaps in network protection and other system deficiencies.


While these developments seem more evolutionary than revolutionary, in order to be effectively implemented, each of these advances must have that “project champion” leading the way. Management may help design the strategy and build a detailed plan, but the project manager has to get it all done.


More MSP News

This week was chock full of managed services announcements, from new MSP programs to advanced features in RMM solutions. Symantec kicked it all off by introducing its Managed Security Service (MSS) Specialization, providing some unique benefits to partners who have demonstrated an expertise with this proactive services model.


N-able made several announcements at their own user conference last week, including its mid-2012 introduction of mobile device support for devices such as iPhones, iPads and Android-based devices. That will allow the company’s partners to monitor and manage a number of mobility solutions, a great opportunity in the SMB space.

Managed services continue to thrive and this week’s news illustrates a few of the refinements that will help improve efficiencies and revenue for providers. After seeing glimpses of a few vendors’ product and feature roadmaps, 2012 will be even more promising!

Brian Sherman is founder of Tech Success Communications, specializing in editorial content and consulting for the IT channel. His previous roles include chief editor at Business Solutions magazine and industry alliances director with Autotask. Contact Brian at [email protected].