How to become a next-gen
Managed Services Provider

The Road to Transformation

Accelerating managed services business growth isn’t easy, it’s similar to remodeling an old car with brand new features. You’ve already built a sleek machine, but is that the best you can do? How can it transform into a next-gen car?

BEGIN YOUR JOURNEY

Struggling to scale your managed services business?

Take care of your ‘car’ in the garage, and the ‘car’ will take care of you on the road.

Many MSPs are looking to improve margins by reducing service operations costs and delivering best-in-class experiences to reduce client churn. Fasten your seatbelts and scroll down to learn how to optimize managed services delivery operations and eliminate inefficiencies.

The garages help you work on your car with tips to fix burning issues such as client attrition, declining margins, and the inability to scale services.

Efficient service delivery operations keeps your 'car' moving

What's under the hood? 

Your current business needs to change, and legacy processes with it. Optimize your business to get rid of process inconsistencies, inefficiencies, defects, high cost of delivery, and missed SLAs, all of which increase operational expenses.

65%

of business leaders believe the lack of automation focus and predictability is increasing their operational costs.
65%
of business leaders believe the lack of automation focus and predictability is increasing costs.

Enable
Automation

Drive
Innovation

Ensure
Consistency

Don’t get bogged down by legacy, embrace the new. Reduce OPEX costs through data and event-specific IT automation, innovation and consistent service operations. 

PROTIP: Automation can optimize service delivery operations and save up to 20% in run costs.

Don’t get bogged down by legacy, embrace the new. Reduce OPEX costs through data and event specific automation, innovation, and consistent service operations. 

PROTIP: Automation can optimize delivery operations and save up to 20% in run costs.

Deliver best-in-class customer experiences

Where the rubber meets the road.

This is where clients consume your services. With customer expectations rising, you can’t afford to slip up or make mistakes. Focus on interactions during the client lifecycle & find opportunities to serve them better. Are you providing the right experiences? If not, customer churn is imminent.

Customer churn among MSPs is currently very high—on average, every month an MSP gains five customers but loses four.

Successful MSPs communicate clearly, set the right expectations, and enable valuable business outcomes. Enabling single-pane-of-glass visibility across heterogeneous infrastructures and service-level management are the keys to your success.

FIND OUT HOW

PROTIP: High-value and quality service delivery reduces client attrition by 15%

Customer churn among MSPs is currently very high

Every month an MSP gains five customers but loses four!

Customer churn among MSPs is currently very high—on average, every month an MSP gains five customers but loses four.

Customer churn among MSPs is currently very high—on average, every month an MSP gains five customers but loses four.

Enhance
Visibility

Extensive
Technologies

Comprehensive
SLM

Successful MSPs communicate clearly, set the right expectations, and enable valuable business outcomes. Enabling single-pane-of-glass visibility across heterogeneous infrastructures and service-level management are the keys to your success.

PROTIP: High-value and quality service delivery reduces client churn by 15%

Successful MSPs communicate clearly, set the right expectations, and enable valuable business outcomes. Enabling single-pane-of-glass visibility across heterogeneous infrastructures and service-level management are the keys to your success.

PROTIP: High-value and quality service delivery reduces client attrition by 15%

MSP tools can get the job done in half the time

The right set of wheels.

MSPs are using outdated enterprise tools instead of tools created specifically for service providers, which leads to having multiple toolsets that don’t communicate with each other and service providers end up hiring more resources for the same job.

46%

MSPs believe they’re wasting funds on technology that doesn’t get used. This results in service providers struggling to find room in technology budgets to complete new projects, upgrade existing infrastructure or try out new platforms

46%

MSPs believe they’re wasting funds on technology that doesn’t get used. This results in service providers struggling to find room in technology budgets to complete new projects, upgrade existing infrastructure or try out new platforms

Proactive
toolset

Predictive
monitoring

Global
deployment

The right MSP tools enable predictive monitoring to ensure uptime and higher service levels across client environments, including internal network infrastructure, servers, storage, and cloud-based apps and resources.

PROTIP: Integrated service-centric platforms can reduce MTTR by 45%

The right tools enable predictive monitoring to ensure uptime and higher service levels across client environments, including internal network infrastructure, servers, storage, and cloud-based apps and resources.

PROTIP: Integrated service-centric platform can reduce MTTR by 45%

Free up your best resources

All hands on deck.

Today’s emerging technologies—virtualization, data center migrations, cybersecurity and cloud deployment, and management—require specific expertise and refined skills. You need to free up your best resources to interact with customers, work on strategic initiatives and propel business growth. Service providers are wasting talented and highly-skilled personnel on low-end technical work.

48%

of service providers believe the cost of finding and hiring skilled staff

is very high

of service providers believe the cost of finding and hiring skilled staff is very high
48%
Service providers believe the cost of finding and hiring skilled staff is very high

Retain
Talent

Best
Practices

Comprehensive
Training

Focus on outsourcing routine but essential tasks that keep your organization running, but which don't necessarily need to be handled by your top talent. Provide training & upskilling to increase client intimacy and contextual knowledge of the latest technologies.

PROTIP: Employee attrition rate can be reduced by 10% with functional sourcing for managing routine tasks and streamlined business processes.

Focus on outsourcing routine but essential tasks that keep your organization running, but which don't necessarily need to be handled by your top talent. Provide training & upskilling to increase client intimacy and contextual knowledge of the latest technologies.

PROTIP: Employee attrition rate can be reduced by 10% with functional sourcing for manage routine tasks and streamlined business processes.

Prioritize recurring revenue

Get the show on the road.

You need to grow your recurring revenues and managed services business, and you need to do it before your competition does. Even MSPs immersed in technology, struggle to incorporate additional service offerings in Networks, Cloud, Security, and Applications to their existing portfolio. Evaluating vendors, negotiating contracts, and provisioning and billing tasks can consume precious limited resources. 

71%

of MSP clients believe access to technology & service innovation were the most critical factors affecting buyer satisfaction.

71%

MSP clients believe access to technology & service innovation were the most important factors in buyer satisfaction.

Competitive
Services

Industrialized
Productized

Complete
Portfolio

To attract more customers, your service offerings need to be well productized, competitive and must provide high-value. Begin by improving the breadth & depth of technologies you support.

PROTIP: The right partner can support every facet of service operation—from running the NOC to managing automation and improving cybersecurity.

To attract mid-market customers, your service offerings need to be well productized, competitive and must provide high-value to clients. Begin by improving the breadth & depth of technologies you support.

PROTIP: The right partner can support every facet of service operation—from running the NOC to managing automation and improving cybersecurity.

Stay ahead of competition

Put the pedal to the metal.

The managed services market is more competitive than ever before. When your MSP business starts, it’s common to thrive on hardware sales. However, if you aren’t equipped to address new requirements, your business is exposed to risk. It’s critical to craft a unique competitive advantage and differentiate your services from others, to acquire new customers.

62%

MSPs say acquiring new customers is their top priority for the next two years.

Extensive
Analytics

Stellar
Support

Differentiated
Services

A substantial acquisition strategy, combined with extensive analytics & resources, sales training, and support will help you acquire new customers, improve retention, and unlock more significant opportunities.

PROTIP: Adding a single customer could be enough to achieve 30% growth or more in one year.

A comprehensive acquisition strategy, combined with extensive analytics & resources, sales training, and support will help you attract and acquire new business, improve client retention, unlock bigger opportunities, get better close rates and higher margins.

PROTIP: Adding a single customer could be enough to give you 30% growth or more in one year.

Awesome! You’ve navigated the right path and completed your journey on the road to transformation.

Want to become a next-gen MSP by making these changes?

We’ve helped one of the largest and most successful service providers in North America transform into a next-gen managed services provider.

Download Case Study

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