The Road to Transformation

How to become a Next-Gen Managed Services Provider

Your managed services business is like a rickety old ‘car’ struggling to move, limited by inefficiencies, while your competition zooms ahead in a ‘new car’.

Next-Gen MSPs can deliver consistent client experiences, which enables them to grow recurring business and improve margins
while reducing costs. 

Begin by selecting your car for the journey ahead

CHOOSE WISELY OR FALL BEHIND

Road to Transformation

Managed service providers struggling to keep pace with their client’s digital transformation should renovate their own service operations to help their clients change.   

CHOOSE WISELY OR FALL BEHIND

Think of your managed services business like a rickety old ‘car’ struggling to move, hampered by inefficient internal operations, while your competition zooms ahead in a sleek, ‘new car’.

Market shifts and changing customer needs in a digital environment means that most MSPs that are unable to reduce operational costs, deliver consistent managed services and optimize their managed services business risk losing out to competitors that have already transformed. 

As a company considers the buying journey of their prospects and customers, they should be cognizant that there are natural checkpoints along the Roadmap to Revenue to ensure that all the gears in the machine are running as they should.

Take the High Road - Transform into a Next-gen Managed Services Provider. 

THE STARTING LINE:

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

Congratulations, you’ve made the right choice! Fasten your seatbelts and scroll down to learn how to optimize managed services delivery operations. Are you ready to turn on the ignition and zoom ahead?

Managed service providers (MSPs) are concerned about margin erosion due to high operating expenses, client churn, and decreasing sales revenues.

50%

On your journey you’ll find garages to work on your car and quick tips to fix burning issues such as, client attrition, declining margins, and the inability to scale services.

What's under the hood? 

Your service delivery operations are what keeps your ‘car’ moving. 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 annual 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 their operational 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 automation, innovation and consistent service operations. 

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 to save 20% in run costs.

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

Where the rubber meets the road.

This is where your services are consumed by clients. It’s all about delivering the ultimate client experience. With customer expectations rising, you can’t afford to 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.

of marketing-engaged contacts become

​marketing-qualified leads on average

22%
Customer churn among MSPs is currently very high—on average, every month an MSP gains five customers but loses four.

Enhance
Visibility

 

Extensive
Technologies

 

Service level
management

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

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

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

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

The right set of wheels.

With the right tool set, you can get the job done in half the time. MSPs are using outdated enterprise tools instead of tools created specifically for service providers. This 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 leads to 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 leads to 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 tools enable predictive monitoring that ensures 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 that ensures uptime and higher service levels across client environments, including internal network infrastructure, servers, storage and cloud-based apps and resources.

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

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%

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 important tasks that keep your organization running, but that 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: Reduce employee attrition rate by 10% using functional sourcing to manage routine tasks and streamlined business processes.

Focus on outsourcing routine but important tasks that keep your organization running, but that 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: Reduce employee attrition rate by 10% using functional sourcing to manage routine tasks and streamlined business processes.

Put the pedal to the metal.

You need to grow your recurring revenues and managed services business and you need to do it before your competition does. Even MSPs, who are 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%

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

71%

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

Competitive
Services

Industrialized
Productized

Comprehensive
Portfolio

To reach out to 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.

To reach out to 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.

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

Get on the fast lane.

The managed services market is more competitive than ever before. When an MSP business starts, it’s common to thrive on hardware sales. However, if you aren’t equipped to address new requirements, you expose your business 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 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.

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 worked on your car and navigated the right path to transformation!
Want to grow your MSP business by making these changes?

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

Contact Us

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