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5 aspects of managed services that would benefit from a ‘business detox’ in Q1

New Year is traditionally the time for making resolutions; declaring intentions to do all manner of things better in the year ahead. For many people January means a detox – often to compensate for all that over-indulgence over the holiday period.

But a ‘detox’ can be good for your MSP business too. And what better time to address ‘unhealthy’ business practices than at the beginning of a new sales year.

Here are five practices that could benefit from a ‘detox’ in Q1.

  1. Stop your team from being overwhelmed by N-central™ alert noise

You may have invested in SolarWinds MSP N-central, but not yet realised all the benefits you expected. Specifically, you may be finding it difficult to manage proactive alerts by exception because of stale and misconfigured server and network devices. So your support team is being flooded by proactive alerts, many of which could have been screened out as not relevant or as having a very low threshold, making them less productive and impacting customer satisfaction levels too.

As with any RMM tool a certain amount of fine-tuning of N-central is required if you are to reap the full benefit. But if you don’t have the ability to do this in-house, don’t worry. We can do the ‘detox’ for you.

As a SolarWinds MSP Certified NOC Partner we offer a unique Audit and Fine Tune service for N-central to quickly identify and optimise key areas that may have been preventing you from getting the most out of your investment.

The results have an immediate impact, as expressed by one of our Audit and Remediation customers:

“Following the completion of the project, we saw a 25% reduction in the number of alert tickets and an increase in our ability to proactively address server and network problems. We have also leveraged the best practices learned through the engagement and have updated customer onboarding templates, based on some of the findings. The clean-up effort gave us a significant lift to leveraging N-Central in a more efficient manner – and improved staff productivity.”
Steve Martel, Senior Vice-President of Services, Winxnet

 

  1. Optimise Datto monitoring

As your business continuity customers grow in number, so too does the number of devices you must manage. You may be struggling to monitor and manage this Datto fleet cost-effectively 24/7/365, while maintaining high levels of service in the other areas of your business.

Yet this work is critical to the business continuity services you offer: your customers have invested in Datto solutions to keep their businesses running, with minimum downtime. That means you must be monitoring your Datto environment 24/7.

But all too often your engineers become bogged down in this work when their skills could be better deployed elsewhere.

We can take away a lot of this pressure.

As Datto’s only Select Vendor for NOC services, our Datto Technical Specialist (TS2) engineers can help you with Datto monitoring, management and remediation. You benefit from flexible, cost-effective services that will support your growth, from improved operational efficiency and the ability to free up your team to sell more Datto services and take on higher value business continuity projects.

  1. Make project backlog a thing of the past

You may be finding it difficult to meet client demand for projects in a timely fashion because you don’t have the appropriately skilled resources – or you don’t have enough of them.

Take Office 365 migration as an example. This can be very lucrative for MSPs – not just for the one-off project fees but by opening up the prospect of future service offerings. But the dilemma is often how to carry out these migration projects more efficiently, profitably and without obliging customers to wait.

Because a backlog means that the revenue from valuable project work is also being deferred.

We can help.

Using our resources you can ramp up the number of projects you can handle at any one time. This is good for revenues – and good for customer satisfaction too.

Plus, our project services are affordably priced, so you don’t have to sacrifice your margins.

“We leverage Inbay’s professional services when our vCIO team sells a backlog of project hours that our internal pro services team can’t bill within 30 days. This allows my company to both capture and realise the revenue faster, rather than having it sit in a backlog that won’t help move the needle for the month – or possibly even the quarter it was sold in. We also improve our client satisfaction by completing projects and initiatives quickly.”

centrexIT, USA

 

  1. Offload the daily monitoring and maintenance grind – and reduce stress

2019 will undoubtedly see you adding advanced services layers (security, business continuity and data analytics, for example) to your core managed services offering. All too often, however, the in-house engineers who should be focusing on these more profitable areas are being deployed on ‘bread and butter’ tasks such as the monitoring and maintenance activities that are part and parcel of your managed services stack.

Partner for NOC and you can offload this day-to-day ‘heavy lifting’ and redeploy your expensive, highly skilled engineers on to more profitable projects and services.

You have access to a pool of experienced resources, so you can always have the right staffing levels in place to cover peaks in activity or a sudden rush of service requests. This takes away a lot of the stress involved in trying to scale your MSP business while ensuring that high service levels continue for your existing base. It also enables you to move up to servicing larger, more complex clients without having to increase head-count.

  1. Catch up on sleep!

Your SMB customers are now less willing to accept that if something ‘breaks’ during the night, it will not be addressed by their MSP until the following morning. Many expect more proactive support out of business hours – just as they expect any problems that crop up over public holidays (Christmas and New Year, for example!) to be resolved quickly, knowledgably and professionally. Exactly like on any other day.

Unfortunately, many MSPs still struggle to deliver this service in-house and it can be a problem for them when pitching for new business; sometimes even a ‘deal breaker’ when dealing with larger, more complex organisations.

So if you are still jiggling rotas and shift patterns to cover out-of-hours and holiday periods – or suffering from 24/7 phone addiction (a server might go down, an alert might get missed, a customer might email at midnight, a router might die…!) –it is definitely time to look at partnering for 24/7 NOC.

We can provide the out-of- hours support you need cost-effectively, 24/7/365, so removing a major area of stress for you in trying to resource cover in-house. It will also ensure you have fewer sleep-disturbed nights in 2019!

The vast majority of New Year resolutions are short-lived. This is particularly the case when their benefits are slow in coming.

But I believe that even if you just carry out one of the ‘detoxes’ noted above you will see measurable improvements to your MSP business very quickly.

Contact us now to find out how we can help.

 

 

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