Blog to share our thoughts

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The advantages of bundled Managed Services

Standardised, bundled services allow service providers to demonstrate value in an effective, cost-efficient and straightforward way. Offering predetermined tiers (typically Bronze, Silver, Gold) that respond to different business objectives, deliverables and budgets simplifies the workload for the service provider and leads to greater productivity and profitability.

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Types of MSP models in play

In the era of Anything-as-a-Service, enterprises require service providers who are strategic partners and need to onboard those with capabilities to deliver end-to-end support. But with different MSP models currently in play, which is the best one to ensure both enterprise and MSP success?

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Transparency leads the way

Transparency is fundamental between service provider and customer. What’s generally missing is a shared picture of service reality. Both parties require clear evidence of the customer’s situation, providing insight so that the right action can be taken. To enable a service provider to become a strategic partner and trusted advisor to their customers, the solution is to offer a unique value proposition; changing the way the state of a customer’s network is reported and communicated so that it is both meaningful and presented in a format which they understand.

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The problem with the SLA and NPS

Reliance on Service Level Agreements (SLA) is typically another step on the road to developing poor MSP to customer relationships. Yes, the SLA sets the boundaries and expectations for what level of service the customer is promised, but it also means that the provider only delivers the minimum to meet this agreement, usually at the lowest cost to themselves.

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Don’t get left behind…

It’s no secret. Cloud computing and low-cost competition continue to force the managed services industry into commoditisation. MSPs must innovate and enhance business practices if they wish to retain value and keep pace with competitors. With new providers emerging into the marketplace every day, this creates a “me too” scenario and standing out from the crowd becomes a difficult task unless portfolios and customer service are remarkably unique.

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Are you still using ancient IT systems?

Implementing new IT systems or infrastructure is costly, time-consuming and can have an adverse impact on normal business activities. It’s a frustrating and mammoth task; starting from scratch and investing in resources for setup and training. Consequently, business owners tend to hold onto legacy systems for a lot longer than they should.

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