The MSP business has changed completely,
much faster than any other sector. As a result, IT providers must also make
changes and adaptation to continue to increase revenue and maximize profit.
A notable trend worth considering
is the move to the outsourced service desk and NOC services. Roles that were once
considered internal roles, such as dispatch, Tier 1 and Tier 2 support, have
been professionally outsourced, giving MSPs a strategic and financial
competitive advantage.
Reasons why this trend is
important and why smart MSPs are moving to hybrid or fully outsourced help desk
services include:
1. Scale
Unlike in-house staff,
outsourcing providers do not take sick days, vacations, or holidays. Instead of
managing employees, we offer everything from professional technical support
calls to end-user support.
While this streamlining of help desk support services will lead to infinite scale, the company's focus will shift
from human resources and ticket metrics to product development, marketing and
sales. In addition, help desk outsourcing enables companies to support all end
users around the world without having to worry about staffing, effectively
expanding the market group and driving further growth.
2. Cost
While labor costs continue to
rise in the IT department, MSP margins are decreasing as clients refuse to pay
more for managed services. Offshore outsourcing providers, on the other hand,
have the economy of scale to provide help desk personnel for only a small
portion of their local salary, and can maintain and increase profitability.
This allows the owner of the new,
normal, ready MSP to see the letters written on the wall. Outsourcing a less
strategic support role at MSP can help you cut unnecessary costs and increase
your competitive advantage quickly.
3. Customer Attitude
Outsourcing itself may have been
a bad name in the 1990s, but customer attitudes toward outsourcing have changed
dramatically. In fact, MSP customers and IT service providers are less
concerned with the location of technicians and tend to be much more concerned
with speed and efficiency in solving today's IT problems.
The outsourced high-quality help desk service provider focuses on first-time solutions and customer satisfaction
calls, ensuring that both the quality of work and the number of closed tickets
meet and exceed customer expectations.
4. New Sources Of Income
MSPs are undergoing a wave of
change, and some are opening entirely new business models. Whether it's
cyber security or digital transformation, it is important to have the time and
flexibility to focus on your strategy.
Running a help desk can be very
annoying, and MSP owners are separate from strategic efforts to ensure that
tickets are handled correctly and staff are operating optimally. Often For
strategic MSPs that focus on new business models, this can severely limit their
ability to execute the new vision.
The outsourced help desk focuses
on growing new revenue streams while handling all front-line support, answering
calls, following tickets, and solving IT issues.
5. Sales Growth
Benchmark 365 partners have
reported revenue growth of up to 97% in 12 months from outsourcing to private
label IT services. Is there something like that?
When MSP owners focus on
marketing and sales when recruiting and managing staff, the results can be
surprising.
With Benchmark 365, you will
share your sales methods and pricing strategies, and work with your customers
to gain more business. This allows the services we provide to make the most of
our experience, which will help reduce costs and ensure more continued revenue,
Win / Win Focus
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