4 challenges for managed service providers

As an MSP, you help your clients manage their critical infrastructure and connectivity, support and monitoring.

But if your local team is buried in dispatch and troubleshooting, they might not be able to address your client’s wider needs. That can impact on your client relationships and potentially lead to attrition.

One benefit of working with an offshoring partner is to free up your local staff to focus on value-added advice and client relationships.

In working with our MSP clients, we see some recurring challenges they are facing, including:

  1. The challenge of client expectations

In the MSP space – as everywhere – it’s about the client: their needs; their expectations; their demands.

As dispatch work is increasingly commoditised, client expectations have changed. Our MSP clients are typically focused on highlighting the solutions their services provide to their clients.

  1. The challenge of timely payment

Even as client expectations are rising, their propensity to pay in a timely fashion seems to be decreasing. As such, many MSPs are adopting payment technologies (such as Stripe for credit card payments) and even financing plans to allow clients to spread payments over time.

  1. The challenge of technology

Technological change impacting MSP providers is remarkable and ongoing. Many of our MSP clients are continually reviewing their chosen products to ensure they remain appropriate for their businesses and meeting client expectations.

There are great tools out there that assist MSPs to innovate and better service their clients. Those advances have also opened the pathway to changed service delivery methods, including offshoring.

  1. The challenge of competition

Technological changes have effectively ‘democratised’ access to software and reduced barriers to entry into the IT and MSP markets. A cluttered marketplace makes it harder for a potential client to understand why your MSP is different and focused on their needs.

An offshoring provider can help you address some of these challenges. Offshoring can principally assist with efficiency – that is, the timely management of dispatch and troubleshooting, the increased availability of resourcing, the ability to access labour in lower cost environments. Collectively, this can enable your local staff to focus their time on providing value-added solutions to your clients.

« Go back