INFLECTION POINT
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in that we know how the telephony works, how the finance system works, how all the server infrastructure is put together, so when it comes to leveraging AI to do advanced workloads, we can quickly and easily pull all that together. We know where to point it and we can help unblock the projects that they’re running internally, or they can just give it to us and say, ‘give me the outcome, I want it to do X, Y, Z’.” Iain adds that Inflection Point is also helping clients to see the benefits of AI beyond things like Copilot or transcribing meetings – something other MSPs may not do. He says this is down to the relationships that he likes to build with clients that go beyond being purely transactional and more to being trusted advisors. A key part of this is how Inflection Point is structured. The company has a lean management structure, with Iain at the top, which means decisions can be made quickly. It also gives consistency for customers too, as they get to know the people they deal with over time. “There’s no private investment, it’s one person at the top, and I can make the choices and changes,” explains Iain. “We can be very agile and come up with clever things for our customers quickly that some bigger MSPs or MSPs that are grouped together through private equity just can’t do. We’ve steadily
grown because of driving that technical focus forward and partnering with our customers and listening to them. “We have customers that have been with us a long time because we’re not transactional, it’s a relationship. We do the right thing. This is complicated stuff we do and it doesn’t always go smoothly, but we’re honest with our clients when things don’t go the way we hoped that they would and always work with the client to put it right.” It is the value of old-fashioned customer service that still goes a long way. “Our account managers are technical, they used to be engineers or service desk folks, so they understand what we’re doing, and they don’t have targets or quotas, it’s about what is the best thing for the client,” says Iain. “That’s always driven our growth, we’ve not had to sell at all costs. “It’s about finding the right solution for the right customer, and different customers need different things. We account for that with our way that we relate to them.” Keeping on top of tech With customers increasingly demanding AI-based solutions, it is important to keep on top of technological developments, and Iain is confident Infection Point does this. “We’ve embraced a business operational structure called EOS – Entrepreneurial Operating System,” he explains. “It allows me to fulfil that visionary role. I can fire up a sandbox, do some development on solutions. If something works for us internally, we can then have conversations with our clients about that and take that learning and pass it on to the development team. They can productise it or stress test it, and then we can take that into products and services that we then sell. “Our customers are open to ideas that means we can try things, and if we can turn it into something that works for them, then that’s great and if it doesn’t,
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We can be very agile and come up with clever things for our customers quickly that some bigger MSPs or MSPs that are grouped together through private equity just can't do.
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