MANAGED SERVICE PROVIDERS
CONTINUED
identities locked down as much as possible with things like multifactor authentication and protecting emails – including employee awareness of phishing scams and the like with what to look for, what not to click on. “It sounds obvious, but we know that things get through the net, especially as they get more sophisticated,” he says. “Such as the ones where it looks like it’s from internal accounts or things that you would normally trust, it’s making sure that you’re suspicious of everything. “It is about making sure that customers have got the right security products that can help them, whether its email security, M365 security or whatever to protect them as much as possible. But it is also about awareness of the changes and new potential risks that come with things like AI and keeping ahead of that. It lies with the reseller to make sure that everything’s secure.” Fierce competition With rising demand for managed services, and more businesses developing offerings in this space, it means that competition is fierce. But there are ways MSPs can ensure they stay ahead of their rivals. Gaidar says that vertical specialisation is the strongest tool. “By focusing on a few industries or specific profiles of businesses, MSPs can offer a tailored solution for the type of business,” he says. “Customers tend to prefer specialised MSPs with similar companies in the portfolio, and the vertical approach allows MSPs to get a competitive edge in specific scenarios. “Another way to compete is to focus on local businesses, offering unmatched service by having a technician arrive on-site in case of a significant failure in very little time. Combining those two advantages gives MSPs a solid competitive edge.” Nick adds that MSPs are evolving, and those that thrive have become consultants and advisors – their customers are looking to them for authority and expertise. “It is providing an opportunity for them to differentiate,” he says. “By leaning on technology providers and distributors like Arrow, MSPs can in turn draw on the expertise and programs offering support and training to help their businesses to grow.” Greg adds that MSPs shouldn’t let customers tell you what they want or need. “They might think they know, but the only thing they truly know are the pain points within their business and the outcome of what they would like the
Steve Grey
CONTINUED He adds that strategic partnerships, which involve collaborating with tech providers and other MSPs should also be considered. “Collaborating with other companies can extend your capabilities and reach,” he says. “This might involve partnering with specialised service providers, or software vendors, to offer complementary services, enabling a more comprehensive solution set for customers.” Dan adds that it’s important to try and specialise where possible. “Perhaps by developing a niche or bespoke service,” he says. “In a similar thread, can you adopt a proactive approach to your services? Consider moving from reactive to proactive and predictive service models to help your customers before problems develop. business to achieve. “If you let the customer control the sale or solution, then you are in danger of not delivering a true ROI and possibly doing more harm than good. Remember, MSPs have the option to walk away from a deal if it is felt it is the wrong solution for the business. You will be surprised how many will come back due to your integrity.” Likewise, Greg also advises MSPs to not compete on price. “That is a race to the bottom,” he says. “Have a strong message and story about how you empower the businesses that you work with and don’t allow them to mandate or control your service offering.”
Mark Appleton
also.com
If you let the customer “
control the sale or solution, then you are in danger of not delivering
a true ROI and possibly doing
more harm than good.
”
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