Owning or working for a Managed Service Provider is hard work. More often than not, you’re dealing with a host of different issues from a huge variety of different platforms, customer structures, and each client has their own unique ‘quirks’ that you have to get used to. Sometimes, selling your services to a customer/potential customer can be the hardest part. Here’s a short list of things that should help them to realize your value.
Let’s assume the average customer has around 20 users that they require supporting. Your support cost per user is roughly £30/user/month and possibly another £100 for servers/out of hours. Your support costs to your client average out at around £700 per month. If they were to hire a full-time engineer to manage their network instead of hiring your company, they would easily be looking at around £2,000 per month for a fully qualified technician. Using this logic, it makes sense for any business up to around 60 users to utilize your services.
As an MSP, you get access to some of the most SMB-Focused software around. Things like PSA/RMM software is mostly used in the MSP environment. This means that ticketing, automation, patching, etc. are all included within their support agreement with minimal downtime for the customer. Other services such as Backups and Documentation.
Let’s say, for example, an SMB hires an in-house technician. Are they going to be willing to pay for them to go on training courses and to become certified in specific fields such as Cisco, Microsoft, VoIP Technologies? Your MSP could easily have a competitive edge by providing your client with certified technicians who are getting the job done more efficiently.
Would you rather have one in-house technician or a whole service desk team? You’re offering your client a place to call with somebody on-hand all of the time, remote technicians always on hand to help, and even visit the site for faults/installations as and when required. For a company with 50-60 staff, one engineer could become overwhelmed with the amount of work that you could have 3-4 technicians working on for the client.
They only know what they know
As an MSP would likely look after hundreds (if not thousands) of devices, you know what works for people. You’ve implemented solutions for customers and received feedback on how this has helped or hindered their business. This puts you in a position to provide your clients with extremely valuable advice when choosing their technology products. An in-house technician will only know of the limited products that they have used, and nothing further.
What about the other services
What about Office 365 Licensing and Anti-Virus, etc? Your client would have to purchase these anyway. Any costs to the business are still the same costs, regardless.
Customers over 50+ users can also see a huge benefit from having an MSP, they may be looking to hire an in-house technician for the usual day to day work, but you can work with them rather than against them. Products like ConnectWise provide licenses for products like StreamlineIT whereby the in-house technician can escalate a ticket to yourself if they are unable to deal with it. This collaboration can be the key to your success in working with bigger clients.