The MSP industry has changed radically, much faster than any other sector. As a result, IT providers also need to make changes and adaptations to continue to increase revenue and maximize profit.
One of the notable trends worth considering is the move to outsourcing help desk and network operations center . Roles such as dispatch, tier 1 and tier 2 support, once considered internal roles, are professionally outsourced, giving MSPs a strategic and financial competitive advantage.
These are some of the reasons why this trend is important and why smart MSPs are moving to hybrid or fully outsourced help desk services.
Unlike in-house staff, outsourced providers do not take sick days, vacations, or holidays. Instead of managing your employees, you’ll get ongoing services, including something from a help desk call professionally answered to support end users on demand.
While this help desk service rationalization takes infinite scale, the company’s focus shifts from human resources and ticket metrics to product development, marketing, and sales. Additionally, help desk outsourcing enables companies to support any end user worldwide without worrying about staffing, effectively expanding the market group and driving further growth.
While labor costs continue to rise in the IT department, MSP’s margins are falling as clients refuse to pay more for managed services. Offshore outsourcing providers, on the other hand, are economies of scale and can provide help desk staff a small local salary to maintain profitability and grow.
This allows the owner of the new normal and expert MSP to see the letters written on the wall. Outsourcing a less strategic support role at MSP can help reduce unnecessary costs and quickly increase competitiveness.
- Customer Attitude
Outsourcing may have been a bad name in the 1990s, but customer attitudes toward outsourcing have changed significantly. In fact, MSP customers and IT service providers are less concerned with the location of technicians and tend to be much more concerned with how quickly and efficiently IT issues are resolved.
High-quality, third-party support service providers focus on first-time customer satisfaction calls to ensure that both the quality of work and the number of closed tickets meet and exceed customer expectations. What to do.
- New Source Of Income
MSPs are undergoing a wave of change, and some are opening 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.
Help desk execution can be very annoying, and MSP owners are cut off from strategic efforts to ensure that tickets are handled correctly and staff work optimally. Often For strategic MSPs focused on new business models, this can severely limit their ability to execute on their new vision.
- Sales Growth
As MSP owners focus on recruiting sales and marketing and personnel management, the results can be staggering. Take advantage of sales methods and pricing strategies to work with you to earn more business. This enables the services we provide to maximize our expertise to help reduce costs and ensure more continued revenue, Win / Win Approach.