INDUSTRY VIEW

Managed Service Providers are under increasing pressure to deliver greater value, improve efficiency and anticipate customer needs in an increasingly competitive market. Greg Jones, Senior Vice President of MSP Success( EMEA & North America) at Kaseya, tells us how MSPs can use data, analytics and AI-driven insights to make better business decisions, optimise operations, strengthen customer relationships and create a foundation for sustainable growth.

Today, industry clients expect true partners that can genuinely move the needle and go the extra mile. Within that context, the most successful MSPs are not the ones reacting to customers’ issues as they arise, but the ones that are several steps ahead.

Getting there relies on data. Indeed, if MSPs can proactively analyse the client data that has been made available to them, then they will be able to anticipate client needs, address challenges before they arise and make informed suggestions about process improvements.

It has never been easier for MSPs to deliver this kind of service for their clients. An increasing number of processes are now digitised. It is why Remote Monitoring and Management( RMM) and Professional Services and Automation( PSA) have become ubiquitous among MSPs.

These digital platforms are home to extensive datasets that can be value drivers for MSP customers, providing insights into everything from customer acquisition to service delivery, productivity, profitability and more.

Greg Jones, Senior Vice President of MSP Success( EMEA & North America) at Kaseya

However, the very same thing can be said for MSPs themselves. From customer relationship management( CRM) platforms to service desk and monitoring tools, their own datasets are rich sources of highly valuable insight.

The uphill battle facing resource-constrained MSPs The challenge right now is that many MSPs fail to find the time to leverage these datasets effectively.

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