PARTNERS ’ PERSPECTIVE
Vendors have begun to respond to this expectation with offerings anywhere from a pricing bundle to a full platform offering everything in-between . Vendors are looking to partnerships to deliver to this expectation – however , pricing bundles and packages based on partnerships are likely to fall short of expectations of delivering a truly integrated platform experience – from onboarding and invoicing to support and workflow automations .
MSPs will seek to gain workflow efficiencies and lower their costs and hence drive profitability through automation . They will rely on vendors to leverage Artificial Intelligence , AI to deliver this automation and will want to market AI-driven services to their customers to differentiate themselves . AI-driven automation from vendors will be focused on service delivery optimisation .
The vendors most likely to succeed are the ones that have a platform with access to telemetry and technician behaviour across the wide swath of tools to best leverage AI to identify and optimise their workflows . MSPs will continue to have to invest in automation to maximise the benefits .
MSPs will demand a much better customer experience across sales , onboarding , post-sales support and billing . Vendors , big and small , have failed to meet
customer expectations on these fronts . MSPs will prioritise customer experience over best-of-breed functionality when determining which vendor to consolidate their spending with .
Enterprise-grade service providers looking to move down market to the SMB segment will continue to experience pricing pressure and reduced margins in the SMB segment while having to compete with Microsoft at the same time for those SMBs willing to spend
top dollar for an all-in Microsoft service .
Greg Jones , Senior Vice President of MSP Enablement EMEA , Kaseya
Automation-as-a-Service will be a big growth area for MSPs , allowing them to deliver affordable and scalable automation solutions directly to their SME clients without the need for a huge infrastructure
Greg Jones , Senior Vice President of MSP Enablement EMEA , Kaseya overhaul . By helping their clients automate repetitive and administrative tasks , MSPs will empower SMEs to optimise their operations and boost growth and profitability .
Another huge opportunity for the channel is Compliance-as-a-Service ; it is becoming a critical area for MSPs to invest in . Demand was bigger than expected in 2024 and this will continue into 2025 . In an increasingly complex regulatory landscape , SMEs struggle to keep up with constantly changing requirements and they will need expert help with becoming and staying compliant .
We are also seeing a massive shift from one-time sales to recurring revenue models . Many SMEs will be looking to adopt a subscription-based approach in 2025 , as it helps with customer retention and a more
Hyper-localisation is a trend that allows smaller businesses to compete with larger players by creating bigger local relevance .
predictable cash flow . MSPs can support their clients and unlock new opportunities by developing platforms for billing , customer engagement and data analytics that allow a smooth transition to a subscription model .
Hyper-localisation , tailoring services for specific regions or even neighbourhoods , is a trend that allows smaller businesses to compete with larger players by creating bigger local relevance and deeper customer connections . Again , this will become a growth area for MSPs as they can help clients leverage hyperlocal data to adjust their products , services and marketing strategies accordingly .
Gary Pica , President , TruMethods , a Kaseya company
Managed service providers are taking a more strategic role with their SMB customers as they invest more in technology and security .
Gary Pica , President , TruMethods , a Kaseya company
Lowering costs , adding value and becoming more efficient is the top priority of every MSP . Automation and Artificial Intelligence
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