EXPERT SPEAK timesaver, a resource-saver, and a qualityenhancer. And it can ensure these benefits are delivered consistently. Automation takes care of the fundamentals and creates a foundation of reliability on which the MSP can build its stable of offerings.
A knock-on effect is that this introduces scalability into MSP’ s, reducing the cost of onboarding new clients. But automation also helps the provider business revisit the gold-standard technician-to-endpoint ratio. Remember that 350 fully managed endpoints per technician is the optimum.
Setting aside possible variations due to complexity of services and the precise features of the technology stack, minimising this ratio will dictate whether MSPs can maintain high levels of service quality while managing costs and scaling operations.
With automation, however, MSPs have new options for optimising the technician-toendpoint ratio. By removing time-laden tasks from the hands of human operatives, service providers can ensure their people are less pressured. Under these relatively relaxed conditions, it becomes realistic to encourage staff to spend quality time with clients on more complex issues.
Out of this attentiveness grows a higher level of personalisation, something appreciated by B2B customers as much as it is by consumers. AI can help further by feeding human employees with up-to-date, contextual information about the client in front of them. Individualisation of service then leads to a host of upselling and crossselling opportunities.
With the introduction of automation, the MSP reduces costs, increases accuracy, improves the client experience, and thereby strengthens its relationship with all its customers. Not content with the minimisation of downtime and maximisation of productivity brought about by automation, the modern MSP can look to broaden its client base by implementing tiered service packages and flexible pricing models.
In theory, a routine task should be performed immaculately every time by a human professional.
By leveraging its new individualisation capabilities, the MSP can work with each new and existing client to find the service level and price point that suits them best. This is of particular value when markets become more volatile but also works in boom times by allowing the MSP to differentiate itself from its competitors.
The MSP could offer entry-level deals for smaller businesses who seek only the most basic IT support, while offering premium packages with add-on services like cybersecurity and cloud management to clients with larger operations. Along the way, in the course of conducting personalised conversations powered by AI, the MSP can find new upselling opportunities when their clients have need of higher service levels.
Having created a service environment with optimal satisfaction metrics, the advanced MSP can embark on another journey, one of incremental improvement and innovation. It is on this journey that the provider business ensures its longevity. Client feedback is central to the continual redefinition of benchmarks, and ongoing investment programmes will lay the groundwork for innovation.
Implementing tiered service packages shows the provider’ s clients that it understands their unique needs, that it is more than a service vendor; it is a business partner. By focusing on these things, the managed service provider guarantees both its operational efficiency and its financial stability. •
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