Turn All Your Customers into Rock Star Clients

posted by Lori Berry on Monday, October 10, 2016 in Unified Communications and IT Blog

Every MSP has (some lucky MSPs had) a few noisy clients. They are riding their outdated technology, making trouble for your help desk. Almost every one of their users has called into your help desk for one thing or another. That client is not happy, and neither are you because they are hurting your profitability, and possibly your morale.

Now think about your best client. They willingly adopt the standard technology stack you recommend, they run like a well-oiled machine and your service team jumps at the chance to solve the few tickets they have.

What if you could identify your noisiest clients and turn them into those rock star customers who are happy and help you stay profitable? That is the magic of standardization. For many it is a legend. They have not had the discipline to implement a standard stack and have no roadmap to get there.

We connected with MSPCFO to find out if the Hardware as a Service (HaaS) model influences noisy customers. (By the way, MSPCFO takes data fromConnectWise and uses it to help Solution Providers make better decisions.) One of MSPCFO’s strengths is pinpointing those noisy customers, so we asked, does refreshing hardware quiet those customers?  Will standardization improve the efficiency of a service desk?

What We Expected

We suspected since companies who are delivering an As-A-Service model are more often deploying a standard stack, they would be more efficient. We thought end-user customers on an As-A-Service model, like HaaR, would have newer technology and as a result would have fewer calls into the MSP, and the issues that came up would be easier to fix since the technology is familiar to the technicians.

The Results

MSPCFO looked at 16 end-user clients who were sold Hardware as a Rental deals. After pulling a quick report, MSPCFO found 75% of the HaaR deals led to improved labor profitability. On these deals, profitability improved by almost $50/hour.

There are many levers you can pull to influence the efficiency of your business. If standardization is one of those levers, join our upcoming webcast with MSPCFO CEO Larry Cobrin to see the specific metrics Solution Providers have improved plus hear from a MSP on the business model change they adopted to successfully implement standardization and their results.

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About The Author

Lori K. Berry is the Director of Strategic Technology for the Communications and Data Group at GreatAmerica Financial Services. She began her career in the IT channel  as an account manager for an MSP in Cedar Rapids, IA in 2003 before joining GreatAmerica in 2009. Lori has represented GreatAmerica at industry events, putting most of her focus on Life-Cycle FinancingTM, a strategy that combines financing solutions with IT business objectives. Lori also develops integration between GreatAmerica client portal tools and client software applications.  Lori earned her B.A. degree in MIS (Management Information Systems) from the University of Northern Iowa as well as a certificate in International Business. Email: lberry@greatamerica.com

  1. as-a-service
  2. managed services
  3. standardization
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