Why being an MSP Is a full-time job

Launching an MSP business is a steep learning curve, characterised by significant costs and complexities. Even the most well-respected VARs or vendors that pride themselves on service delivery and customer service probably aren't equipped to make the transition to an MSP. The reality is that starting an MSP requires a big investment of time, capital, and resources. New businesses or new lines of business consume a lot of cash and can quickly drain you of energy and resources, especially given the ramp-up time associated with bringing a successful MSP proposition to market. 

The challenges of building a new business model demand the development of a strong value proposition. This involves finding the right people, sourcing the right technology, and developing your own software and tools capable of integrating the services you’re looking to manage. The process of setting up the necessary infrastructure, including software and tools, can be daunting for those venturing into this territory without prior experience.

Creating a successful MSP requires a deep understanding of the market and an ability to adapt to rapid technological advancements. Business leaders must stay informed of industry trends and customer needs, as the experience of managing data protection as a service comes from a long history of dedication and hard work. While the potential for margin certainty and customer retention is appealing, the upfront effort can be overwhelming for many organisations.

The value of a specialist MSP

The landscape of managed services has evolved dramatically, highlighting the value that specialist MSPs bring to the table. As businesses increasingly migrate to cloud and SaaS solutions, the demand for comprehensive MSPs has increased. Unlike generalists, specialist MSPs possess deep expertise in specific technologies and industries, enabling them to deliver tailored solutions that meet the unique needs of their clients. Their experience and established partnerships have enabled them to provide exceptional service in the data protection space, reinforcing the idea that specialised knowledge leads to better outcomes. By focusing exclusively on managed services, these providers can dedicate their resources and expertise to creating high-quality offerings that ensure robust service delivery, compliance, and security.

Moreover, specialist MSPs can offer significant advantages when it comes to managing complex IT environments. The integration of multiple technologies, compliance requirements, and ongoing maintenance can overwhelm internal IT teams. By partnering with a qualified MSP, organisations can offload these responsibilities, allowing their in-house teams to focus on strategic initiatives rather than day-to-day operational concerns. MSPs not only enhance operational efficiency but also strengthen trust with clients by serving as extensions of their IT teams. Ultimately, the value of a specialist MSP lies in its ability to deliver reliable, scalable, and efficient solutions that not only address immediate needs but also position businesses for future growth in a fast-changing technological landscape. 

How to build an MSP team

Building a successful MSP team requires a strategic focus on providing exceptional customer service around the clock. A well-structured team that operates 24/7 can ensure clients receive timely assistance, addressing potential issues before they escalate. For instance, Assured Data Protection has established a Centre of Excellence in Costa Rica, that services the Latin America region, staffed with highly trained engineers who deliver continuous support across various sectors, showcasing how a dedicated team can enhance client satisfaction and foster trust. This proactive approach not only mitigates risks but also strengthens client relationships by ensuring that businesses can rely on immediate and effective responses to their needs.

An essential element in forming a robust MSP team is implementing a scalable service desk that can accommodate growth. As organisations expand, they must assess their support structures to meet increasing demand efficiently. Assured's experience highlights the importance of appointing experienced leadership to oversee this transformation. For example, by hiring a Global Support Director, Assured could implement structured training and consistent documentation practices, allowing for 24/7 coverage and a tiered support model to tackle complex issues effectively. This strategic framework can help ensure that all team members are equipped to provide high-quality service, leading to better client outcomes.

Ultimately, a commitment to exceptional customer service is vital for any MSP aiming for long-term success. Establishing a proactive support model, as demonstrated by Assured's 24/7 service framework, not only enhances client satisfaction but also positions the company to address a wide range of client needs effectively. By focusing on the training and development of their teams, MSPs can create a culture of excellence that drives continuous improvement and innovation in their service offerings.

How to make your MSP business international

Expanding your MSP business internationally can significantly enhance your service offerings and customer base. Recently, Assured successfully extended its operations into Canada, Latin America, and the Middle East, showing how a strategic approach can lead to rapid growth in diverse markets. Such expansion not only helps meet the increasing demand for data protection solutions but also allows MSPs to navigate complex local regulations effectively.

Understand Local Regulations and Compliance Needs:

Different regions have varying data sovereignty and privacy laws. MSPs must be well-versed in these regulations to help organisations navigate complexities. Establishing data centres in new regions can address compliance concerns, ensuring local and U.S.-based firms with subsidiaries meet their legal obligations without compromising data security.

Rapid Data Centre Deployment:

Implementing a rapid data centre rollout model allows MSPs to quickly establish operations in new markets. Utilising standard designs can help bring data centres online in weeks rather than months, facilitating a timely response to customer demands.

24/7/365 support: We’ve talked about this above but having around the clock support in the local language is critical to keeping service levels high and at the MSP standard.  

Emphasise Cyber Resilience:

As cyber threats grow more sophisticated, offering robust disaster recovery and cyber recovery solutions is essential. MSPs that prioritise cybersecurity can position themselves as trusted partners in safeguarding critical data.

For those unsure about making a full commitment, a strategic partnership with an established MSP might be the most sensible approach. This collaboration allows businesses to share resources and expertise, enabling them to mitigate risks while still reaping the benefits of managed services.