E N T E R E B O O K

T H E 7 K E Y S T O M S P S U C C E S S

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Introduction

T A K E Y O U R M S P B U S I N E S S T O T H E N E X T L E V E L

The best way for any business to grow is strategically: at a manageable pace, and with a clear view of implications and opportunities as they evolve. While there’s no single, all-encompassing secret to success, these seven guidelines provide a solid framework for profitable, sustainable growth:

1. Set SMART goals

2. Know your customer

3. Provide structured but flexible service offerings

4. Use research-driven pricing

5. Have documented, repeatable internal processes

6. Have a proactive sale process

7. Deliver services using fully integrated technology

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S E T S M A R T G O A L S

A clear vision is crucial to any enterprise. For MSPs, that means setting serious, concrete long-term and short-term goals SMART goals are specific, measurable, attainable, realistic and timed.

Specific: Understand what you want to accomplish, create sales plans and stick to them.

Measurable: Build accountability into the sales plan by setting clear objectives.

Attainable: Make sure your goals require effort, but are not out of reach.

Realistic: Set goals that match the skills, resources and time you have available.

Timely: Commit to timeframes and deadlines with specific start and end points.

By setting goals like these, top MSPs build accountability and close the gaps in their go-to market plans.

SMART goals help answer questions like:

• Are our new services well defined?

• Are we trained on the right technology?

• What is the timeline for all our activities?

Key #1

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K N O W Y O U R C U S T O M E R

“The market” is not one homogeneous entity with a single set of IT needs: every segment requires its own tailored services approach. Market segmentation exercises can deepen your understanding of key customer segments and how your IT services support their critical business activities. This helps identify opportunities in particular segments and build on existing c ustomer relationships. Anticipating technology needs

Talking openly about emerging technologies with customers helps MSPs to stay relevant and ahead of the curve. Anticipating your customers’ long-term needs will allow you to adjust your business plan while adding value to the end customer.

Key #2

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P R O V I D E S T R U C T U R E D B U T F L E X I B L E S E R V I C E O F F E R I N G S

When MSPs focus only on fixed-fee services, they appeal only to customers who place very high value on their IT systems. To achieve 100% market coverage, provide a flexible, a-la-carte service offering. This appeals to customers at every level of IT maturity, selling individual solutions as managed services.

The 80/20 rule

Only 20% of the addressable market wants a fully managed, fixed-fee type engagement. The other 80% of the market is dominated by customers that want to buy individual products and services like antivirus, anti-spam and back-up.

Key #3

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U S E R E S E A R C H - D R I V E N P R I C I N G

While it may seem daunting to undertake in-depth research, a good investigation into service delivery costs can help you identify the right price points, models and approaches for each service offering — whether it’s penetration pricing, premium pricing or promotional pricing. By researching the pricing that will best serve your business, you can position yourself to maintain healthy margins while delivering value to the end customer.

Competing with agility and flexibility

Customers are no longer paying MSPs for use of infrastructure, so the MSP’s value is now based on the end-user experience. This means MSPs must quickly and consistently align their pricing models with new marketplace trends, staying relevant by being ahead of the curve.

Key #4

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H A V E D O C U M E N T E D , R E P E A T A B L E I N T E R N A L P R O C E S S E S

When every one of your technicians has the skills to support customers with the same level of service quality, you demonstrate reliability and inspire confidence in your business. Having repeatable internal processes allows you to consistently deliver services to a common standard for customers in all market segments. By documenting your processes and operating procedures, you can ensure technicians are working in a consistent, repeatable and scalable way — regardless of experience or skill level — to reduce ‘tribal knowledge’ and ‘key tech syndrome.’

Consistent service quality

Documenting your processes may seem like a daunting step — but the payoff is well worth the investment, as it saves time and helps ensure every customer received the same consistent quality of service.

Key #5

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H A V E A P R O A C T I V E S A L E S P R O C E S S

Sales are the lifeblood of your business, and knowing exactly what the next sales step is gives you a big advantage. Without a repeatable process, customer relationships can become confused and veer off-track. By making sure your selling process follows specific, repeatable steps — lead generation, lead qualification, assessment, proposal, close and implementation — you keep sale costs low and results consistent.

The first step of managed services is selling them

All the planning, goal-setting, research and careful documentation of internal processes are worthless if you can’t find, attract and sign-up new customers.

Key #6

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D E L I V E R S E R V I C E S U S I N G F U L L Y I N T E G R A T E D T E C H N O L O G Y

Patchwork IT solutions composed of many programs are inefficient and add complexity to planning, monitoring and managing IT infrastructure. You can deliver your services more effectively with a comprehensive RMM platform that includes remote automation, management, support, monitoring, performance reports and security protection.

Key benefits of an RMM platform

• Higher margins

• Lower service delivery costs

• Reduced truck rolls to client sites

• More automated services

Key #7

®About SolarWinds MSP

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SolarWinds MSP empowers MSPs of every size and scale worldwide to create highly efficient and profitable businesses that drive a measurable competitive advantage. Integrated solutions including automation, security, and network and service management—both on-premises and in the cloud, backed by actionable data insights, help MSPs get the job done easier and faster.

SolarWinds MSP helps MSPs focus on what matters most—meeting their SLAs and creating a profitable business.

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