A new year means new opportunity for MSPs. Now's the time to invest in the right tools and tactics to ensure you're attracting new clients and retaining current ones. Importantly, that also includes investing in the right PSA software. Here are the key considerations to keep in mind to ensure your MSP is ready for 2023.
2023 is shaping up to be a great year for MSPs. Businesses are restructuring as they adjust to a new post-pandemic environment. More than ever, many companies are seeing the value in contracting out some of their internal operations as they seek cost-saving opportunities and efficiencies. Don’t let your MSP get overlooked.
If you’re an MSP owner (or prospective owner) wanting to stay ahead of the game, here are some key tips and best practices you need to bring into the new year.
As most MSP managers know, having the right PSA software makes all the difference.
If you haven’t invested in a PSA solution yet, now’s the time to give it a try. Not only does this software integrate your operations, but it provides useful insights to help you address pain points and better manage your business. If you’re juggling multiple clients, it’s a lifeline you can’t afford to live without.
If you already use a PSA, consider whether the solution is working for you. What capabilities does it offer? Does it provide you the analytics you need? Whether you’re looking for a PSA for the first time or considering switching to a new one, there are so many options out there that it can feel overwhelming. Stay tuned for a recommended solution that makes the choice easy.
First impressions matter. With so many MSPs competing for prime clients, it’s important to start any new business relationship off on the right foot. That starts with your sales and business development team. At the onset, plan to educate clients on your services in a clear and concise way. Be transparent and upfront, and skip sales practices that can be perceived as slimy.
Once a client chooses you, it’s important that their onboarding process be as streamlined and hassle-free as possible. Assign a team member to assist with importing data, scheduling meetings, and setting up account management. If a new customer is happy with this process, they’re more likely to stick around.
Happy technicians make for happy clients (and a healthier business). Take time to understand your technicians and their pain points. More often than not, they’ll tell you that they prefer to spend the bulk of their time on assigned tickets and tasks. This helps them stay on top of open items and keeps things easy and efficient.
If you require techs to log items or keep track of tasks manually, that’s a recipe for frustration. These added steps not only add unnecessary complexity, but they also take time away from the work technicians are hired to do. It’s wise to invest in a PSA (or homegrown solution) that automates as much as possible, including ticket assignments.
It cost five times more to acquire a new customer than to keep an existing one. As such, customer retention should be a key priority for any MSP. And don’t wait until it’s too late to turn things around. Be proactive about nurturing relationships and continually follow up with customers throughout the year.
If you see an increase in complaints or lower levels of engagement, reach out. Ask for feedback and explain exactly how you plan to address their concerns. It also pays to be honest about SLA times. Customers will be more understanding if you give them a warning up front. If you are unable to see whether you’re meeting SLAs and where you’re falling short, it may be time to invest in a new PSA.
Tracking your growth and profitability as an MSP is an important part of being a good business owner. Plan to check your financial health regularly to better understand where your costs are coming from and if your contracts make sense at their current rates.
More than likely, your biggest cost-saving opportunity is going to come from operational efficiencies.
It’s a good idea to invest in a PSA with built-in timekeeping and time-tracking systems. Superior solutions even include a health tracker that lets you know where your technicians are falling short. If you don’t have this insight today, then it’s imperative that you allocate resources to a consultant or internal hire to manage your books.
Don’t let your MSP fall behind the competition in 2023. Now’s the time to be proactive and invest in the right solutions and processes to shore up your business for long-term success. Zest is a popular PSA software available right out of the box that can help take your business to the next level.
The Zest platform is loved by technicians and customers alike. Unlike many PSAs that exist with barebones infrastructure, Zest actually prioritizes business. It helps you easily onboard new customers, reduce churn, and stay on top of your books with a QuickBooks integration. The built-in dashboard also provides health-tracking tools with real-time insights into your operations and performance.