The MSP is a future-focused managed IT services provider that works with carefully chosen strategic partners to deliver a comprehensive range of managed IT services for SMEs.
Increase in profit margins
Increase in revenue
Low Cost of NOC
Customer satisfaction
The Challenge
After growing from a one-person break-fix business to a full-fledged
Managed Service Provider, with a staff of 10, the MSP had difficulty in scaling its operations. Hiring additional operations staff hardly made a dent in the situation, as signal noise and repetitive issues made it all but impossible for their team to focus on fixing root causes.
What did
MSP1 do
MSP1 built a dedicated team for the MSP and made the NOC functional in days to proactively monitor and manage the entire client network 24x7x365 days. Overnight, we solved all network related problems that had been around for a long time.
Encouraged by the immediate impact on their business, the MSP took the next step and outsourced their help desk to MSP1, a move that freed their team to focus on higher-level work.
The dedicated HelpDesk from MSP1 has allowed them to change their business model considerably.
Freed from day-to-day firefighting, the MSP has now embraced a more proactive customer engagement model.
The Results
- The MSP can now take a more proactive approach to prevent problems from recurring
- Profit, revenue, and earnings per customer have all increased
- The MSP now drives differentiation by working closely with customers to advance their IT maturity