TRENDING
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OVER FOUR IN 10 PEOPLE ( 42 %) ADMIT TO LACKING THE INSIGHTS REQUIRED TO OFFER THE RIGHT VARIETY OF SOLUTIONS TO CUSTOMERS .
• Half ( 50 %) don ’ t prioritise the use of customer experience to evaluate the success of their managed services ; and one quarter ( 25 %) don ’ t measure customer satisfaction at all
• Profitability ( 89 %) and service reliability ( 86 %) remain the primary measurements of success for the majority of MSPs
The ConnectWise research also benchmarks the operational capabilities and readiness of MSPs against a select number of providers who are members of an MSP peer group , whose members collaborate to achieve business transformation . The findings indicate that MSPs who are members of an industry peer group already appear better prepared to exploit the opportunities offered by a rapidly expanding managed services market :
• Just 23 % anticipate that keeping up with customer demands will prove challenging
• These high-growth providers are more likely to offer value added services such as on-site visits ( 97 %), remote management ( 94 %), consulting services ( 90 %) and out-of-hours support ( 81 %)
• On average , these providers already deliver 14 different managed services to customers , compared to five of the primary survey group of MSPs
“ In an increasingly competitive marketplace , differentiation derived from technological advantage will not in itself be enough ,” commented Todd McQuilkin , Chief Executive Officer at MSP , Air-IT .
“ MSPs looking to embrace new revenue streams and remain pertinent to their existing customer base will need to master the ability of expanding their service delivery options in line with customer expectations , while adopting a more strategic approach to enabling new levels of efficiency and profitability .” •
Todd McQuilkin , Chief Executive Officer at MSP , Air-IT
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