• Using CrewHu , [ we have ] monitors in the office display what clients are saying about every ticket Contigo closes . It gives us a good idea of how we are doing and gauges what our clients are saying . Plus it allows us to reward our employees . Everything we do is aimed at making sure they are happy . When we do that , everything else falls into place .
As A Regional MSP , How Do You Compete In Today ’ s Mergers And Acquisitions Landscape And Against The MSP Behemoths Out There ?
Promote the advantages of being a local . Local MSPs can benefit from the aftermath of an M & A buyout when clients realize they ’ re not getting the same service as before . There is a healthy appetite for working with somebody locally that will never be automated . Business owners could care less how shiny your name is . They want to know when they call that a real person is picking up the phone and when they need help , somebody is coming out . As threatening as all that stuff is , we ’ ve experienced a tremendous amount of growth dealing with the fallout of M & A activity . Within the past four or five years , two or three of our bigger competitors were purchased . It took about a year before the clients realized it wasn ’ t the same as what they had before and started looking for someone local .
Work in an office instead of remotely . There ’ s so much tribal knowledge that gets passed around in this business that it is important for everybody to be in the office . The big regional and national companies work remotely and can ’ t get anybody out on-site . We ’ re doing well by going out to see people and bringing potential clients into our office because all our competitors are working remotely .
Grow your MSP from every angle . Regional MSPs can successfully compete against larger M & A companies and huge MSPs but need to go beyond the 10-person IT shop . You must have robust processes , good IT and client success managers . Also , be in the mix when somebody is looking for you by having good SEO , PPC , cold callers , outside sales personnel and an internal marketing person .
Create an advantage with your culture . We take on everything and give it our best effort . When you look at the bigger companies and the investments that come into it and the need to generate profits , we ’ re willing to sacrifice some of that profit to make sure that the relationship stays intact . Through that kind of effort , we always try to satisfy the clients , regardless of what the request is . We ’ re very fluid , not rigid , and that ’ s woven into our culture . We aim to introduce Southern hospitality into our approach and helping people .
How Do You Keep Your Company Culture As You Grow ?
To get a better sense of what ’ s going on , I no longer sit in my corner office . I sit out here in the cubicles . You don ’ t
“ Business owners could care less how shiny your name is . They want to know when they call , a real person is picking up the phone and when they need help , somebody is coming out .”
- Bryan Fuller
ever want to get too comfortable . You don ’ t want to get too far away from the action . CEOs that only deal with a few people don ’ t keep the culture together . As you keep getting bigger and spreading out , you want to keep the DNA of your company in sync with how it was in the beginning .
What Is Your Single Secret To Success This Past Year ?
Responding to every single RFP . We had a breakout year and won RFPs by putting salespeople in a position to actively pursue them and do it extremely well .
You ’ ve Seen A Lot Of Growth By Introducing Compliance To Every Client , Including Clients Without Compliance Requirements . How Did You Accomplish This ?
I started by building almost every one of Kaseya ’ s products into our company .
We hired a full-time compliance manager and use Kaseya ’ s Compliance Manager to establish a baseline of health for all our clients so that they know whether their compliance is up to a nine or down at a zero .
We have our own compliance standards that we breathe into every client . This gives us a static starting point in our QBR conversations . Our philosophy is cybersecurity as well as efficiencies , so when we ’ re making recommendations , it ’ s coming from this baseline of compliancy-driven ideas . That ’ s worked really well .
Most of our clients are CEOs who hear stuff but don ’ t know the inner workings of it . Using Kaseya ’ s Compliance Manager , we can show them that these aren ’ t just our policies but that these recommendations and why they should follow them are all being brought by a higher power , such as HIPAA or NIST . Clients appreciate that and that they are getting ahead of it . Plus , when I have Tom , Dick and Harry calling on my clients to try to take business away , it shows there is so much more we ’ re doing above and beyond just supporting tickets .
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