MSPs are evolving to meet new market demands; here’s how

MSPs worry about many things, including the changing customer, the need to hire new and advanced technical employees, and how to break into new markets. These concerns can keep MSPs awake at night, but they also offer business opportunities. MSPs worry about many things, including the changing customer, the need to hire new and advanced technical employees, and how to break into new markets. These concerns can keep MSPs awake at night, but they also offer business opportunities. “MSPs, at the very least smart ones, who had planned for the future and prepared for a crisis, fared well during COVID,” said Carolyn April. The shift to remote work has really prompted a lot companies to require instant IT help,” Carolyn April said during a ChannelCon 2022 session about the evolving role of MSPs that featured a panel discussion moderated Juan Fernandez, CEO, of the MSP Growth Coalition. According to CompTIA research MSPs expressed a generally positive outlook on the industry in 2022. April offered a caveat. It is likely that attitudes have changed in recent months due to unpredictable and uncertain market conditions. April said that “we all worry about the big existential events that could happen”, citing MSP concerns over macroeconomics, supply chain disruptions, and MSP concerns. “But most of them, we don’t control.” A Shift From Service to Experience
CompTIA research shows that 54% of MSPs believe customer experience expectations are a major driver of industry change. April stated that customers are changing in many ways, including how they buy and who they are. This has a direct impact on the business you run. April said that if you were a MSP 10 years ago, you would be able to tell that the type and nature of customer you deal today is very different from the type you dealt with 10 year ago. You either have made adjustments or not. She said that if you haven’t, it’s probably keeping your awake at night. Customers are now more focused on customer service. During the ChannelCon panel discussion, Paco Lebron, founder and CEO of ProdigyTeks stated that “I believe customer service is dead.” Customer experience is the new thing. April says that customers value ease of doing business. Even if they are buying something that is great, customers will drop you. April stated that if they don’t like the product, they will drop you. Keep Your Brightest and Best
MSPs face challenges in retaining staff, especially with technical staff that are still in high demand. This is despite uncertain economic conditions. However, MSPs must ensure that their employees are invested in the business to meet today’s customer needs. The key is to keep your great employees. Michelle Accardi, CEO at Logically, spoke during a ChannelCon panel session. She stated that the best way to keep great employees around is to create a work environment and to have transparency. Accardi shared details about her weekly “collab call” where employees are acknowledged for their achievements and given a platform to ask questions, share obstacles and give feedback to leaders. The MSPs agreed that recognition of employees and transparency is key to employee retention. They also suggested that the MSPs focus on upskilling, whether through tuition reimbursement, technical certifications or 1:1 mentoring. Accardi stated that employees will stay motivated if their managers and supervisors are involved with them every day. When offering growth opportunities, listen. “Sometimes we expect fish climb trees. Accardi said that instead of telling employees what you want them to do, ask them what they want. From Competitors to Collaborators
Over the past two decades, MSPs have seen one positive change: the willingness of their peers and colleagues to share and collaborate. This theme is a constant reminder to MSPs, especially those who have used CompTIA to tap into their peer networks. Fernandez stated that “CompTIA is all about community” and cited the many opportunities to connect with other MSPs. It wasn’t always this way. “I think our industry is evolving,” stated Corey Kirkendoll (president and CEO of 5K Technical Services). “These conversations were not possible earlier on with other MSPs. It is the greatest thing and the best thing to build relationships with others.”