The Human Side Of Being An MSP
by Abbie-Lee Hollister, on June 4, 2018
Many MSPs place their focus on the tools and technology that make being an MSP possible. Terms like “multi-tenancy”, “remote”, and “automation” get MSPs excited, but you can't sell to a customer on the basis of the functionality.
Most customers aren’t looking for an MSP to come in and install a bunch of tools; they are looking for someone who wants to partner with them to ensure their employees are secure and productive, making the business successful.
To accomplish this, you need to focus on providing your services in a way that specifically takes the “human factor” into consideration. There are four areas that highlight the human factor in servicing your customers:
1. Make it Easy for Customers to Report Problems
The employee having an issue doesn’t want to tie up their day opening a help desk ticket, they just need the problem solved. There are lots of ways that a help desk can be integrated into an RMM solution so that it can automate this process directly from the employee’s machine - meaning tickets to be submitted very easily.
2. Empower Self-Service
Some tech-savvy users may not necessarily need your technicians to address an issue but do need some help pointing them in the right direction to solve it themselves quickly.
Having a knowledge base, or easy-to-execute ready-made scripts lying in wait for savvy users to leverage may be a great way to speed up the resolution process while actually lowering the cost of supporting that user.
3. Respond to Customer Issues Quickly
Assuming you have the ability to be made aware of a problem almost in real-time, you need to be able to address the problem, in context, within as short a period as possible.
Using integrated solutions (such as your RMM, PSA, and ticketing) means your team not only is made aware of the problem, but has supporting detail, and a direct means to remotely connect to and support the machine of the user in question.
With the technology available today, your goal is to be able to be notified and begin connecting to the user’s machine within double-digit seconds. It doesn’t mean your business has (or needs) a sub-one-minute SLA; just that you want the technology in place that facilitates this level of responsiveness should you need it.
4. Allow the Customer to Keep Working
In some cases, it’s absolutely necessary to take complete control and work in the context of the user having the problem. But, in many cases, issues can be addressed via RDP sessions, or even completely in the background using other means like remote command line, remote process management, etc.
Including the use of alternative support methods as part of your resolution process allows the customer to remain productive to a greater extent than them sitting watching your tech fix a problem.
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