How To Address Your SMB IT Customers' Concerns Over Cloud Solutions
Desktop-as-a-Service continues to grow as SMBs’ choice to consume apps and data, as well as to enable channel partners to become “one-stop-shops” for these IT clients. In this interview, Darrin Swan from Dell Software Service Provider Program tells Business Solutions how managed services providers (MSPs) can overcome customer objections to cloud solutions, take a layered approach to cloud security, and build monthly recurring revenue in the process.
BSM: When solutions providers offer cloud solutions, should they expect customer objections? How can they overcome them?
Anything new and unknown comes with objections. What does the cloud really offer? When partners and their customers see CloudRunner for the first time, for example, they discover an opportunity to work anywhere, anytime, and on any device. It instills the idea of freedom. It just works. Comparing how people consume cloud-based technologies everyday personally brings out the value when it comes to leveraging the cloud for work purposes.
Every customer should raise concerns, including those about security of their apps and data:
“It seems complicated and expensive to implement.”
The transition to a cloud-based model and resulting experience should be the same if not better than the traditional IT approaches. The ability to continue working the way you normally do, to access applications, services and data from the cloud, is virtually transparent to the user when implemented correctly. If an MSP sets out to build their own cloud services, compiling all the parts and pieces, yes, there’s a ton of complexity and expense. Now, with the cloud-service offerings available through a syndication type model, all the complexity goes away.
“I’m concerned about performance and connectivity issues.”
This is a common objection, that’s why we always promote customer trials — seeing is believing. These days, with ubiquitous connectivity, SMBs can access their entire set of apps with hosted desktop anywhere they can access the Internet — it will mean more connectivity and more control than they currently have. In addition, apps will be updated as needed, so they will always have the most recent version.
“Why is this better for end users than a regular desktop?”
In addition to being able to connect anywhere, SMBs can access their desktops from other devices including tablets, laptops, and smartphones.
“We don’t want to lose control of our applications, data, and desktops. I’m very concerned about security and compliance issues.”
For customers, protection, security, and compliance should be native in every offering, with no upfront infrastructure costs. With CloudRunner, data is stored in a secure data center with enterprise-level protection that unifies backup, replication, and recovery — with nothing for the SMB to set up or maintain. When partners lead with the applications-first value and when secure access, compliance, and data protection is included in the standard price, partners do not hear objections.
BSM: Can you explain the components of a layered approach to cloud security that will keep our readers’ IT clients most secure?
A layered approach refers to all the elements of technology, access and consumption, and the various risks of exposure to threats that need to be addressed. With that said, while it is essential to ensure appropriate levels of protection, a layered approach should not impact the user experience. Layering of technology should not be cumbersome. Single sign-on, multifactor authentication, data encryption, backup and recovery, network security, threat/intrusion detection and firewall protection, compliance and end-point security — these are enterprise-grade technologies that are now available to SMBs at an SMB price point, for usage-based consumption.
BSM: How can selling cloud solutions impact a solutions provider’s monthly recurring revenue?
Cloud solutions add to topline and recurring margin. As an example, CloudRunner desktop and apps act as a foundation to capture SMB’s essential IT elements. In addition, partners that offer “Good/Better/Best” packages can also more effectively target regulation / compliance vertical segments like healthcare, finance, and legal by layering value-adding software, Firewall-as-a-Service, and services such as compliance assessments and audits
Dell Software has developed an MSP Calculator that helps partners evaluate their opportunity first, then leverage enablement, readymade go-to-market collateral, landing pages, tools, and campaigns available at https://awinningpartnership.com.