MSP Teams: Not Just From IT Backgrounds Anymore
By Geoff McQueen, CEO, AffinityLive
As the cloud continues to displace locally installed and managed solutions, businesses need experts to help them strategically use technology in a way that improves the efficiency of their business operations. While smart techs who’ve mastered the wizardry of registry keys and quirky Microsoft technology are able to now turn their attention to the equally opaque world of APIs and policies, smart MSPs are adding skills not often seen in technology teams in the small and medium business market: business analysts who combine high level knowledge of complex technology with an understanding of business needs.
The world of cloud-based software is diverse and businesses typically lack the knowledge and insight into which systems are best for them. Traditionally, MSPs needed to be armed with knowledge about a company’s servers and act as a support technician — more firefighters than business advisers. Today, however, smart MSPs need to provide strategic advice and bridge the gap between the technology and business worlds — which involves a change in the mix of the skills on their teams.
The Cloud: Less How, More Why
While there’s still a role for tech skills in implementing and configuring cloud technology, the reality is that the ongoing maintenance of cloud systems is someone else’s job. In addition to being managed by a cloud vendor, these solutions are often much easier to use than the tech of a decade ago; while there’s always going to be some folks who need the helpdesk to tie their shoelaces, the traffic is all heading in one direction. The cloud is making technology less a question of how — how to use it, how to keep it running — which threatens the value proposition of a lot of tech-focused MSPs.
The opportunity is to start focusing on the “why.” While the cloud has reduced the pressure on tech roles, the proliferation of cloud vendors and differentiated solutions creates a massive opportunity for MSPs who can leverage their ability to understand business requirements and keep up with a complex and fast changing market of cloud solutions to advise and then implement solutions for their clients — solutions that cost small businesses less up front and often do a lot more than technology of just a few years ago could do.
The Strategic Technology Partner
It’s clear that MSPs need to diversify away from the traditional tech-insurance focused support and maintenance model. Many of the most successful MSPs have shifted towards what I call the “strategic technology partner” model. The key services of the strategic technology partner are something MSPs are in an excellent position to provide — they get the tech, and can explain it in plain language to business clients, with a focus on why the solution is a good idea for their business. MSPs, and the individuals that work for them, need to have the knowledge to understand not only the technology involved but also to consult a business on what is best for it to succeed long term. The overall strategy MSPs should be capable of providing should not only involve the selection of a cloud vendor but also the integration and coordination.
When it comes to the MSP teams themselves, it’s important that there are individuals on the team who have backgrounds in project management and analyzing/understanding business needs to compliment the “tech” folks with their advanced technology skills. These business analysts work with clients to discover needs, plan a strategy, implement technology and see a project through from start to finish. Furthermore, these analysts should focus on forming lasting relationships with clients and actively manage them over time — not just waiting for tickets to come in. These individuals need to be technology savvy with business-ready personalities.
Shifting the primary role of MSPs from a tech-insurance support model to a more consulting role allows MSPs to preserve long-term, retainer-based client relationships. MSPs that have made the shift work with user-friendly cloud-based software and helping advise clients on how to best use it within their business rather than serving as on-call tech support — which not only provides better work hours for MSP teams, but also allows your company to secure recurring revenue and remain relevant long term.