3 Ways A Managed Services Mindset Can Boost Your Bottom Line

By now, you have probably thought about what you need to move your business toward a managed services model. Maybe you are already on your way or know it’s something you need to get going on, but aren’t sure how to start. To begin your journey, you must first adopt the mantra of: “think like a consultant, deliver like a tech.” Remember moving to a managed services mindset doesn’t mean you have to give up troubleshooting and upgrading new equipment for your clients; in fact it is actually vital to keeping your clients happy on a long-term basis! 

So if you are ready to take the steps, but just need a little more insight, let’s look at a few items below on how you can get started:

1. Offer The Best Of Both Worlds
   As a straight technician, you are likely used to being more reactive rather than proactive. However, that doesn’t mean you must give up your tech expertise. You can still perform upgrades, repairs, and install new equipment, but as a managed services provider you can offer your clients even more, thereby positioning yourself as thought leader that’s dedicated to their success and longevity as a business owner. By adding consultant to your line card, you can not only focus on building long-term relationships, but also begin to understand each client’s individual business and the industries they serve. For example, if you have a client that services mostly dental offices, get to know that industry by reaching out to their trade organizations and other local groups. Another idea is that you, along with some of your techs, can offer to attend an industry event and/or trade show to show your support and dedication. It will benefit both you and your clients, and can also help grow your opportunities. 
    
2. Start To Think Strategically
   To truly embrace a consultant’s mindset within your technical services, first examine the systems and processes you use to support your practice. Maybe you already have a centralized repository of customer information that your techs can easily access? If so, it should include details about each client’s IT assets and previous work performed. For example, you can offer a continuity or perspective across your entire team, regardless of which tech is currently on-site. Having this single (rather than siloed) data pool can also open doors to additional insight that might not have been previously obvious, This will make things easier for you (as the consultant) to advise from a strategic standpoint, with the client’s best interests. In addition, having access to solid support tools and customer information in one centrally located spot gives you firsthand knowledge that you need to understand your customers, while still being able to deliver the high-end technical support that they are accustomed to. 
    
3. Look At The Big Picture
   As a consultant, you can still plug in your technical expertise, but now think of this area as part of a larger consortium; one that begins with a helpdesk then naturally moves through service management to billing and invoicing. A big picture view of how all these moving parts work together and complement each other will work to your advantage, as it will become easier to demonstrate value and reinforce customer loyalty at every stage of the relationship. A consultant’s mindset also requires you to think long-term from your client’s perspective, getting back to the reactive mindset I discussed earlier. If you are used to putting out fires, looking at the big picture will allow you to be more proactive because you won’t have to spend as much time being reactive once your mindset is all about managed services. 

By focusing on your client’s long- and short-term needs, while wrapping both your technical skills in with your newfound consulting components, you will not only position your client as a leader in their industry, but you will also undoubtedly have an edge over your competitors when it comes to services, relationships, and best of all, pricing.