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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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Attention MSPs, Opportunity Is Knocking. Are You Equipped to Answer?

Posted January 6, 2015by James Lippie

door-knock-blog
Server 2003 will reach end of life in July 2015. Microsoft estimates that there are as many as 30 million instances of Server 2003 still active. In anticipation of this date, many MSPs have been capitalizing on upgrade projects for the last few years, but another important opportunity awaits. The technology landscape has changed dramatically over the last few years and has intensified over the last 12 months. As cloud options have become more cost-effective and reliable, small businesses are now contemplating if this is the right time to move their IT needs to the cloud. Opportunity is knocking!

The average MSP-supported small business has two options as they ready themselves to pull the plug on Server 2003:

  • Upgrade to another on-premise solution with similar functionality
  • Move to a cloud solution with more enhanced functionality

The real opportunity for MSPs is to offer a Desktop as a Service (DaaS) solution that introduces increased functionality at a decreased price. The key is knowing how to present a vivid side-by-side comparison of on-premise versus DaaS options to the client. MSPs must create a fixed fee bundle that includes:

  • required servers
  • access to their data
  • access to their third party applications
  • back up
  • disaster recovery
  • hosted exchange
  • help desk support.


DaaS is optimal for the client as they avoid the major upfront costs associated with an on-premise project. DaaS also represents a tremendous recurring revenue opportunity for the MSP. It’s a win-win.

Related: What Does the MSP of the Future Look Like?

I can also guarantee that if you’re not talking to your clients about the aforementioned cloud offering, another provider is, and it might not be another MSP. Time and time again I am hearing about MSPs losing clients to start up DaaS companies or other hosted solutions. Make sure you have the solution the client wants in your portfolio.

Related: 3 Steps to Selling Cloud-Enabled Business Continuity and Disaster Recovery


Want more information? Go to www.cloudclarityscore.com to access a tool to identify which of your clients are prime candidates for a DaaS solution. This is your opportunity!

To review and receive a tried and true DaaS ROI calculator, register for upcoming webinar below!


Don't Miss the 2015 Guide to Successful Cloud Strategy Webinar

Register Now!

A seasoned, self-motivated leader with a proven track record, Jim Lippie has a unique perspective on the channel. As the former President of IndependenceIT (iIT), one of the fastest growing cloud desktop companies in the World, Jim Lippie was responsible for helping the managed services (MSP) community identify opportunities to grow recurring revenue and add value to end-users. Lippie joined iIT and built a foundation for success, growing the partner base over 250% and increasing revenue nearly 300% over 18 months. Over the years, Lippie has developed his "Channel Eclipse" philosophy and has become a strong and outspoken advocate for the channel. His passion to help sustain the channel is what led Lippie to form Clarity Channel Advisors. He is now dedicating his experience to helping all of the companies in the channel ecosystem. Formerly, Lippie was the President and CEO of Thrive Networks, a Staples Company. He was responsible for guiding the company’s overall business operations and strategy with a vision of becoming the premier provider of outsourced IT support for emerging and mid-market companies. In 2006, Lippie spearheaded the company's successful acquisition by Staples. Under his leadership, Thrive tripled its revenue and doubled its employee base over a six year period. During his tenure, Thrive was consistently ranked as one of the most progressive managed service providers in the world according to MSPMentor. Lippie has also been named as one of the world's most influential people in the managed services industry three times (MSP Mentor). He has been quoted in hundreds of publications over the last several years and is a frequent speaker at industry conferences. Before being named President and CEO in 2005, he served as Thrive Networks' director of business development. Prior to joining Thrive Networks, Lippie was a partner at Client First Associates, a management and organizational development-consulting firm. He is the author of "Five Management Principles in One CREAD: A Management Guide to Live By" A native of Massachusetts, Lippie received his bachelor's degree in public relations and his master's degree in urban affairs from Boston University.

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