As the developer of a complete set of migration tools for the entire Managed Service Provider (MSP), my company helps service providers go well beyond monitoring and alerting to complete management and proactive management of customer networks.
We are only successful when MSPs make money.
Thousands have dramatically expanded their businesses by giving their customers the certainty that their data, email, documents, and all other migrations are complete and accurate when moving from on-premises environments to Microsoft Office 365 environments. Beyond this, provide the training and ongoing support needed to keep users productive.
So let’s examine how the MRR of monthly recurring revenue works, then explore the services customers need to assess the current state of their network, data assets, user communities, and steps to determine their future state.
They will need help selecting their preferred Office 365 plan and the cloud subscriptions that support it, configuring those options, planning and designing their new cloud-based environments, and developing an initial project plan. These are all fee-based income-generating activities.
Execution of the project plan will require various services, including ordering subscriptions, provisioning and configuring services, upgrading customer devices, migrating data and applications, integrating service providers’ services, the cloud and more.
Then go to your users and make sure they are trained to use Office 365 and related applications effectively. Make sure they are comfortable with self-service portals and support options.
Payment planning services
It shouldn’t be so common to add value for free, however resellers, cloud vendors, system integrators and others still provide value-added services. These include initial system design, initial consulting, planning, and order management.
The most successful partners of my company charge for these services. Your first offer to a new customer provides the necessary planning and design before Office 365 or any other cloud service can be ordered.
Other paid examples include upfront consulting, application inventory and assessment, solution architecture and cloud service selection, information architecture and capacity planning, security with cloud integration design, and application and environment transition planning.
Ultimately, customers want to walk into their first day with their new services ready to go.
Today’s cloud integrators combine hardware, software, and services from multiple cloud providers. They are responsible for ensuring that services from multiple cloud providers interoperate well.
The integrator must provide customers with complete and superior solutions. The data must be backed up. The network and data must be safe and secure. Access must be secure and reliable. User collaboration must be facilitated and applications must achieve the desired functions and results.
The value of an MSP depends on the knowledge of changes in the cloud services market, its impact on customers and recommendations for your business.
Monthly recurring income
Most channel partners have had customers seek help after trying to implement Office 365 themselves. Some find many cloud services difficult to implement. They need expert help, as many find provisioning and deployment challenging to set up IP addresses, DNS servers, and other Internet services.
Data migration is even more challenging. A project can be a simple transition with a migration app or require tons of conversion, remapping, and account manipulations. Again, a customer must be fully ready to use the new services from day one.
MSPs cannot remain reactive. This requires confirming the functionality of each user device, as well as preparing each user. Training on the applications, platform, security best practices, and self-service portals must be completed prior to implementation.
Services that should be incorporated into a complete program during transition include user transition training, cloud service provisioning, email system migration, email archiving, data migration, and deployment and deployment. user deployment.
MRR is generated from Office 365 licenses, data backup services, online security services, and all other cloud services that pay fees.
Some of these services are familiar, like help desk and field support. Most MSPs already offer network monitoring, including anomaly alerts and actions, monthly performance reports, regular reviews, improvement recommendations, and more.
Every service delivered in the cloud requires monitoring. We can almost guarantee that a provider’s SLA performance report will always match your invoice. Customers need an objective third party to keep those providers honest.
In the cloud, add capacity management. A significant value of cloud computing is that users pay only for what they use. But someone needs to keep an eye on the storage, memory, and processor services that users are requesting to determine when they’re done using them and sitting them down instead of releasing them.
Customers save incredible amounts of money when MSPs prevent them from paying for services they never use. When MRR is generated from support services, an MSP keeps 100% of the revenue, but needs to calculate the full load to calculate the total cost. Even so, the income will far exceed the subscription fees. This is the MRR most want to focus on: customer fees for ongoing support services.
After subscription launch, these services include zero-day transition support, user support program, cloud service and network QoS monitoring and management program, and capacity management.
Improve the process
There is a danger of remaining completely reactive in the execution of a support agreement. The system alerts you, you determine a course of action, and then resolve the issue. But what if there are no problems?
There is a danger of remaining reactive in execution. The problem with not having service events is that the client never sees the MSP in action. The problem arises at renewal time when a client asks why he should bother to renew.
Therefore, MSPs must be proactive and predictive, anticipating problems and working on them before they occur. By reporting activities to a customer, the MSP becomes highly visible.
Go further. Offer new ideas, as requirements, projects, initiatives, users and applications require the system to adapt. Talk to users to understand their experiences with deployed systems and come up with new ideas to better serve each customer.
The ability to renew support agreements and drive ongoing MRR depends on staying highly visible. Report more frequently, hold review meetings, or convert from phone to video.
Create a plan to manage each account more productively. Maintain a ‘stay in touch’ culture and discipline by requiring each account team to report regularly on their latest contacts.
Keep upgrading your environment and the MSP will enjoy more MRR for years to come.