Ask Intronis: How can we reduce our customer turnover?

Posted by Lauren Beliveau on Jul 10, 2017 7:51:00 AM

Q: We’ve seen a lot of customer turnover lately in our IT service business. We keep adding new clients every month, but we aren’t seeing an increase in the amount of contracts we have. How can we reduce customer turnover, so we can effectively grow our customer base?

You’re certainly not alone in this. Every managed services business experiences customer turnover or churn at some point, and they’re all trying to reduce their churn rates. Reducing the number of customers you lose each month can help you exponentially grow your MSP business by making it easier to steadily add new clients to your customer base — instead of just replacing the ones you lost.

The key to reducing churn is focusing on the little things. In fact, you can reduce churn rates by 6 percent just by offering your customers a tutorial for product and service features. In contrast, simply failing to respond to customers on social media increase your churn rate by 15 percent.

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Ask Intronis: What’s the next big ransomware threat on the horizon?

Posted by Lauren Beliveau on Jul 3, 2017 8:15:00 AM

Q: I only had one customer who was affected by last month’s WannaCry attack. Moving forward, we want to continue to be proactive in keeping our customers safe. What is the next big ransomware variant on the horizon, and what can we do to protect our SMBs against it?

It’s certainly hard to predict what the next big ransomware attack will be, which is why it’s important to have technical safeguards in place for your SMB customers.  With the recent NotPetya attack surfacing, it appears that ransomware won’t be taking a break anytime soon, so you need to educate your customers about ransomware now.

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Ask Intronis: How can I get techs to log billable hours?

Posted by Lauren Beliveau on Jun 26, 2017 7:25:00 AM

Q: We’re having a tough time getting technicians to remember to log their time. Some customers are on an all-you-can-eat service model, while others have an allocated amount of service time. How can I get techs to accurately log billable time?

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Ask Intronis: How can employee advocacy help my MSP?

Posted by Lauren Beliveau on Jun 19, 2017 7:25:00 AM

Q: We want to get our employees more involved with the company. We do a lot internally to create a good company culture, but we keep hearing about employee advocacy and how it can help you grow your audience on social media. How can we take advantage of this as an MSP?

No matter how big your or small your MSP is, employee advocacy is a great way for your employees to talk about your MSP services, brand, and culture—while reaching followers outside your network. In fact, 92 percent of employees’ followers are new to your brand. It can be a little difficult to get employees started, though, because you want employees to genuinely be authentic and excited about your IT services.

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Ask Intronis: How can I successfully move into the midsized market?

Posted by Lauren Beliveau on Jun 12, 2017 8:30:00 AM

Q:  Our MSP has always focused on small businesses in the area. As we continue to grow as a company, we’re looking to cast a wider net and move into the midsized-business market. How can we successfully make this transition, and what are some things we should consider beforehand?

Making the transition from small businesses to medium-sized businesses can be difficult if you don’t have enough resources to dedicate to the account. However, there is a tremendous opportunity for MSPs to step into this space.

With limited technical talent available in the market, more midsized businesses are looking to outsource their IT department to MSPs and reduce their in-house IT infrastructure. In Deloitte’s 2016 Survey of Middle Market Companies, the data shows that midsized businesses are no longer playing catch up with technology solutions. Instead, they’re looking for solutions that can save them time and strengthen their business overall.

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Ask Intronis: What discovery questions should I ask to gain interest?

Posted by Lauren Beliveau on Jun 5, 2017 9:25:00 AM

Q: Our sales team is struggling to hit their numbers. We recently established a marketing team at my MSP, and they’re bringing in a ton of new leads. The problem is that we don’t see these leads converting into sales. Our sales team has one or two conversations with a prospect, but somewhere after the second call we lose them. What can my sales team do to gain interest on a discovery call?

Congratulations on adding a marketing team at your MSP. We know growing your team can be challenging, though, as everyone adjusts to the changes. The new leads your marketing is bringing in will certainly help keep your pipeline full, but your sales team needs to ask the right questions to make the most of those leads. The discovery call can help you understand where your prospects are coming from and what services they might need, which should help your sales team close more deals.

To find out how to ask discovery questions that will give you great insights on potential customers, we consulted one of our Partner Development Managers, Rob Badger. Although Rob told us there is more than one way to run an effective discovery process, he did give us some tips and tricks that will help you and your sales team get more insight into prospects’ day-to-day activities and their pain points.

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Ask Intronis: How can I increase my MSP profitability?

Posted by Lauren Beliveau on May 29, 2017 7:45:00 AM

Q: We are continually adding new clients to our managed service offering, but we aren’t seeing an increase in our profitability. How can we increase our profitability without bringing on more customers?

Every MSP business owner wants to increase their profitability. Unfortunately, adding new clients to your services won’t necessarily make that happen. Instead, it can add more strain to your techs and in-house resources, which can have some adverse effects down the road. In theory, bringing on new customers could increase your profitability, but that’s usually not the case because you need resources and technical staff to dedicate to that account to keep them up and running. To truly increase profitability in your organization, you need to find ways to increase efficiency within your MSP. 

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Ask Intronis: How can I give my MSP a technical edge?

Posted by Lauren Beliveau on May 22, 2017 8:27:23 AM

Q: We’re looking to differentiate our MSP, but there are a few other IT service businesses in the area that focus on the same vertical. We like to think of ourselves as having more industry knowledge and being very tech savvy. How can we give our MSP the reputation of having a technical edge over our competition?

Differentiating your MSP from the competition can help you charge a premium price for your services. Despite what some MSPs may believe, the IT service industry is not a commoditized market—if you ask one IT provider what they charge for an hour of labor, it can be drastically different from the next. Knowing your strengths as a business can help you differentiate your services and ultimately help you position yourself for success.

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Ask Intronis: How can I see a positive ROI using Facebook ads?

Posted by Lauren Beliveau on May 8, 2017 7:14:00 AM

Q:  I’m looking into different ways to promote our IT services in our area. We already have a social media presence, but we’re thinking about trying to gain more exposure through Facebook ads. How can I get started using Facebook ads, and how can I see a positive return on investment?

Facebook ads are a great way to gain visibility with your target audience—even when you have a minimum social media presence. There are more than 1.86 billion active Facebook users worldwide and more than 16 million local business pages, making it an attractive platform to grab SMBs’ attention.

To give you advice on how to effectively grab your prospects’ attention with these ads and create a positive return on investment, we consulted Sarah Duffy. Sarah is the senior marketing manager of demand generation at Intronis MSP Solutions, and she has found a successful formula for creating Facebook advertisements.

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Ask Intronis: What if my MSP gets hacked?

Posted by Lauren Beliveau on Apr 24, 2017 6:21:00 AM

Q: Lately I’ve been hearing a lot about a group of Chinese hackers called APT10 and how they target MSPs. My MSP work with customers in highly regulated industries, so we have a lot of sensitive data to protect. What should I do if my MSP gets hacked?

Data breaches can certainly be alarming, and many other MSPs have the same fear— especially when they’re helping small businesses protect highly sensitive information. However, implementing best practices and looking for potential vulnerabilities can help protect your SMB customers —and your MSP — from getting breached.

To help you mitigate the risks and protect your MSP, we spoke to Chris Johnson, the director of business development and strategy at Wheelhouse IT. He has been working hands on with managed IT in the healthcare field since 2008, and he has worked in regulated industries in the IT field for 20 years. Chris shared his insight on both mitigation tactics and steps you need to take if your MSP is compromised.

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