Lessons from the MSP community: Customer Interactions

Posted by Lauren Beliveau on Jun 12, 2017 12:01:00 PM

Communication is vital to any successful partnership, and thankfully technology has made it more efficient to communicate than ever before. But, we’re all slowly losing valuable facetime with prospects and partners thanks to phone conversations, emails, and other tools that make our lives easier. Technology has even made IT providers so efficient that often you don’t need to go onsite to fix a customer’s problem. While this is great for keeping your customers’ businesses up and running, it comes as no surprise that everyone is spending less and less time in front of customers each day. 

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Topics: Customer Management

Ask Intronis: What can I do if a customer is freezing me out?

Posted by Courtney Steinkrauss on Feb 1, 2016 8:30:00 AM

Q: I like to do an annual planning meeting with each of my customers at the beginning of the year, but there’s one customer who’s not getting back to me.  I’ve tried reaching out through the usual means but haven’t heard anything. It feels like they’re freezing me out! What advice can you offer to help me get through to them?

We understand how frustrating it can be when you can’t reach your customers. Whether there’s a looming winter storm, new malicious software to warn them about, or an issue with their backups, you need to be able to get in touch. If your current communication isn’t getting the job done, it’s time to introduce something different to get their attention.

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Topics: Customer Management, Ask Intronis

Ask Intronis: How do I recover a customer after a CryptoWall 4.0 attack?

Posted by Courtney Steinkrauss on Jan 25, 2016 9:00:00 AM

Q: My team has been dealing with a worst-case scenario. One of our customers was hit with CryptoWall 4.0, and their systems need to be restored. We’ve paid the ransom, and the ordeal is over, but none of us (my customer and my team) want to deal with this again. To avoid another ransomware attack, I want to find out exactly how the malware infiltrated their network. How can I pinpoint where the breach happened and protect my customer from another attack?

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Topics: Malware, Customer Management

Ask Intronis: How do I set up an onboarding process for new customers?

Posted by Courtney Steinkrauss on Jan 11, 2016 9:00:00 AM

Q: I want to create a standard process for conducting customer onboarding sessions at my MSP to make it simpler for any member of my team to run one. This would help us offer onboarding to all of our new customers, start things off on the right foot, help us understand more about their needs. How should I get started?

We know how important it is to set the right tone with your customers. By blocking off time to get to know each customer, you can also make sure you’re addressing their needs, providing them the best IT support possible, uncovering potential upsell opportunities, and creating an open and trusting relationship.   

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Topics: Growing Your MSP Business, Customer Management, Ask Intronis

Giving Tuesday: 7 cool tech charities MSPs should check out

Posted by Anne Campbell on Dec 1, 2015 7:00:00 AM

Now that the post-Thanksgiving shopping frenzy is over (Hope you got some good deals!), it’s time for something a little different. Giving Tuesday is a tradition that started in 2012 as a day to celebrate and encourage giving back. For MSPs, it’s a chance to make a difference in the tech community, whether you’re doing it on behalf of your customers as a way of saying thank you or just as a feel-good way of getting into the holiday spirit. For example, Intronis is making a donation to Red Cross Disaster Relief in honor of our Partners this year.

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Topics: Customer Management

Three ways to use BCDR statistics to improve client satisfaction

Posted by Achmad Chadran on Sep 9, 2015 10:57:37 AM

I sometimes wonder whether IT service providers feel like dentists.

Think about it. We all know it’s the right thing to do, but none of us really looks forward to going to the dentist. In the same vein, I can imagine the anxiety a small business owner might feel seeing his or her MSP’s number on caller ID. Yet given your commitment to protecting your clients’ IT applications and digital assets, this is totally unfair to you and to them. Like the dentist, you are providing an essential benefit, making sure your clients enjoy a clean bill of health.

Still, those old associations never go away, do they? That’s why you can always count on getting that little goodie bag — you know, the one with the floss, trial-sized toothpaste, mouthwash, and toothbrush engraved with your dentist’s name — at the end of each visit. What if you had a similar goodie-bag offering you could use to sweeten your client conversations?

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Topics: MSP Marketing, IT Services Trends, Business Continuity and Disaster Recovery, Customer Management, Saving Time

Ask Intronis: How to help your customers understand Windows Server 2003 end of life

Posted by Courtney Steinkrauss on Jun 15, 2015 9:00:00 AM

Q: As an MSP business owner, I know Windows Server 2003 end of life (EOL) is coming up fast. The end of support is only a month away, and I haven’t heard a peep from some of my small business customers. How can I get them to take this problem seriously?

Unfortunately, the Windows Server 2003 end of life is as dramatic as it sounds. It’s literally the end of support for this Microsoft product. That’s why it’s so important for your customers to understand the consequences of running Windows Server 2003 after July 14.

That said, it’s no surprise to us that they’re not rushing to reach out to you for help yet because they’re not aware of what’s happening or things are working fine for them. Windows Server 2003 is 13 years old, but 61 percent of businesses are still running at least one instance of it within their networks. But there are a number of problems your customers face if they fail to migrate off Windows Server 2003 soon.

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Topics: IT Services Trends, Customer Management, Ask Intronis

How to retain managed service customers

Posted by Carrie Simpson on Jun 10, 2015 6:00:00 AM

You courted your SMB clients. You wooed them. You got them to sign that SLA, and now you’re married. But how do you keep the love alive?

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Topics: Customer Management

Report finds IT departments are changing their attitude about MSPs

Posted by Mike Vizard on May 26, 2015 2:42:00 PM

Historically, there hasn’t been a lot of love lost between managed service providers (MSPs) and internal IT organizations. For the most part, MSPs are viewed as a threat to the existence of the internal IT organization. After all, most MSPs generally deliver a specific set of IT services that were once the domain of someone inside the company.

Internal IT vs. MSPs

Because many internal IT departments provide a more specialized set of services, many IT organizations have been able to fend off MSPs that generally provide a well-defined set of services at a fixed price. But as the IT environment as a whole becomes more complex, there are signs that the attitude of internal IT departments, concerning their own role and the role of MSPs, is changing.

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Topics: IT Services Trends, Customer Management

5 Types of problem customers that every MSP should avoid

Posted by Stuart Crawford on Apr 29, 2015 9:00:00 AM

When times are tough, you might feel like you need to take on any customer you can get. However, this is can be a risky move. Some clients can actually be detrimental to your success—and your bottom line.

Here are five problem customers you need to watch out for when booking new business as an MSP:

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Topics: Business Development, Buyer Targeting, Customer Management

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