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Originally published on the LabTech Blog - Author Josh Preston

As an MSP, you have two choices. You can be your own boss, be passionate about the work you do and work hard for your success. Sound good? Option two is even better. With the right preparation and foundation, you can have a business that runs so smoothly and effortlessly that you can finally take a real vacation.

Running your business with an eye on growth means changing your mindset and your business focus. Continuous growth is the goal, since it means expanding profits and staying a step (or several) ahead of your competitors. The market changes fast, but the more proactive you can be, the more you’ll be able to offer your clients. The more they depend on your services, the faster you’ll see growth in your company and your bottom line.

Here are a few big game changers to help you jump start your business growth:

1. Stay Safe
Security continues to top the list of your clients’ biggest concerns, so find a strong security platform that keeps them protected without risk. Find the perfect balance between mitigating risk and hindering productivity.

2. User First
How many devices do you have? Chances are you’ve got more than one, and so does every end user you support. Enter the shift to by user management instead of by device. Make sure you’re staying ahead of the game by supporting multiple devices.

3. Connect Everything
Data, devices and people are quickly intertwining, giving MSPs the chance to offer a number of ‘smart’ devices and opportunities. The market opportunity for the Internet of Things (IoT) is huge, so watch this one grow in the next few years and see how you can get on the bandwagon.

4. One-Stop Access
In a nutshell, virtualization allows multiple operating systems to run on one physical piece of hardware. This cost-saving trend will easily catch clients’ attention, so be sure to stay informed of what it offers.

5. Keep Compliant
Regulation and compliance requirements are an important and challenging task for many organizations. Wrap your head around the details for a few relevant verticals, and start reaching out to offer this vital service to new and current compliance-reliant clients.

Keep a close eye on these trends as they come to life, and be ready to answer any questions your clients might have about them. The more you know, the faster you establish your place as a trusted advisor—and the more your clients will thank you.

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Originally published on the LabTech Software blog

As a managed service provider (MSP), chances are you have a desire to take your business to the next level. The MSPs that are successful in this endeavour have a key ingredient in common: they are armed with the right tools for growth. The most critical tool for success in this business is a powerful remote monitoring and management (RMM) solution.

So the question is, what should you be looking for when you purchase an RMM tool, and why are those features important to your business?

The right RMM tool impacts your business success with five key benefits. With a powerful and feature-rich RMM solution in place, you can:

  1. Automate any IT process or task.
  2. Work on multiple machines at once.
  3. Solve issues without interrupting clients.
  4. Integrate smoothly into a professional services automation (PSA) tool.
  5. Manage everything from one control centre.

To better understand why these features are so influential, let’s talk a little more about each of them.

 Automate Any IT Process or Task

Imagine being able to determine a potential incident before your client feels the pain and fix it in advance to avoid that negative business impact. Being able to automate any IT process gives you the proactive service model you need to keep your clients happy for the long haul.

Work on Multiple Machines at Once

To solve complex issues, an MSP must be able to work on all the machines that make up a system. If you are attempting to navigate this maze via a series of webpages, it is hard to keep up with progress and makes it easy to miss a critical item during the diagnosis. Having the ability to work on multiple machines at once is paramount to developing your business model and maximizing your returns.

Solve Issues without Interrupting Clients

One of the biggest challenges that MSPs face is fixing issues without impacting their clients’ ability to work. With the wrong tools in place, the solution can be nearly as disruptive as the issue it’s meant to fix. The right tool must allow a technician to connect behind the scenes, troubleshoot and remediate the problem without impacting the client’s ability to work.

Integrate Smoothly Into a PSA Tool

Two-way integration between your RMM and PSA solutions eliminates bottlenecks and allows data to flow smoothly between the tools. The goal of integration is to enable you to respond more quickly to client needs as well as capture and store historical information that leads to easier root cause analysis.

A solid integration will also increase sales by turning data into actionable items that result in quotes and add-on solutions. The key areas to examine when looking at how a PSA and RMM integrate are:

  • Managing tickets and tasks
  • Capturing billable time
  • Assigning incidents based on device and technician
  • Scheduling and automating tasks
  • Identifying and managing sales opportunities
  • Managing and reporting on client configuration information

A solid integration into a PSA will create an end-to-end unified solution to help your more effectively run your IT business.

Manage Everything from One Control Centre

The control centre for your RMM solution should be the cockpit for your service delivery. Having the ability to manage aspects that are directly related to service delivery such as backup and antivirus from the same control centre keeps your technicians working within a familiar environment and speeds service delivery. Also, it cuts down on associated training costs by limiting their activities to the things that matter on a day-to-day basis.

 

Success means equipping your business with the right features and functionality to save your technicians time while increasing your revenue and profit margins. Selecting an RMM solution that solves for these five influential features is the key to getting started down the path to success. What are you waiting for?

 

Contact our Sales Team today on 0118 9898 222 for a demonstration of RMM software.

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Article by Josh Preston, Service Design Program Manager, LabTech Software

Now that you understand how switching from break-fix to managed services can flip the switch on your business success, you’re ready to start capitalizing on the benefits of managed services.

Your first step is to determine which services you’d like to provide as part of your managed services offering. A great source to help you make this decision is your existing customers. Here are a few ways to get better in tune with your market:

Ask Questions

Asking your existing customers about their specific pain points and what services they need will provide strong signals on what direction you should take. Start with a customer satisfaction survey about what services customers would like to see in the future or schedule a one-on-one meeting with some of your top clients.

Look at Recurring Trends

Check time logs and past billings to find trends in frequently requested tasks that can be included in your SLA. If you’re seeing recurring requests around patching, antivirus updates, malware removal or PC tune-ups, then you know just where to start.

Study the Market

Read up on market research to help identify key opportunity areas. Check out industry insight like CompTIA’s Trends in Managed Services report. A keen examination of industry data can shine a light on the most commonly outsourced IT services and can also help you understand what drives client decisions.

Check Out the Competition

Attend user groups and start interacting with your peers. When like-minded professionals come together in a non-competitive environment, you can discuss issues specific to your shared experiences. Participants can network and benefit from shared best practices.

Once you’ve got a handle on what your market needs most and you understand more about why businesses are outsourcing, you’ll be perfectly positioned to meet their specific needs. You can build out a plan for your managed services based on what will make you most valuable to your clients.

This is just step one in your transition to managed services. Join us next for a look at your next step, assessing your skills and filling in the gaps.

Want to know more about LabTech Software? Contact our Product Specialist Jonatan Bucko  on 0118 9898 210 for more information today.

 

Stop selling products and start selling solutions

 

We spent Friday 30th January 2015 with some of our Resellers at our Stop Selling Products and Start Selling Solutions event.

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Our event was a great opportunity for our Resellers to hear about the StorageCraft back up and disaster recovery solutions and the LabTech Remote Monitoring and Management (RMM) platform.

JohnBrennanDuring the first part of the event, the StorageCraft Product Engineer, John Brennan (pictured left) talked about the disaster recovery solution and carried out a demonstration, giving the Resellers an opportunity to ask questions about the StorageCraft product features.

 

 

 

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The StorageCraft Marketing Manager, Janet O'Sullivan (pictured left) talked about the benefits of joining the StorageCraft Academy and how this has helped Resellers to date build profitable businesses.

 

 

 

 

 

 

 

Our Sales Engineer, Deane Mallinson and LabTech Specialist, Jonatan Bucko (pictured below) both presented on LabTech and gave an overview of the product and how Resellers are using it to automate I.T. tasks.

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As we rounded off the day with a networking lunch, everyone left the event with Blue Solutions goody bags and their free StorageCraft ShadowProtect Desktop license.

Call our product specialists on 0118 9898 222 to find out more about the StorageCraft and LabTech Software products.

Stop selling products and start selling solutions

We inviting our Resellers to join Blue Solutions and our vendors, StorageCraft Technology and LabTech Software at our Stop Selling Products and Start Selling Solutions event, on Friday 30th January 2015.

Join us at Hotel Megaro, London, where StorageCraft specialists will show how you can guarantee business continuity to your partners. LabTech Software specialists will demonstrate how the RMM platform improves productivity with I.T. automation.

Register for the event

Take a look at a WD Sentinel

We're also going to have a WD Sentinel at the event for you to ask any questions about the product and the licencing promotion we're currently running.

 

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During our latest Reseller webinar, LabTech Software and StorageCraft covered the following points:

  • How to increase your revenue through business integration with LabTech and StorageCraft.
  • How to Optimise your I.T. tasks with LabTech’s RMM Solution.
  • Guarantee business continuity for your partners with StorageCraft Recover-Ability Solution.
  • Connect and manage your endpoints on a single screen through the LabTech Platform.

Watch this video of the webinar to find out the answers to the questions:

10-Year Anniversary SealLabTech Software has announced it has reached a major milestone - 10 year anniversary!

The developer of the only powerful, robust-featured remote monitoring and management (RMM) solution is proud to celebrate a decade of learning and progress.

 

As the company continues to innovate its products, we are also looking forward to the release of LabTech 10 next year. This new release is another sign of the industry knowledge, learning experiences and partner feedback developed over the 10 years. You can read the full press release here.

If you want to know more about LabTech Software RMM solution, contact our Sales Specialist  on 0118 9898 222 today.

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With LabTech Software's Autotask Plug-in 6.0 you can spend more time on your IT business and less time worrying about what your technology.

The Autotask Plug-in 6.0 for LabTech provides the deepest level of remote monitoring and management (RMM) integration with Autotask available on the market today. The plug-in provides seamless continuity to ensure productivity and enable worry-free automation.

Watch this video to find out more...

Got more questions about LabTech Software and Autotask? Contact our LabTech Product Specialist for more information 0118 9898 210

 

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Article by Kevin Davis, Technical Product Manager, LabTech Software

By becoming your clients’ trusted advisor, you provide the best defense against your competition. You don’t want to be just another vendor. You want your clients to come to you for everything technology related. When the copier breaks, you want your client to call you, not the copier company. You must become the one-stop shop that they can trust to get anything done.

So how do you get there? Follow these 6 tips and you’ll be well on your way to becoming your clients’ go-to source for expert tech support.

Put Your Clients First

First and foremost, a trusted advisor puts clients’ needs first. Sustaining the relationship rather than focusing on the outcome of the business at hand is a top priority.

Understand Their “Why”

Trusted advisors go beyond meeting clients’ explicit and obvious needs by developing a deeper understanding of their implicit, and often hidden, needs. Through active listening and asking the right questions, you’ll be able to establish a relationship where you can proactively manage your clients’ pain points, rather than addressing them reactively as they arise.

Be Credible

Be an authoritative figure on the subject matter at hand by maintaining up-to-date industry knowledge that will enable you to provide clients with expert, top level service.

Deliver on What You Say

The industry expertise that comes with constant industry monitoring is incredibly valuable when it comes to establishing a client connection. However, to turn that credibility into a lasting trust relationship you must be reliable.

Connect Emotionally

To be an effective advisor you must learn to “recognize, deal with and respond to client emotions.” Empathy is key. Treat clients first and foremost as people, not as members of a group. Lend a sympathetic ear and provide not only support, but also affirmation and appreciation.

Stay Committed

Above all, the trusted advisor is in it for the long-term relationship, not the short-term gain. Connect with your clients between projects; they typically prefer just as much contact, if not more, outside the confines of specific fee-based work.

You can read the fill article at the LabTech Software Blog

Want to know more about the LabTech IT Automation tools and how it can help your business? Contact our Product specialist, Jonatan Bucko on 0118 898 210 .

 

Article by Kevin Davis, Technical Product Manager - LabTech Software 

In today’s competitive market, having satisfied clients is rarely enough to keep you truly competitive. Clients are more educated, better prepared and have more alternatives. To run a thriving company, your satisfied clients need to become raving fans.

Encouraging that transition is all about a dedication to the best service possible. Here are a few tips to get you there.

Know Your Clients

First and foremost, you must exceed client expectations and deliver exceptional customer service. You might think this is a given, but oftentimes this is where companies fall down.

At any given moment, you can assume that your clients are being pursued by another company or are researching other options. Keep in mind that when clients are shopping alternative solutions, they are typically looking for more than just quality service for a good price.

Exceed Expectations

The next requirement for converting loyal clients into raving fans is setting clear expectations. Without clear expectations, you cannot exceed them and will find it increasingly difficult to inspire loyalty and trust among your client base.

Be Consistent

Once you integrate these values into your company and culture, you are on your way to turning your clients in to raving fans. However, claiming total buy-in from clients is not enough. You have to deliver exceptional work on a consistent basis to maintain this new raving fan base. One of the tools to help you do this is a playbook that documents and outlines your core processes. A playbook ensures that the same process is completed to your standards every time.

Documenting processes and creating a playbook is only the beginning of turning your clients into raving fans. If you don’t communicate often, you won’t know if your work is meeting (and hopefully exceeding) client expectations. Remember that without regular communication with clients, you risk losing them through failed human interactions.

This is a just a short summary on how you can improve your clients' satisfaction and increase profitability. The full version is available on the LabTech Software Blog for you to read.

Our product specialists are also available to talk to you about I.T. automation and how these tools can help you grow a profitable business. Contact us on 0118 9898 222 for help with any queries.