Case Study

Don’t fall into the trap where you attempt to deliver everything under the sun.

So, you’re an MSP. What does that mean to you, but more importantly, what does it mean to your prospective clients?

Wikipedia defines a Managed Service Provider as the following; Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating the need for, a range of processes and functions in order to improve operations and cut expenses. It is an alternative to the break/fix or on-demand outsourcing model where the service provider performs on-demand services and bills the customer only for the work done. Under this subscription model, the client or customer is the entity that owns or has direct oversight of the organization or system being managed whereas the Managed Services Provider (MSP) is the service provider delivering the managed services. The client and the MSP are bound by a contractual, service-level agreement that states the performance and quality metrics of their relationship.

If you plan to be a Managed IT Service Provider, let’s stick to that model. Just because you have IT in the title, it does not mean you should offer everything IT related under the sun. I see too many IT firms offering Managed IT services, web development, cabling, ISP, app development, web design, etc. You guys get the picture.

An MSP will stay focused on its core competencies and clearly define that on its website, presentations, and collateral. When you have a conversation with a prospective client, have a cheat sheet ready, ask questions, stay focused on the managed service model. Do not deviate, do not expand, stay on course with your managed service message.

Your prospective client has searched for you, they are in need of a Managed Service Provider. Land and expand can be a future move, but right now, the only thing you need to pitch is Managed IT Services.

The ID crisis is primarily on the website, I will dive deeper into this later on, but your website needs to tell a story. I need to come to your website and get hit with that message. “I am your MSP and we are here to save the day for your vertical.” If you want to create a generic message that will resonate with small businesses, that can easily be done.

Your site needs to be easy to navigate, DO NOT inundate them with data. Your prospect needs to quickly locate what they need. They do not want to see a menu that has IT Services, Cabling, Graphic Design, App Development, etc. AND STOP using acronyms, most people are not techy, they will think you misspelled “it”. They have no idea what “IT Technology” is. Offer a handful of services that “YOUR” audience needs. You know the pains they have, you solve them every week. This may take time to develop, but I am going to encourage you to sit down with a mentor, your staff, and draw up a profile of your ideal client. This is critical to your growth. Take it from a an exec who has built an MSP from five employees to over 100 techs.

Short plug; If you are a small IT firm and you are finding yourself having to walk away from an opportunity you cannot handle. STOP, we can help. We have a White Label 24-7 Help Desk that can scale with your demand. If you are considering transitioning to being an MSP, we have tools that can help you deliver that model. Contact us today if you have any questions. You can reach us at

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