Organizations can run into various detours when making decisions to partner with managed services providers, ranging from security concerns to internal politics. However, trust is frequently the main stumbling block for the adoption of managed services. To win business, MSPs must listen to any and all concerns expressed by potential customers, and be well prepared to help customers work through those concerns. To keep the business, MSPs must do everything they can to earn trust from their customers.
Services that Make a Difference for Customers
One important way to build trust is to demonstrate expertise and reliability through specialized services that positively impact businesses. More and more the value of managed services is not about lower cost, but about contributing solutions that deftly handle the complexity and difficulties of ever-evolving sophisticated technology infrastructures. In addition, services that enhance the daily work being done to achieve business objectives show that the MSP understands what organizations really need. It's also important to provide services that safeguard and enhance the business, where the MSP shows clear commitment to corporate well-being and security.
When organizations outsource technology needs to providers that specialize in diverse technologies, these organizations can focus on the real purpose of their businesses. Often managed services not only free up staff in organizations to spend more time on business objectives, but contribute to improved technologies and processes that directly improve new product development, help create new market opportunities, optimize operations, and improve customer service. Delivering real business value sustains trust.
Invaluable Business Continuity Services
More and more companies run on integrated technologies. MSPs become an ‘asset’ for businesses through their expertise for complementary solutions and platforms. It’s essential to understand how these technologies should work together in order to support how the people of the business work, and how their activities achieve business goals. Agile business processes comprise a core element for optimizing technologies.
Through such comprehensive expertise, MSPs can provide invaluable business continuity services to keep organizations healthy and up-and-running when faced with any number of adverse conditions. Business continuity encompasses every aspect of running the business and the problems and threats that can derail it. MSP involvement in business continuity means far more than security and back-up services. MSPs can help clients design better processes, and better ways of working. The MSP takes on the role of trusted advisor who not only understands technology infrastructures, but how people need to work with technologies and the impacts on business.
Brand Impressions Matter for Trust
MSPs have to pay attention to customer perceptions of their brand, just like any other vendor. This is yet another shift away from solely focusing on technology. Every person in a managed services firm comprises the face of the brand. Physical and interpersonal impressions count, both to build positive brand perception and to earn real trust.
What the brand stands for in terms of services also matters. This doesn't just mean the array of services that are offered. How services are executed make a big difference. Going the extra mile, preventing problems, anticipating customer needs, taking time to do things right, pointing out areas where improvements can be made and how best to do it – these are all necessary to truly help customers achieve success.
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This post was brought to you by IBM for MSPs and opinions are my own. To read more on this topic, visit IBM's PivotPoint. Dedicated to providing valuable insight from industry thought leaders, PivotPoint offers expertise to help you develop, differentiate and scale your business.
About the author: Julie Hunt understands the overlap and convergence of many business processes and software solutions that once were thought of as "separate" – and how this impacts software Vendors and Buyers, as well as the strategies that enterprises implement for how technology supports the business and its customers. Julie shares her takes on the software industry via her blog Highly Competitiveand on Twitter: @juliebhunt For more information: Julie Hunt Consulting