Baltimore/DC ChannelPro SMB Forum Review

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May 15, 2018

Image Above: Hannah Erb, Strategic Business Advisor at Collabrance attends ChannelPro SMB Forum in Baltimore/DC (May 2018).

Takeaways from ChannelPro Event for MSPs

Last week Collabrance attended the ChannelPro SMB Forum in Baltimore, MD and DC area. This was our second time attending the event. It was a great turnout of MSPs full of great conversations including how Collabrance, a Master MSP, could help them grow their managed services businesses and overcome challenges. During our discussions we asked a lot of questions to MSPs looking to outsource their managed services offering.

Here are the top 3 important things to MSPs considering outsourcing:

  1. Ability to Maintain and/or Enhance Reputation: Building a customer base who trusts and respects you is not an easy task. It is crucial for MSPs maintain the reputation they have worked so hard to build by finding a partner who has a similar company culture. When outsourcing your Help Desk and NOC, MSPs want to ensure they remain the face and trusted advisor to their customer and are providing the same (if not better) service delivery to their customer’s.
  2. Effective Transparent Communication Processes and Practices: Clear, concise and transparent communication is critical to MSPs. Why? Because they own the customer, they are the face and the trusted advisor to their customer base. When looking into outsourcing, MSPs want to stay on top of what is happening with their customer’s and maintain control. Therefore it is important they are able to access and work out of the same PSA system to keep up with the communication on their customer base, as well as their outsourced partner’s performance.
  3. Potential Scalability and Profitability Opportunities: Attracting, hiring and retaining talent in the IT industry is becoming more of a challenge every day to MSPs. Therefore, if they have the people and skillsets, they want to incent them to stay. Resolving day-to-day user issues is not the answer to retaining your employees. The way MSPs retain their team is by putting them in roles they are passionate about doing, which is the higher revenue generating opportunities like project work, onboardings and assessments. Not only will outsourcing allow MSPs to scale, but it will ultimately make them more profitable.

To learn more about a Master MSP Partnership, and how we provide the value MSPs look for when outsourcing, register for our upcoming 30 minute follow-up webinar.

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About The Author

Hannah O'Donnell

Hannah O'Donnell, Director of Sales, is responsible for building the strategic vision for sales and marketing while providing business planning, education, training, and sales assistance to partners. She is also responsible for originating new partnerships for Collabrance. She was recognized as one of 2019's Women of the Channel by CRN, a brand of The Channel Company. Hannah started at Collabrance in 2013 as a Strategic Business Advisor. In 2014, Hannah was nominated by her peers and won Rookie of the Year, and in 2015 became a member of the 100% Sales Achievement Club at GreatAmerica. Hannah earned her business degree in Marketing and Management Information Systems from the University of Iowa.