Onsite Support Visit from a Master MSP

Be Different. Deliver Excellence.

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Jun 05, 2018

Image Above (Left to Right): Brian Wells (Collabrance), Monique Phalen (AIS), Hannah Erb (Collabrance) and Dan Willits (AIS).

Collabrance in the field with AIS Partner

“It was extremely valuable to have Collabrance visit us to take the time to understand our processes and framework to meet the unique needs of our customer base.” – Dan Willits, Director of IT at AIS

In addition to our regular phone calls and conversations, I recently traveled onsite to visit AIS with our Director of Product Development at Collabrance, Brian Wells. As part of our commitment to our partner’s success, we can send dedicated resources to go in the field with our partner’s when needed. Collabrance acts as an extension of your team and will send team members onsite for training, sales opportunities or other times you may need support. These visits are mutually beneficial. We want to learn how we can best help our partners and getting involved in the field is a great way to learn first hand ways to strengthen our partnership.

Master MSP Visit with Knowledge Sharing

Collabrance works with MSPs all across the U.S. with a wide range of maturity. Our experience, exposure, and connections to industry thought leaders have allowed us to obtain best practices to help partners like AIS profitably grow their managed services model.

“We are much further along than we would be doing this on our own.” - Dan Willits

During our time onsite visiting with AIS, we had the opportunity to share best practices and help with some customer onboardings to make sure the process went smooth, participate in pre-proposal meetings, perform assessments, and to discuss growth plans like hiring additional staff needed for their onsite Managed IT team.

It was great hearing direct feedback from the customer on their experience. Being in the field with our partners and having the ability to both deliver and receive candid feedback from their customers, helped us make appropriate adjustments to be a true extension of our partner’s Managed IT Services team.

On-Site Support To Reinforce The Right Managed Services Model

There are benefits of having a Master MSP onsite when activating a new customer.

“Having Collabrance in the field helped us pick up on first-hand issues, and it was great to see how they think about things in an efficient manner.” – Dan Willits

Together we were able to debrief about our processes and discuss how we can keep the onboarding process most efficient moving forward to help create an exceptional customer service experience. Being in the field with AIS allowed us to share new methods, and gain insight on how to manage the customer network more effectively.

Commitment To The Success Of Managed IT Services

Being onsite with the customer teaches you more in an hour than you can learn with role plays, scripts or on a conference call. That is one of the many reasons we have always made being with our partners a priority. This also left a lasting impression with the customer, something that not everyone anticipated. Onsite visits to be in the field with our partners is part of our level of commitment we have in making Managed IT Services a success for our partners.

Gain an Extension of Your Team

Collabrance is dedicated to making our partners Managed IT Services offering successful and profitable. One of the many ways we do that is making sure we have onsite visits from the start of our onboarding plan. If you’re interested a partnership opportunity with Collabrance, please complete the application below to start the conversation.

Apply for Master MSP Partnership


Category: Training

About The Author

Hannah Erb

Hannah Erb, an Account Executive for Collabrance, is responsible for providing business planning, education, training, and sales assistance to partners. She is also responsible for originating and onboarding new MSP partners onto the Collabrance platform which include discussions with C-Levels on how to help them achieve greater success. Hannah started at Collabrance in 2013 and developed her role to what it has evolved to today. In 2014, Hannah was nominated by her peers and won Rookie of the Year, and in 2018 became a member of the 100% Sales Achievement Club at GreatAmerica. She was also nominated as the Young Leader for the Cannata Report in 2017. Hannah earned her business degree in Marketing and Management Information Systems from the University of Iowa.