How a Third-Party Service Provider Fuels Your MSP's Growth: 5 FAQs for Curious MSPs

The world is changing fast, and as technology continues to evolve at breakneck speed, more and more businesses are turning to third-party service providers – chiefly, managed services providers (MSPs) to take care of their IT needs. Computers aren’t just nifty tools; they’re how we conduct business, interact with customers, and reach new markets. These days, business is digital.

But who takes care of the MSPs and other technology service providers? Delivering the kind of comprehensive and proactive support clients need – and expect – is getting exponentially harder. Where do technology providers turn for the kind of help they routinely give their customers? 

A master managed services provider (MMSP) is a solution more and more MSPs are using to enhance scalability, improve service delivery, and drive new growth. If you’ve never worked with a master MSP before, you might not know exactly what to expect. We’ve put together answers to the five most common questions we get about our services. We can’t speak for every master MSP, but we can speak for ourselves. Read on to find out how Collabrance helps IT providers remain competitive and growth-oriented in the fiercely competitive managed services space.  

Who owns the customer relationship?

Collabrance is 100% white-label: The only contract we have is with you, the service provider – not your customer. Because we’re a channel-only master MSP, our interests lie solely in helping service providers be more successful. Let’s get into some specifics, starting with our service desk. 

How the Collabrance service desk interfaces with end customers

Calls to the Collabrance service desk are answered live by one of our friendly technicians; we identify ourselves as “support services” and ask for the customer’s name and company name. The technician then creates a ticket and begins troubleshooting the user’s issue. 

Our service team aims to operate as a seamless extension of your team. The Collabrance service desk provides prompt and expert support to your customers, allowing you to focus on more strategic and higher-value activities. 

How Collabrance bills for services

Collabrance provides and manages all service tools needed to administer our support. We send one monthly statement that includes a detailed breakdown for each end customer, helping you control costs and preserving your valuable time and resources for the areas they’re needed most. 

When you partner with Collabrance, we work hard to bring your customers success, just as you do, because we know that’s what ensures your organization’s long-term growth. Your success depends on your clients’ success, and our success depends on yours. This alignment of interests feeds the collaborative magic that drives our network of providers forward. 

Will I be trapped in a long-term contract?

In short, no way! At Collabrance, we pride ourselves on the flexibility of our agreements. This applies to both the length of contracts and the combination of tools and solutions with which you equip your customers. This adaptability allows you to create a unique mix of services for each of your end users, ensuring you can respond effectively to their varying requirements. 

As we move forward with our acquisition by The 20, there will likely be some adjustments to the exact structure and details of our service provider contracts. But rest assured, The 20 shares our commitment to providing flexible solutions, and we will continue to empower the providers we serve through customizable and highly scalable offerings. Our goal is to build a strong partnership with our service providers, and we know the best way to do that is by empowering you – not trapping you in a hostile agreement. 

How can I trust a third-party service provider with my customers?

Our commitment to service excellence

At Collabrance, we view our service providers’ success as our success, so it’s critical we provide an exceptional support experience. The numbers speak for themselves: Our service desk averages a 90% remote resolution rate, meaning nine out of 10 tickets will be closed without the service provider needing to take action. Moreover, we maintain an average 97% customer satisfaction rating. We provide the support your customers need so you can focus on what makes your business grow. 

We know success in managed IT will always tie back to the customer – and the level of service the customer receives. While routine issues are easy to resolve, those requiring involvement from another external vendor can complicate the process. When escalations arise, we embrace a “control what you can control” approach, and, when necessary, will engage external vendors on your behalf, while keeping the customer on the line and informed. Engaging external vendors this way adds an extra step, sure, but it can set a provider’s services apart in customer satisfaction. 

Impeccable documentation

Another way we preserve sky-high service delivery standards is through our rigorous commitment to proper documentation. We meticulously – obsessively – document key information and business processes because it’s crucial to maintaining those all-important customer relationships. Learn more about our documentation practices here.  

Tool integrations and reporting

Our tools and integrations also enable us to provide your customers with white-glove support. At Collabrance, we use ConnectWise PSA to create and track tickets. This software helps us document what time a ticket is started, who has worked on it, the steps taken, contact information, and more. The service providers we serve have visibility into our instance of ConnectWise through a StreamlineIT license – a one-time purchase required of all Collabrance service providers – which grants permission to view and edit tickets. This integration ensures smooth collaboration and timely resolutions.  

We also aim to provide our MSPs with as much transparency as possible. As an MSP, you will have access to all customer communication and real-time BrightGuage reporting. It’s crucial that you always know how the Collabrance team is performing for your customers. 

Security above all

Finally, a few words on security. Protecting both your and your customers’ sensitive data is a top priority at Collabrance. Additionally, now that we’re a part of The 20, we will benefit from their SOC 2 certification, and are in the process of incorporating Collabrance into this certification to further enhance our commitment to security best practices.  

How will we keep our personal touch when outsourcing?

The Collabrance live-answer service desk is 100% U.S.-based and available 24 hours a day, seven days a week, 365 days a year. Your customers will feel welcome to call in and be confident in our ability to resolve their problem. In fact, many end customers come to know our technicians by name! We hire for attitude above aptitude – but make no mistake: our service team is made up of expert technicians, trained and ready to resolve customer issues expediently. 

We also maintain an individual touch through alignment meetings. Alignment meetings are where our service providers and our service desk put their heads together and discuss recent and ongoing projects, evaluate goals and areas of opportunity, and, above all, determine where Collabrance can provide more value. Our service team are the ones who most closely interact with the end customer on a day-to-day basis, so they often have visibility and insights the Collabrance account manager or the MSP may not. 

Final thought

Our goal at Collabrance is simple: to help managed IT providers do more with less – and grow faster than they ever could on their own. From our flexible service offerings to our customer-centric service delivery, we prioritize the things that help you succeed. That’s because we know the key to our company’s long-term growth and survival is building lasting relationships with MSPs founded on trust, communication, and a mutual dedication to customer success. The path to the top of the industry might be a challenging one, but you don’t have to go it alone!