White label service providers remain hidden in secrecy. And in spite of that fact, they are gaining popularity and their business is emerging. Many white label service providers are on the rise. You can see white label managed IT Service Providers, you may come across white label digital marketing agencies, and so on and so forth.
Should you go for a white label service provider?
If you need an extra helping hand, an extended team to support you then yes, you can go for such a team. If you don’t mind disclosing the fact that somebody external to your team is helping you out then go for a white label service provider and if not, you can choose to outsource to such companies which would offer you services and expect to have their names in it as well.
And it is not necessary that you get a White label Service Provider in your city or country. The best talents and brains are spread across the globe. Be ready to expect employees that will be geographically remote.
And if you outsource to service providers in the South-East Asian regions, you’ll see that the resources you get will be skilled and experienced individuals as well as charge comparatively lower.
Which factors should you consider to know which Managed IT Services Provider is right for you?
Before you decide on partnering with a White Label Managed IT Services Provider, you should ask the following questions to your team and their team and your decision should be based on it:
Do they offer the services that you need?
Do you see yourself growing if you partner with them?
What are their goals?
Do they align with your vision?
Can they help you boost your business? Do you see a return on investment?
Do you see an overall cost reduction taking place?
Do they have the expertise and skilled engineers?
If the costs of the engineers are the same as the resources you’d find in-house, are they competitive and skilled? Do you find them worth investing upon?
Are they flexible enough to fit your needs?
Do they have a business continuity plan in place?
What are your expectations of them and what are their expectations from them?
Can they help relieve your hiring and training headache?
What is the end goal that you both want to achieve?
Will they provide after-hours and overflow support?
What is their exit strategy? Is it effortless and one with minimal bottlenecks?
Before you get into a business partnership with any entity, let alone a White Label Managed IT Services Provider you need to ask yourself the following questions:
How long have they been in this business?
Do they have a track record of excellence?
What do their existing partners have to say about them? Are they happy with the service? Have they scaled profitably?
And if they are a new company that doesn’t have any or many clients:
Are they passionate enough when it comes to business?
Do you feel like you can trust them and their Team after having talked to them?
These questions are surely good enough to get you started on your journey of partnering with a Managed IT Service Provider who offers White Label Services. Once having discussed this with your team and if you feel that the answers to these are satisfactory enough, if you feel confident that they can do the task for you and align with your goals and needs then you can go ahead.
In addition to this, a bonus tip would be to check their social media profiles, their presence and activity on it would be an add-on factor that you can consider too and will be a good enough proof for you.
These are just a few basic suggestions that we have provided in order to help you get into a great business partnership but the choice is always yours?
We have all talked about IT Outsourcing many times. We thought why not address outsourcing IT to a country like India. Initially, when companies started outsourcing to India, the main motive behind it was to cut back on costs. But due to the many advancements being made. it’s not just about cost-cutting anymore. People have got skilled, innovative and agile talents to work for them. They are not just a mere outsourced team anymore but a team that adds value and helps generate more revenue.
The IT Services that are outsourced the most in India are Software Development, Web and App Development and Technical Support (something that we, Infrassist, are a part of).
So here is why, one should outsource your IT Service to India, the undisputed leader.
The fastest growing Tech Hub in the world
Based on the data from tech-data provider Dealroom.co which was analysed by international trade and investment agency London & Partners (L&P), Bengaluru emerged as world’s fastest-growing, mature tech ecosystem since 2016.
Also commonly known as the Silicon Valley of India, investments which were at $1.3 billion in 2016 have raised to $7.2 billion in 2020 – which is 5.4 times increase.
Investments in another major metropolitan city of India, Mumbai, have increased 1.7 times. The amount was around $0.7 billion in 2016 which rose to $1.2 billion in 2020.
There’s no doubt that this emerging trend that is being noticed in these 2 cities, would catch up in the nation, in its entirety.
Bengaluru has people coming from all across the country, to make a career, especially in IT, being one of the major industries.
The tech-savvy, youth population
“India is home to a fifth of the world’s youth population “
We can say the country has a young population. The country has a growing youth population that is extremely tech-savvy. Digital Revolution has taken the country by storm and you’ll see companies like WhiteHat Junior teaching kids as young as 6 years to code and develop software. Talks are on to include coding and development as a subject in schools.
The curious mindset of the people and their ability to “google” and find answers to the questions. This self-learner attitude in the population has made everyone independent when it comes to tech.
There’s nothing that you won’t get a solution to.
In India, 550 million users actively use the Internet every day, which is the second-highest number in the world.
The Mindset and skills
With the government of the nation pushing the youth towards entrepreneurship and innovation, to feed the young minds with the mindset of being “job creators” instead of “job seekers” initiatives like “Digital India” aims at starting a Digital Revolution. Things have changed drastically in the previous decade.
Because of the importance and priority given to the IT Sector in India, the government has formed tax policies. The Information Technology Act has also allowed various tax benefits for the people.
Low Operational and Labor Costs
When compared to the rest of the technology-driven countries, you can count India to be the best country you can outsource to. Considering the skills you get, the language, and the hard-working, dedicated and knowledgeable people that you get at that price. Labour costs in India are much lower compared to the other IT outsourcing destinations (especially when you count on, skills and expertise).
Well, the slang may not be as polished as that of a Native English Speaker, the focus and power given to English speaking in India is high. A population of about 4.5 million people who know how to speak English. Ever Since Kearney, the global management consulting firm began the Global Services Location Index to see the attractiveness of India when it comes to IT outsourcing and offshoring, we have topped the list right from 2004 to 2021.
Also, India is said to be the second-largest English-speaking country. And within the next decade, it is expected to quadruple. So, this becomes an added advantage.
Time Zone and Festivals
India falls into a time zone which benefits the companies that plan to cater to their customers 24×7. For example, someone in the United States or Canada would highly benefit from outsourcing their IT to India considering the “almost 12 hrs.” time difference. And another advantage is that holidays would be covered. Since very rarely would any festival coincide with the ones celebrated in India.
The same goes for offering extended after-hours support to countries like Australia, New Zealand, the UK and other European countries.
Conclusion – IT Outsourcing to India
Surely there may be some disadvantages and every coin has 2 sides but factors such as the highly efficient youth population that is tech-savvy and considering the growth that the country is witnessing when it comes to advancements and progress in the Technology Sector. So, if you invest in India or invest in the IT Services sector in India, it’s a given that you will reap the benefits of it now, and in the future.
What also sets the IT Industry in India apart is the ability and the mindset of continuous growth and innovation. Also, the fact that it is the fastest growing IT hub when compared to its South-East Asian neighbours.
We upload tech blogs on our website every week. Here’s where you can find the blogs that we have uploaded to date.
Being MSPs you may have multiple clients across various industries. Some around hospitality, some around finance, some around real estate, educational field etc. Irrespective of the industry, some of them may be the right clients for your business and some may not be. So, how would you analyze it?
Some of your potential clients may be associating with a managed service provider (MSP) for the first time and some may already be in association with someone else.
Narrow down the target audience for your MSP Business
Being an MSP, you can have and serve clients across multiple verticals. But it is not necessary that all those are right for you. Choose your target audience. Do you want a customer that lets you manage 100 nodes or do you want someone who has 700 nodes or more? Do you want 10 customers with approximately 200 nodes each or do you want 5 customers with 400 nodes each? Do you want to start with clients in the food and beverage industry or do you want to manage clients in the finance sector?
Geographical territory matters too, do you want to serve clients present only in your country or state or city or do you want to expand and go global?
It’s up to you and your vision for the future. So, you need to narrow down on that first.
Why would a potential client choose you over the other?
If the client is already associated with another MSP, why would they choose you over the other? The next 2 points give you the answer:
Analyze your USP
You offer something that the others don’t. Apart from the usual Monitoring and Management services, what else do you have to offer your clients? Is it friendly engineers? Is it them going the extra mile when the clients face a problem, or is it offering something completely offbeat like DevOps or Microsoft Services etc.? The answer that you get is what sets you apart from the rest.
Trust is a huge factor which comes into play while doing any business. If you have a good website, if you have an online presence, if you keep your followers updated, if you develop that trust through being in constant touch with them, that can surely develop trust over time.
Referrals can be of huge help since the customers that come through references are more likely to convert. Word of mouth spread through the network helps build trust and a good brand image as well.
And your existing customers would know you and your organization’s working style better, so it is more likely that they’ll recommend customers who are suitable for your target market.
There are very few chances for your customers to not refer you to their network if they are happy with the service that you provide. Deliver them the best service and give the best experience so that it leads to more word of mouth.
The one thing you can do to instigate referrals from your existing customers is to give incentives to customers that refer you to some more clients.
Do not undermine your services
Referrals are one thing and reducing the price of your service (giving discounts in order to attract customers) is another thing. Referrals incentivize or give positive reinforcement to those that are associated with you. But a discount is a different story because when you reduce the price of your service, you are undervaluing your service. People will only value you how much you value yourself.
But what you can do is if your prospective customer wants your service at a lower price, give them a taste of what your service looks like. Give them a part of the service that they need, not the entire facility. This way you don’t reduce your prices and the customer will also know your worth,
And if you impress them during this period, they won’t risk not signing a full-fledged contract with you. And even if they continue on the same package, at least your engineers are getting paid for what they are providing.
Using online and offline directories to let people know about you and your business better, also helps. Local Directories help you reach out to as many people and that can help you increase your clientele.
And these would also help you find the clients you have set as your target audience. Easy to filter them and divide them industry-wise.
You can partner with vendors (that sell tools and software like RMM or Firewall) and you can reach out to as many people as possible. The ones who are in the network of these vendors, you can cater to all those and increase your clientele.
Attend Events and Conferences
To increase brand visibility and awareness, you need to attend conferences. Some good-ol’ face-to-face communication can go a long way in building trust and creating an impact.
The more events and conferences you attend, the more you’ll be visible to everyone and the more likely you are to be etched in the mind of the prospects you meet.
Another benefit is that you get to understand the pain points of your prospective customers, which helps you understand them at a more ground level and gives you the ability to address their pain points and eventually help you serve them better.
So better have a stellar pitch ready and also your ears wide open!
We upload a new blog on our website, every Thursday. You can explore our website to know more about us.
The Remote Working Scenario has indeed brought a change and has completely shifted the way everyone works. Although many businesses had to shut down, it has surely opened doors of opportunity for MSPs and Cloud Service Providers alike. But to become the best IT Service Provider of choice for your clients, it’s not just the “technology” aspect you need to take care of.
Want to serve or offer the existing market with new offerings? Well, the MSP growth strategy that you should be adopting amongst the 4 types should be “Product Development”. It doesn’t mean that you should be developing something entirely new but you can expand your current offerings.
We at Infrassist, being a Master MSP, often keep trying something new. To leverage technology in a way that helps our existing clientele and promising prospective MSPs boost their business. Indirectly helping them serve their customers better.
Upsell to your existing clients
Who doesn’t like to receive something new and unexpected? Who doesn’t like a surprise add-on? Who doesn’t like to hear about ideas that could help them grow their business? The answer is – Nobody.
Yes, clients like it when you provide them quality service but there are high chances of them staying with you if you have something new to offer. There are chances that you may or may not get new business from your prospects but what you can do is to derive new business. Serve your existing clients with new services so that they not only value it but also would associate with you for a longer period of time.
Don’t always keep talking about technology and boast about your expertise all the time, talk about how you can help your customers grow their business. Engage in conversations that make them see the value they get in being associated with you. Build a framework and know and understand what the end goal for the customer is. Yes, you will offer them technical help but if you guide and show them how you can help them build their business, they are bound to be more intrigued.
Just to set a foot in the door and for you to get a chance to get started, offer freebies. Do a free pilot test, a partial or a full network discovery and audit, an RMM Audit or a Firewall Audit based on the requirement or the need of the hour. Once the prospect is satisfied with what you have offered, and once they have gauged your capabilities, they’ll be willing to proceed. Offer Festival or Anniversary discounts to your clients. It prompts your clients to stay partnered and they will likely stay associated for longer.
Innovate and Upskill
Experiment. Nobody likes the same old service for long. What is something new that you can offer to your clients or prospects? Maybe curate a bundle of your existing services, or add a new service to your existing service package, or you can even create an in-house team that focuses entirely on the new service sector. If your newly department needs you to add resources and more skilled people to your team, so be it. Add them.
Irrespective of the business that you run, you always need to keep yourself and your team updated. Keep track of the latest trends, see what your competitors are offering and what they aren’t offering. Stay ahead of the competition and come up with a service that could actually add value to your clientele. Nobody knows their needs and demands better than you, so give them what they want.
For an MSP, a good sector to invest in would be cybersecurity. As the former FBI Director Robert Mueller said, “There are only 2 types of companies: those that have been hacked and those that will be hacked”.
Cyberthreats and hacks will only rise to prominence now that almost every device is connected to the Internet. Barriers need to be strengthened to protect the IT Network. Invest in engineers that are skilled enough to maintain a Firewall and enforce security measures that are impossible to penetrate.
Invest in Marketing
Now, in a perfect world, you can have the flexibility to spend money on paid online advertisements, carry out promotional marketing campaigns, and increase spending to grow your brand’s visibility and generate more traffic and enquiries. But money surely is still a hindrance for many small and medium-sized businesses, in reality.
Marketing doesn’t necessarily mean heavy investment, your in-house team, the tech team who is in constant contact with the customers, can be excellent marketers as well. And based on the trust factor they have formed, it becomes easier for the customers to believe what you say.
Apart from that, you can also provide value by sharing insights and knowledge with your target audience via blogs, whitepapers, e-books etc. You can record the projects you’ve done and present them in the form of case studies and success stories. These make it easier for the audience to trust you.
Don’t lose heart, keep prospecting
Even when times are tough and cracking new business seems to be a far-fetched goal, keep prospecting. Many get disheartened and withdraw themselves from the cycle but you can protect your business by continuing to run the race. Show your prospects and clients the bright side, show them the bigger picture. Serve them with technologies and tools that are in demand and can that change the business scenario for them.
It’s not just the CEO and the directors who need to have a vision and a growth mindset, it’s important for everyone in the organization to have it. Unless everyone is on the same page and understands the value and the offerings and the vision, it’s difficult to serve and give your best.
Bonus: Always offer something extra. Go the extra mile to serve your clients. Always give more than what they expected. Give them an add-on, a new suggestion, ways they can improve. Anything that can help their brain juices run and actually think “Why didn’t I ever avail this service before? This is exactly what I needed”.
How are we expanding our business?
Back when we started off on this Master MSP journey, Infrassist only offered NOC Services; monitoring, maintaining and troubleshooting errors that popped up in the MSPs RMM Tool. But as we kept growing, the team kept innovating. We started doing RMM Audits, Firewall Audits, we started providing dedicated resources instead of shared resources etc. We found a golden opportunity in the cloud and started leveraging on M365 Services. A team was built around it and we ventured into Azure, Automation, Scripting etc. We used to audit M365 tenants but then we took a standardized approach and adopted CIS Benchmark guidelines to perform the same.
The innovation is still on and the hunger to serve our MSP Clients with services that prove beneficial to them, in the long run, is our goal.
The pandemic disrupted many businesses but also sowed seeds for many, to grow. Even at a time like this, as an MSP, the one thing you cannot afford to risk is- your clients and their network. With the blow to businesses and teams scattered atremote locations,companies wanting to cut their operational costs is natural. But how can an MSP not only reduce costs but also onboard new clients and improve service quality, simultaneously? It may sound too good to be true but the option that enables this is- Outsource NOC Services.
If the right Master MSP and the right resources are found, things can be exceptional for you; all you need is a capable, knowledgeable, skilled team.
What do outsourced NOC Service Providers do?
Similar to your in-house NOC Team, their sole purpose is to ensure that all your clients’ systems are patched and in a healthy state. Unpatched systems can often act as potential vulnerabilities by acting as an open backdoor to cyber attackers. No loopholes and open backdoors mean- minimal or no potential vulnerabilities. The outsourced NOC team should also ensure that all managed AntiViruses are enabled & updated and all Backups are systematic and in order.
Outsourcing NOC Services: a good option or not?
Often MSPs can face this question.For some, there’s constant juggling between hiring an in-house resource and outsourcing. But is outsourcing the right option for you? Below are some scenarios which would address your dilemma and provide more clarity.
You should outsource NOC Services if you:
Have fewer clients and want to increase your clientele, without a massive increase in operational costs
Want to improve the quality of your service without a massive increase in operational costs
Find hiring and training a skilled resource to be time-consuming and stressful
Need access to all the services a pool of talented engineers can provide
Need a team to look after your clients’ network 24×7
How do I outsource NOC to the right company? What factors should I consider?
If you’ve narrowed in on “Outsourcing”, the following question in your mind would be “How do I find the right company to outsource to?”. That’s a valid question. You must have shortlisted a few companies, now how to finalize one?
Check how many clients the company has successfully served?
Contact them or check their website to see if they have enough skilled resources.
Size of the company- is the Master MSP serving other clients of your size or are they serving too many or too few. It is very important to find an outsourcing partner that understands the problems, challenges and has appropriate solutions for a company of your size.
Cost comparisons– Finding a Master MSP that serves other clients like you, means that they’ll most probably fit-in in your budget
Usually, Master MSPs tend to be vendor-agnostic, check if they can indeed work on the platform that you function on
Lastly, a major inhibition for many is- Trust. How can you trust a company that is located miles away from you, as outsourcing involves the transfer of confidential data and information? Well, look for certifications that prove how serious Information Security is to the company. For instance, a relevant ISO certification can help prove the authenticity and is a highly regarded testament.
For more general factors that you should consider, you can read this article by business.com
What you should expect from your prospective NOC partner?
Do they just monitor or do they monitor, troubleshoot and remediate as well?
Do they support legacy systems as well as the latest technologies (depending on your need)?
A clear, well-defined SLA (Service Level Agreement)
AV and Backup Management
24x7x365 support services– ensuring up-time and efficiency
An experienced, trained team that has the right technologies and processes in place to serve a myriad variety of clients.
Seamless coordination between people, technologies, processes enabling quicker response times and prompt actions
They should look after Vendor Liaison when needed
What you shouldn’t expect from an outsourced NOC Team?
Similar to your in-house NOC Team, an outsourced NOC Team would also not remediate security threats.
But the 24×7 Monitoring and proactiveness of the team can help them notify you of unusual activities if any. Once the team raises an issue, the authorized security team can look into it.
Advantages of outsourcing NOCServices
Your team can focus on business expansion rather than technicalities and troubleshooting routine tasks. Focusing on more revenue-generating tasks can lead to a faster growth
Finding, hiring and training can be avoided
Cost Advantages- you can easily compare the costs you would incur when hiring an in-house resource as opposed to getting an equally skilled outsourced resource
You’ll need fewer physical devices
Prompt response to outages, when they do occur
Round the clock support
If you are looking for a NOC Partner, look no further. Master MSPs like Infrassist work as your white-labelled NOC ServiceProviders enabling you to leverage technologies that will help you serve your clients better.Our NOC team provides 24×7 cost-effective, proactive solutions that help MSP serve their clients in an agile & effective manner.
Infrassist has been ISO 27001:2013 Certified for the second consecutive year which highlights that we have all the systems and processes in place to ensure information security of not only us but our clients as well.
To know more about us, our story, our Certifications and read some testimonials, you can click here.
Frequently Asked Questions
What is remote NOC?
Remote NOC is the remote management of your client’s IT Network and to check if they are in a healthy state or not. It ensures that all your clients’ systems are patched, backups are updated or not, and ensures network security too. Unpatched systems can often act as potential vulnerabilities by acting as an open backdoor to cyber attackers. No loopholes and open backdoors mean- minimal or no potential vulnerabilities.
What is an outsourced NOC?
When you outsource your IT Network (to MSPs) or your clients’ IT Network to a third-party (to Master MSPs), it is an outsourced Network Operations Center (NOC). Which simply means, you are not monitoring, managing or fixing your IT Network but some third party is.
What does a NOC engineer do?
A NOC Engineer performs three major tasks: Monitoring, Alerting, Troubleshooting and/or fixing alerts. What do they monitor? They monitor devices like Laptops, PCs, Tablets and Servers, Workstations etc.
Which types of organizations should keep a NOC in-house?
Well, you may feel important to have an in-house NOC, highly depending on your circumstances but the setup, infrastructure, hiring NOC Engineers who have the right skillset can be challenging. Whereas outsourcing can help you cut costs on Infrastructure and help you minus the hiring stress (if you outsource to the right partner or a partner that fits your needs.)
Infrassist Technologies Pvt. Ltd. is proud to announce that we have been certified with ISO 27001:2013 for the second consecutive year. This certification is proof of our persistent efforts to serve our clients and safeguard their data.
The adoption and establishment of an Information Security Management System (ISMS) enable us to preserve confidentiality, integrity and availability of information by applying a risk management process. The system is a part of our organizations’ processes and overall management structure. This gives a surety to us, our customers and prospects that we have an appropriate system in place to ensure minimized risks and efficient management.The ISMS at Infrassist conforms to the standards and the processes in place are adequate for the risks identified.
Our ISO 27001:2013 certification shows that we provide 24x7 superior Network Monitoring and Managed Security Services to clients for Data and Information Protection.
What is in it for our clients?
This certification ensures that our clients can count on us for the safety and security of their data, which is our utmost priority. Your data is in safe hands.
An ISO 27001 Certification helps us:
Keep confidential data secure and allows secure exchange of information.
Minimize risk exposure
Have a competitive advantage
Show that we are consistent in our service delivery
Protect the company, its assets, shareholders and directors
However, we don’t stop here. We assure you that we will maintain this standard and go above and beyond to ensure that your data is safe. We alsopromise to continually improve our Information Security Management Systems and abide by its norms and specifications to retain the trust and exceed the expectations of our valuable clients.
Besides, in case you want to view our ISO certificate, feel free to reach out to us.
Do you reach out to a lot of leads but very few of them convert to sales? Do you feel your efforts go in vain? Many businesses feel that generating leads and convincing them is all there is, followed by the closure of the sale. Many often miss the main attribute in the sales cycle which is Lead Nurturing. This blog post is entitled to provide you with the knowledge you need in order to nurture your prospects/leads.In simpler terms,Lead Nurturing is staying in touch with yourprospective clients or your leads throughout the buyers’ purchase stages.
Lead Nurturing your prospects encompasses making them aware of the services you provide, the problems that are prevalent in the industry and the solutions you can provide. From getting in contact with them for the first time to the purchase stage and even the post-purchase stage, Lead Nurturing is being in constant contact with your leads.
You can nurture leads through Marketing messages– sent to those who have already shown an interest in your company. It can be in the form of Cold calling, e-mails, blogs, chat messages, social media platforms etc. Equip them with the necessary knowledge and guide them through your marketing messages.
The goal of lead nurturing is to increase your company’s’ brand awareness, thereby increasing your sales opportunities. A properly strategized and laid out lead nurturing plan helps you convert those prospects into paying customersand helps strengthen the sales funnel.
A Marketo report states that 50% of leads will never be ready to make a purchase. To convince that 50% to buy your product, you need to nurture them.
Let’s dive into some strategies to help you nurture your leads.
The 3-step process:
Lead Nurturing is a minor yet highly significant part of the entire sales journey.
It can be furthersub-divided into 3 stages: Awareness, Engage & Enlighten, Value Addition
Awareness- Generate awareness regarding your company and the products and services you provide.After a brief introduction during the first call and the first follow-up, the lead might be interested in knowing more about you and your company in detail. This initial introduction phase is the “Awareness” stage. Send them collaterals of e-books, service brochures, blog links, website links etc.
Engage & Enlighten– Engage them in a conversation, keep the conversation light–hearted, be concise and clearand keep them hooked.Enlighten them about the problems they might face, the services you provide and how you can help them solve their problems. Knowing the pain points of your leads will help you understand their problems better. Content like case studies, videos etc. will seem more convincing and appealing to the leads.
Value Addition– Add value to your leads by providing them withdata and statistics or knowledge that they were otherwise unaware of.This can be done via e-books, whitepapers, blog articles etc.
Here are some Lead Nurturing statistics–
The stats are hard to ignore.If you are acompany that has many clients and you do not have a big enough team to e-mail or follow up with every prospective lead, the one tool that will help you stay in touch is e-mail automation.
How to nurture your leads? 5 effective Lead NurturingStrategies.
Here’s alist of 5 Lead Nurturing strategies, which will help you curate your Lead Nurturing campaign, effectively.
1. Regular e-mails:
A thread of e-mails that you send to you customers should take your leads through your company journey. Talk about your beginning, your vision and mission, your customers,links to case studies and blogs etc. Tip: To retain your existing customers, you can send linksof the latest blog or a case study. Sharing these with your existing customers would not only benefit them but your company as well.
E-mail Automation is always a good choice but in case you haven’t automated your e-mails and you still send out e-mails manually, make sure you:
Address the person you are e-mailing to by referring to them by their first name.When you reach out to a prospect via call, address them by their name, which adds a personal touch. It also creates a positive impact. Although geography plays a major role here too. It all depends on where your clients are from and their personal preference. Ideally, it is recommended to address people by prefixes like Mr/Mrs/Miss and if they do permit you to address them by their name, then do so.
3. Add Value:
One of the steps we discussed earlier, was Enlighten, you need to enlighten and educate your customers by sending them e-mails that have information that could be helpful and valuable to them.
Each interaction you have with your lead should have a purpose and a Call-to-Action (CTA) in the end.
4. Call them up:
It’s easy to get carried away with nurturing your leads through e-mails. But there’s nothing better than calling your leads and engaging them in a casual yet productive call. Talking to your lead on call helps establish a layer of trust. The confidence in your voice, the casual conversation that help builds rapport are all little things that can make a significant difference.Who knows, after the call, your lead might reconsider his decision and start a partnership.
5. Social Media:
Yes, you read that right. Most IT companies negate Social Media from their campaigns but that is an underestimation. An active presence on Social Media and sharing personal stories on these accounts can lead to building trust. Not only that, it helpsgenerate awareness, helps enlightenand educate and add value to their feeds. Social media is where you can take the liberty to not only add value to your clients but also add a personal touch.
How often should you contact your leads?
There’s a difference between keeping in touch with your leads and pestering them with marketing messages. No one likes repetitive sales calls, messages or e-mailsthat irritate, especially when there are numerous other salespeople vying for attention. Figuring out the right amount of contact for a new lead can vary for different leads.
But if you don’t put out marketing messages at the right time, chances are that your leads will forget that a company like yours exists. And that is why it is crucial for you to leave a mark on your prospects’ mind, in the very first few conversations.
The biggest drawback of outbound lead generation is that you contact your customers not when they “need” it but when you “need” it. So, customers would listen to you if they are in the need of it. Striking the right chord at the right time is the deciding factor here.
But how often is ‘too often’?
Well, there is no pre-defined “number” that exists but you can judge the persons’ interest by their interest in what you have to say.
Do they divert the topic or stick to the topic?
Are they eager to hear you out on what your company does and what you have to offer or are they justbeating around the bush?
Do they put off the call for a later time and avoiddiscussion by postponing, repeatedly?
Do they read your e-mail/messages andnot respond,always?
The interest and eagerness indicated from their side will give the answer to “How often should you contact your leads?”
When to stop following-up?
The interest level of the clients has the answer
Not all leads are worth nurturing. Client interest levels are determined by their behaviour and response towards the interaction. The experience will help you pre-qualify the extent to which a prospect should be chased. It will help determine the effort that should go into converting the sale.
Clearly not Interested- When the person tells you the very first time that he is not interested, he/she is not a lead, so better not contact them. Well, most of them would never buy but some of these just need to be nurtured more. Even if they don’t buy, they will recommend your company to someone else based on the positive experience they have had with you.
Partially interested– For example, let’s say that a prospect has said that he/she might have something in store for you after 3 months. Do contact them at that time to talk business.Make sure you keep in touch with them through calls or e-mails or messages even prior to that. This acts as a reinforcement and when you contact them later, there are high chances of conversion.
Interested– The people who eagerly listen to you and have told you that this is something that they are looking forward to, then that is a green signal. If you get in touch with people like these, then make sure you follow up diligently. If they are interested, it just makes things easy for you, convincing them becomes easy.
Interested but call me later– You’ll come across people who are actually interested but are not free to talk, they need you to contact them at a later time. Ask them for their availability and reach out to them soon.
Lead Nurturing Best Practices
Do not contact your leads every day
Personalize e-mails by addressing your clients by their first name- adds a personalized touch
E-mail segmentation– every e-mail is not suitable for every prospect
Ask for feedback
E-mail is not the only way to contact your leads, call them
The end goal of lead nurturing is to trigger a positive reaction or take your company into consideration when they need it. Employ these strategies and best practices and there are high chances for you to convert your lead into a customer.
And if you’re experiencing customer churn;here are some strategies that will help you retain your existing customers.
We keep uploading new blogs quite frequently on our website- keep an eye out for those.
Lastly, if you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries.
It is believed that “Acquiring a customer takes 5x the amount of effort than retaining an existing customer, which takes 1x the effort.” And this holds true for any business. Even in the case of MSPs, Customer Retention should be of high priority. Maintaining great cordial relationships with the customers goes a long way. The success rate of upselling to them is also greater. In short, new customers are important but the existing ones will be the ones that add the most value to your business.
According to Altfield, the odds of selling to an existing customer range between 60-70%. Whereas, for new customers, that figure drops to 5-20%.
Another such statistic by Bain & Company states, a 5% increase in Customer Retention leads to a 25% increase in profits.
There are numerous other statistics that support this, which makes one realize how crucial Customer Retention is for the business. If you want to know to boost it, here is a list of 7 strategies to help your MSP attain maximum customer retention:
Skilled Expertise and Customer Service
For you to make a mark in the MSP business and in the hearts and minds of the customer, you need to provide skilled assistance. There’s nothing better than an experienced team that provides instant support and assistance based on the need of the hour.
Skilled Expertise is probably provided by a lot of companies but the real difference is made by the service provided by you and your team at every stage.
Starting right from when you sign the SLA, you need to guide your client and ensure they a smooth, seamless transition throughout the entire process. Keep in constant contact and send reports periodically to gain their trust. Show them that you take full responsibility and you are proactive about the project. Being an MSP, assure them that you are there for all their technical needs, 24×7.
This not only helps build trust but it increases your reputation and Brand Image. Make your customers feel that you care about them and are willing to help them.
If your service levels keep fluctuating, no one would want to be associated with your firm. Whether the client is New or Old, the service levels should be constant. Initially, you give highly superior service and your service support is prompt. Later on, if your service levels go down and you get laid-back, your customers are bound to switch.
Ensure that your team understands your goals, your mission and the service delivery agreed upon. Coordinate your customers and your engineers and provide them with a seamless, hassle-free experience.
Who said you can’t have a casual conversation with your business partners? Remaining in touch with you existing customers should hold a high priority in this list. There’s nothing better than a chill, pleasant conversation to build camaraderie.
Customer Retention would be much easier if instead of talking about work and deadlines all the time, you try to break the ice by engaging on a casual conversation. Casual conversations and empathy go a long way in strengthening relationships with your customers.
Alternatively, business communication should not be overlooked. A proper balance of both types of communication will be fruitful. The main agenda should never be compromised. And a healthy business conversation is not only being all-ears for your customers and their needs but also making your points and recommendations feel valued. In the end, both the sides should be on the same page.
Companies will continue their association with you if they feel that they are getting profitable returns on the investment they have done- that is YOU. If their revenue increases due to you, they are bound to stay. Additionally, keep your customers updated with your future plan of action to help keep track of the progress. Furthermore, you can even try creating a roadmap, to create and share your plan of action.
Change is the only constant. If you see an upcoming product being launched or a major change in the industry, be open-minded and give it a try. Being a progressive company in this progressive IT Industry means you have to stay up-to-date and upgrade constantly. For instance, if there’s a better tool in the market that can help enhance your service delivery, adopt that, get certified and suggest these to your customers. Look out for every opportunity to serve your customers well and take your service, up a notch.
Well, the bonus tip here is, if you retain your customers well, they will turn loyal and there is a high chance of them recommending you to their business friends. Word-of-mouth can do wonders for your business! To sum it all up, loyal and happy customers are bound to spend more money than the newly acquired customers.
If you want to read more technical blogs and find solutions to your problems, have a look at our blog section.
The COVID-19 pandemic has made businesses work from home. An even bigger problem was faced by companies that relied heavily on on-premise systems. The pandemic made companies migrate to the cloud and made many adopt backup facilities. Surprisingly, remote working became the new norm. With the enormous number of companies transitioning to the cloud, the lockdown was a period of growth for MSPs (Managed Service Providers). For instance, new clients were onboard thereby increasing the workload. The inflow may have hampered productivity and that is when many MSPs started feeling the need to outsource.
This is where the concept of Master MSPs comes in; they are companies that help MSPs by sharing their workload and assisting them with their day-to-day tasks or taking up fixed-scope projects, thereby improving their efficiency.
Why MSPs should outsource their IT services?
If, you are an MSP thatfocuses on providingeffective and the best IT Servicesto your customers andyou have never outsourced. To enumerate, here are reasons why you should outsource your IT services:
An increased focus on Business Expansion: One of the major reasons why an MSP should consider outsourcing is- Business Expansion. By delegating daily routine tasks to Master MSPs, you can spend your time, energy, and resources on other important tasks. Moreover, you may consider expanding your businesses to new territories and increasing your customer base, commencing work on running a new business division…the possibilities are endless.
Go 24×7 with Time Zone as an advantage: When you outsource to MSPs offshore, you get an added advantage of the time zone. Master MSPs work 24×7 at your service so that you don’t have toface any downtime. Additionally, your employees won’t have to work in shifts(a better sleep cycle may also enhance productivity).
Test waters with a fixed scope: You do not necessarily need to outsource huge projects to Master MSPs straight away.Test their skills and capabilities by starting off with projects that have a fixed scope. If the results are satisfactory, you can decide on moving on with a full-fledged partnership, consequently.
Saves Cost: Outsourcing Master MSPs that get you a skilled workforce at an economical price would be more profitable than hiring employees on-site. Not to mention, outsourcing could also reduce your capital expenditures to a large extent.
Productivity increases: The constant alerts being raised can shift your focus from onboarding new clients to providing continued technical assistance to them. However, if outsourced, you can leave this task to the Master MSPs and not get overwhelmed. With this new clarity in the minds of the staff, productivity increases. Not only can you focus on your relationships with existing customers but you can focus on forging new partnerships.
Stress Less: If you decide to outsource, you don’t need to stress and worry thinking your engineers would leave the organization. There will be no fear of losing your existing customers. Leave it onto the Master MSPs as they will always have a dedicated resource working for you.
Whom should MSPs outsource IT services to?
If you serveSmall and Medium Businesses (SMBs), outsource IT services to Master MSPs willing to provide services to SMBs. If you serve Large enterprises, choose a Master MSP that is capable enough to fulfil your requirements or vice versa. Certainly, this ensures that your money is getting invested in the right places and simultaneously reap the returns.
Partner with Master MSPs that have similar goals and share the same vision and also align with your work culture. In addition, partner with the ones who are ready to cater to your needs 24×7 and also fit your budget.
What to outsource?
Outsource IT services that eat up most of your time and needs constant attention. For instance, NOC services that require continuous monitoring of the servers, or the ones that need troubleshooting, could be outsourced.
Migration services that require an experienced and skilled workforce, especially, can be outsourced.
RMM and Firewall Audits
Infrassist Technologies Pvt. Ltd, established in 2015, is a Master MSP that provides 24×7 professional IT Services to MSPs, globally. We are located in Ahmedabad, India and have a team of experienced engineers who have served 50+ MSPs across 15+ countries. MSPs can focus on their core business while we help them scale up by taking up their routine tasks.Trust ourcompetency, as weprovideyou with impeccable customer service and a seamless experience.
We are an ISO 27001:2013 certified company, hence securing your data is our topmost priority. We provide 24×7 NOC services, Staff Augmentation and Professional services; wherein we provide consultation and carry out the implementation of Microsoft 365 (MS Office, Onedrive, Sharepoint), Microsoft Teams, Azure AD, WVD, Intunes, security and compliance-related services.