Ahead of CPI's European MSP Innovation Awards in London next week, we put our five crucial questions to the marketing director at Radix, an MSP shortlisted for our Industry Specialist award.
1) What will a successful MSP look like in three to five years' time?
A successful MSP needs to be aware of its customers' needs and offer comprehensive solutions while looking to the future, staying innovative and thinking outside the box. They must have a talented and experience-rich human capital that will always push forward. Lastly, they must be agile and quickly adapt to the changing environment, and provide an excellent customer service along with a competitive price.
All these parameters should contribute to continuous growth in size, offering, customers, reputation and revenue for an MSP.
2) What has been the most important development in the MSP space over the last 12 months?
The competition between MSPs has become fiercer, especially with the smaller ones. When organisations sign up with an MSP, they want a one-stop shop. The ones that can't offer their customers comprehensive solutions to all stakeholders are outcompeted by their peers.
For example, Radix's unique selling point is that it offers a device management solution for training and education, keeping in mind and providing tools to all stakeholders - IT admins, teachers, principals, co-ordinators and project managers.
3) If an MSP had to invest in just one new technology, which one should they pick and why?
Today we see digital transformation everywhere. Organisations constantly increase their fleet of devices on-premise and out in the field. For example, can you think of a courier's employee without an attached digital device helping them do their job? Managing a large fleet of devices is not an easy task, thus device management solutions are essential to MSPs in order to be able to centrally manage, monitor and secure the entire fleet.
4) Do you think MSPs should be outsourcing core functions such as their helpdesk and security services?
There is always a debate about outsourcing or doing everything in-house. In my opinion, it all depends on what would be best for the customer. For example, I believe helpdesk should stay in-house as it makes you closer to the customer and you can feel its pulse. As for cloud or security services, I believe it will be wise to outsource, as leading cloud and security services providers look on MSPs as strategic customers with purchasing power, and they get priority service.
We at Radix always pride ourselves on listening to our customers and doing what is best for them, and this why our helpdesk stayed in-house.
5). What's the biggest threat to an MSP's business today?
There are many, but in my opinion, the biggest one is cybersecurity. MSPs have access to a lot of data, and they are trusted to safeguard it. Cybercriminals and hackers are just waiting for one wrong innocent move in order to get in.
Once they are in, the damage they can do is unimaginable and can take businesses down.
Radix is dealing with cybersecurity by offering modules such as anti-theft and geofencing, and remote firmware update management; helping MSPs to better monitor and secure their entire fleet of devices.