Why Outsourcing Help Desk Support Is a Game Changer for MSP Growth

If you want your MSP business to thrive, you must leave no stone unturned. This means you must resolve IT issues quickly and provide exceptional service consistently. In business conditions like these, MSP Help Desk Outsource can be a total game-changer. 

A 2023 Deloitte study revealed that a help desk is the most outsourced service in the IT sector globally, which is no coincidence. After all, managing an in-house team to support your growing business is challenging and resource-intensive. 

A 2020 Global MSP Benchmark Survey revealed that 54% don’t have enough time to finish their tasks while another 53% have difficulty hiring employees. The flexible solutions outsourcing offers allow you to deliver top-notch service without straining your in-house resources.

In this article, we will cover the pivotal role help desk outsourcing plays in your growth as an MSP. We will also examine how this strategic tool can help sustain the growth of your business.

Challenges of Growing an MSP Business

According to Statista, revenue in the managed services market can reach $24.68 billion in 2024. Despite the positive projection, there are several hurdles MSPs need to overcome to grow and thrive. Some of the common challenges MSPs face include:

1. Security Challenges

One of the key challenges for MSPs is safeguarding client data. IBM reports that in 2024, the global average cost of a data breach has reached a record high of 4.88 million. The statistic underscores the increasing complexity of cyber threats. 

Staying on top of these threats has become even more complex as cybercriminals have become more sophisticated. Common tactics used by hackers nowadays include DDoS attacks and ransomware.

2. Improving Efficiency

Clients expect MSPs to deliver high quality service consistently. Often, the pressure to meet Service Level Agreements (SLAs) results in operational strain. This is especially true when you are managing multiple clients with varying needs. Failure to meet SLAs will not only result in service disruptions, it can also damage your reputation as an MSP. 

3. Boosting Productivity

The introduction of hybrid workforces following the COVID-19 pandemic has made the MSP landscape more complex. For starters, you need to support both your in-house and remote teams. This involves providing reliable and secure tools like VPNs, cloud-based software, and remote access platforms.

4. Competition in a Growing Industry

The MSP market has become very competitive. According to MSP Alliance, as many as 150,000 MSPs exist worldwide. With so many players in the industry, attracting leads has become increasingly difficult. To stand out, you need to provide tailored solutions and value beyond SLAs. This will give you a competitive advantage and help convert leads into long-term clients.

5. Difficulty Finding Skilled Professionals

Another persistent challenge for MSPs is hiring skilled professionals. As the demand for top professionals grows, finding the right talent also becomes increasingly difficult. This is especially true when you are competing with established companies with bigger budgets. 

6. Cultural Challenges

Operating in a global market comes with several cultural challenges. Clients from different countries have varying business practices, communication styles, and expectations. A good understanding of these differences is key to establishing a strong working relationship.

Why Outsourcing Help Desk Support Is Key to Scaling

Your ability to grow your MSP business is key to your success. However, as you expand your offerings and attract more clients, the demand on your operations also increases exponentially. On average, most internal teams receive 492 tickets monthly. To ensure customer satisfaction and loyalty, you need to address those tickets promptly.

There are various approaches you can use to provide timely assistance. You can use automation tools, train employees to answer tickets faster, or bring in new talent. However, if you want to scale your operations up and down as needed, outsourcing help desk operations is your best option. 

Managing your own in-house help desk is tedious and time-consuming. Outsourcing gives you access to a skilled team without additional overheads. Outsourcing vendors use advanced tools and processes to ensure support tickets are handled accordingly. This enables swift scalability while maintaining exceptional service quality.

Freeing Up Internal Resources for Core Operations

Outsourcing is an effective way for your internal teams to focus on core business goals and high-priority tasks. Let’s explore some of the enticing benefits this strategy offers: 

Focus on Core Functions

Outsourcing allows you to focus on your core competencies like infrastructure development, network management, and other cybersecurity services. By partnering with a trusted provider, you can delegate routine IT tasks like software installations and password resets. While they are important for client satisfaction, they are not high-value tasks that can drive revenue or growth.

Better Service Development

When you are not bogged down by routine tasks, you can invest more time in service development and innovation. This means your in-house team can focus on exploring new technologies and enhancing your offerings. The ability to improve your services without sacrificing service quality is important for long-term success.

Improved Resource Allocation

Working with a partner can help you manage time, personnel, and other internal resources better. You also won’t need to expand your external team to handle fluctuating support demands. This means they have more time for high-priority projects and tasks. Eventually, this results in better productivity and efficiency.

How Outsourcing Improves Service Quality and Customer Retention

Scaling and maintaining growth is a challenge for many MSPs. A 2022 Statista report indicated that 39% struggle with customer retention. Fortunately, improving service quality and customer retention has never been easier when you outsource help desk support. Let’s examine some of the ways outsourcing can improve customer retention and service quality:

Access to Specialized Expertise

When you outsource, you can access a diverse pool of talents with specialized knowledge. Whether it’s network management, cloud computing, or cybersecurity, these team of professionals bring focused and in-depth expertise. This level of support not only enhances service quality, it also improves customer retention.

Improved Response Times

Outsourced teams that operate in different time zones can provide MSPs with round-the-clock support. Continuous service is beneficial for businesses that require 24/7 monitoring or those that operate globally. When IT support is constantly available, you can minimize downtime for your clients. This translates to higher level of trust and improved customer retention.

Service Delivery Consistency

If you rely solely on your in-house team, you can experience differences in service quality. This can be caused by resource limitations, employee turnover, or skill gaps. Outsourcing gives you access to experts that can manage operations properly. When you deliver quality service consistently, clients are more likely to stay with you longer and recommend you to others.

Accessing New Technology and Expertise

To stay competitive, most outsourcing providers invest in advanced tools and technologies. Partnering with them gives you access to cutting-edge technologies that are difficult to manage in-house. Vendors also use new systems for ticketing, automation, and customer service, and they update these systems regularly to keep up with the rapid technological changes.

Outsourcing also allows you to tap into a vast range of expertise that’s not available in-house. Providers typically have specialists that are trained in different areas like IT support, software troubleshooting, and network management. You can benefit from their knowledge and expertise without hiring new people or investing in training.

Long-Term Strategies for Growth and Success

Aside from partnering with a trusted help desk support provider, there are other proven ways to maximize your growth as an MSP. Let’s take a closer look at some of them:

Establish a Strong Value Proposition

To develop a robust value proposition, start by identifying your target market. Conduct research to understand their goals, preferences, and pain points. The data you will gather can help you tailor your services to meet their specific needs. From there, you can create a unique selling proposition that resonates with your target audience.

Creating a unique selling point also entails knowing what sets you apart from the competition. Know what they are offering and how they deliver it. Emphasize the areas where you excel over them and make it a part of your value proposition. This gives you a competitive edge.

Build a Great Relationship with Your Clients

Regular communication and check-ins are crucial for building lasting relationships with your clients. Address their concerns quickly and provide consistent updates. This can help them feel valued and heard. Additionally, go above and beyond to exceed their expectations. It is one of the most effective ways to foster trust and loyalty.

Other ways to establish a strong relationship with clients include:

• Proactively recommending technologies or services that can benefit them
• Scheduling routine check-ins and updates via email or phone
• Providing personalized solutions that suit their unique needs
• Conducting business reviews quarterly to discuss progress, areas for improvement, and future plans
• Responding promptly to any issues or inquiries
• Providing excellent customer service at all times

When you prioritize building a great relationship with your clients, you can increase referrals, improve retention rates, and fuel growth for your MSP business.

Outsource Help Desk Support

Outsourcing help desk support can enable you to provide more effective solutions to your clients. Collaborating with others allows you to leverage their networks, resources, and expertise. Building successful partnerships requires establishing clear expectations from the outset and maintaining open communication throughout your partnership. 

Boost MSP Growth with Help Desk Support from STAFFVIRTUAL

Outsourcing help desk support is more than just a practical business move; It is a strategic game-changer that can fuel your growth. By freeing up internal resources and leveraging external expertise, you can focus on expanding your business. Additionally, outsourcing also helps you build an agile and efficient business that’s poised for long-term success.

Don’t let mundane tasks slow down your MSP’s performance and growth potential. At STAFFVIRTUAL, we offer world-class help desk support that’s tailored to your unique needs. Contact us today and discover how we can transform your help desk operations and propel your business forward.

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Sources:

6 MSP Growth Challenges and How to Overcome Them | Channel Insider

Managed Services – Worldwide | Statista

Cost of a Data Breach Report 2024 | IBM Security

How Many MSPs Are There? | MSPAlliance

Scaling the Service Desk | Security Boulevard

Managed Service Providers Business Challenges Worldwide in 2022, By Region | Statista

2023 Global Shared Services and Outsourcing Survey | Deloitte