“Formalizing service delivery” doesn’t sound very exciting does it?
In many ways, it’s not, but if you want your MSP business to perform to its full potential and attract high-paying, prestigious clients, you need to deliver services in the most professional way possible.
To get a quick idea of how seriously your business takes service delivery at the present time, consider the following questions:
- Does your MSP have formal service level agreements (SLAs) in place with all clients?
- Do you have documented internal processes and ways to measure the performance of your team?
- Do you have systems in place to monitor uptime on your clients’ networks, in order to report on performance against agreed targets?
- Do you use a professional helpdesk system to record, prioritize and document system issues and track resolution times?
- Do you provide your clients with regular reports?
Broadly speaking, you can measure how formal or informal your MSP business is, based on the “yes” or “no” answers to the above questions. If you said “no” to all five, it’s likely that your client arrangements are extremely informal.
While this may appeal to you, and indeed some small clients, it could be argued that most businesses, once they reach a certain size, will only be interested in working with firms who could say “yes” to all of the questions. So perhaps it’s time to do things a little more professionally?
How to Get Professional with Service Delivery
A small amount of time spent implementing new service delivery practices can pay great dividends, beyond making your company attractive to those clients that insist on them. By actively monitoring your performance, you will (hopefully) build attractive statistics to use to promote your business. In addition, working to formal SLAs can protect you in the event of unforeseen disputes with clients.
Here are a few simple ways to get started:
- Investigate software tools to help you monitor system uptime, which can give you an easy way to report back to clients.
- Introduce SLAs where they don’t currently exist. Clients are unlikely to object to an extra level of formality, after all nobody can really complain about professionalism!
- Examine how you log the work you do and investigate whether you could enhance client reporting by implementing a new or enhanced call logging system.
- Establish a process for periodic client reporting and stick to the schedule.
Once your processes are in place, you can draw attention to them when you pitch for business with new clients. No matter how big or small your business is, treating service delivery as professionally as if you were a blue-chip company is sure to impress – and once your procedures are implemented, it takes very little effort to maintain them.
Want to Learn More About SLAS?
Listen to this FREE webinar with Len DiCostanzo, Autotask Corporation SVP of Community & Business Development, who will introduce you to Service Level Management programs and strategies that can help your business grow and prosper.