Sramana Mitra: What’s in your technology that’s helping these 35,000 MSPs do their jobs to cater to the needs of SMBs?
Fred Voccola: There are a couple of key things that MSPs require. We’ve built our entire company around delivering what MSPs need. I’ll give you a couple of very specific examples. The first thing that a managed service provider needs is a comprehensive integrated platform. There’re about seven different functional areas of IT that a managed service provider delivers for their customers.
They have to manage endpoints. They have to back up data. They have to secure and protect the network, data, and the infrastructure. They have to manage the network itself. They have to provide compliance reporting. They have to provide disaster recovery. They also need to provide service desk capabilities for their clients. If you’re a managed service provider, the technicians that deliver these services for the customers are doing all of the different technology delivery functions.
They’re not specializing on just doing security or just doing network management. The actual technician is multi-functional and they’re doing all of the different disciplines. The first requirement for a platform that provides MSPs optimal enablement is that it has to be comprehensive. It has to include all of the different technologies that are required for that MSP to deliver the service to their client.
The second thing is it has to be integrated and have continuity. There’s nothing worse than an MSP’s technician having seven different interfaces and seven different products to do their job. It’s incredibly taxing. For an MSP to deliver an effective service, they have to be efficient. So, it is important to have that continuity as well as a comprehensive platform. The third is cost. Managed service providers’ customers are small to midsize businesses. Small to midsize businesses are notoriously frugal. They’re not known for spending money.
The technology that the MSP delivers can’t be priced in a way that the MSP can’t afford to deliver it. You need to have a comprehensive platform that’s integrated and easy-to-use and is priced appropriately. Those are the critical success factors that we’ve built our entire company on and why 35,000 MSPs around the world leverage it. Whether it’s Kaseya or someone else, that’s the approach that the MSPs are demanding.
As the customers of the MSP demand that the MSP offers more and more complex and sophisticated technology, that platform has to be able to expand and offer more and more complex offerings – things like cloud management or backing up SaaS applications. If the MSP’s platform doesn’t have it, the MSP cannot offer that service. The small to midsize business will get that service from another MSP. Now you have a situation where because the original MSP can’t deliver everything their customer wants, they invite their competitor into the account. That’s a really bad place to be.