Richard Tubb's Blog, page 20

A Blueprint for Success: Sensational Insights Revealed at SuperSummit 2024

In defining what a blueprint for success looks like for managed service providers (MSPs), we can all agree that rarely are two MSPs the same. At the SuperOps SuperSummit 2024, we saw a wealth of experience in the room, and on the stage.

As part of the event’s line-up, both Richard Tubb and Stephen McCormick held panel sessions that showcased MSPs from both poles of the growth spectrum.

There were also some great speakers, tackling such topics as: the customer experience, creating an aligned technical team and ‘relationomics’.

SuperSummit 2024: Blueprint for Success and Supergrowth

The event took place at The View, Lincoln’s Inn Fields in London on Friday 19th April, and opened with a rousing keynote from SuperOps CEO Arvind Parthiban.

The main message he gave was that we need to evolve as managed service providers and embrace AI before we get left behind. We can’t just ignore it. Soon it will become ‘table stakes’, just like ‘the cloud’ before it, and the internet before that.

 

The Super MSPs of Europe – Sharing Their Blueprint

SuperSummit 2024 featured a number of interesting MSP panels, one of which was moderated by Richard Tubb. Here, he spoke to some of the most successful MSPs in Europe. About their journey to success, and how they keep their businesses running healthy and smart.

The MSPs were:

Vera Tucci – Co-Owner and COO – T ConsultingMark Taylor – CTO and Founder – ChorusScott Riley – Founder – Cloud NexusJoe Burns – Co-Founder and CEO – Reformed ITWhat Prompted You to Start Your Businesses?

Mark talked about what drove him to make the move from a managed service provider to a managed security service provider (MSSP). He said it was a logical leap for him. An evolution, really.

Luckily, he said, Microsoft, at the time, was heavily investing in more security-driven software. So he aimed at what he called, ‘a soft 24/7 approach’ to managed security.

Managed services are evolving all the time, and what it will look like in 6 months or three years will be different to what it is today.

Managed services in the Italian IT community was a very new concept when T Consulting started purchasing remote monitoring and management licences (RMM), Vera recalled.

It was seen as a maverick approach at the time in 2007, but trusting in that vision led to being better able to help her clients.

Scott shared his journey from his previous business: it was backed by a private equity firm when it was sold on, and it grew very quickly.

The backing firm were only interested in numbers, so although there was fast growth, no care was given to the customers. Customers were tied into long-term contracts, and when sales were slow, they cut costs by getting rid of people and assets.

Scott was adamant that when he started his own business, priorities would be different. “It’s our people first, then it’s the customers”, as he put it. The money would follow from treating customers well, which in turn would come from treating his employees well.

How Do You Keep Healthy and Happy in Running a Business at Such a High Level?

The IT industry suffers from up to five times the stress of other businesses. Vera often says to her team, “We don’t save lives …but we do save businesses”. Together they save their clients money, jobs and reputation.

She says, sometimes the stress of work can be relentless, and some days you don’t get a break from it. So you need to cherish those moments when you can centre yourself. Whether that’s going for a run with a podcast on, having a nice meal, or talking to her husband, who is also her business partner.

Vera said, it’s a privilege to be able to vent with someone who understands, but then it can be very difficult to distance yourself from work sometimes too.

Scott also shared his experience of financial anxiety when running his business.

He recalled a time in his second year, when it looked like poor cash flow had resulted in him not being able to pay salaries one month. He’s since learned that he needs to ask for payment in advance, especially when it comes to big projects that can months to complete.

Another way he fights off depression is ensuring that he does CrossFit every lunchtime, and he takes an hour each morning before his wife and kids wake up to enjoy a moment when he can be himself – not a dad, husband or boss.

The Importance of Communities

Joe Burns talked about the value you get from communities as a whole, particularly as he runs a local gathering of the Tech Tribe in the East Midlands.

He says they’re a great place for MSPs to get together and have conversations about the sort of challenges they’re having. Other members can then offer their advice, because sometimes we can’t always see the big picture and it’s nice to have other perspectives to draw on as well.

While the Tech Tribe online community is great for sharing ideas, there’s nothing better than having these conversations face-to-face, in the room.

Joe said, at last year’s SuperSummit, where someone came up to him and said, “I come to these things for therapy!”

They were referring to the fact that it can be a lonely and stressful business being an MSP sometimes. And having the opportunity to mix with other people going through similar experiences can take the weight of our shoulders a little bit.

Co-Managed IT: How Do You Strike The Right Balance?

“To start with, you have to get a clear understanding of what the internal IT team needs the most,” explains Vera.

Usually they don’t have a massive budget, but have lots to get done. So the first thing to do is set up a budget for short term and long term goals. What skills are they missing in-house, and how can we help the business grow and become more resilient?

Vera said they begin mapping the competencies, skills and systems needed to achieve their goal. Then draw out clear lines of responsibility. Where things are shared, it’s important that every little change is logged carefully, to ensure things aren’t messy.

Starting Right – A Strategic Blueprint to Set Your MSP for Success Early On

Stephen McCormick also moderated a panel at SuperSummit 2024, this time for nimble MSPs, each sharing their growth journey so far.

The Nimble MSPs were:

Gareth Westwood – Director – Quietly Confident TechnologyTony Edwards – CEO – BITSmart.techAlex Harvey – Director – Snap ITMeeting Client Expectations

With so much to do in running an MSP, how do you manage your client’s expectations about the service you provide?

Alex said, as there’s so much to manage all at once, it’s good to break it all down into processes, and then either delegate them or outsource them out.

“Accounts is something I couldn’t get quite right at the start, so now I hire a bookkeeper and an accountant”, says Alex, “but you’ve got to learn the pain before you set things right sometimes.”

Gareth explains that he used to try and do it all himself, but is slowly learning you need to focus on the core things that you’re good at. Currently, he’s outsourcing the finance part of his business, but he’s also looking to outsource some of his marketing too.

“I think it’s important to have the idea of where you’re going and then get the team in to support you,” says Gareth.

Challenges in Customer Retention

Tony said he’d never lost a customer until recently. He had one customer who decided to hire internally, because they thought they’d be cheaper.

However, Tony knows the value he provides, in being available when his customers need him, and keeping ahead of the curve when it comes to new industry trends. However not every customer will appreciate that value, and try to cut corners to save money.

Alex knows he needs to up his game when it comes to marketing on LinkedIn, but also sees opportunities to impress his customers with an occasional visit with a box of doughnuts. If that results in a new contract signed, it’s £20 well spent!

Gareth recalled a time when he had to let a customer go. They were the sort of customer that kept him up at night, worrying about their servers, and how they were going to access them remotely. He would give them advice, which they would choose not to listen to, and then blame him for their problems.

So he set about start the process to give them notice of termination, including all the preparatory documentation they might need for hiring a new IT supplier. “The important thing is not to burn your bridges”, explained Gareth.

The Value in the Relationships You Build

Tony maintains that relationships of all kinds are incredibly important when you’re running a business by yourself. Whether that’s with the vendors you’re working with, or your clients, and even the peers in your network play a part.

Often customers will select their partners based on price. “For us, it more about the value we can get from our suppliers, not price,” explains Tony.

Being able to ask a simple question amongst other MSPs that you’ve met before, on LinkedIn, or in a community or accountability group that you’re part of, is essential. These are valuable relationships that offer a lot of value.

SuperSummit 2024: Super Speaker Line-Up

Along with our panels, there was a great line-up of speakers, presenting on some insightful topics of thought leadership.

Juan Fernandez, SuperOps Channel Chief, talked about the value in optimizing profitability in your businessIan Luckett, Co-Owner of The MSP Growth Hub, put together a presentation on how to put together a connected and aligned technical teamMark Copeman, Director of Wingman Marketing, showed us ways you can raise your game when it comes to the customer experienceAndy Edwards, Behavioural Leadership Expert, explained all about different personality types and how they can change on our off-days

There was also a panel discussing how to build an AI-powered MSP: how the technology can improve operational efficiency and help MSPs stay ahead of the technological curve.

The general consensus was that AI is the next big boom. Many of the panel invest in it already, or looking to put it to use in the near future.

Also, there was another reason it was a momentous occasion. SuperOps unveiled their new magazine, MSP Bugle, containing feature columns from both Richard Tubb and Pascal Fintoni.

SuperSummit 2024 Conclusion

SuperSummit 2024 once again delivered some great discussions and takeaways for MSPs.

For a ‘no pitch’ event, it was true to its word, and there was nothing but insightful conversations happening during the day, both on stage and in the networking spaces.

Did you attend this year’s SuperSummit? If so, what did you take away from the event? We’d love to hear about it in the comments.

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Global MSP Day 2024: Celebrating the Resilience and Dedication of MSPs

This year marks the seventh time that Global MSP Day has taken place! An annual event celebrating MSPs the world over, Barracuda MSP have pulled out all the stops for Global MSP Day 2024.

It takes place on 6 June at 10am BST (1pm EDT). And you can join from the comfort of your own home! There are also in-person evening events, taking place at various locations:

ColumbusDenverSan JoseLondonTilburg Why Should You Attend Global MSP Day 2024?https://www.tubblog.co.uk/wp-content/uploads/2024/05/Video-Promo-for-Global-MSP-Day-2024_branded-square.mp4 Who’s Speaking at the Event?

I’m pleased to have been invited to speak at this year’s event. I’ll be sharing the virtual stage with:

Patrick O’Donnell of Barracuda MSPMark Copeman of Wingman MSP MarketingWayne Selk of CompTIAMatt Solomon of ChannelProgramWhat’s Happening at Global MSP Day 2024?

As always, Barracuda MSP will share the results of their The Evolving Landscape of the MSP Business Report. This is an annual survey of members of the MSP community.

There will be lots of networking opportunities, both virtually and at the in-person events. Plus, there will be inspirational talks, sponsor news and vendor updates.

How to Register for the Event

The event starts at 10am BST (1pm EDT). Click here and register for the event.

Please note that there is a separate registration requirement for the in-person sessions, via the same link above.

Will There be a Recording of The Event?

The event will be recorded and made available to attendees.

Click here and register to be notified when the recording is available.

Make Sure Your Industry Knowledge is up to Date With Global MSP Day 2024

Want to grow your MSP and deliver exceptional service to your clients? Then you don’t want to miss out on this event!

Are you going? Make sure you come and say hi! And if you’ve been before, share your highlights with us in the comments.

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Sensational Takeaways from The MSP Show 2024

The MSP Show 2024 brought together an impressive number of vendors and speakers to the London ExCel in May 2024… and excel it did!

The expo-sized event, aimed at managed service providers (MSPs), featured a large number of software vendors, and an impressive list of speakers across the two days.

And with such a crowded events calendar, it can difficult to choose which ones you should give up your time for.

Team Tubb went along for the inaugural event to report on what was a very busy and engaging couple of days.

The MSP Show 2024

The MSP Show was an idea that began as an extension of the Service Desk and IT Support Show, also known as SITS. Show organisers David Maguire and Alexandra Harris saw an opportunity to expand into the growing MSP sector by putting together the MSP Show as a co-event.

We know from experience, that when it comes to events for MSPs, very few of the larger expos get the balance right.

On the one hand, you want to give the crowds opportunities to meet existing and potentially new vendor partners, but you also want to give them something of value in terms of advice they can take home an implement.

However, it can be difficult to use these large halls effectively to deliver keynotes and speaker panels because of the ambient noise of hundreds of visitors having their conversations elsewhere in the hall. Though, due to a great sound team, this was not an issue.

As well as that, there were plenty of break out areas to regroup in, and some surprises too, including a massive singing robot!

What was nice about it being a co-branded event was that they put both events on in the same space, so it was easy to move across to meet vendors in the enterprise space (some of whom served the MSP industry too!)

MSP Show Highlight 2: MSP Show Event Speaker Highlights

Normally at Expo events, the conference agenda can be full of vendor pitches, and very little thought leadership.

This was not the case at the MSP Show. There were a great deal of impressive topics covering everything from selling cybersecurity to service improvement. Adopting AI in your service desk and using management accounts to demonstrate value in your MSP business.

Here are some of our highlights from a few of the speakers and talks that we saw:

Growth: It’s More Than Sales – Retaining Clients Through Amazing Service

Michelle Coombs, Director of The Tech Leader Network gave a powerful presentation on how delivering great service helps you to better retain clients.

She proposed that it’s possible to maximise your revenue potential for you MSP if you focus on exceptional service delivery, regardless of where you are in your maturity journey.

Customers or clients generally leave if they’re feeling undervalued, and they may not always be vocal about why they’re unhappy.

They might also feel unhappy or undervalued if:

Their expectations aren’t met according to your contractual promisesInconsistent ticket descriptions which result in a varied service outcomeSudden growth for either the client or the MSP leading to operational inefficiencies or resource gapsThe Service Advantage

By prioritising operational efficiency and effectiveness, MSPs can significantly improve customer retention, profitability, and growth.

Operational Efficiency: Optimizing resources to deliver cost-effective services and reduce reworkOperational Effectiveness: Aligning strategic objectives with exceeding customer expectations to build reputation and loyaltyOperational Excellence: Delivering consistent improvement to exceed expectations across all service areas while minimizing costsOperational Maturity: Using your experience to adapt to changes in the landscape, as well as challenges to scalability and growthThe Art of Communication

You can avoid many service delivery pitfalls by taking the time to understand the customer’s needs and setting expectations early.

This means going beyond technical requirements and understanding their business goals and operational rhythms.

Helping them understand the service level agreements and escalation procedures at the onboarding stage. And also, being able to take control and reset expectations if processes are regularly bypassed or if service levels drop.

Understand your audience and tailor your communication to suit who is in the room. A finance director is going to want different assurances to a project manager, so ensure your words resonate with those you hold meetings with.

Start With These ‘Quick Wins’

Michelle finished her presentation with some excellent ‘quick win’ advice!

Under-promise and over-deliver to build in a buffer to handle any unexpected occurrences in your service delivery. This builds trust, and customers are often happier when things are completed sooner than expected, rather than later.

Seek feedback, and act upon it. Whether that’s from a complete service ticket, or from your regular service meetings.

MSP Show Highlight 2: Helpdesk Horizons: The Four Pillars to AI Implementation

From Uptime, CEO Bradley Munday and Director Jason Kemsley, established their take on how AI automation can help raise your helpdesk game!

Uptime has over 15 years’ experience in delivering service desk solutions. They deliver up to 20,000 service tickets a month, through a mix of human engineers, automations and AI.

They gave a talk full of real-world examples, but we’ve summarised some of the key points from each of the four pillars below:

Pillar 1: Leverage Automation Within Existing Tools

By using automated workflows within your professional services automation (PSA) tool, you can cut down the time engineers spend on repetitive tickets.

It’s important to provide clear communication to keep customers notified of progress and escalations using canned responses.

If you can, configure your ticketing system to pre-approve authorisation for chargeable work. This will prevent lost revenue and wasted time.

Pillar 2: Prevent Lost Time Between Tickets

Implement a system to ‘nudge email’ customers who have not responded to their tickets within the acceptable timeframe. This will reduce the lag for open tickets.

Create a library of professional, yet human-sounding email templates that your team can use to respond to customer enquiries.

Consider filtering out those tickets that require an action from the customer to give your technicians a clearer view of their active workload.

Pillar 3: Track Escalations to Improve Employee Skills and Retention

Employ hidden user-defined fields to track which technicians are escalating tickets. This will allow you to identify areas for training without discouraging them from seeking additional help when resolving tickets.

By providing targeted training to your technicians, you’ll improve your team knowledge base and bolster confidence within your team.

Pillar 4: Identify, Build and Measure AI Solutions

Remember, before you deploy any AI solution, it’s crucial to clearly define your business goals and objectives. And make sure the solution aligns with them.

High quality data is essential for a success AI implementation. AI is only as good as the data it’s built on: “Garbage in, is garbage out”.

Start small, focusing on those common repetitive that occupy a lot of your technicians’ time and free them up to work on more complex issues.

Key Takeaways About Automation for Your HelpdeskBuild a solid foundation of automation and data hygiene before implementing AIStart by automating the simple repetitive tasks that take up a lot of timeTailor AI solutions to fit your business goalsRemember that high quality data is essential for effective AI automation

MSP Show Highlight 3: MSP Valuation and the Importance of Management Accounts

Have you ever considered the true value of your MSP business? That’s the question The MSP Finance Team’s Daniel Welling and Adam Morris posed during their keynote presentation.

The key to putting an accurate figure on that valuation is held, for the most part, in your management accounts. With an up-to-date monthly profit and loss, and balance sheet, you gain actionable insights as an MSP. And these are essential for strategic planning.

Adam and Daniel went through an assortment of different valuation methods, which included tangible figures such as turnover and labour costs, as well as value derived from staying in the business after the sale.

They also explained the difference between adjusted and normalised EBITDA (earnings before interest, tax, depreciation and amortisation), which can affect the overall valuation we put on our business.

Of course, this valuation is what we would expect if another business was looking to acquire it, so getting this right is very important for an MSP looking to sell up.

Other Factors When Valuing Your MSP

The length, strength and health of any contracts you have with your clients is also an important factor to consider.

The ‘Switzerland Structure’ is where you business is reliant on a particular vendor or client. If that entity was to move on or go bankrupt, it would be a massive risk to your business. Therefore it could affect your valuation.

The bottom line, when it comes to valuations, is that a business is only worth what someone is willing to pay for it. However, having a calculated idea of your businesses worth is prudent before any negotiations take place.

Some of the Other Highlights on Offer at the MSP Show

There was so much to see and experience over the two days, it was impossible to enjoy it all.

At the end of the first day, vendors Huntress, Halo PSA and Ninja One held an afterparty for MSPs at the Formula 1 Arcade Bar in Central London. It was a great chance for attendees to relax, chat and of course, race!

SuperOps had one of the biggest stands at the event, and were offering free ice cream to attendees over both days.

Plus, as one of the speakers had an emergency on the day and couldn’t make the event. Some of the other speakers pulled together a quick panel session to fill the space in the conference agenda. This included Jason Kemsley and Bradley Munday of Uptime, plus Greg Jones from Kaseya/Datto.

Representatives from CompTIA, The Tech Tribe and Network Group were also in attendance.

There really was a lot on offer for MSPs and IT service managers. And with plenty of space, it didn’t at all feel overwhelming.

There was even a visit from Titan the Robot, who gave us a rendition of Queen’s Don’t Stop Me Now!

Team Tubb’s MSP Show 2024 Event Recap Reel and Guest Videos

We spoke to a lot of people at the MSP Show! Here’s our compiled interviews and event recap from the day!

The MSP Show Plans to Return in 2025

The date has already been set for next year’s MSP Show. It will take place on 14-15 May 2025!

Do you plan to be there? Did you attend this year’s event? If you did, what did you enjoy most about it?

We’d love to hear about your experience in the comments!

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How to Come Up With MSP Content Ideas Your Readers Will Love

So we’re agreed that content marketing is important for growing your MSP. And you’ll see success when you’re consistent. But what if you really struggle to come up with content ideas?

How do you know what to talk about and what your readers want from you? Here are five quick tips to get you started.

Find Content Ideas in Your FAQ

This is a piece of advice I give to all my clients. If you’re new to blogging, or refreshing your approach, this is the easiest place to start with finding content ideas readers will actually want.

What do your prospects ask about most often? What is it about your offering or the wider IT space that confuses people? For this bit, remember that there’s no such thing as a stupid question!

Explain in as much detail as you can what your tool or solution does, how it helps and how it’s different to other options on the market. And remember that you’re the expert, not them! It’s fine for them not to know everything.

So the next time someone comes to you with a question, you can simply send them a link to the post, rather than writing a long reply. Plus, it shows that you’re anticipating their needs by having a blog or two ready to answer their queries!

And before you publish your FAQ, do a quick check for acronyms or any terms your audience could be unfamiliar with. You don’t want to make them feel stupid. The IT industry is especially bad for acronyms, and it took me a while to learn them!

Open Up Your Diary

Find significant dates in your company calendar and use those for content ideas. These can be seasonal, such as how to support your staff to take time off, or they could relate to personal milestones.

But be careful with these – share your business birthday, but don’t talk about things like ‘we’ve had our biggest revenue month to date’ unless there’s something for your clients in that. For instance, you might decide to invest in creating training videos for your tool – that’s valuable.

Look at industry awareness days, too. You’ll see we do that a lot here on Tubblog, because it’s a nice way to create content that’s not too tech-heavy. For your MSP clients, highlighting Cybersecurity Awareness Day or National Password Day is a subtle reminder that these things are vital for their business security.

Talk about events you’re attending or you’ve been to and share some nuggets of wisdom you learned while there. Perhaps Microsoft shared a big update that will make a difference to efficiency and productivity for SMBs. So make sure your client know what’s coming.

Keep Up to Date With the Industry

You should be doing this anyway, for your own business and your clients’. But in terms of finding content ideas, industry news and updates is an easy way to find new topics.

As cybersecurity gets more news coverage, your SMB clients will be worried, and looking to you for advice. So if you can explain the threats and how you can keep them safe, it will reassure them. And it has the advantage of showing them that you’re the expert.

Be aware of any legislation changes, too. For instance, we know that the British government is trying to increase awareness of Cyber Essentials training, and it’s not impossible that they make it a requirement in certain sectors.

Let your clients know too about any new tools that might be helpful to them. If you can proactively suggest a solution to resolve a problem you’ve identified, it will really help your customer relationships. If there are significant pricing changes or even companies closing, share that as soon as you can.

One word of caution, though: Make sure you share news that’s relevant to your clients and will add value to their business. The latest industry merger or a new distributor on the scene really won’t interest them!

Case Studies and Product Deep Dives

If part of the reason you create content is to attract new customers, then it’s a good idea to showcase the successes of existing clients. Case studies and testimonials let people explain in their own words why working with you helped the business. And they also boost your credibility and authority.

If you don’t have any case studies already, you really should! Don’t forget that these can also be repurposed as LinkedIn recommendations and shared on other social media platforms.

But if you’re so new you don’t have any clients to ask, you can also use your product as inspiration for content ideas. Does your MSP support clients with Microsoft Office? Then show them how to get the most of the product suite.

Or, if you offer a specialist solution, perhaps for cybersecurity or cloud technology, do a deep dive into the main features. Pick one at a time and explain how it works. Highlight the most helpful aspects that can support their business needs – growth, productivity, better processes.

‘Behind the Scenes’ Content Ideas

Why would you create behind the scenes content? Because we’re all human, and humans are naturally curious. We love to know more about the people we choose to work with, and get a peek into the backstage area.

For our team, Richard and Stephen both create short videos when they’re on the road, and our TubbTalk Travelogue series allows us to talk to people we meet. But if you’re not comfortable with that, share some photos of your team and your workspace.

In content marketing, we say “people by from people”, so show off what makes you unique. I’ve seen business owners talk about how their most popular posts have been about favourite biscuits or what to have for lunch!

Surprising, and a bit frustrating when you work hard on all your other content! But these types of posts are great for engagement and can help prospects decide whether to work with you or a competitor.

Don’t be afraid to have fun with behind the scenes content. In the 21st century, most businesses are a lot less formal than they used to be. People won’t think you’re unprofessional if you share candid (or staged!) footage of the team fighting over the last chocolate digestive! After all, they need the brain fuel to do great work!

Has this helped you to start thinking about your own content? Where do you find ideas and inspiration? Let us know in the comments!

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How the Movebot Solution Makes Data Transfer Quick and Easy for MSPs

In this video, I speak to Michael Lawson, the founder of Movebot, an exciting new platform for MSPs. It’s designed to make data transfer quick and easy for MSPs, particularly at scale.

Movebot seamlessly migrates data from one cloud platform to another, with minimal downtime and disruption for the client. But what really makes it special is the ability to rapidly move huge amounts of information.

I asked Michael if he’d be prepared to do an in-depth video walkthrough for me. We looked at how to configure a project, preparing the client’s team for the move, and post-migration fixes. You can watch the video of the walkthrough demo below.

A Walkthrough Demo of the Movebot Data Transfer Tool

How Movebot Differs From Traditional Data Migration Solutions

When it comes to data transfer, it’s relatively straightforward to copy a couple of files from one platform to another. But when you transfer hundreds of thousands of files or even millions of files, it becomes quite complicated.

Michael explains: “You tend to run into a lot of issues. And that’s because the internet doesn’t behave the way you expect it to. So there’s a scale dynamic, but there’s also nuances between the different platforms. Those only become a challenge with huge amounts of data.”

An Overview of the Movebot Data Transfer Tool

The technology and design of Movebot have been built for MSPs’ specific needs. The dashboard splits client work into projects, so it’s easy to view and manage. Users add a source and a destination, and map the files to be moved.

Each platform is configured, and then they can be selected from a drop-down menu to begin the mapping. There are permissions to manage and the tool will make recommendations. Once those are accepted, users can select a final location for the data.

How to Transfer Large Amounts of Data

There are no restrictions on how much data can be transferred, Michael says. “The only limitations are those baked into the platforms themselves. For example, Google shared drives only allow you to have 400,000 objects in a particular drive. And Ignite has some limitations around maximum file size.

“But as far as Movebot is concerned, we don’t have any limitations. The biggest migration we’ve done to date was 1.2 petabytes out of a drive. That’s astronomical! Of course, if an MSP is tasked with a data transfer of that size, we’d recommend they get in touch for peace of mind that we’re on hand.”

Pre Data Migration Cleansing Support

Before an MSP carries out a data transfer, it’s a good idea to do a discovery phase. This allows you to find out more about the requirements and timelines for the migration. “At Movebot, we offer a free discovery tool for our users.

“It’s a good way to see how many files are in the source location, and what they are. The tool creates a map for you to drill down for full details. And it will flag things like too many files for a single document library, so you can resolve the issues before you start.

“You can see if the data is too large for the destination platform, and work to split it up. Then, name the new files and transfer them in smaller batches. It makes the migration more of a success.”

Post Data Transfer Fixes to Make Life Easier

Once the data has been moved, Movebot will perform a scan. If any files have been missed, these will be flagged. Often this is because they’re in the wrong format, and just need to be converted in order for them to transfer.

“We do this for you. We rename, convert, re-sanitise. Whatever you need, we do it under the hood. But we do let you know before we do it, because we know that that’s important for MSPs. Any major problems, we let the system alert you so you can decide what to do. And of course we can support with that.”

Licence and Billing Options for Movebot

The Movebot licence is simple – you pay for what you use. They have two flexible payment plans available too. There is also the MSP Partner Programme, which offers a large discount on the public transfer rates.

Michael says: “The pricing is intended to be straightforward. We don’t charge for teams, or for emails. There’s just a flat fee. Because we want you to move your data quickly and for the transfer to succeed, we don’t charge for failed files, either.”

How To Connect With Michael LawsonMovebot.ioFollow Movebot on LinkedInConnect with Michael on LinkedInFollow Couchdrop (Movebot’s parent company) on TwitterLike Movebot on FacebookHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate, and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterYou Might Also be Interested inPodcast: Growth and Success Advice From the Wizard of Data MigrationsClient Profitability Matrix: the Essential Data You Need to CapturePodcast: How to Fight Ransomware Cyber Criminals, Secure Data and Protect Your MSP Clients

The post How the Movebot Solution Makes Data Transfer Quick and Easy for MSPs appeared first on Tubblog: The Hub for MSPs.

Tubbservatory Round-Up #28 – April 2024

Tubbservatory Round-Up – Tools and Resources for Your MSP

Each week, Richard scours the depths of the internet to uncover vital resources, curating a dynamic collection tailored specifically for IT Managed Service Providers (MSPs) aiming to lead the pack in their industry.

Welcome to the Tubbservatory – a lively video series presenting carefully chosen articles, podcasts, events and more. Weaving together the best resources for IT entrepreneurs.

The Tubbservatory Round-Up #28 is your portal to the April 2024 edition! We’ve edited together all of this month’s episodes for your viewing delight.

Find the links to these invaluable resources at the conclusion of this post.

This month’s topics include: MSP security, profitability tools, industry events, marketing tips for MSPs, and expert advice on pen-testing, zero trust, and AI compliance.

Tubbservatory: The April 2024 Round-Up Video

Tubbservatory Round-Up #28: April – Week 1

 

#1 The Pax8 Guide to Powerful Productivity

Build. Work. Flow. That’s the mantra from Pax8 as they announce a powerful productivity gain with the integration of Microsoft, Adobe and Exclaimer solutions for MSPs.

With 93% of MSPs looking to increase their productivity, Pax8 has also produced The Pax8 guide to powerful productivity that gives advice on integration, productivity and selling these solutions to your MSP clients.

Given you probably already have these tools in your stack, this should be a powerful free download

#2 PRIME+ Speech Protector and Signal Jammer

If you or your MSP clients are serious about your privacy and security, then this device may be of interest.

The PRIME+ Speech Protector and Signal Jammer from data protection specialists EO Security is suitable for protecting offices, meeting rooms and other areas where sensitive information is discussed.

#3 Pen Testing as a Service from Endida

Talking of security, if you’re looking for an MSP-friendly penetration testing for your clients, then Endida’s Pen-Test as a Service (PTaaS) offering is powerful.

I recently tested the service with a Pen Test of my home network, and I was blown away by the quality of the reports. Plus Endida offer unlimited free re-testing.

#4 Paul Green’s MSP Marketing Podcast – Episode 220

Paul Green is back with his MSP Marketing Podcast, and it’s better than ever!

In his latest episode, “MSPs: this tool sells more to your client’s”, Paul dispels five marketing myths that are holding us back.

Check out the full show for great content and ideas.

#5 SuperOps SuperSummit Returns to London on 19th April 2024

Mark April 19th in your diary, as the great and the good of the UK Managed Services community descend on London for the 3rd MSP SuperSummit!

Hosted by SuperOps, the SuperSummit 2024 London has gained a reputation for being different to other events with a strict “no pitching” policy.

Instead, expect peer collaboration & networking.

Team Tubb will be there, and I’m hosting a SuperMSPs of Europe session with Vera Tucci, Scott Riley and Mark Taylor.

This event is open to everyone in the Managed Services space, and registration is now open!

Tubbservatory Round-Up #28: April – Week 2

 

#1 Uptime – MSP Operations, Delivered

MSP Operations, Delivered.

That’s the motto of the newly re-branded Uptime – a 24/7 White Label Remote-Based Helpdesk, NOC, Dedicated Tech and Project Solution for Managed Service Providers.

Uptime is a result of the recent merger between Inbay and Uptime Solutions, and gives MSPs lots of options for delegated and outsourced services from this new powerhouse.

Good luck to Bradley Munday, Jason Kemsley and the whole Uptime team on this new chapter!

#2 The CompTIA Industry Outlook 2024 Report

The CompTIA IT Industry Outlook 2024 Report is now available, and it gives us some interesting insights.

Three of the takeaways from CompTIA’s survey of IT professionals and MSPs included:

Tech providers using AI to run their business betterBeyond-the-basics cybersecurity becoming a channel Skills imperative, and productivity being the key driver for ‘Digital Transformation’

This report is well worth downloading and reading.

#3 Michael George Takes the Reigns as CEO of Syncro

Meet Syncro’s new CEO!

Managed Services industry legend Michael George has taken the reigns at Syncro.

In this on-demand recording of a fireside chat, Michael answers questions submitted by partners and shares more about his vision for the company’s future.

#4 Subdomain Hijacking a Threat to New Gmail Security Changes

The recent Gmail security rule changes promised to reduced spam and help users stay safe, through enforcing standards on bulk emailers.

But security researchers at Guardio Labs have uncovered a “sprawling campaign of subdomain hijacking” that could undermine Google’s attempt to protect Gmail users from malicious mass emailing campaigns, reports Davey Winder for Forbes.

If you do any sort of email marketing, I’d recommend reading this article.

#5 SuperMSPs of Europe Sharing Their Success Blueprint at the SuperSummit

The SuperMSPs of Europe will be sharing their success blueprint with us at the MSP SuperSummit in London on Friday 19th April 2024.

Vera Tucci of T-Consulting, Mark Taylor of Chorus and Scott Riley of Cloud Nexus will be headlining the event speaking with me on stage about the secrets to their success.

The SuperSummit promises to be an amazing day for MSPs. Check out the full line-up of speakers and activities — I hope to see you there!

Tubbservatory Round-Up #28: April – Week 3

 

#1 Don’t Pay the Ransom – A Three-Step Guide to Malware Protection

Don’t Pay The Ransom.

That’s the message from Barracuda MSP in their new eBook, a three-step guide to ransomware protection.

In this guide, you will learn about best practices in dealing with ransomware attacks, such as:

Protecting client credentialsSecuring web applications and accessBacking up client data

The eBook is now available as a free download.

#2 Mi-Crow Acquired by Kinrock

News that popular UK-based MSP learning provider Mi-Crow has been acquired by Kinrock.

The deal will mean that Mi-Crow’s catalogue of training on Cyber Awareness, Microsoft Teams, Mental Health at Work, Microsoft365 and more will be expanded and grow.

Congratulations Linda Shane, Mike Shane and the team at Mi-Crow!

#3 ChannelHolic – A Source for High-Quality MSP News

Talking of news, if you’re looking for a high-quality source of MSP news, then I highly recommend ChannelHolic.

Channelholic is run by industry veteran journalist Rich Freeman, and delivers top quality insights and relevant news that any MSP or vendor will find valuable.

#4 Privacy Compliance in the AI Era

What does privacy compliance in the AI era mean?

A video that caught my attention was Robert Baugh of Keepabl, a leading advisor and privacy practitioner, speaking to The NILG.AI Podcast about the privacy compliance challenges entrepreneurs face in the AI era.

They discuss topics such as GDPR, the AI Act, and the US executive order and its impact on AI.

This interview is well worth watching.

#5 MSPGeekCon 2024 – May 19th-21st, Orlando, Florida

MSPGeekCon 2024 takes place May 19-21st in Orlando, Florida!

At MSPGeekCon, your technician takes centre stage, and the event offers hands-on knowledge through diverse tracks covering People, Process, and Automation.

Tickets are available now.

Tubbservatory Round-Up #28: April – Week 4

 

#1 The MSP Cybersecurity Journey eBook

An eBook that caught my eye is The MSP Cybersecurity Journey: Guiding Your Customers Toward Success.

The teams at cybersecurity specialists Huntress & DNSFilter teamed up to create this guide to help MSPs learn how to tailor the security conversation with their clients based on maturity.

Some of the topics the eBook covers include:-

Which security measures should your clients take as their business grows?How you can counsel your MSP clients on security and relate it to what matters most.Plus, what client’s should prioritise in Cybersecurity when IT budgets are constrained.

This is an excellent free eBook, available now for download.

#2 How to Measure Profitability to Make Your MSP Business More Robust

There’s an old adage that states, if it’s not measured, it’s not managed. Therefore, profitability is one of the most important metrics you should be measuring as a business owner.

So, here’s a guide on How to Measure Profitability to Make Your MSP Business More Robust.

Written by my Tubblog colleague Stephen McCormick, this guide shows how to attract profitable MSP clients and make your existing MSP client’s more profitable, too.

#3 Zero Trust Network Access for Managed Service Providers

What is Zero Trust Network Access? 

Marc Barry of Enclave provides this excellent guide to Zero Trust Network Access for Managed Service Providers.

If your MSP client’s are still using VPNs, then you’ll want to check out this guide.

#4 Freelancer Magazine for the Nimble MSP

If you’re a nimble MSP, then this magazine might appeal to you.

Freelancer Magazine is focused on companies of one, sharing knowledge and getting connected.

Packed with stories and strategies to take you from frazzled freelancer to a confident business owner and grow a business you love.

#5 BeMSP Hosts MSPCon 2024 in Paris on 6th June 2024

MSPs of France will be descending upon Paris on 6th June for MSPCon 2024.

Hosted by BeMSP, I can tell you that having keynoted this event before as a speaker, it’s an amazing collaboration of Managed Service Providers sharing ideas, insights and best practices.

This year’s keynote speaker is Olivier Havette of Lenet, and registration for MSPCon is now open!

Links to the Resources Mentioned in this Round-Up

From Week 1The Pax8 Guide to Powerful ProductivityPRIME+ Speech Protector and Signal JammerPen Testing as a Service from EndidaPaul Green’s MSP Marketing Podcast – Episode 220SuperOps SuperSummit Returns to London on 19th April 2024Mentioned in Week 2Uptime – MSP Operations, DeliveredThe CompTIA Industry Outlook 2024 ReportMichael George Takes the Reigns as CEO of SyncroSubdomain Hijacking a Threat to New Gmail Security ChangesSuperMSPs of Europe Sharing Their Success Blueprint at the SuperSummitWeek 3Don’t Pay the Ransom – A Three-Step Guide to Malware ProtectionMi-Crow Acquired by KinrockChannelHolic – A Source for High-Quality MSP NewsPrivacy Compliance in the AI EraMSPGeekCon 2024 – May 19th-21st, Orlando, FloridaAnd Week 4The MSP Cybersecurity Journey eBookHow to Measure Profitability to Make Your MSP Business More RobustZero Trust Network Access for Managed Service ProvidersFreelancer Magazine for the Nimble MSPBeMSP hosts MSPCon 2024 in Paris on 6th June 2024

How You Can Help

As Tubbservatory Round-Up #28 comes to a close, we’re looking ahead to May!

Have you got something awesome to share? Whether it’s a nifty tool or a resource that’s piqued your interest, drop it in the comments below and let’s keep the laid-back knowledge exchange going strong. Your input matters!

You Might Also be Interested inIn-House or Outsourced Cybersecurity? What’s Best for MSPs?TubbTalk 151: How to Uncover Cutting Edge Cybersecurity Solutions for MSPsHow to Measure Profitability to Make MSP Businesses More Robust

The post Tubbservatory Round-Up #28 – April 2024 appeared first on Tubblog: The Hub for MSPs.

Why Consistent Content Marketing is Key for MSP Sales Success

Let’s talk about content marketing. I know, you don’t have time to create content! You’re running your MSP (managed service provider) business – you have to sort out the invoices, meet with prospects, field client calls and resolve problems.

How could you possibly fit in content marketing as well? But hear me out – if you don’t make time for it, you won’t have a business that needs all of those other tasks completed.

How Content Marketing Attracts Prospects

I’ve attended IT industry events, so I know that some MSPs don’t see the point in marketing. Some of the common objections we’ve heard from MSPs who are neglecting their marketing include:

We are happy enough relying on referralsMarketing is time consuming, and we don’t have the resources to do it properlyI’ve spent a lot of money with marketing agencies and not seen a big enough return on investmentOur clients are loyalClients rarely change supplier once they’re on-boarded, so we don’t get people leaving their IT partner and coming to us

All of those comments are reasonable, but what happens when those clients retire or exit the business? How are you going to replace them and continue to be successful and profitable?

Content marketing lets people know that you exist, you understand their pain points and you’re the best person to help them solve their problems.

Being the best-known MSP in your town isn’t enough anymore. Customers are used to looking online for suppliers, and locality doesn’t matter as much as it once did. You need to find a way to differentiate yourself and stand out from the competition.

If you’ve read anything about content marketing, especially here on Tubblog, you’ll have come across the “know, like and trust” theory. Prospects who consume your content regularly will get to know you and feel that you’re trustworthy. Then they pick you as their supplier.

However, before they get to that stage, they have to see you online often enough that they remember you when they’re ready to buy from someone. In marketing, we call those ‘touchpoints’, and the consensus is you need at least eight of these before you get a sale.

Not only that, but they have to be across different platforms, so as well as social media, that could be your newsletter, a podcast appearance, your blog or a Google Ad.

Today’s MSP Clients Have Different Needs

If you’ve been working with the same handful of clients for a number of years, you’re probably confident that your MSP delivers exactly the services they need. And depending on what they do, that may well be true.

But in a post-pandemic world, customer needs are changing. That’s true in most sectors, but especially the case in IT and tech. Any MSP who took a panicked call from a senior manager suddenly needing a secure network so staff could work from home in 2020 will understand!

And while things have settled down and people have returned to workplaces, not everyone wants to be office-based. So hybrid working provisions are a priority for many newer businesses. How can you find those prospects and win their custom? With content marketing efforts that show them you can help!

The threat of cybersecurity is growing, and smaller companies are starting to see that they’re at risk too. They know they need help to protect their data, but they don’t know what solution they’re looking for.

Regular, helpful content, in any medium, helps them identify themselves in the descriptions of your ideal customers. And if you explain what you do – simply and clearly – and how you help them, that builds that know, like and trust factor.

Content Marketing Consistency Leads to Sales

Hopefully I’ve convinced you of the need of content marketing! You might not see results immediately, or even know that your content is being consumed, but it will pay off.

As Richard says himself, “I blogged consistently for years and had no idea if I had readers. I just wanted to share my knowledge, and it was a great way to collect it all in one place.

“And over time, when prospects approached me, they’d mention a blog or two that they’d found helpful. Because I’d shown I understood their challenges and could help, they came to me for help, rather than contacting a competitor.”

If you enjoy blogging, commit to publishing one post per month to get you started. If you prefer video, try to share weekly or fortnightly on YouTube or Instagram Reels. Top tip – people love behind the scenes footage, and it’s an easy piece of content to create!

Consistency Trumps Quantity

What I mean by this is simple: you don’t have to be posting multiple times a day on every social media channel, and you don’t have to publish a blog every week. But what you do have to do is be consistent with your output, regardless of how much you do.

Set an expectation for your clients and prospects that at the start of the month you share a helpful blog post, send out a fortnightly newsletter that gives updates on what you’ve been up to, and post three times a week on LinkedIn. And then show up each and every month.

Content marketing doesn’t have to be a chore or a time suck to be effective. It just has to be consistent so that when a prospect is ready to buy, you’re ‘top of mind’ – the first person they think of to solve their IT problems.

Unfortunately, we don’t know someone is in the market for what we sell until they get in touch to book a discovery call or a have a free trial, so we have to keep putting ourselves in front of them as much as possible (touchpoints) until they’re ready to buy.

Get Started Today and Build Content Marketing Consistency

It’s fine to start small while you find your feet with content marketing. Over time, you’ll get more comfortable with the creation process, and it’ll get quicker. At that point, you can look at increasing your output.

Perhaps you move from monthly to fortnightly blogs, or post one extra day per week on LinkedIn. You’ll gradually build up your touchpoints for prospects and the time between them first finding you and getting in touch will shrink. 

So how do you feel now? Can you see how small, regular actions will add up to a big result? We’re all human and want to feel seen and understood with the people we partner with.

And because IT and cybersecurity is a mystery to many SMBs, they need someone they trust to guide them through it.

Let us know how you approach content marketing and if we’ve inspired you to be more consistent!

You Might Also be Interested inPodcast: How an MSP Wins at Marketing in the Real WorldHow Marketing Conferences can Dramatically Improve Your MSP’s Marketing KnowledgeHow Video Marketing Boosts Your IT Sales Reach

The post Why Consistent Content Marketing is Key for MSP Sales Success appeared first on Tubblog: The Hub for MSPs.

Client Profitability Matrix: The Essential Data You Need To Capture

A profitability matrix is an easy way to determine which of your clients are profitable and which are a drain on your resources as a managed service provider (MSP).

The purpose of keeping a record in this way lets you see, at a glance, which of your clients are a good fit for you, and which might be less profitable for your business as a whole.

When it comes to your style, what data you choose to keep, and how detailed you want to be, is completely up to you.

However, we’ve come up with a few suggestions for you to consider when developing a matrix of your own.

The Purpose of a Profitability Matrix

The profitability matrix exists as a record for each of your clients and how profitable your relationship is with them.

For example, the data that goes into the matrix should show what they pay for, how security-focused they are and how good the business relationship is between you.

It can also be used to highlight any areas of concern, as well as any opportunities to sell more of your services.

The matrix should be easy to refer back to, for those times when you need to remind yourself which clients is becoming a big drain on your resources. And who you need to be firmer with when it comes to paying for your services on time.

Suggested Sections to Cover in Your Profitability Matrix

We’ve come up a few suggestions and headings for you to consider for your own profitability matrix.

Service Uptake

The service uptake section tells you about the products each client subscribes to, including any bespoke services, licences or sites your look after.

You should consider asking:

Which of your service products or packages do they currently subscribe to?What’s the monthly revenue you get from this customer?How likely and open are they to purchasing more of your services?Service Consumption

The service consumption section is about how much of your resources your client takes up. Are they fairly easy to manage as a client? Or do they take up a lot of your time?

How often do they log service request tickets?What’s the approximate average monthly cost of those tickets?How many of those tickets are preventable?Stability of Relationship

This section covers anything to do with how responsive the client is when paying their bills, in their communications in general and whether there’s likely to be any pushback on your new year pricing.

How regularly are they paying their bills?Is there ever any pushback when it comes to your pricing?What’s the longest term they’re locked in for?Security Awareness

With security being such an important part of all managed services, how security savvy is your client? Are they compliant with any frameworks, privacy or cyber insurance requirements?

How close are they to meeting framework standards?How seriously do they take cybersecurity?What’s the risk of shadow IT?

You can be as detailed as you like with the information you capture as part of your matrix. Or if you just want to keep very broad indicators for convenience, that’s up to you.

A Profitability Matrix Alongside Other Tools

The profitability matrix is just one tool you can use to keep on top of your profitability.

If you use a PSA tool, this will help you track your costs for tickets, licences and engineer time.

Part of your customer relationship management (CRM) database should record some useful details too.

For example, when a client is looking to open a new office, future modernisation plans, or if they’re planning to downsize in future. All of this could affect your bottom line if you don’t keep a close watch on it.

Do You Keep a Similar Matrix for Your Business?

We’d love to hear if you keep a similar profitability matrix for your business.

What works for you? Is there some metric or data we’ve missed that you’ve found particularly useful?

Please let us know in the comments.

You Might Also Be Interested InHow to Measure Profitability to Make MSP Businesses More RobustTubbTalk Bonusode: How One MSP Expert Overcame Imposter Syndrome For International SuccessThe MSP Opportunity in Up-Serving and Cross-Selling

The post Client Profitability Matrix: The Essential Data You Need To Capture appeared first on Tubblog: The Hub for MSPs.

TubbTalk 151: How to Uncover Cutting Edge Cybersecurity Solutions for MSPs

Angus Shaw is the sales director of Brigantia, a UK-based, value-added cybersecurity distributor. Part of the management buyout team that acquired Brigantia in 2016, and he’s played a pivotal role in establishing Brigantia as a top name in the UK cybersecurity space.

An Interview With Angus ShawCybersecurity Changes MSPs Should be Aware of

For him, Angus says the biggest change is that the government is working to raise awareness of Cyber Essentials. And that means no matter what your position in the channel, you have a responsibility to educate SMBs on cybersecurity.

“There’s a lot more news coverage about cyber scams. So we need to make sure our end users understand the risks. That might be via paid adverts, or a quick chat with someone who’s left their laptop unlocked on a train.

“Because the attackers aren’t going away. And AI is only going to make it worse. So the responsibility we have as experts is something I feel strongly about and try to live every day.”

How Brigantia Find the Right Cybersecurity Vendors for MSPs

As Brigantia build a reputation for introducing smaller vendors to the UK market, they find cybersecurity vendors approach them all the time. But Angus explains that while there are plenty of companies to choose from, they keep their portfolio limited to prevent conflicts.

“So we have a vendor for each specific cyber concern or MSP need. But there are some layers we don’t have a vendor for. And that’s either because we haven’t found the right business, or it’s not commercially viable.

“But we want to commit 100% to each vendor we work with, so we’re selective. We pick the right person for patching, security awareness and so on. That way we can match up the right vendor to the MSP.

Understanding the Master MSP Model

The master MSP is what we would call outsourcing and strategic alliance partnerships in the UK. Angus explains that Brigantia’s involvement in promoting the master MSP model came from bringing US-based cybersecurity awareness training company KnowBe4 to the UK.

“They hadn’t focused on awareness training 100% at that time. But we explained the opportunity, because it was still a relatively new offering for MSPs. So we helped them to offer the solution to MSP clients on a monthly billing basis.

“Although they did incredibly well, we soon realised that the product wasn’t being used enough, because it was just too big. The MSPs didn’t have the time to manage it or learn how to use the tool. So we launched an outsourced MSP to manage it all. It’s gone from strength to strength, and we’re hoping to replicate that for other vendors too.”

Angus’ Advice to MSPs who Want to do Cybersecurity Themselves

While it’s tempting to want to keep everything in-house and provide all your services yourself, that’s not a very good idea. Angus explains: “Take a step back and ask if you’re really delivering the best possible service to your clients.

“Sometimes an MSP needs to lose a client before they realise that they’re not doing the best job. So be honest and ask yourself what could you do better? If cybersecurity isn’t your area of expertise, then outsource it to someone who IS an expert.

“Because the reality is, you won’t grow your MSP the way you want otherwise. You’ll end up being acquired or lose out to competitors who are more streamlined and efficient than you are. Outsourcing is how they do it, and you should too.”

How to Stand out From the Crowd

At Brigantia, consistency is essential. Angus explains that they have a very simple approach to customer service that works well for them: “If the phone rings, you answer it. And we make sure wherever possible that the caller speaks to the same person each time.

“It sounds obvious, but so many competitors don’t. Their clients don’t get consistency on deliverability and they don’t get a designated account manager. So we provide that, and it really builds trust.

“Our vision is to be the leading trusted cybersecurity distributor to MSPs. And customer service and building relationships is key to that. We sign more new partners every day, and they sign on with more vendors. So that approach works for us.”

How Brigantia Uses Cybersecurity to Differentiate from Old-School Distributors

‘Old-school’ distributors have been successful, but their MSP clients sometimes suffer, says Angus. “For example, a very small MSP we met lost a deal because of the way their distributor behaved. It was terrible to hear the consequences on his business.

“We want Brigantia to be everything those distributors are not. For instance, we do that with the phone calls. And we differentiate ourselves from the bigger distributors who have a breadth of service. We add value with our deep knowledge of critical services like cybersecurity.

“Traditional distributors don’t add enough value to their clients. We work to give tangible benefits to both the vendors and the MSPs. And of course, those old-school distributors will struggle as hardware is less in demand. Things will only get harder for them.”

How to Connect With Angus ShawBrigantiaFollow Brigantia on LinkedInSubscribe to Brigantia’s channel on YouTubeemail AngusConnect with Angus on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeCybersecurity accreditation: Cyber EssentialsUnified cybersecurity platform: HeimdalCybersecurity awareness training: KnowBe4Dark web monitoring: TrillionBrowser-based cybersecurity: IslandAI-powered browser security: ConcealMSP growth hub: ITE Growth ForumEuropean channel experts: IT Europa365 security monitoring: OctigaPax8Technology reseller: GiacomMSP event organiser: The Network GroupDMARC email security: SendmarcPassword manager: KeeperMSP peer group: The Tech TribeYou Might Also be Interested inPodcast: How do Criminals Think? Cybersecurity for MSPsIn-House or Outsourced Cybersecurity: What’s Best for MSPs?Podcast: Why the Fastest-Growing MSPs are Using the Master MSP Model

The post TubbTalk 151: How to Uncover Cutting Edge Cybersecurity Solutions for MSPs appeared first on Tubblog: The Hub for MSPs.

[151]: How to Uncover Cutting Edge Cybersecurity Solutions for MSPs

Angus Shaw is the sales director of Brigantia, a UK-based, value-added cybersecurity distributor. Part of the management buyout team that acquired Brigantia in 2016, and he’s played a pivotal role in establishing Brigantia as a top name in the UK cybersecurity space.

An Interview With Angus ShawCybersecurity Changes MSPs Should be Aware of

For him, Angus says the biggest change is that the government is working to raise awareness of Cyber Essentials. And that means no matter what your position in the channel, you have a responsibility to educate SMBs on cybersecurity.

“There’s a lot more news coverage about cyber scams. So we need to make sure our end users understand the risks. That might be via paid adverts, or a quick chat with someone who’s left their laptop unlocked on a train.

“Because the attackers aren’t going away. And AI is only going to make it worse. So the responsibility we have as experts is something I feel strongly about and try to live every day.”

How Brigantia Find the Right Cybersecurity Vendors for MSPs

As Brigantia build a reputation for introducing smaller vendors to the UK market, they find cybersecurity vendors approach them all the time. But Angus explains that while there are plenty of companies to choose from, they keep their portfolio limited to prevent conflicts.

“So we have a vendor for each specific cyber concern or MSP need. But there are some layers we don’t have a vendor for. And that’s either because we haven’t found the right business, or it’s not commercially viable.

“But we want to commit 100% to each vendor we work with, so we’re selective. We pick the right person for patching, security awareness and so on. That way we can match up the right vendor to the MSP.

Understanding the Master MSP Model

The master MSP is what we would call outsourcing and strategic alliance partnerships in the UK. Angus explains that Brigantia’s involvement in promoting the master MSP model came from bringing US-based cybersecurity awareness training company KnowBe4 to the UK.

“They hadn’t focused on awareness training 100% at that time. But we explained the opportunity, because it was still a relatively new offering for MSPs. So we helped them to offer the solution to MSP clients on a monthly billing basis.

“Although they did incredibly well, we soon realised that the product wasn’t being used enough, because it was just too big. The MSPs didn’t have the time to manage it or learn how to use the tool. So we launched an outsourced MSP to manage it all. It’s gone from strength to strength, and we’re hoping to replicate that for other vendors too.”

Angus’ Advice to MSPs who Want to do Cybersecurity Themselves

While it’s tempting to want to keep everything in-house and provide all your services yourself, that’s not a very good idea. Angus explains: “Take a step back and ask if you’re really delivering the best possible service to your clients.

“Sometimes an MSP needs to lose a client before they realise that they’re not doing the best job. So be honest and ask yourself what could you do better? If cybersecurity isn’t your area of expertise, then outsource it to someone who IS an expert.

“Because the reality is, you won’t grow your MSP the way you want otherwise. You’ll end up being acquired or lose out to competitors who are more streamlined and efficient than you are. Outsourcing is how they do it, and you should too.”

How to Stand out From the Crowd

At Brigantia, consistency is essential. Angus explains that they have a very simple approach to customer service that works well for them: “If the phone rings, you answer it. And we make sure wherever possible that the caller speaks to the same person each time.

“It sounds obvious, but so many competitors don’t. Their clients don’t get consistency on deliverability and they don’t get a designated account manager. So we provide that, and it really builds trust.

“Our vision is to be the leading trusted cybersecurity distributor to MSPs. And customer service and building relationships is key to that. We sign more new partners every day, and they sign on with more vendors. So that approach works for us.”

How Brigantia Uses Cybersecurity to Differentiate from Old-School Distributors

‘Old-school’ distributors have been successful, but their MSP clients sometimes suffer, says Angus. “For example, a very small MSP we met lost a deal because of the way their distributor behaved. It was terrible to hear the consequences on his business.

“We want Brigantia to be everything those distributors are not. For instance, we do that with the phone calls. And we differentiate ourselves from the bigger distributors who have a breadth of service. We add value with our deep knowledge of critical services like cybersecurity.

“Traditional distributors don’t add enough value to their clients. We work to give tangible benefits to both the vendors and the MSPs. And of course, those old-school distributors will struggle as hardware is less in demand. Things will only get harder for them.”

How to Connect With Angus ShawBrigantiaFollow Brigantia on LinkedInSubscribe to Brigantia’s channel on YouTubeemail AngusConnect with Angus on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeCybersecurity accreditation: Cyber EssentialsUnified cybersecurity platform: HeimdalCybersecurity awareness training: KnowBe4Dark web monitoring: TrillionBrowser-based cybersecurity: IslandAI-powered browser security: ConcealMSP growth hub: ITE Growth ForumEuropean channel experts: IT Europa365 security monitoring: OctigaPax8Technology reseller: GiacomMSP event organiser: The Network GroupDMARC email security: SendmarcPassword manager: KeeperMSP peer group: The Tech TribeYou Might Also be Interested inPodcast: How do Criminals Think? Cybersecurity for MSPsIn-House or Outsourced Cybersecurity: What’s Best for MSPs?Podcast: Why the Fastest-Growing MSPs are Using the Master MSP Model

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