Richard Tubb's Blog, page 29
September 4, 2023
TubbTalk Bonusode: Why Should MSPs Outsource Their Helpdesk for Business Growth?
In this special bonus TubbTalk episode, I talk to Bradley Munday and Jason Kemsley, co-founders of 
Uptime Solutions, to learn more about their impending merger with Inbay.
Uptime Solutions is a white-label outsourcing platform, offering specialist support to MSPs for NOC, SOC and helpdesk. Likewise, Inbay provides outsourced support, with project help and dedicated tech expertise.
An Interview with Jason Kemsley and Bradley MundayWatch the Interview HereHow the Merger Came AboutUptime Solutions and Inbay have announced a merger, but how that’s come about may not be apparent. Jason explained that in 2022, several of Inbay’s leadership team moved on to new roles.
“We realised that we have a complementary set of products here, and there would be no issues with deciding on the leadership team, which usually happens with M&As (mergers and acquisitions).
“And the more we thought about it, the more we saw it as a perfect fit. We both support MSPs to outsource more. But we’re light on sales and marketing, whereas Inbay have a dedicated team. And then it also doubles our outsource development team too.”
The Outsource Solutions Inbay OfferFor MSPs looking to outsource, Inbay offer 24/7 NOC (Network Operation Centre) monitoring with a dedicated, full-time tech team, so there’s no need for MSPs to recruit staff.
They also offer an RMM (remote monitoring and management) audit, so they can make script recommendations and implement the changes too. Inbay also offer project support, as well as the option to outsource helpdesk, which aligns with Uptime’s current solution.
How Uptime are Sharing Their News with the MSP Community
Jason explains that the merger means that both Uptime Solutions and Inbay will be able to deliver more support than before to any MSPs looking to outsource. “Sometimes I’ve missed out on an event because I’m working on a project, so now we’ll have a big team to do that for me.
“Both Brad and I are keen to amplify our giving back to the community, and the merger will free up our time. We want to make ourselves as available as possible for our customers at this time.”
Jason adds that they’ve both cleared their diaries for the first three days to answer any questions. He will be on Reddit and The Tech Tribe as well, as the news breaks, so any queries can be addressed quickly. And of course, he’ll be at lots of events where he’ll be happy to chat to any MSPs.
Why More MSPs Should OutsourceSome MSPs say that attempts to outsource work haven’t been successful. I believe there are two reasons for that, Jason says. Firstly, they haven’t had enough trust in the business they’ve outsourced to. Secondly, their goals haven’t aligned.
“I talked to someone the other day who’d outsourced to another MSP. And when they got busy, they dropped the ball on the client’s work. We’re confident that we build the trust in our client relationships.
“But more importantly, many MSPs over the years have said they’d love to work with us, but we don’t have the right mix of services for them. Hopefully, the merger with Inbay means we have the perfect product suite. Wherever possible, I like to have a chat with a company, and if we’re still not right, I’ll say so.”
What the Merger of Outsource Experts Means for the Wider IndustryThe role of the MSP has got much busier in recent years, and that’s only going to increase, say Brad and Jason. As more and more clients invest in tech, MSPs’ responsibilities will increase.
Jason explains: “It’s important to have someone customer-facing at the helm, and a lot of vendors don’t have that. And we both believe that transparency and integrity are going to become more essential than ever.
“But really, what today’s MSPs need are options. For instance, maybe they outsource to us for helpdesk. Then they want more tech support, so they have to choose another vendor. If they don’t work out, you still have a good relationship with your account manager.
“And so having options, I think is the most powerful thing that MSPs can have, as we move forward into next five years. And if I may say so, having it with a business that’s built some credibility and some integrity just makes it a little bit better.”
Why This Merger Will Succeed When Others Have FailedOften, mergers and acquisitions are motivated by money. Almost anyone in the IT space will be familiar with a big M&A that took place a year or so ago that didn’t go well.
“And I think that tends to happen when there are investors involved,” explains Brad. “But our transaction doesn’t have investors. There’s nobody waiting for a return on their investment.”
“What I love about this is we’ve done this without investors so we’ve got nobody to answer to. So the values that we’ve built and committed to over the years can continue.”
Jason adds: “The key for me is continuity. Normally what happens following an M&A is that a lot of the ‘A players’ slowly start to disappear. But I know that the Uptime leadership will remain at the head, to continue to do what we’ve done for the last decade. For better or worse.”
How to Connect With Brad and JasonConnect with Bradley Munday on LinkedInEmail BradleyConnect with Jason Kemsley on LinkedInEmail JasonFollow Uptime Solutions on TwitterCall Uptime Solutions: +44 2037647688Book a chat with Brad or JasonHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeUptime SolutionsInbayUptime Solutions’ podcast: Progressive MindsetRichard’s appearance on the Uptime Solutions podcastThe Tech TribeCompTIACompTIA ChannelConTubbTalk episode 78TubbTalk episode 82TubbTalk episode 89Reddit MSP subredditYou Might Also be Interested inHow to Grow Your Business with a Virtual AssistantWhy do IT Outsourcers not Outsource More?How to Find a Virtual Assistant for Your BusinessThe post TubbTalk Bonusode: Why Should MSPs Outsource Their Helpdesk for Business Growth? appeared first on Tubblog: The Hub for MSPs.
August 28, 2023
Powerful Books that Inspire: Top Picks for Entrepreneurs on Book Lover’s Day
When you’re in business for yourself, it can be difficult to fit in some reading time for personal development. Especially with all of those other things that can grab your attention day-to-day. However, National Book Lover’s Day reminds us to value the power of reading books.
By reading books, we can learn more about how to be better in our lives, and how to be better in our businesses. We shouldn’t be dismissing reading as a waste of our time, when it should be seen as an investment in ourselves instead.
Any reading that helps with our understanding of people, processes, growth, collaboration, productivity and time management is of significant value to business owners like us.
For Book Lovers Day, on the 9th August, Team Tubb selected their favourite book around the theme of self-development.
In this article, we’ve collated our choices for you to refer to when you’re looking for a good book to read in future.
National Book Lover’s Day is a day that celebrates the joy of reading and the power of books, and it occurs on the 9th August.
Readers are encouraged to share their favourite books on social media, or try a new genre of book and get reading. Reading at home, on public transport or in libraries, coffee shops and bookstores is encouraged to celebrate this popular pastime.
It’s not just physical books either. Audiobooks and digital reader apps are a brilliant way to digest books and other written content, if that’s what you prefer.
However or wherever you consume the written word, the value you get from a good tome is worth the effort if you choose a good book. So with that in mind, here at Team Tubb, we’ve each selected one of our favourites to help inspire you.
Read on for our recommendations of inspiring books for Book Lover’s Day!
The Go-Giver by Bob Burg John David Mann
The Go-Giver is described as a business parable that demonstrates that you get more back when you give more to others. The story follows an ambitious young man called Joe who receives advice from an enigmatic stranger called Pindar who introduced Joe to the Five Laws of Stratospheric Success.
Over the course of the story, Joe comes to realise the value in these lessons he’s being taught. Meeting people each day whose lives have been transformed into success by embracing these laws.
It’s a great read and it will reveal the power behind creating powerful relationships when you add value, over and above, with other people.
Richard Tubb chose this as his favourite book for Book Lover’s Day, saying: “Your true worth is determined by how much more you give in value than you take in payment”
Another one that fits the category of business parable is Take Your Shot by Robin Waite. In this book, we follow the story of golf professional turned golfing coach, Russ Hibbert. At the beginning of the story we see Russ working hard but seemingly getting nowhere, that is until he meets a professional business coach called David.
David teaches Russ how to package his services as a product, with a guaranteed outcome. In doing this, Russ is able to market his services to the right kind of customer, at a higher price and become less of a busy fool in his business.
The book is a short and easy read, but it contains a lot of useful marketing tips for businesses owners.
MSP Community Manager, Stephen McCormick chose this as his favourite book for Book Lover’s Day. He said: “A parable that teaches you to be less busy in your business, by framing what you do into products and services, with clear and confident outcomes. One for any small business owner struggling with striking the right balance between what they should charge for what they do and not working too hard.”
You can get your copy of Take Your Shot on Amazon!
This is a story about an Andalusian shepherd who follows the visions in his dream in search of treasure. Along the way, he encounters many people who teach him the power of manifest destiny. That if you really want something to happen, the universe will conspire to make your biggest wishes come true.
The story sees the boy encounter and overcome many challenges, many of which require some form of self-transformation to accomplish. There’s a lesson for everyone in there about not giving up, staying the course and sometimes thinking ‘outside the box’ to achieve our goals.
The story was originally written in Portuguese and published in 1988, before an English translation was published in 1993.
Studio Manager Lara Johnson chose this book as her favourite. She says: “This book teaches you to believe in yourself and all that you are. Know that there is something inside you that is greater than any obstacle.”
The Alchemist is available on Amazon now.
If you long to be creative or want to work in a creative industry, but you’re concerned by a lack of inspiration or creative block, then this book is for you.
Elizabeth Gilbert shares her wisdom in looking at the creative process in a different way. It’s not a series of roadblocks to get over.
Through witty anecdotes, lessons and advice, this book dares us into a nebulous world of wonder and creativity. Fears around getting started, meeting failure, burnout and even finding success are all a part of a oddly comforting journey.
Elizabeth writes warm, funny and friendly prose, and yet still manages to be insightful, reflective and full of practical wisdom.
Big Magic was the choice for our Executive Assistant, Kareena Barat. She said: “You can measure your worth by your dedication to your path, not by your successes or failures.”
Big Magic: Creative Living Beyond Fear is available on Amazon.
The Well-Fed Writer is a guide on how to become a financially successful freelance commercial writer. Freelance commercial writers, also known as copywriters, are in high demand by businesses marketing themselves online.
Now in its third edition, author Peter Bowerman believes that it’s still a great time to become a freelancing writer. It’s possible to draw on your past experience in virtually any field to become a sort-after copy writing and earn an modest living.
Our Podcast and Content Manager, Gudrun Lauret said of the Well-Fed Writer: “Amidst career doubts, I dreamt of copywriting. Bowerman’s wisdom on ‘financial self-sufficiency’ was my guiding light!”
Get The Well-Fed Writer on Amazon today!
Roger Corman is a Hollywood movie director and producer famous for making films, mainly in the western and horror genres.
His prolific career allowed him to work with many interesting characters, and future directorial stars. While his movies, often made with challenging movie budgets, received cult status all over the world.
Filled with interesting and funny anecdotes, this book shows us a in-depth look at one of Hollywood’s favourite raconteurs. From these stories, we can see Roger’s creative process, how he managed with tight budgets, and the rules he had to break getting his films made.
This book was the choice of our Content Marketing Strategist, Pascal Fintoni, who said: “It’s an inspiring true tale of Hollywood: breaking rules and achieving big goals on any budget!”
Get Roger Corman’s autobiography on Amazon now.
At Team Tubb, we believe it’s important to read for our self-development. National Book Lover’s Day reminds us to take the time to read more and celebrate those books that have inspired us.
Reading is a relaxing hobby when we turn all other distractions off. However, it can also be an opportunity to learn and improve ourselves too.
We hope that by sharing the things that we’re reading, we can hopefully inspire others to read too.
If you need further reading inspiration, check out our Recommended Books for MSPs.
What is your favourite inspirational book, and how has it helped you? Please let us know your bookshelf favourites in the comments. We’re always looking out for something new to pick up and read.
The post Powerful Books that Inspire: Top Picks for Entrepreneurs on Book Lover’s Day appeared first on Tubblog: The Hub for MSPs.
August 15, 2023
Webinar: 3 Ways to Unleash MSP Success by Increasing Efficiency and Profitability
In the webinar: Unleash MSP Success, cybersecurity experts Barracuda MSP covered ways to increase efficiencies within your MSP, to make it more profitable.
Demonstrating the importance of choosing the right vendors to work with, while offering services to help you sell and market your business.
Speaker Ken Bartlett, Sales Engineer Manager at Barracuda MSP demonstrated how consolidating your vendors and leveraging better security solutions can be more attractive to clients, and less expensive than trying to do it all in-house.
In this webinar, Barracuda MSP’s Ken Bartlett broke down how MSPs can improve their service offerings in three ways:
Vendor ConsolidationImprove effectiveness, reducing operational costsIntegrate & AutomateTo kick things off, Ken took a straw poll to ask the audience how many vendors they were currently working with in their business.
The results showed that 60% were working with between 11-20 vendors.
Vendor partnerships allow you to deliver your services cheaper and with greater expertise.
However, the more vendor partnerships you have in your MSP business, the more complex they are to manage. If you’re working with lots of vendors it can become very expensive to integrate them all together too.
Vendor consolidation offers a number of benefits.
By reducing the number of vendors that support your stack, you can:
Minimise compatibility issuesImprove response timesReduce overheadsStreamline your operationsSee increased volume benefitsBeing selective about which vendors you choose to work with comes down to how good a fit they are for your business.
Therefore it’s wise to look for Vendors who:
Have a comprehensive MSP-focused portfolioUnderstand and work with your business modelOffer partner sales and marketing support – not just operations supportThe goal is to leverage the fewest possible number of vendors that can help you grow your business and protect your customers’ entire digital footprint.
According to Ken, when it comes to cybersecurity for MSPs, you should be looking for protection across the common attack surfaces.
The common surfaces are:
UsersEndpointMicrosoft 365/Google WorkspaceNetworksApplicationsDataWith efficient service delivery and provisioning capabilities.
When it comes to security vendors, MSP partners are seeking for ease of ordering, ease of deployment and an ease of management. Simplifying their back-end systems in order to have a simplistic and elegant approach when it comes to delivering services to their clients.
Vendor Sales and Marketing Support to Unleash MSP SuccessAs well as referrals and selling services to existing clients, Barracuda have listened to the MSPs that attend their partner events over the struggles they have with Sales and Marketing to new clients.
As a result of this, Barracuda now provide:
Free Sales Call Preparation and Proposal SupportQuarter Business Review (QBR) and Product RoadmapsEmail and Social Media Templates for Marketing CampaignsAdditional Re-brandable Marketing MaterialsEvent SupportBarracuda Security PortfolioThe security offering that Barracuda offers covers a lot of ground. From the cloud security of Microsoft 365 applications, to general firewall and perimeter access, to endpoint management, user training and data protection.
These tools are available through a flexible consumption approach. This means that can be deployed in whatever capacity suits your client’s needs.
There are a bunch of tools available to help sell these security services, such as an email threat scanner and a vulnerability manager to help clients see the value of what you’re providing as their MSP.
Ken went onto explain three of these sales tools in a bit more detail.
Email Threat ScannerVulnerability ManagerSite Security ScannerThe Email Threat Scanner does a thorough threat scan across all of a customer’s Microsoft 365 email inboxes. It determines any high-risk users, and it showcases any domains that are at risk of spoofing.
The scanner will also provide an in-depth view of any threats that have got through your existing security system.
The Vulnerability Manager provides a scan of websites and applications to find any application security flaws. The report gives information on threats, and provides a risk level assessment with talking points and items for action.
The Site Security Scanner employs a real-time security scan of your network to spot vulnerabilities in patching, antivirus, network security and user passwords.
All of these tools allow you to start a conversation with existing and potential future customers. By showing them where their current vulnerabilities are, you have the opportunity to show how your offering can help make them more secure. That’s another way to unleash MSP success!
When it comes it in-house services you have to leave the ‘do it yourself’ mentality behind.
The goal is to be able to deliver 24×7 security at scale. Doing it all in-house requires a lot of capital and infrastructure. But even then, hiring the right people when there’s a skill shortage can make this all extremely costly.
As an estimate, if you’re looking after around 10k endpoints in-house, the staff and infrastructure required can cost up to approximately $4.5m a year.
Then there’s the cost of scaling-up when you win new clients.
Security-as-a-Service with BarracudaBarracuda can offer these services as a vendor partner at a much more scalable level.
XDR/Security Operations Centre (SOC) – Barracuda XDRNetwork Operations Centre (NOC) – Barracuda RMM NOCHelp Desk – Barracuda RMM Help DeskSecurity Awareness Training – Barracuda Managed Security Awareness Training
To get the best out of a technology partner, MSPs should look for vendors who streamline activities between platforms, solutions and billing.
Vendors who offer PSA integration in order to make your life as service providers easier to manage, easier to buy from and easier to deploy.
Find a trusted technology partner running multiple integrated solutions and multi-layered security. Offering additional external integrations, making it easier to deploy a better fit for your clients.
Moving ForwardTo increase profitability, Ken has observed a lot of MSPs swapping out lower margin services for higher margin services. Using the ‘land and expand’ model, and starting with unique differentiating services like Extended Detection and Response (XDR) and Endpoint Detection and Response (EDR). These solutions are traditionally more efficient too. By demonstrating the value of these tools over the more basic services such as antivirus and firewall, you’re showing that it’s not just a flashy new tool, and it will provide better protection for your client’s business.
Next steps:
Evaluate your existing processes and partnershipsIdentify areas where you can improve efficienciesTry one of Barracuda MSPs free sales tools to see how it can lead to sales conversations
At the end of the webinar, there was time for a couple of questions from the audience.
Q: How does one become an MSP partner?
A: You just have to have purchased a Barracuda product and be qualified in the terms & conditions. There’s no minimum spend, and it includes any proof of concept or trial periods as well.
Q: How can we learn more about how MSPs can leverage Barracuda and help them gain efficiency?
A: You can read the case studies of how Barracuda has helped to transform their partner’s businesses on their website. There are dozens of case studies listed here from a range of diverse businesses.
You can read the partner stories here.
For MSPs that have a lot of vendor partners, it’s wise to see if you can improve your efficiency and profitability by incorporating a consolidated vendor approach. Particularly if you’re finding a lot of support calls occurring due to integration issues.
As long as you’re providing value and covering the common attack surfaces of your clients businesses, you can justify the intent to consolidate.
A good vendor partner that will support you in your sales and marketing endeavours is a smart bonus.
Have you made a successful move to consolidate vendor partners in the past? Did this work out much better for you in terms of profitability? Or did it cause some upset with your clients? We would love to hear about it in the comments.
The post Webinar: 3 Ways to Unleash MSP Success by Increasing Efficiency and Profitability appeared first on Tubblog: The Hub for MSPs.
August 8, 2023
Tubbservatory Round-Up #19 – July 2023
Every week, Richard highlights five essential resources that Managed Service Provider (MSP) business owners should pay attention to in the IT industry. The Tubbservatory is a weekly video broadcast that presents valuable articles, podcasts, and events curated specifically for IT business owners. Tubbservatory Round-Up #19 – July 2023 is a compilation of all the Tubbservatory episodes aired throughout July.
And, it’s all edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.
This month’s topics include: Tool Stack, Security, Data Portability, PSA Integrations, AI, gadgets and much more!
Tubbservatory Round-Up #19: July – Week 1#1 What’s in your MSP toolbox?
What’s in your MSP toolbox?
With so many services and so many tools available to MSPs, where do you start and what do you choose to add to your tool stack?
That’s the question that SuperOps.ai addresses in their latest eBook, in this extensive guide on MSP (managed service provider) tools.
Whether you’re just starting out in Managed Services, or need a reminder on the options, this is a great resource to check out.
#2 The MSP’s guide to services pricingHow should you price your MSP services? The MSP’s guide to services pricing is an excellent article for Clive Longbottom for SmarterMSP.
Longbottom suggests three top tips:-
Creating a competitive service package at the base levelYou can place more customers into shared platformsMake security your differentiatorCheck out the article for the full guide.
#3 Profusion and Pinsent Masons LLP launch ‘The Good Data Guide’Talking of guides, data consultancy Profusion and Pinsent Masons LLP recently launched ‘The Good Data Guide’.
‘The Good Data Guide’ provides a data ethics framework and comes as research reveals 83% of business leaders feel morally uncomfortable about how their company uses data, reports Penny Horwood of Computing Magazine.
#4 Private Equity Doesn’t Have to Ruin Our IndustryPrivate Equity Doesn’t Have to Ruin Our Industry, writes MSP Legend Karl Palachuk in his latest article.
Data Portability is something Palachuk suggests could be the solution to aggressive PE investment — giving MSPs the opportunity to easily move between providers.
I applaud this suggestion and would suggest MSPs check out Palachuk’s article for the full details.
#5 Build the ImpossibleAnd finally, I’ll be headed to Las Vegas between August 1st-3rd 23 for the annual CompTIA ChannelCon event.
I’ll be a panellist on the session “Triumph Over Adversity: Inspiring Stories of Overcoming Life’s Challenges”, and if you’re attending ChannelCon — I want to hear from you!
Leave a comment below so we can say hello in Las Vegas.
#1 Emerging Threats and Cybersecurity Trends for Summer 2023
What are the emerging threats and cybersecurity trends for Summer 2023?
That’s what cybersecurity expert, Alex Dangel of Barracuda MSP outlines in this video.
Data gathered from Barracuda’s XDR platform and 24/7 Security Operations Center illustrates 1-in-5 cyberthreats detected between June and the end of September 2022 were classified as higher risk, compared to just 1-in-80 in January.
Check out this video for Dangel’s advice on how you can strengthen your security offering while lightening your load
#2 Introducing DataShur Pro-CTalking of Cybersecurity, how many stories have we heard of people losing important data on USB sticks?
Well, a gadget that caught my eye is the new iStorage DataShur Pro-C.
This is a PIN authenticated, hardware encrypted, USB Type-C flash drive — and without entering the correct PIN, the drive doesn’t work.
Backed by centralised management features and hardware encryption, this USB flash drive could prove a hit with MSPs.
#3 Sell More, Do Less By Danny BoyleMost MSPs struggle with sales, so this new book from will be of interest to you.
Sell More, Do Less: An MSP & IT Specialist’s Guide to Better Sales Calls by Danny Boyle is a guide filled with proven strategies and tips to build stronger relationships with your customers, communicate more effectively, and differentiate yourself from the competition.
I was honoured to write the foreword for this new book, and I highly recommend it.
#4 Customer Experience — A Differentiator for MSPs in an Overcrowded MarketA Podcast that caught my ear is Justin Esgar of Virtua Computers talking about delighting client’s on the SuperOps.ai SuperPod.
Customer experience is a differentiator for MSPs in an overcrowded market, says Esgar.
This is an episode to listen to!
#5 I’m Done with TwitterAnd finally, with Twitter in turmoil since Elon Musk’s acquisition, this past week Meta released their Twitter-like platform, Threads.
People are leaving Twitter in droves, including MSP Legend Karl Palachuk, who explains his reasons in this article.
It’ll be interesting to see what impact Facebook’s new social media platform has on the marketplace.
#1 CompTIA’s New Cybersecurity Trustmark and ISAO | Acronis CyberFit Summit
That man James Steel is back with his latest video on the Akamai Linode YouTube channel.
In this video, James looks at Akamai’s New Dev Community, WordPress Load Testing, The Great Cloud Reset and More.
Steel has been on fire with his videos of late, so I’d highly recommend watching and subscribing for progressive MSP goodness!
#2 20 Habits Good Leaders Will Want To StopWhether we recognise it or not our behaviours change constantly, often in a very subtle way over a period of time.
However, sometimes negative behaviours can become embedded without us realising it, becoming bad habits which can be difficult to shift.
Tribero have shared 20 Habits Good Leaders Will Want To Stop as both an infographic and video, and I’d encourage all MSPs to check out their insights.
#3 Nordic Business ForumAnd talking of leadership, Damien Harrison of Bondgate IT recommended the Nordic Business Forum YouTube channel to me as a source of great leadership advice.
These videos are bite-sized, typically 10 mins or so in length, and feature some amazing speakers sharing wisdom that will help every IT business.
Thanks for the recommendation, Damien!
A Podcast that caught my ear was episode 191 of Paul Green’s MSP Marketing Podcast.
Paul discusses a simple trick that increases sales for MSPs, plus speaks with Craig Andrews, Founder and Principal Ally at allies4me on how relationship-building and creating mutual trust early in the sales cycle can improve your conversions and increase sales.
This is an episode worth seeking out!
#5 The Tech Tribe Local Meetups
And finally, if you’ve not attended a Tech Tribe Local Meetup, then you’re missing out!
Here in the UK, there are Tech Tribe groups meeting all over the country, and there are groups popping up in Europe, the USA, Canada, South Africa and further afield.
Meetings are open to anyone from the Managed Services industry, including vendors, and attendance is free thanks to sponsorship from Pax8 — so what are you waiting for?
Pax8 have made quite the impact since launching their cloud marketplace in Europe, and have quickly become the leading modern distributor for MSPs.
But if you’re not already a Pax8 partner, you might be wondering what all the fuss is about!
The Pax8 Virtual Launch Briefing takes on 24th August between 3-4.30pm. The briefing is an event for MSPs to see what Pax8 is all about without any commitment.
Registration is now open.
#2 Announcing SecurityRadar
– Data-Driven Security Insights for Proactive and Personalized Customer Sales EngagementWith cybersecurity being front of mind for every MSP, a video that caught my eye is the new workshop on the top M365 security needs from SkyKick.
SkyKick have recently launched their SecurityRadar. Data-driven security insights for proactive and personalized client sales engagement.
Lee Ramse and Michael Leison of SkyKick offer tips and tricks in this workshop on M365 security needs that are crucial to your client’s.
This video is now available on demand.
#3 22 Types of Content You Should Create to Reach Your Audience [Infographic]Talking of client engagement, an infographic that caught my eye is the 22 Types of Content You Should Create to Reach Your Audience from Giraffe Social Media via Social Media Today.
It covers the four stages of a buyers journey, including:
AwarenessConsiderationDecisionRetention#4 The Complete White Label IT Support Solution for MSPsOne of the most common questions I’m asked by MSPs is around outsourcing their Network Operations Centre (NOC), Helpdesk, or Security Operations Centre (SOC).
If you’re considering outsourcing, then I highly recommend taking a look at Uptime Solutions.
Uptime are based in the UK, with a presence in New Zealand and North America, giving them global coverage.
Uptime have built an incredible reputation for superb onboarding and ongoing support, so are definitely one to watch.
And finally, the huge CompTIA ChannelCon event takes place in Las Vegas on 1st-3rd August.
I’ll be in attendance and doing a panel session at the event, and thanks to our friends at Akamai/Linode, we’ll also be hosting an MSP dinner alongside MSP Legends Karl Palachuk and Erick Simpson!
If you’re in Vegas and would like to join us, leave a comment below and we’ll send you details.
Links to the Resources Mentioned in this Round-Up
From Week 1What’s in your MSP toolbox? The MSP’s guide to services pricingProfusion and Pinsent Masons LLP launch ‘The Good Data Guide’Private Equity Doesn’t Have to Ruin Our IndustryBuilding the ImpossibleMentioned in Week 2Emerging Threats and Cybersecurity Trends for Summer 2023Introducing DataShur Pro-CRecommended Books for MSPsCustomer experience — a differentiator for MSPs in an overcrowded marketI’m Done with TwitterWeek 3CompTIA’s New Cybersecurity Trustmark and ISAO | Acronis CyberFit Summit20 Habits Good Leaders Will Want To StopNordic Business ForumEpisode 191: This simple trick increases sales for MSPsThe Tech Tribe Local MeetupsAnd Week 4Pax8 Launch BriefingAnnouncing SecurityRadar – Data-driven security insights for proactive and personalized customer sales engagement22 Types of Content You Should Create to Reach Your Audience [Infographic]The Complete White Label IT Support Solution for MSPsBuild The Impossible
That concludes the Tubbservatory Round-Up #19!
Have you stumbled upon an extraordinary tool or resource that you think would catch our eye?
Feel free to share it with us in the comment section below. Your input is highly valued and greatly appreciated!
The post Tubbservatory Round-Up #19 – July 2023 appeared first on Tubblog: The Hub for MSPs.
July 31, 2023
How to Keep Smart in Cybersecurity with Your IoT Smart Devices
As we know, the cyber threat landscape has seen the frequency of attacks increase at an alarming rate over the past few years. Cybercrime has become big business, and technological advancements have seen the popularity of smart devices soar.
However, the fast adoption of these smart technologies brings with it some risks, as well as opportunities.
In this article, we take a look at the types of threat that affect Internet of Things (IoT) devices, and what you can do to mitigate the risks.
Greater wireless connectivity opened the door for a number of small innovations designed to make our world easier and more convenient.
Thanks to low-cost computing, the cloud and mobile technology, physical devices can collect and share data with minimal human interaction. Independent, connected devices can record, monitor and adjust their settings according to set parameters or based on other data. They’re sometimes called smart devices.
Some examples of common, everyday smart devices include:
Voice assistantsBaby monitorsThermostatsVideo doorbellsSmart speakersThere are many ways that smart technology interacts with the environment it inhabits. For example, smart speakers react to voice commands. Whereas an air pollution monitor may react to toxins in the air. A smart thermostat may control the temperature of the rooms in your home, and a video doorbell can record movement according to defined parameters.
According to Statista, the market for smart tech in U.S. households is growing by approximately 12% per year. Since 2019, the number of worldwide connected devices has nearly doubled, and looks set to double again by 2030.
There are also industrial applications for IoT too, including technology involved in logistics and supply chains, manufacturing maintenance and safety.
Emerging Trends in Internet of ThingsThere have been some great technological leaps forward through the use of the IoT, and more still to come in the future.
Here are four trends that IoT has helped progress forward:
Edge Computing – this involves data processing on the device itself, rather than just collecting and sending it to the cloud. The advantage of edge computing is that it helps to reduce latency and enhances security. This means it’s generally more secure and can process data on the device and not through the cloud.
Artificial Intelligence and Machine Learning – The data collected by IoT devices requires a level of automation to function without the need for human interaction. This is where AI and machine learning can elevate IoT functionality beyond simple programming. With many IoT devices working in tandem, the possibilities for automation continue to be developed.
Smart Cities – these are modern urban connected spaces that use smart technology to provide a number of benefits. They help councils and governments manage traffic, utilities, waste management and other community services.
Blockchain – Blockchain, sometimes referred to as a Distributed Ledger Technology (DLT), is a peer-to-peer record of assets and transactions. It is a decentralised system where a transaction, once recorded, cannot be undone or tampered with.
For businesses, there are a number of advantages that can be gained from utilising smart technology. However, there are some limitations as well, which you should be aware of before investing in IoT.
Advantages of IoTDue to the large amount of investment in I0T, smart devices are affordable and easy to scale. They allow for increased productivity, safety and flexibility, and sensory devices can retrieve a lot of real-time data that can allow for quick automated responses.
IoT can help with:
Reducing operational costsImproving work safetyImproved customer experienceIncreased efficiencies in supply chainMore business opportunitiesDisadvantages of IoTAs IoT is still a relatively new technology, there is not yet a standardised approach for compatibility. Also, some complex IoT infrastructures can be difficult to manage if changes are required. With a large network of interdependent devices, it can take a high degree of expertise to get the best out of the technology.
Some of the areas for concern are:
Security and privacy concernsReliance of connectivityLack of international standardisationComplex infrastructureHigh skill requirementsAn IoT deployment project can be a difficult undertaking if you’re not prepared for the amount of project work involved. In addition, there are can be complex ongoing support requirements too. However, the benefits are many.
As always, you as the trusted IT partner need to make your client aware of both sides if they decide they want an IoT solution for their business.
An IoT smart device is just another endpoint for your network Remote Monitoring & Management (RMM) tool to monitor.
There is a tendency for smart devices to not have as much built-in security, and so there is definitely a need to think about ways of making them safer and less exposed.
Like any endpoint, there is a risk of malware infections if not properly protected.
A connected device, which is broadcasting data, can be easily disrupted with a Distributed Denial-of-Service (DDoS) attack. Whereas any device that utilises a camera or a microphone can be used for espionage – to spy on your customers to gain an advantage.
Shadow IoTDepending on how the device connects to other devices, there could be a number of ways your smart device may be at risk. Poorly protected Wi-Fi routers may be a perfect backdoor for cyber criminals. Bring Your Own Device (BYOD) has become a popular model for businesses since the pandemic for laptops and smartphones, but this can also apply to IoT devices too.
It’s not just Wi-Fi that’s at risk. The BlueBorne exploit is an example where an unpatched Bluetooth connection can be an easy attack vector for hackers. It’s anticipated that the rollout of 5G may also see development of similar exploits as well.
Software/Hardware Vulnerabilities of IoTAnother area for concern is out-of-date software or firmware on a device. Keeping on top of this requires managing it in your professional services automation (PSA) tool. Failure to do so means leaving your devices open to exploitation.
The other thing to be aware of is the vulnerability of the physical layer of an IoT device. If attackers can access the device directly, they can copy any data, or change the devices programming, which could be very costly for your business.
It might not be immediately obvious how damaging a cyber attack on smart devices can be, so here are some examples to illustrate their effects.
The Mirai BotnetThe Mirai Botnet was an attack that happened in October 2016. The botnet spammed a DDoS attack against, amongst others, Dyn, an internet performance management services provider.
It did this by spreading a virus that would search the internet for IoT devices that used well-known default usernames and passwords.
It resulted in taking down a number of major websites and services, including: Twitter, Netflix and CNN.
The Verkada BreachVerkada, a cloud-based video surveillance service, was hacked in March 2021. It was done as a demonstration to show how prevalent surveillance is.
The hackers gained access to 150,000 video feeds, in hospitals, prisons, banks and mental health institutions. Big corporations, including Tesla and Cloudfare, were also compromised.
It turned out that roughly 100 Verkada employees had ‘super admin’ privileges, which was how the hackers easily accessed the feeds.
The Stuxnet WormProbably one of the most infamous attacks on IoT was discovered in 2010, at a uranium enrichment plant in Natanz, Iran, although the first breach happened almost a year before. The Stuxnet Worm gained access to the centrifuge program logic controllers, allowing the worm’s developers to access privileged information about the uranium gas enrichment process, as well as sabotage it.
It’s believed that the attack led to 984 uranium centrifuges being damaged by the attacks, leading to a 30% reduction in uranium enrichment efficiency.
There’s a proverb in IT security that holds well here: “If you connect it, protect it.”
An unprotected network can allow hackers to take control of devices using malware. Once they have control, they can turn sensors on or off, spoof data, spam the network or use cameras for the purposes of spying.
Though not an exhaustive list, here are eight general rules of thumb for IoT security to help you mitigate the risks:
Secure Your Connection – The network should be private, encrypted and firewalled. A virtual private network (VPN) is best.Enable Two-Factor Authentication – Applications used by IoT devices should have 2FA where possible.Use a Secondary or Tertiary Network – Do not limit all of your IoT data to a single network stream.Buy Quality IoT Products – look for higher-end products with better built-in security over cheaper similar devices.Get Certified – and consult whatever framework you’re using for the latest updates.Keep on Top of IoT Security Updates – be aware of how regularly you need to check for updates with the manufacturer.Keep controlled access to privileged admin accounts to a minimum.Do not leave devices in their default setup or pairing mode. This makes them vulnerable to physical layer manipulation by third parties.IoT Security Awareness TrainingWe must never forget the importance of the human factor when it comes to cybersecurity. This applies to the Internet of Things too. In the past, it was all to easy to believe in the ‘set it and forget it’ practice of deploying new kit.
You should think about the end-users who will be responsible for the data capture. How regularly will they will need to be given cybersecurity awareness training?
In the UK, the Product Security and Communications Infrastructure Act 2022 will come into effect in April 2024 in an effort to make smart devices more secure.
The standard covers three main areas for smart device manufacturers to comply to:
Consumer IoT devices will not be allowed to have universal default passwordsConsumer IoT devices will have to have a vulnerability disclosure policyConsumer IoT devices will need to disclose how long they will receive software updatesPrior to this act, the Code of Practice for Consumer IoT Security was published by the UK Government in 2018 as a set of voluntary guidelines.
A similar framework exists in the US for the National Institute of Standards and Technology (NIST) to set out guidelines for federal agencies using IoT devices.
The groundwork for this act comes from European Standards Organisation (ESO) ETSI, who released the first globally accepted standard for consumer IoT security: ETSI EN 303 645
The regulations are there to set a framework for manufacturers, but there is still a role to play for IT service providers who include IoT in their offerings. They will have to ensure that any devices procured from April 2024 meet the compliance rules set out above.
The potential for smart technology for small business enterprises (SMEs) is huge, but it can be risky, and expensive if you get it wrong.
The important thing to remember is that you should treat smart devices as you would any other endpoint in terms of cybersecurity.
Additionally, regular software updates on devices is encouraged for best practice. Pay for quality from reputable manufacturers. If a manufacturer is not producing regular updates, for example if the product line is not longer being supported, then consider replacing with a more recent model.
As the rate of adoption for smart devices continues to soar, so will the inevitable draw to cybercriminal syndicates. The idea of IoT is to make things easier for businesses, but this can only happen if these devices remain safe and secure.
Future legislation will apply some basic protection, but there will still be a need to do due diligence, as with any technology.
Are you responsible for the security and maintenance of smart devices in your MSP business? Have you been thinking about deploying IoT technology but have your reservations?
We’d love to hear about it in the comments.
The post How to Keep Smart in Cybersecurity with Your IoT Smart Devices appeared first on Tubblog: The Hub for MSPs.
July 21, 2023
Steve’s Tribal Dispatches #4 – Nurturing a Security Savvy MSP
Steve’s Tribal Dispatches #4 – August 2023In the last of the series: “Steve’s Tribal Dispatches”, I, Stephen McCormick, have trawled through and unearthed some of the great treasures available inside The Tech Tribe.
The objective: to report on some of the amazing reasons why you should become a member. And if you happen to be a member already, to highlight some of the gems that you may have missed!
The Tech Tribe is a paid, members-only, online community for managed service providers (MSPs) – filled with great resources for its members.
In this month’s dispatches, I highlight a great primer for cybersecurity sales. And from the Tribal Library, I have selected a booklet template for cybersecurity essentials, and a template for a Terms of Service agreement.
Featured Resource: Cybersecurity Sales Primer CourseAs we all know, sales can be a tricky subject for some MSPs. However, Cybersecurity sales can be even more difficult if you’re unprepared for the tricky questions and common objections.
This course, led by Jennifer Bleam of MSP Sales Revolution, delves into the process of packaging and selling cybersecurity solutions, whether that’s to existing customers or to new prospects.
She tells us what we should be bundling into our offering, and lets us in on the common mistakes people make in selling cybersecurity.
The course takes around 60-90 minutes to complete, and like all of the courses available in the Tech Tribe course library, they can be completed at your own pace, one chapter at a time.
The discovery questions Jennifer asks will really help you to frame what your cybersecurity offering might look like to your clients. As Nigel Moore says in the course introduction, it’s your job as the MSP to present the options and information to your client. It’s their job to make the decision based on your expert advice.
Common Cybersecurity Sales ObjectionsOne of the things Jennifer explains is the common objections to cybersecurity sales and how to handle them.
Objections like:
My business is too small to be targetedWe’ve never had a breach/ransomware eventIt’s not a priority for me right nowA cyber event wouldn’t affect my businessPreparing for these difficult conversations in advance will make your selling attempts much more successful.
There’s also guidance on whether or not you should bundle your offerings too.
The Tribal Library is an area of the Tribe where you can quickly access templates, videos, reviews and other tools.
This month, I took a closer look at the Cybersecurity Essentials Booklet and the Terms of Service Agreement Template.
The Cybersecurity Essentials BookletWhen it comes to selling a service that you’re offering, it’s always better if you can hand over a professional document to help illustrate why a client needs your services.
This resource is a detailed 40-page document ready for you to brand with your company’s logo and contact details.
It goes into detail explaining common cyber threat terminology, with easy to understand diagrams backed up with statistics. The intention is to show your knowledge and authority on the subject, increasing the likelihood of a sale for your services.
The booklet is available in Adobe InDesign format too, so you can customise the content to suit your geographical region if you want to. Additionally, noted in the sidebar are suggestions for where you can get the booklet professionally printed too.
As with everything the Tech Tribe offers its members, you can always get additional help from the community if you need it.
Terms of Service Agreement TemplateThe Terms of Service Agreement template in the Tribal Library is just one of a number of great template resources for members to use as they see fit. There’s an Australian version and a UK version of this agreement available for members to download, edit and use.
The template sets out the terms of your service agreement with your client, so there is no ambiguity in the arrangement. Furthermore, it can be used in conjunction with the Managed Services Agreement and IT Partner Agreement. These are also available in the Tribal Library, should you need them.
This agreement covers all the necessary bases you’d expect. However, it is strongly advised that you do your due diligence and get this checked by your legal team before you use it in practice.
It’s designed to protect you and your business by clearly defining what’s included and excluded in the contract that you sign with your client.
Tribal Dispatch Hot TopicsSteve’s Tribal Dispatches has been put together to show what you can get out of The Tech Tribe as a member.
One of the most useful and active parts of the tribe is the community forums.
The Community Forums are where members of the tribe can post and comment on topics that are relevant to them.
They’re where members may openly ask any questions they have, whilst helping others who are seeking answers.
This can be anything from advice on how to cultivate a prospects list, to help in choosing an insurance provider.
Some of this months featured Hot Topics were:
Does the title you give yourself in your MSP matter?How many hours of work or tickets should the average 100 seat SMB generate?How can I remain profitable and ethical as a solo MSP?How can I better automate and manage incoming accounts payable bills?How do you hold a daily huddle for yourself as a solo MSP?Where do I start with marketing?To niche or not to niche?Advice on carrying out employee reprimandsHow do you incorporate AI into your MSP toolset?
Each month there are regular local gatherings of The Tech Tribe. And you don’t even have to be a member to attend them!
For example, John Clark runs the UK Thames Valley meetup in Berkshire, on the first Thursday of every month.
You can find out where your local Tech Tribe gathering is, and how to register your attendance here.
These are great peer groups that are free to attend, and are well worth your time.
Was there anything in Steve’s Tribal Dispatches this month that has piqued your interest, and made you want to find out more?
Click for more information and a 40% discount code!
If you’ve followed the series of dispatches so far, you’ll know that you get a lot of value out the Tribe for what you pay in membership fees.
Selling cybersecurity can be a tricky task at the best of times. When you’re selling a solution that mitigates a risk to a client’s business, you’re selling on the emotion of fear. However, you’re also providing confidence of a speedy resolution. Combine this with a professionally printed booklet full of statistics and clearly-explained definitions will reinforce your case. And you will certainly set yourself apart from the competition.
A concrete ‘terms of service agreement’ will protect your business and push out any ambiguity when it comes to the services you provide.
Well, that’s all folks, from our intrepid explorer on the Tech Tribe. We hope you enjoyed the series.
Are you already a member of the Tribe? What do you think is the best thing about being part of the community? We’d love to hear from you in the comments.
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July 14, 2023
Is a Co-Managed IT Model the Opportunity Your MSP Has Been Looking For?
When it comes to running your MSP business, you more than likely have a direct business-to-business relationship with your clients. This is where you tailor your stack to meeting the needs of their organisation, selling them a solution that works best for whatever they need.
However, another way of offering your services is through a co-managed model.
In a co-managed IT model, you provide services alongside a business’ internal IT department. Could this be a lucrative approach that would suit your MSP?
In a recent e-book from SuperOps.ai, they explain the pros and cons of co-managed IT, and what you need to do to get started.
The co-managed IT model allows external service providers like MSPs deliver IT services alongside an internal IT team.
When it comes to IT management, there are a number of functions that your typical IT team cover:
Remote Monitoring and ManagementDevice ManagementUser and Access ManagementCybersecurityData Management and SecurityService DeskCloud-based SolutionsIT ConsultingProject ManagementThere are other services that a managed service provider can accommodate too. This flexibility is one of the main draws for businesses to work with an MSP. Another reason businesses opt for a co-managed IT approach is that they may be looking to downsize bloated IT departments, or they need expertise they are missing in-house.
The co-managed model gives businesses greater scalability without overcommitting resources to internal assets. Furthermore, the level of expertise is greater with an MSP on board as an IT partner.
With two teams working in tandem, it improves turnaround times and issue resolution. Not to mention that it’s much more cost effective to part out-source some of your IT functions to an MSP.
A co-managed IT department is perfect for implementing your digital transformation strategy, especially if your business is moving to a cloud-based solution from onsite data storage.
SuperOps believe that co-management is a good opportunity for MSPs.
A New Market – If you’ve not considered it before, co-management’s a completely new market for your MSP. This is especially true if you want to pitch yourself as a company that helps businesses reinvent their digital strategy.
Shared Responsibility – With a co-managed model, you don’t have to focus all of your attention on delivering all of a business’ IT services. Just focus on those elements you’re contracted to cover. This means you can deliver services that might be outside of your particular niche, and experience what other IT services these businesses may use.
No Need to Develop Bespoke Solutions – when you’re the only IT partner for a small business, you sometimes have to cover the needs of your client in unconventional ways. As a co-managed partner, you only have to provide the elements you’re comfortable providing. No stack tweaks required with this system, just focus on what you want to deliver.
In the e-book The Co-Managed IT Starter Guide for MSPs, SuperOps give seven tips to get you started. Here are three for you now.
1. Provide Value to Your CustomersIt may sound obvious, but businesses that employ internal IT departments often do this because they don’t understand the value of MSPs. Whatever support arrangement, always make sure to go the extra mile. Share training resources if you have them, and offer them a little bit more than they’ve asked for. It may pay off with more business in the future.
2. Gain Clarity of Ownership of Work and Scope of SupportIt’s paramount that you work with the internal IT team and not against them. One way to do this effectively is by having clear lines of responsibility. This also extends to the scope of work involved, ensuring there’s no ambiguity.
3. Create Standardized Offerings for Co-Managed ClientsIn order to be able to reproduce your offerings elsewhere, you should create standardized offerings for co-managed clients. This will ensure you can continue to scale your MSP for co-managed IT services and maximise your profits.
For the full tips and much more, download the full e-book here.
Working in partnership with your client’s internal IT department requires some checks in place to prevent problems further down the line.
Your objectives should be clearly aligned with those of the internal IT team you’re working with. Likewise your technical stack should be compatible with their infrastructure. You need to ensure that everyone does what’s required of them, while staying in their respective lanes. This can be difficult to achieve if the right tools aren’t in place.
It might be expensive to find the right solutions for access management, but SuperOps.ai has a PSA solution that can restrict access based on roles and data security. By setting permissions based on roles and project groups, you can ensure that responsible teams can only access what they need to.
SuperOps offer an AI-powered PSA and RMM solution. If you want to find out more about how SuperOps.ai can help you provide successful co-managed IT. Book a demo with one of their product experts today.
Co-managed IT is a great opportunity for MSPs to find new clients, nurture business relationships and build a successful niche for businesses that need to complete their digital transformation plans.
You’ll demonstrate your value as an IT partner, and as you refine your services, you’ll be able to onboard more co-managed clients. This will inevitably result in your business being more scalable and profitable in the long term.
This e-book from SuperOps provides a great deal of value for MSPs that want to explore the co-managed model.
Have you worked with a client with their own internal IT department? What was it like? Please let us know in the comments.
The post Is a Co-Managed IT Model the Opportunity Your MSP Has Been Looking For? appeared first on Tubblog: The Hub for MSPs.
July 11, 2023
Clever Ways AI is Being Leveraged to Empower Customer Experience
If ‘remote working’ and ‘digital transformation’ were the buzz-phrases of 2022 for SME-focused IT service providers. Then for 2023, the buzz-phrase of the year has to be ‘ChatGPT’, with ‘customer experience’ a close second.
While Artificial Intelligence (AI) is nothing new, it’s certainly matured enough to be the trendy new upstart of today. Mainly because it’s very easy to get started with it using an AI Chatbot like ChatGPT, Bard or Claude.
But what about the applications of AI and machine learning (ML) in terms of the digital customer experience?
In this article we explore how AI and ML is being used to enhance the digital customer experience (CX). And in particular how it helps in the online support space.
We also take a look at how AI has helped other industries and what the future of AI could look like in the IT support space.
There’s been a marked shift in how we think about selling our products and services over the past few years.
“Having great products and pricing are no longer solely responsible for business success, but a great customer experience and satisfaction also plays a key role.” So says Chris Pemberton, Vice President of Marketing at Gartner who declared Customer Experience (CX) “The new battlefield.”
Large language models (LLMs) like ChatGPT, Bard and Claude have somewhat raised the profile of the capability of Generative AIs and their applications. Advancements in Natural Language Processing (NLP) has opened up a veritable pandora’s box of possibilities, which includes transforming the way the businesses handle the Customer Experience.
While Customer Relationship Management (CRM) strives to build customer relationships, streamline processes and build satisfaction with their customers from the inside-out. Customer Experience (CX) is the view from the outside-in.
As a consumer, when we buy a product or request a service, we make judgements about that transaction based on our experience.
After each transaction, we ask ourselves a number of questions consciously and subconsciously:
Were our expectations met?Did we receive value for that transaction?Were we made to feel valued?Were we given options?Getting CX right can influence the decision for customers to remain loyal and renew their contracts. Getting it wrong, can reverse that, and if the experience is repeatedly bad for customers, it can cause customers to look elsewhere. Furthermore, bad reviews or word of mouth reputational damage can be even more costly to your business.
CX builds on the concepts of traditional CRM by incorporating personalisation. And by focusing on how it engages with customers throughout their buying journey.
The Rise of Customer Experience as a Business PriorityWhile CX as a concept, has been around for many years, it’s only recently risen to become a top priority for businesses. Back in 2010 where CX was a priority for just over a third of businesses, it rose up to two-thirds in 2020.
Businesses are looking to become more proactive. Using customer data and trend analysis to make transactions easier, faster and more tailored to their needs. And they want to feel engaged, valued and satisfied with the service they receive.
Also, customers want:
A fast and efficient serviceA personalised serviceFriendly and empathetic agentsMultiple channel preferences of contactWithout doubt, customers are expecting more from their service providers, throughout the experience. Service providers are looking to leverage technology to help them achieve that, and that’s where MSPs can help, by incorporating an AI solution.
There are two fundamental ways that AI can enhance the CX of a business.
Greater personalisation for the customerPredictive analysis for an efficient responseArtificial Intelligence can be used in other ways, but these are the two primary benefits of AI for businesses that operate a digital service portal.
PersonalisationKnowing the customer’s preferences and applying them can be a challenge, but it is what customers are coming to expect more and more.
The amount of personalisation that can be offered depends upon the amount of data we have on the customer. Of course, some customers are not comfortable with giving away too much of their personal information, so if that’s the case, the AI will have less information to work with.
Personalisation is used commercially to tailor services and products to a consumer, allowing businesses to target them further with additional goods and services. For MSPs, this could include things like spotting recommendations for sales opportunities.
Predictive AnalysisAdaptive Artificial Intelligence can also be used to analyse the audio of a telephone call. Or in the case of an online customer portal, it can be used to analyse the text in online forms or in a webchat window.
In either case, the engine behind it is dissecting the language to extract the data it needs to identify, classify and prioritise the service required. This intelligent triage is very useful at identifying common, repetitive tasks and providing a learned successful response. The automation used here saves a lot of time for support desk operatives.
Even if the suggested course of action isn’t immediately obvious, the AI can generate script prompts to narrow the unknown parameters down. Allowing the support desk operative to assign the correct engineer.
When it comes to a competitive edge, alongside efficiency and accuracy, consumers want businesses to provide swift services.
Marketing and customer service expert, Jay Baer, conducted some research into the attitudes of consumers based on how quickly businesses responded to their needs. The research looked at the correlation between speed and customer satisfaction, and loyalty.
He surveyed a group of 1,900 consumers, and here are some of the key findings:
The study is full of interesting findings.
You can download the full study here for free at: https://www.thetimetowin.com/
In short, AI helps boost the customer experience of a business by using a number of different data crunching functions.
AI-powered Natural Language Processing (NLP) – helps a computer system recognise human nuances through text analysis for better understanding of a service requestPredictive Analytics – recognises patterns in customer behaviour to anticipate future needsSentiment Analysis – detects emotion or sentiments in data to gauge customer perceptionsMachine Learning – automated subtasks of AI through artificial neural networks capable of correlating patterns of data in line with other data models, which include demographics, trending topics and more.
For IT Service Providers, providing an effective service in a timely fashion is paramount to ensuring your customers issues resolved and they’re satisfied. Where an instant resolution is not possible, they want their expectations managed through regular communication.
Knowing more about our customers and their preferences can uplift the customer experience for them. An effective CRM system can help the agent taking a call understand the customer’s history and preferences. However, AI can take the customer experience much further.
With text communication, AI can make an intelligent diagnosis and effectively categorise and assign a ticket to the right engineer, as well as signpost to other useful resources. For example, knowledge base articles or video guides.
AI can assist in the automation of many processes used by service desk operatives, allowing them to be more efficient, and focus their energies on other things.
The table below shows, at a glance the efficiency savings AI can have on your service desk. Source: onshoreoutsourcing.com
Aside from IT Support, AI is being utilised in similar ways in other service industries, though there are some unique applications as well.
Food Service IndustryThe food service industry is using personalisation to recommend dishes to their consumers, or assisting them in booking a table for dinner.
While AI chatbots help to answer most queries with a reasonable degree of accuracy, machine learning can crunch the numbers to give accurate estimates for delivery times, or suggest when traffic may cause delays.
Media Streaming ServicesStreaming platforms like Netflix are getting the most out of AI personalisation algorithms too.
They use your demographic data, and your viewing history to make recommendations to you. Furthermore the machine learning engine adapts to whatever is popular in your country which goes into their future content production.
AirlinesSome airlines have experimented with a chat-first communication strategy. One such airline, a start-up based in Iceland called Play Airlines, saw an 85% success rate in implementing a chatbot. The cost savings in using an AI chatbot were considerable. Not to mention that the AI bot can communicate in many different languages.
AI is still an open book in the tech industry at the moment. The potential is huge, but so are the risks.
The guardrails are still being built as the AI hype train continues to gathers momentum. The dangers of deepfakes, privacy concerns and how your data can be misused, are all too real.
So, there is a race to regulation, and as usual, the UK is lagging behind. The US Senate is also considering a framework for AI regulation. Meanwhile the parliament of the EU is already two years into pulling together its AI Act.
The Act is separating AI systems into the potential threat they pose:
Unacceptable Risk – These will be banned under the act and consider examples such as social scoring, police profiling or smart toys that pose a risk to children by encouraging inappropriate behaviourHigh Risk – Education, law enforcement or border control, as well as medical equipmentLimited Risk – Systems that will have to comply with minimal transparency requirements, such as image generation, video or audio where it will have to identify as AI-generated contentMinimal or No Risk – AI in video games or spam filters will fall into this categoryThere’s Still Work To Be DoneThere is still a lot of legal-wrangling to be done with these definitions before the act is passed.
The latest generation of large language models has taken AI to new and unexpected heights. The risks of ever-evolving technology can mean complex alterations, resulting in delays. And that is before the proposed Act reaches parliament for debate.
Also, the act makes the assumption that Google and Facebook, alongside others, will have to provide a way to flag when AI content is put out on the internet.
Whatever happens, the need for regulation to a recognised standard is going to be paramount to ensuring the technology is used safely and appropriately.
The AI Act will affect the EU, but the US, UK and China are already working on their own regulation frameworks. The challenge will be ensuring companies can meet multiple frameworks with their use of AI.
You can sign-up to the EU AI Act’s mailing list if you want regular updates on the progress of this as it develops.
The opportunities for AI in delivering a market leading Customer Experience are too good to ignore.
By auditing your own CRM to see if your business’ CX could benefit from AI augmentation, you’ll be in a better position to decide if the investment is worth the effort. While regulation is coming, it appears it will be more of a challenge to the big players than it will be for MSPs. Whereas the innovators who jump on early adoption curve may benefit from customers who appreciate you going the extra mile.
Not mentioned in this article has been the risks and opportunities of AI with regard to security. However, that is such a big subject, we’ll have to cover that another time.
Are you considering using AI to bolster your CRM system? Or perhaps you’re considering using LLMs to improve your service offerings to your clients?
Let us know in the comments if you’ve got an interesting project in mind. Or if you figure regulation of AI could be a bit of a minefield.
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July 10, 2023
TubbTalk 135: How to Turn Employees into a Company’s Biggest Cybersecurity Asset
In this episode, I speak to Benjamin Netter, founder of Riot. A SaaS platform, Riot on a 
mission to turn employees into your company’s biggest cybersecurity assets.
Riot is a Paris-based, all in-one-solution that drives better protection for MSPs, and Benjamin himself is a veteran of the IT space.
Riot is particularly useful for MSPs who want to simulate phishing attacks on clients to identify vulnerabilities and protect weak areas.
An Interview With Benjamin NetterWatch the Interview HereHow Benjamin Created RiotPreviously, Benjamin was the co-founder of a fintech company, where they provided loans to European companies. His role was to make sure they didn’t get hacked while transacting large sums of money.
“I was pretty sure a hacker would find a loophole and have a sophisticated way of hijacking the money. And then one day an employee got a phishing email and entered their password. So I realised that I was wrong about hackers.
“They’re pragmatic. And they don’t want to waste their time looking for loopholes when they can send an email. So, I decided to attack the team one weekend, and the CFO was the first person who clicked on my email. In the end, 20% of the company were fooled by the phishing, and it was apparent that a solution was needed.”
How to use Tech to Help Employees with CybersecurityThe Riot solution combines detecting vulnerabilities, auditing, and then finding the right way to fix it. Benjamin explains: “So you detect the employees who are vulnerable to the phishing simulation and then target specific courses to them.
“Here’s an example of how it works elsewhere with cybersecurity. We can identify Google Workspace users who don’t have 2FA activated. So we target them and guide them to set it up. It works for data breaches, smishing, digital footprint and so on. And then we can report how that’s had a positive impact on security within the company.”
The Challenges of Protecting BYOD EquipmentWhile Riot do their best to protect tablets, smartphones and so on, Benjamin says it’s hard, because companies don’t tend to give employees phones. “Most employees consider their phone part of their personal life, even if they use it for work. They don’t expect their employer to protect it from cybersecurity attacks.”
So, Riot use their cybersecurity companion, Albert, who is a sort of chatbot. He engages with the employees to educate them on cybersecurity. “He asks them about their phone password complexity, if they use 2FA and if their password is unique.
“Then he tries to guess it. Humans aren’t good at coming up with new passwords, so they use the same few codes every time. And that makes them vulnerable to hackers, and in turn, exposes any company information to criminals.”
How Gamification Helps Employees to Master CybersecurityRiot use Albert frequently to help employees better understand their cybersecurity responsibilities. “Our most important KPI is what we call the completion rate – how many employees complete a course that we send to them?
“We use Slack or Microsoft Teams to send courses, so they’re more likely to look at it. But if we send it in an email, it tends to get lost. The completion rate is currently around 86%, which is good, but I’d like it to be higher.
“Albert itself came about as a way to streamline and simplify onboarding and whitelisting Riot. Previously, there was a long tutorial, which people struggled with. Albert makes the process more fun, as well as easier to complete.”
Supporting Employees to Better Understand CybersecurityThe best way to help employees understand cybersecurity is to make it as quick and easy as possible. For instance, Google Workspace is time-consuming to set up. In comparison, Riot takes only a few minutes.
“So you can go from setting up your account to launching your first phishing campaign on your staff in less than ten minutes. Riot syncs with Google and Microsoft, so it’s just three clicks and away you go. And of course, you can repeat the attacks as many times as you like.”
How Riot Helps Employees with Cybersecurity BreachesRiot detects data breaches that happen to employees based on their email addresses and phone number. “Because we sync directly with Google and Microsoft, we use that data and track in real time when your employees appear in new data breaches.
“Once you’ve been part of a data breach, it’s easier for hackers to link your personal information via your contact details. So instead of just letting people know their data has been leaked, we explain what it means for their safety and what they should prepare for.
“We also try to get the breached data to show to the user, which is a bit controversial. But if we can show them their password that’s been compromised, that’s a really good way to teach them to not use the same one every time.”
How to Connect With Benjamin NetterRiotFollow Riot on LinkedInFollow Riot on TwitterConnect with Benjamin on LinkedInEmail BenjaminFollow Benjamin on TwitterHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeStart-up accelerator: Y CombinatorRiot Chatbot: AlbertNewsletter: Zach Whittaker – This Week in SecurityFind out more about Riot’s MSP Partnership Programme or au****@tr*****.com" target="_blank" rel="noopener noreferrer">email AudreyBook: Dale Carnegie:You Might Also be Interested inPodcast: Pax8 Beyond and how to Support MSPs with Cybersecurity
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July 5, 2023
Tubbservatory Round-Up #18 – June 2023
Every week, Richard highlights five essential resources that Managed Service Provider (MSP) business owners should pay attention to in the IT industry. The Tubbservatory is a weekly video broadcast that presents valuable articles, podcasts, and events curated specifically for IT business owners. Tubbservatory Round-Up #18 – June 2023 is a compilation of all the Tubbservatory episodes aired throughout June.
And, it’s all edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.
This month’s topics include: EDR/XDR solutions , Cyber Protection, Open Source, PSA Integrations and AI.
Tubbservatory Round-Up #18: June – Week 1#1 Advanced Security + Endpoint Detection and Response (EDR)
Acronis recently announced the launch of their Advanced Security + Endpoint Detection and Response (EDR) solution for MSPs.
Historically, most EDR/XDR solutions are complex and expensive — but Acronis EDR is designed for service providers, and enables MSPs to simplify endpoint security and rapidly detect and remediate advanced attacks.
If you’re unfamiliar with EDR, then I’d highly recommend you checking out Acronis Cyber Cloud solutions to learn more.
#2 The Power of Portability Explained with Billy Thompson, Akamai Cloud ComputingData Portability ensures individuals can easily obtain, move, copy, transfer and reuse their personal data across different services and IT environments.
Therefore, Data Portability is definitely something that MSPs should value!
In this video Billy Thompson, Solutions Engineering Manager for Akamai Cloud computing talks to James Steel of Linode about portability; what it means, and why it’s important for businesses.
#3 From Busy to Productive: A Guide to Achieving More with Your TimeNow, if you work in the technology field, especially for an MSP, then you’re always busy.
Managing your task list and your calendar while balancing a lot of conflicting priorities can be really stressful.
So, I’d recommend checking out this short video from MSP Expert, Todd Kane. Here Todd summarises the fundamentals of using your task list in cohesion with your calendar to get more done.
#4 Relax Focus Succeed Video ChannelAnd talking of productivity, I highly recommend you check out Karl Palachuk’s Relax, Focus and Succeed video channel for a wealth of personal development and productivity tips. I can’t recommend Karl’s work highly enough.
#5 The Ultimate Growth ConferenceAnd finally, June 13th-14th 2023 is the date for The Ultimate IT Growth Conference in Orlando, Florida!
Hosted by MSP Expert, Jennifer Bleam of MSP Sales Revolution, The Ultimate IT Growth Conference is designed to give you and your salesperson a clear sales plan with a new-found ability to close naturally.
And if you use the promo code ‘richardtubb’, it’s worth $100 off the ticket price. What are you waiting for?
#1 What is Endpoint Detection and Response (EDR)?
Acronis recently announced the launch of their EDR – endpoint detection and response solution.
EDR is reliant on real-time monitoring, endpoint data collection, and rule-based automated response and analysis to secure a system against potential security incidents.
EDR is a real game changer for MSPs in the fight against cybercriminals, and I’d highly recommend you check out Acronis Cyber Protection solution.
#2 The Do’s and Don’ts of M&A for MSPsWhat are the the do’s and don’ts of M&A for MSPs?
Mergers and acquisitions is a hot topic for IT businesses right now, so you won’t want to miss this live session on 13th June 23 with Tom Andrulis, CEO of Intelligent Technical Solutions (ITS) and George Smith of Augmentt.
In the session, Tom will cover common barriers, red flags, and some of the fundamentals MSPs should begin to consider as they prepare to exit their business.
Registration is now open.
#3 Service Desk Solution of the YearCongratulations to ManageEngine who won the Service Desk Solution of the Year Award in The Technology Reseller awards!
ManageEngine have an impressive suite of IT Operations and Service Management Software that MSPs should be aware of.
#4 The 2023 Guide to Open Source Applications for MSPsAnd talking of innovative technology, check out The 2023 Guide to Open Source Applications for MSPs from James Steel of Akamai Linode.
Managed service providers have a unique opportunity to leverage open source tools for their businesses and their customers. The problem is this; where do you start?
Read this article for Steel’s tips on the best in Open Source for 2023.
#5 Look, You knew This Was Going to Happen…
And finally, Scott Riley of Cloud Nexus wins the award for most innovative and amusing video on Cybersecurity with this tongue-in-cheek look at Darth Vader from Star Wars.
Riley is a brave man to cross the Sith Lord. The force is clearly strong with this one!
#1 The Evolving Landscape of the MSP Business Report 2023
The much anticipated Evolving Landscape of the MSP Business Report 2023 was recently released.
This annual report was created based on a survey conducted by independent market researcher Vanson Bourne and commissioned by Barracuda MSP.
A key headline from the report is that MSPs are expecting an average growth of 33% in 2023, and the report shares steps MSPs can take to overcome some of the challenges anticipated in 2023.
This report is a free download and highly recommended for MSPs.
#2 The MSP Initiative with George BardissiNow, a Podcast that caught my ear was The MSP Initiative hosted by George Bardissi.
Every Tuesday and Thursday at 1PM EST, Bardissi hosts experts from the IT Channel to highlight some real topics happening in your MSP business.
Recent episodes feature George Smith from Augmentt, noted cybersecurity expert Matt Lee of Pax8, and Greg Howard from Acronis.
It’s definitely one to listen to!
#3 This is The #1 Reason Lead Generation Doesn’t WorkThis is the #1 reason lead generation doesn’t work, writes Kendra Olney Lee for SmarterMSP.
And the reason is not what you think!
The biggest challenge with lead generation, both sales prospecting and marketing campaigns, is that it takes time for you to see the results, writes Onley Lee.
This is an excellent article, well worth reading if you want some help with your MSP sales & marketing.
#4 A Single Conversation Saved Us Over $100,000How can a single conversation saved an MSP over $100,000?
That’s what MSP expert Todd Kane explains in his latest video.
When the phrase “What If…” stands in your way, remember this story to have the courage to push past the doubts.
#5 PAX8 Launch Briefing
And finally, for MSPs in the UK, the latest of the highly rated Pax8 Virtual Launch Briefing takes place on 27th June.
The 90-minute briefing promises one mission: to grow your business. With an agenda on solutions for common MSP pain points, PSA integrations that ease billing headaches, plus get an inside look from a current Pax8 partner and see how Pax8 helps the modern partner achieve 249% ROI over three years.
Registration is now open!
With the majority of MSP client’s adopting Microsoft Teams, has your IT business considered how to protect Teams chats?
In this video, two MSPs, Matt Dillon of Reciprocal Technologies and Vinod Paul of Align speak to SkyKick to offer their perspective on how they’ve seen massive gains in their continuity business by thinking about Microsoft Teams chats and more.
This is a video well worth watching!
#2 The Co-managed IT Starter Guide for MSPsWith co-managed IT becoming a big growth area for MSPs, this eBook from SuperOps.ai will be of interest.
The Co-managed IT Starter Guide for MSPs shows MSPs where the need for co-managed IT comes from, why MSPs should opt for a co-managed IT model and 7 tips for getting started with co-managed IT services.
#3 6 Steps to Build a Customer Success RoadmapAn article that caught my eye is 6 Steps to Build a Customer Success Roadmap by Juan Fernandez of CompTIA.
Pre-Meeting Planning is key, writes Fernandez, who is the CEO of HacWare.
#4 End-to-End Accounts Receivable SoftwareIf you’ve ever experienced the challenges of cash-flow problems due to client late payments, then this tool may be of interest to you.
Chaser is an end-to-end accounts receivable tool which integrates with Xero and other popular accounting packages.
It automatically chases up outstanding invoices and helps MSPs to reduce their billing time.
Plus, a free trial is available.
#5 MSP Growth Hub Sales & Marketing Discovery DayAnd finally, for UK MSPs, the MSP Growth Hub Sales & Marketing Discovery Day takes place on June 27th in Luton.
Hosted by MSP experts Ian Luckett and Stuart Warwick, this free event offers to help MSPs understand How to build a Sales & Marketing engine that works, rather than having to rely on referrals.
Registration is now open. To book your spot, simply email ia*@th*************.com
Inconsistent and often incomplete Identity and Access Protection is the #1 M365 security vulnerability, and enabling Multi-Factor Authentication is probably the top step MSPs can take to help their client’s stay safe.
So a workshop that caught my eye was the session on Automation to easily implement Multi-Factor Authentication (MFA) and Access Protection in M365 by SkyKick.
This workshop is now available to view on-demand.
#2 Life and Business Lessons on ResilienceA podcast that caught my ear was Mark Copeman of Wingman Marketing speaking to SuperOps.ai about life and business lessons on resilience.
Copeman, the author of the books MSP Secrets Revealed and Help Desk Habits, has worked closely with MSPs for many years. In this episode he talks candidly about a facing a serious health crisis at the age of 27, and what MSPs can learn from his experience.
It’s a very personal and insightful piece, and worthy of your time to listen to.
#3 Blank Blocks of Time – A Relax Focus Succeed VideoAnd talking of life advice for MSP owners, MSP Expert Karl Palachuk shares some powerful advice on blanking out blocks of time in his latest short video.
If you don’t block time out to work on your own priorities, don’t expect to ever get to them!
#4 Progressive Mindset: Build a Thriving Culture in Your BusinessHow can you build a thriving culture in your business?
That’s the topic that Bradley Munday and Jason Kemsley of Uptime Solutions tackle in the latest episode of their Progressive Mindset Podcast.
A culture decides how long people want to stay with you, how attractive you are to prospective talent and more importantly how much people can grow and perform when with you, shares Brad and Jason.
#5 Let the Monk Catch the ArrowAnd finally, if you’re a fan of Dungeons & Dragons, then you may be familiar with the phrase “Let the Monk Catch the Arrow”.
If not, then in this article Chris Brogan shares what MSP owners can learn about giving your team the opportunity to shine and do the thing they do best.
This is a short, but extremely powerful read.
Links to the Resources Mentioned in this Round-Up
From Week 1Advanced Security + Endpoint Detection and Response (EDR)The Power of Portability Explained | Interview with Billy Thompson, Akamai Cloud ComputingFrom Busy to Productive: A Guide to Achieving More with Your TimeRelax Focus SucceedThe Ultimate Growth ConferenceMentioned in Week 2What is endpoint detection and response (EDR)?The Do’s and Don’ts of M&A for MSPsService Desk Solution of the Year The 2023 Guide to Open Source Applications for MSPsLook you knew this was going to happen…Week 3The Evolving Landscape of the MSP Business Report 2023The MSP InitiativeThis is the #1 Reason Lead Generation Doesn’t WorkA Single Conversation Saved Us Over $100,000PAX8 Launch BriefingWeek 4Cloud Backup Protects Teams ChatsThe Co-managed IT starter guide for MSPs6 Steps to Build a Customer Success RoadmapEnd-to-End Accounts Receivable SoftwareMSP Growth Hub Sales & Marketing Discovery DayAnd Week 5Automation to Easily Implement MFA and Access Protection in M365Life and Business Lessons on ResilienceBlank Blocks of Time – a Relax Focus Succeed VideoBuild a Thriving Culture in Your BusinessLet the Monk Catch the Arrow
That’s all from the Tubbservatory Round-Up #18!
Have you come across an exceptional tool or resource that you believe would capture our attention?
Feel free to share it with us in the comments below. We would greatly appreciate your input!
The post Tubbservatory Round-Up #18 – June 2023 appeared first on Tubblog: The Hub for MSPs.
