Building Your MSP To Be A Heavyweight Company

By Bernadette Wilson

Shane Swanson, ARRC Technology COO and CharTec operations trainer, answered Business Solutions’ questions about what steps are necessary for MSPs (managed services providers) to expand their businesses by maximizing solutions, automation, and processes.

BSM: For MSPs who want to expand from a micro- or small business, what are milestones they must reach before expanding?
Swanson: You need to focus on improving your efficiency and effectiveness of customer and technical service prior to considering growth. You can do this by creating, monitoring, and measuring against budgets, defined KPIs (key performance indicators), and a business plan. If you try to grow without shoring up these items, you will be missing a vital foundation. You’ll end up hiring the wrong people, sacrificing margins, and ultimately losing clients.

BSM: Does growing always mean adding more people or could it mean adding more services and automation? Please explain for our readers.
Swanson: Growing does not always mean adding more people. In fact, before you start writing that job ad, stop and consider whether you’re really ready to add another person.

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