One challenge that many small MSPs (Managed Service Providers) face is handling on-site work for customers who are geographically distant. Whether you’re in a small town or in a larger city with severe traffic issues, getting to a client can be time-consuming and costly. This is especially true for small MSPs who may not have the resources to maintain multiple locations or a large team.
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If you’re in a similar situation, here are six strategies to consider:
1. Implement Strong Service Level Agreements (SLAs)
To manage expectations, it’s crucial to establish clear SLAs that outline your response times for both critical and non-critical issues. For example, you might commit to being on-site within six hours for critical issues and within 24 hours for non-critical ones. Make sure these agreements are realistic given your location and resources. Remember, the key is not to overpromise but to ensure your clients know what to expect.
2. Leverage Remote Support
Most issues can be resolved remotely, which minimizes the need for on-site visits. Ensure that you have robust remote management tools in place to diagnose and fix problems from afar. For hardware issues or situations where a physical presence is unavoidable, you might have to plan a trip or seek alternative solutions.
3. Develop Local Partnerships
Building relationships with local IT professionals or smaller MSPs in the areas where your clients are located can be a game-changer. By contracting these local partners to handle on-site work, you can provide quicker service without the overhead of maintaining a physical presence in every location. However, this approach requires that you clearly communicate to your clients that these partners are part of your service delivery model. This should also be reflected in your SLAs, particularly if your partners have their own limitations on availability.
4. Expand Your Market Strategically
Consider marketing to nearby towns or cities that might have less competition. Although you might not be physically located there, having a few strategic clients in those areas can justify setting up a more formalized partnership or even a small satellite office. This approach allows you to grow your business while managing the logistical challenges that come with geographic spread.
5. Prepare For Hardware-Related Issues
Hardware failures are one of the few scenarios where remote support won’t cut it. For these situations, having a well-established plan is essential. Whether it’s through a local partnership or by setting up a process for shipping and receiving faulty equipment, ensure that you have a reliable and efficient method to deal with hardware issues. This might also include stocking spare parts or maintaining close relationships with hardware vendors who can deliver directly to your distant clients.
6. Utilize Technology To Your Advantage
With the array of remote management and monitoring tools available today, many issues can be preempted before they require on-site intervention. Invest in technology that allows you to monitor client systems continuously and to address potential problems before they escalate. This not only minimizes the need for on-site visits but also enhances your value proposition as a proactive service provider.
Conclusion
Being in a small market doesn’t have to limit your MSP’s growth. By implementing strategic SLAs, leveraging remote tools, developing local partnerships, and using technology to your advantage, you can effectively manage the challenges of providing on-site support to distant clients. These strategies will not only help you handle current client needs but also position your business for growth in new markets.
