30 01732 759725 Mike Sanders, Chief Marketing Officer of Kaseya, considers how the role of MSPs has changed since he started his career at Kaseya about 20 years ago From the living room to the board room When I began my career at Kaseya about 20 years ago, we offered one product, a remote monitoring and management (RMM) solution. I remember our first management meeting – there were four of us in my Dad’s living room and two of the founders joined on a speaker phone sitting on our coffee table. We were discussing how we were going to sell $800k the next year, even though we were tracking at less than a third of that. We were a team that knew how to sell, but we had to mature the company to get to the next level. Private equity backing helped with that when the company was acquired. Today, Kaseya’s annual recurring revenue is $2B, and growing at a rate of 30%, and it has 5,000 employees globally. The SMB market has played a huge role in that growth. Break-fix or bust Smaller businesses used to be able to get by without someone managing their IT environment. Think of a dentist's office – if the dentist lost access to the internal network, not much happened except that people were bored at lunch. Today, if that same dental office lost connectivity, how would they perform or access x-rays? How would they know who’s coming in without the ability to view appointments? Today, IT is critical to running a small business, but that wasn’t always the case. When managed service providers (MSPs) first got their start in the early ‘90s, it was a break-fix model. MSPs were called when things broke, and they would get paid to fix it. The idea of getting paid monthly was foreign, but slowly a paradigm shift happened. As companies started to depend more on technology to conduct their daily business, MSPs realised they could build a relationship with their clients. In this new model, the MSP made sure things didn’t break and got paid monthly to keep up with maintenance. In this model, the more reliable the environment, the more profit the MSP made. This was a complete change from when service providers were break fix and made more money when their clients had issues. There aren’t many companies today that can, for the most part, survive or conduct daily business without technology, creating a long-term need for MSPs’ services. Digital transformation fuelled by COVID The pandemic only accelerated the need for managed services. Gyms Once upon a time, connecting to the Internet required a dial tone, followed by that dreaded connection noise. Today, getting anything done without technology is inconceivable, from ordering lunch to paying your bills. A world without IT is simply unimaginable – it’s gone from luxury to mission critical. How Managed Services Became Mission Critical for SMBs MANAGED SERVICES Kaseya expands services offering Kaseya, a global provider of unified IT and security software for MSPs and SMBs, is continuing to pursue its strategy of providing MSPs with everything they need to meet their customers’ needs while growing their business with the launch of two new services. These are: n Kaseya Help Desk Services, a white-labelled solution that allows the outsourcing of daily IT tickets to improve MSPs’ profits and reduce their technician churn. Tailored for MSPs and now available for purchase, Kaseya Help Desk transforms the way MSPs manage customer support, allowing them to focus on core business strategies while Kaseya handles time consuming end-user phone calls and email tickets. Services are delivered by the company’s 100%-in-region staff located at various Kaseya locations, including Dundalk, Ireland and Orlando, Florida, enabling MSPs to focus on their business and scale effectively without adding headcount. n Powered Services Pro 2.0, a comprehensive Marketing Blueprint and automation platform for faster marketing campaign execution. Providing a developed framework, roadmap and certification program, along with an automation platform for launching marketing campaigns, this new offering from Powered Services can help MSPs acquire more customers and reduce the amount of time wasted on marketing efforts that don’t deliver the desired results. Powered Services breaks marketing down into three levels of learning – Master, Expert and Professional – and takes learners through the marketing basics, including SWOT analysis and competitor analysis, SEO, social media, data analytics and much more. Upon completion, participants are awarded a Certified Marketing Badge – the only one of its kind for MSPs. Additionally, the Automated Marketing Platform (AMP) enables MSPs automatically to launch a personalised email campaign, download checklists, e-books and infographics, create a landing page or generate social media posts. https://www.kaseya.com Mike Sanders
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