If it were only a set-it-and-forget-it, one-time investment proposition, managed IT would be so much more palatable to a wider range of dealers. That’s simply not the way it is, for if it were that easy, then everyone would offer this MSP gem. If you close your eyes and listen, you can hear Tom Hanks deliver his epic line “the hard is what makes it great.”
We’ll spare you the corny observation that managed IT providers are in a league of their own. Besides, they already know this. And they understood clearly from Day One that the offering would require constant investments in people, processes and technology in order to maintain a high value proposition in the eyes of clients.
As we continue this month’s State of the Industry look at managed IT, we canvassed our dealer panel to learn more about some of the investments they’ve made in their program. Be it training, onboarding specialists or additions to the portfolio, managed IT will always demand that its providers remain diligent with investments.
A majority of the major investments made by CPI Technologies of Springfield, Missouri, have centered on technical prowess. Erik Crane, president and CEO, says it starts with hiring top talent and feeding them the latest in technology, products and trends.
“Our Director of IT Solutions, Josh Glover, has done a great job by building a team that works well together as well as promoting from within,” Crane said. “This has allowed for outstanding continuity within our support staff and a great client experience.”
Client Roadmap
As its approach to client assessments has evolved to entail more components than it did even a few years ago—with consideration for cybersecurity, physical security and a variety of processes—Loffler Companies of St. Louis Park, Minnesota, has needed to invest in tools and solutions that go above and beyond infrastructure. According to President James Loffler, it’s enabled his company to better ascertain risks and craft a more complete roadmap for clients.
“We have tuned our tools and processes to be very accommodating to hybrid/distributed workforces and multi-site organizations,” he said. “The growth of distributed workforces has shifted the mindset of clients which has aligned well with where we were already pivoting our processes and solutions toward.”
The nature of the managed IT beast can keep a MSP from stagnating. Dan Lamborn, corporate director of managed IT services for Edwards Business Systems, points out that their engineers are required to keep certifications and complete ongoing training each year.
“This keeps our team on the cutting edge so not fall behind,” Lamborn said. “The investment in training, onboarding specialists, and portfolio additions is essential for companies to stay competitive and effectively address the evolving landscape of network and cybersecurity threats.”
Vitis Technologies, the managed IT division of Cincinnati-based Prosource, continues to demonstrate an all-in approach. In addition to hiring 25 people and making an acquisition, Vitis recently moved its team into a new headquarters with 17,000 square feet of office, meeting, huddle and collaboration space. The space was renovated top to bottom, with a focus on creating an atmosphere where the team can “grow, innovate and collaborate,” according to President Jeff Loeb.
Commenting on the new digs, Benny Russert—director of technology alignment—noted the company took into account the need to enhance collaboration and innovation across Vitis’ teams, and also with clients. “We designed the facility to promote foot traffic across team members and working groups that wouldn’t typically engage on a day-to-day basis,” he said. “We also engaged various local partners to make the space a great place to work, capturing the energy that a tech company like ours harnesses to drive a great culture and attract the best talent.”
Promoting Growth
While GoodSuite made a major investment in its acquisition of Strata IT two years ago, the Woodland Hills, California-based dealer has its sights set on seeing the offering account for more than half of its revenue, notes CEO Dan Strull. Part of it entails being more thoughtful when it comes to onboarding new clients.
“We can add clients here that have longer-term impact on our overall company well-being as the percentage spend by a small- to medium-sized business can impact success,” he said. “The other factor is the employee pool is bigger and they love to develop skills that are important to the business. We have a core value called continuous development where we partner with our team to grow their skill level. This goes hand in hand with success in an MSP. It is a true win-win for our people.”
