Mar 03, 2016
Operations Made MSPeasy
The reasons MSPs struggle with operational inefficiency differs greatly from shop to shop. As MSPs grow, the need for operational efficiency becomes more pronounced. Here are some broad categories to look at to understand how and why operational issues rear their ugly heads. These include poor technology decisions, staffing weaknesses and ineffective operating policies and procedures. Successful MSPs achieve operational efficiency in a variety of ways. To boost your operational efficiency, here are some guidelines to help you on your way:
- Clearly define service offerings: Whether your clients work with specific verticals, company size or services required, you need a clearly defined offering to build your business. Once identified, evaluate your current staff’s core competencies to identify and address potential issues. This may mean training current employees or hiring new employees.
- Define hierarchy, roles and responsibilities: While it may seem obvious, this can be a challenge for MSPs. Come up with a reporting structure and clearly define employee roles and responsibilities. In addition, you must have a hierarchy for roles, and a set reporting structure. To help with this, a trained human resources staff is essential.
- Lock in policies and procedures: Developing clear policies and procedures for specific tasks, whether they are routine or one-off projects, is a proven method for improving efficiency. Clear policies and procedures allow you to better track progress of any given task or project. Craft policies that allow you and your staff to easily understand progress toward completion and eliminate guesswork.
There isn’t a one-size-fits-all approach for making operational efficiencies happen. MSPs will have to experiment and determine what works best for them. Making good decisions about the technology you choose is just one piece of the puzzle. Automating routine tasks can free up staff and allow you to take on more business without hiring additional employees. Choosing vendors that offer top-notch support is also essential.