To stay competitive, managed services providers (MSP’s) must offer their customers innovative services that are demonstrably better than their peers. Standalone revenue no longer cuts it – MSP’s need opportunities to develop customer relationships and generate additional revenue streams. At AUTTO we believe the automation market for MSP’s is set to be massive. We present our top tips on how to make the most of this market space.
1) The market for automation is there for the taking
Riding on the tailcoats of the acceleration in digital transformation that occurred during the pandemic1, digital process automation is the new must-have. Research2 demonstrates 80 percent of SME leaders are acknowledging the importance of automation of tasks, processes and digitising of paperwork for their survival.
However, data3 also indicate that SME’s lag behind big businesses in the adoption of nearly all technologies. The largest gap is in the digitalisation of internal organisation processes (sadly where the greatest efficiencies can be made). This presents a fantastic opportunity for MSP’s. They can:
- Identify the barriers to automation.
- Create the solutions required.
- Provide ongoing incremental support and training to automate their digital processes.
- Extend the value of their services beyond the IT department
2) Become the expert
SME’s want to “do things better”, but they don’t necessarily know how. MSP’s can be the expert and become a trusted partner by providing guidance on how automation can best impact their business. The benefits of automation are vast:
- Time and cost-saving.
- Improved efficiency – tasks are completed faster and with greater accuracy when automated.
- Improved customer experience.
- Happier and more fulfilled staff.
Processes such as filing sales reports, customer and staff onboarding, contracts, licences and order processing can all be automated saving vast amounts of valuable time (our customers tell us up to 75%). Be the expert and win their respect.
3) Do it all for them
Sometimes a SME simply doesn’t want to make a change because of perceived time and skills shortages. This is our experience at AUTTO. Although our product is a no-code, easy to use platform, customers often want us to build their initial workflow automation. As a product business, our small sales and professional services capability is a constraint on us growing quickly – hence the driver of our value-added reseller partner programme. Partners can work with customers to develop their workflows and as a result, often are then called on for ongoing support….
4) Workflow support and training
Once workflows have been developed, the MSP can provide a single point of IT support, development and training. This is a powerful competitive differentiator as the value-add given to customers helps create stronger relationships and loyalty and cuts back on customer churn.
Additionally, creating this relationship lays the foundations for a potentially deeper digital transformation programme. This presents opportunities for additional professional services such as change management, remote working and process automation workshops.
5) Encourage existing customers to automate
Similar to “being the expert”. Existing customers regard their MSP as a trusted technology supplier that understands their business and existing digital processes. Leverage this relationship to introduce the idea of digital automation where they had not previously thought of it or thought possible.
We hope you can see how AUTTOmation is set to be a game-changer for MSP’s. More than a standalone revenue opportunity, automation will keep a partner relevant and engaged with its customers, will develop new, stronger relationships and loyalty which ultimately will boost revenue streams.
Let’s drive digital transformation together!
1 Recent McKinsey & Company research demonstrates the pandemic has had such a profound effect on digital transformation that seven years of progress was made in a matter of months. As reported on by ConsultancyUK – https://www.consultancy.uk/news/26372/covid-19-has-accelerated-digital-transformation-by-seven-years
2The State and Fate of Small and Medium Businesses Xerox 2021
3Digital Economy and Society Index (DESI) 2020 data