B2B Tech Talk with Ingram Micro
B2B Tech Talk with Ingram Micro

Episode · 1 month ago

The Stages of Growth for an MSP

ABOUT THIS EPISODE

The growth journey for an MSP can be a tricky one. You’ve got a lot to focus on and a lot of hats to wear. One of the things that can be an immense help for a lot of MSPs is a Professional Service Automation (PSA) tool. 

But how do you know when it’s the right time to implement a PSA tool? And what specific functions can a PSA tool offer you on each stage of your MSP growth journey? 

On this episode of B2B Tech Talk, we sit down with Scott Murphy and Ben Chappell from Ingram Micro to talk all about the MSP growth journey and how a PSA tool can help. 

Some things we covered in our discussion include: 

- The three stages of the MSP growth journey

- How a PSA tool can help you on each of those stages

- Cloud Blue, and how Ingram Micro is changing the game with this offering

- Their predictions for where technology will take us in the coming year

You can contact Scott and Ben on LinkedIn, or email PSA@CloudBlue.com for more information.

To join the discussion, follow us on Twitter @IngramTechSol #B2BTechTalk

Listen to this episode and more like it by subscribing to B2B Tech Talk on Spotify , Apple Podcasts , or Stitcher . Or, tune in on our website. 

...you're listening to B to B. Tech talkwith ingram Micro. The place to learn about new technology and technologicaladvances before they become mainstream. This podcast is sponsored by ingramMicro's. Imagine next. It's not about the destination, it's about goingsomeplace you never thought possible. Go to imagine next dot ingram micro dotcom to find out more. Let's get into it. Hi, welcome to be to be tech talk withingram Micro and I'm your host today, Holiness Belsky, Director of eventmarketing and partner communities. And today I'm here with my guest scottMurphy, the director of global sales and Ben Chapel, the regional salesmanager for America, both of from ingram micro scott. And then I'mthrilled to have you today. Welcome. Thanks for having me. Yeah, thanks forhaving us. It's good to be here. Absolutely. So today we're talkingabout the stages of growth for managed...

...service partners and when to startusing professional services automation or P. S. A. Tool. So let's set thecontext. Ben specifically from you what professional functions canopy S a toolinclude many is the short answer. Uh you know, I like to use theillustration of the nervous system when describing the P. S. A. Right? So thebusiness owner, the Msb, the S and B reseller mid market resellers, stillthe brain right still the brain of the organization. But what we're finding intoday's spaces there's a greater need for this nervous system. You know,what's the connector between the different functions of our business andso from the crm capabilities. And that's a total quote to cash scenarioall the way through service ticketing, financial operations, projectmanagement. It's really a coast to coast solution. That's excellent. Now,recently ingram Micro released a white...

...paper about the topic. So scott, canyou tell us from the first stage of growth what an MSP goes through? Yeah,absolutely. So the way we break the stages of the first stage of growth forMSP is all about build, right? And the builds phases all around, you know, theMSP is getting their services to market, winning. Some clients may be goingthrough some tv problems in terms of processes and systems and as they kindof break towards the latter stage of that build stage and that's when theyneed to start looking at systems and processes to help them because of wise,you know, if they grow faster are larger, they're going to reallystruggle to manage it. And and also when they struggle to manage it equalsreduction in profit. Right? We definitely don't want a reduction inprofit for sure. So, Ben, how would a P. S. A tool help accompany at this stage?In my mind, it's the easiest way to get organized. Okay, so when we starttalking about getting organized as you...

...continue to scale this business, whatwe're doing is we're tightening the gaps between the puzzle pieces of theorganization is the way I like to look at it. Okay. So when we starttightening those gaps, we find increased efficiencies. We startfinding increased margin levels. We start using our time a little bit morewisely and that's helping these companies gain more speed and get toroute or route to market faster and what they traditionally could sometimesjust as simple as getting organized. Well, I definitely know we all coulduse more time and margin in our businesses for sure. So Ben, stayingwith you tell us the second stage of growth, second stage of growth for theMSP is starting to define their best practices. Okay, so once we discoversome of these efficiencies, we we see them becoming more effective in theirspecific space. They become the true experts of their service offering. Allright, so they're starting to cut out...

...some of the fluff, they're starting tobe let's just call it hyper focused and what they're great at and then they canget to market and start to evangelize themselves in a little bit moreeffective manner. Excellent. So scott, what would a managed service provideruse a P. S. A tool for at this particular stage? Great question. So, asolution at this stage, as far as I'm concerned, is essential for a partnerto be able to live with that growth and to ultimate that growth, whether thatbe streamlining kind of financial and billion management, being able tosupport, you know, expansion business expansion as they perhaps branch, youknow wider in territory and geographically and then also being ableto start to provide support and you know, high quality of support to theclients that they've won and you know, being able to manage all of thatbecause what we find with a good solution is that, you know, partnerscan get visibility of profitability...

...against their clients literally in lessthan a minute if they were using the tool properly, as well as getting allthe benefits from using the system to drive automation around a lot of thoseprocesses. That's excellent and I know that all of our solution providerscould definitely use that for sure. So keeping with you scott then what is thethird stage of growth and why is a psA important at this particular stage? Thethird stage is not about scale. Right? So partners have been through buildinggrowth stage, they've been through a lot of teething problems betweenbuilding growth at growth. You know, as Ben said, they've started to definebest practices and you know, standardized effectively template tiesa lot of their business processes and the Pizza is really gonna beinstrumental in helping them do that in a repeatable fashion. They then moveinto scale. So it's about, they built the foundations, how the day leverage a.P. S. A. System to really drive that scale. So they could offer more cloudofferings to their clients, they could...

...offer more technology offerings, couldbe infrastructures and service. So it could be cybersecurity as an exampleand then as their growth hopefully begins to grow exponentially, they maywant to start to drive from some investment. They may want to startacquiring over organizations and having a great PS A system in place helps them,you know, again, as I said, stop, stop before in terms of growth stage, ithelps them have a really good insight to their business profitability. So aswell as being able to use the system to run their business and driveefficiencies and automation and ultimately, to help them provide abetter service to their clients. They can also use the P. S. A. System tomake sure they got to run the numbers, right? So they can demonstrate wherethe high profitable air views and services are and where they are, andthat's accordingly when I think that's so important too, because then they cantell where to dial up what they're...

...doing well in that area. And then thosenumbers will also tell them, you know, maybe what to look at and uh eitherdial back or change. So a great way to be able to scale and also to be able to,you know, continue on the growth. So, Ben back over to you, ingram Micro hasa dedicated cloud team and a dedicated cloud program called Cloud Blue. Sotell us a little bit more about the technology behind cloud blue. It's agood way to look at it, you know, and even bigger than a program. Cloud Bluesand organization. Right. And so when you look at cloud blue in my mind, itis the single most channels centric organization on the planet. Okay, Soyes, we have our relationships with Anger Micro but with that we've usedbest practices. Okay? We leverage best practices, we leverage relationships inthe organization of cloud blue. Now, if you look back historically, Cloud Bluestarted with this marketplace capability and full white glove service.Right. So some of our largest partners...

...were really leveraging our expertise inthe market of hey, how do we create the most effective channel in X space? Okay,so we've moved from the marketplace and to connect and we've, we leverageseveral of our several of our resources into the automation space with connectand the building reconciliation. You just never find a better, betterbusiness around driving efficiencies with building an automation than youwould in distribution and so that's a natural fit. And now the time has comewith cloud blue to just think bigger. Okay, think bigger, think broader thinkhow can we leverage all the expertise, all the experience from our channelorganization as a whole and how can we bring this into a package that offers aprocess to the MSP and the reseller community insert psA right. Which comesback to what we started with around the organizational practices, Alright. Theefficiency practices, how to drive down...

...and just model out your business in avery formidable way is a huge advantage. So I think that's where we've takencloud blue now as we look at the cloud blue space and what we're building,continue to think bigger and continue to stay tuned. I love that. It's likeour partners have a big engine behind their businesses, right, That can helpthem do what they do best. So the question that we ask everyone is wheredo you see technology going in the next year and scott, I'm going to start withyou. I think for me, what's important is what's going to drive the technologyis actually rather than wears technology going because I think muchmore, certainly throughout and as we come out the other side of the pandemic,you know, the much more flexibility, remote, working, flexible, workinghybrid, working on all these different terms. And I think that is going todrive the pace of change and we already know when it's already documented inlots of different articles and places,...

...you know, how technology helped andaccelerated people being able to work from home and business has been able torun in various lockdowns etcetera. And for me, the pace of change is dictatedby the circumstances in the world that we live in. So, so I think that we'llcontinue to see an acceleration in how could ted algae enable organizations tobe more flexible, I think, you know, lots of organizations, you know, heardvarious different stories of businesses that haven't had the right onlinepresence or the right automation, right? You know, cloud services and theyreally struggled throughout the pandemic and they've kind of beenplaying catch up. So, so for me technology, cloud is going to continueto accelerate the pace. You know, I asked and public cloud in particular,we really see as a real key play and then you look at things like, you know,collaboration and sub security to massive technology areas that I think,well, we'll continue to evolve and...

...accelerate from a technologyperspective. But for me, the pace is more about the adoption of thattechnology than it is about new technology, if that makes sense? Sure,it absolutely does. Absolutely. And then how about you, where do you seetechnology going in the next year? My answer is a bit more simple. You know,I think we're moving from this just raging development stage in thetechnical world into consolidated practice stage. Okay. So I think we'regonna see a lot of growth around consolidating practices, right? Andthere's no shortage of tools at this point. And so I think what we look whatwe're looking at now is this massive space with tens of thousands of vendorsthat are eager to offer more capabilities. But I think really thecarrot on this is how do we bring this into a consumable package, right orprocess? So that we're not asking our channel partners, they're not askingtheir end users to continue down, you know, four more years of education pertechnology, but rather how can we just...

...take what we already know, package it,deliver it and let our expertise be. There's wonderful and simple is alwaysgood. How can we find more information that was talked about today and I'llkick that over to you, scott Antalya. So with lots of different places thatour partners can, can find out more information on the web. W W dot cloudblue dot com forward slash esa. They can also go to how many P. S. A. Dotcom, which is the Legacy Harmony psa webpage. They can connect with us onlinked in and also follow us on twitter as well. So, you know, lots ofdifferent ways to find out information and then if they're a cloud customer ofEngland, the ingram Micro cloud marketplace and the and the associatedwebsites with those as well. So lots of different avenues for our partners toget access to more information. Excellent. And I know you guys arealways willing and ready to talk to our partners, so we're looking forward tothat. Well, thank you scott and Ben, I...

...really appreciate all of your insightsand all of the information you provided and I know that our partners are goingto be thrilled to hear not only of the offerings that ingram Micro has inregards to P. S. A, but also all the support that you're giving to them. Sothank you for your time today. If you liked this episode or have a question,join the discussion on twitter at ingram Micro tech saul with the hashtagB two B Tech talk. Thank you for tuning in and subscribing to be to be techtalk with ingram Micro. You've been listening to B to B. Tech talk withingram Micro. This episode was sponsored by ingram Micro's. ImagineNext. B two B Tech Talk is a joint production with Swedish Media and AngerMicro to not miss an episode. Subscribe today to your favorite podcast platform.

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