Partner Success Story

Standardization and BDR Scalability Quadruples MSP Growth in Less Than Three Years

Complete Technology uses Axcient x360Recover to streamline operations for greater endpoint management capacity.
Balancing Vendors vs. Value

Operational efficiency is crucial for MSPs to grow their business and achieve profitability. Central to setting a foundation for this capability is vendor management. With each vendor that an MSP includes in their stack, a new set of processes and expertise is required of the MSP. These requirements demand additional costs, time, and resources from the MSP to properly support the technology, deliver uninterrupted business continuity, and meet SLAs. On the one hand, MSPs want to meet the demands of clients to grow their business, and on the other, operational overhead increases total cost of operations (TCO), thereby cutting into profits and margins.

Ray Jackson, the VP of Operations at Complete Technology, a longtime Axcient partner, sums up how best to balance these factors with a straightforward explanation; “You want to have as few products in your arsenal as possible to keep it simple, but as many products in your arsenal as you need to offer the services you want to offer.”

Unfortunately, while it sounds easy enough, MSPs commonly struggle to find the right balance among a wide range of vendors and a long list of disparate client requests. Adding vendor after vendor in an effort to please clients compartmentalizes internal knowledge within the MSP and threatens efficiency. For example, if only one technician understands the inner workings of one solution, and that solution goes down for multiple clients, recovery is limited by the abilities of that one technician. Of course, an MSP could choose to train their technicians on various solutions, but that restricts their capacity to master any one of them. Ray explains, “I don’t want to have to be an expert on this solution, and that solution, and Axcient, and 20 others in the market. If you do it that way, when you’re restoring from backup, you have to start by going to the flowchart to see which product the client has. And then you have to choose your own adventure as to where you go in that flow chart and how you do the restore. That’s complicated and complex and expensive.” With that said, on the other side of the equation, if an MSP is unable to meet the needs of their target customer because they don’t have the technology necessary, the business can’t grow and evolve.
The Problem

    • Legacy BDR solutions are unequipped to support MSP growth.
    • Multiple vendors strain internal resources, require additional expertise, and inflate TCO.

    The Solution

      • MSP-only solutions like Axcient that are designed to scale up and down infinitely.
      • Standardizing on a multi-purpose vendor to eliminate the consequences of vendor sprawl.

      The Results

        • Quadrupled the number of endpoint backups being managed on x360Recover.
        • Increased efficiency, improved product knowledge, faster recovery, and less downtime all contribute to lower TCO and higher profits.

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