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SURE! Blog

MSP’s Challenges in meeting customer expectation in Services Delivery and the Solution(s) to overcome those

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Dec, 2015


The new competitive landscape for MSPs puts a huge premium on the customer experience as a main key driver of the competitive advantage plus the customer loyalty.

With a wide variety of choices for service, customers are moving away from pre-paid programs and jumping to better offers.

As the customer demands for services grow every single day, and at the same time, the acceptance of poor service shrinks, then providing a consistent positive experience with superior service and a wider variety of offerings became the success “mantra” and which is not a simple task to achieve.

To quote an example, MSPs are rushing new offers into the market for meeting competitive challenges and generating new streams of revenue.

Challenges Related To Customer Experience

Following are the main challenges concerning the customer experience that face MSPs to drive loyalty, growth, and competitive advantage:

  • Awareness and information gathering.
  • Purchasing experience.
  • Receiving product and begin in use.
  • Reviewing, understanding, and paying bills.
  • Contacting care and identify problems.
  • Service and repair experience.
  • Continuous support.

Challenges Related To CRM in the area of Cloud

Following are the main challenges concerning the customer relationship in the cloud facing MSPs and what to do regarding them:

  • New business models: minimize capital investment while moving towards consumption model.
  • Agility and performance: become more agile and improve responsiveness to business requests.
  • Zero disruption: secure the high availability of the mission-critical
  • Scalability with business needs: scale infrastructure in line with business seasonality and project needs.
  • Cope with the new IT: handle the lack of skills to support new architectures and secure an increasingly open application environments.
  • One ERP/CRM: standardize application estates and align operations at a worldwide
  • Governance and compliance: ensure data meets local and corporate compliance.


Meeting these challenges requires top quality execution across 5 critical areas:

  • Scalable and flexible B/OSS systems in order for supporting subscriber growth and the delivery of new services.
  • Consistent operating processes and procedures across the company, based on the industry’s best practices.
  • Automation and tools in order for lessening human dependency, increasing productivity, and enhancing customer choice and convenience.
  • Effective and clear governance across operating silos and business units for ensuring coordination and the relentless customer focus.
  • The targeted investment in systems and process improvement as well as employee training for supporting the continuous improvement.

With SURE!, MSPs can take the advantage of 4 critical enablers of the customer experience as following:

  • Systems Innovation: in order to build a realistic and appropriate roadmap to implement new B/OSS products and features in order for supporting continued subscriber growth and new offering delivery.
  • Customer Experience-Focused Tools: in order to integrate advanced operational tools such as predictive analytics for customer support and applications in order for monitoring the quality of customer interactions.
  • Global Methodologies and Best Practices: in order to apply best practice experience and hard-won lessons from other managed services engagements.
  • Business Process Automation and Optimization: in order to streamline and improve processes with automated monitoring, validation, and reporting, centralized processing and service level agreements (SLA).

If you are looking to offer customer specific services, then bear in mind that customer experience programs are no longer altruistic exercises, but they are a strategic means used to attain customer’s loyalty, as well as to improve competitiveness and profitability in the short and long term.

Final Words

The move to managed services can offer greater financial flexibility, such as the opportunity to shift sizable expenses from capital expenditure model (CAPEX) to operating expense model (OPEX). Rather than struggling via the constant battles for new CAPEX investment budgets, managed services contracts provide more predictable patterns of OPEX spending according to constant and usage-based fees.

By : Satish Garikipati

Satish Garikipati is a consultant with SURE! (a Magnaquest product). SURE! is an internationally acclaimed player in comprehensive end-to-end Subscription Business Solutions for PayTV, Broadband and Cloud Computing businesses – through deployment of Metered Billing, CRM, Service Fulfillment, Value-Added Services, and Managed Services.

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