How MSPs Can Succeed During the COVID-19 Pandemic

It’s an unprecedented time, with unprecedented physical distancing mandates in place, millions of businesses operating remotely, and those that remain open following strict safety guidelines.  It’s a crazy period, but it’s placed a premium on technology services that are enabling businesses to continue to function, and healthcare workers and emergency responders to manage this national health emergency.

For the MSP community, it’s a mixed bag.  While there is a massive uptick in the use of communications technologies and others that enable teleworking, there are also many businesses that have reduced operations or shut down in light of the pandemic.  Either way, COVID-19 is impacting MSPs as much as any other business. 

They still need to manage their customers’ IT operations and services, some of which can be done remotely, but other tasks requiring on-site technicians.  In fact, with so many businesses adopting teleworking strategies, they may require even more on-site support than usual, making MSPs a critical lifeline for their operations during this time. 

Whether that’s implementing new security policies, configuring VPNs, installing unified communications solutions, managing mobile devices, or countless other tasks, MSPs can have their hands full ensuring their customers remain operational. 

At the same time, they must be cognizant of the ongoing health crisis and follow safety protocols to protect their technicians and their clients.  For starters, that requires an awful lot of communication beyond what normal procedures require.

The situation becomes even more complicated for MSPs who are leveraging contingent workers.  In fact, with many now seeing an increased demand for service calls, the dependence on on-demand techs can be greater than ever, and even MSPs who have typically used only full-time technicians may now have a need to reach into the freelance pool to accommodate needs.  That adds yet an additional layer of complexity to the situation, as they now also need to manage in-house workers as well as outsourcing some of their work.

It’s definitely not business as usual for MSPs, but there are steps they can take to manage their customers, attend to their needs, and even find new business opportunities, despite the lack of normalcy. 

I’m moderating a webinar on Thursday, May 7, featuring Steve Salmon, Field Nation’s VP of Sales, during which he will address MSPs and how they can effectively respond to the current situation.  Field Nation has developed a massive online resource connecting MSPs with contingent workers, something Steve also talked about at MSP Expo 2020 in Ft. Lauderdale.  (The Call for Speakers for MSP Expo 2021 at the brand new Miami Beach Convention Center is now open.)

In this session Steve will talk about his experiences with MSPs who are successfully navigating the challenges of COVID-19; the impact the crisis is having on the field service industry; how MSPs can reduce risk to their clients as well as their own businesses while managing costs and protecting revenue; and where MSPs can look for new revenue opportunities during the situation we all find ourselves in.  This insight will help any MSP better manage through the pandemic, and help them be better prepared for the future, regardless of the “new normal” may be.  It’s very likely that MSP services will be in much higher demand than they were prior to this outbreak, and MSPs need to be prepared.