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their marketing. So, we’re constantly adding new content to our programme to address MSPs’ needs and we’re rolling out the new assets now. Our training materials cover a whole range of strategic topics including sales, packaging and pricing, profitability and company value, and all of them are specifically designed around MSPs’ needs. Tere are three ways in which TruPeer supports MSPs. Firstly, the
programme provides a proven operational framework – TruMethods – for MSPs to run their business and to organise how they deliver services to their clients. We know that this helps participating MSPs increase their monthly recurring revenue, boost client satisfaction and add new customers at a predictable rate. Secondly, it gives MSPs a unique, end-to-end benchmarking
platform to compare their performance and growth against their peers. Finally – and perhaps most importantly – the programme allows
MSPs to learn from each other, to support each other and to drive each other forward. Accountability is a big factor in achieving your business goals and this idea is central to the TruPeer programme, which includes bi-weekly accountability calls, quarterly in-person meetings and more.
How does the TruPeer offering compare to other peer programmes in the industry? Let me start by saying that any peer group is valuable, and I would strongly advise every MSP to join one. What sets us apart is that TruPeer is the only programme built on the TruMethods framework, with extra training content, benchmarking features and mentoring on top. We know that our approach works because we see participating MSPs generate net profits that are among the top 10% in the industry. Tey also command an average seat price that is 20%-30% higher than the industry average. To get the most out of a peer programme, the key is to really
participate in all that there is on offer. For a TruPeer member, that would be joining the accountability calls and quarterly meetings, but also coming to them well prepared. Tis requires a bit of discipline but is worth it. Also, the more you put in, the more you gain. Tose who actively prioritise helping their peers oſten find that they benefit more in return.
Can you share any success stories? Oliver Mackley, who recently joined Kaseya to help run our EMEA programme, is a former MSP and director of Vermont Systems in Southampton. Joining the original TruPeer programme helped him service his clients more strategically. Within 18 months, Vermont Systems had halved the number of support tickets. At the end of the first year, the operating profit was 17%, and for the following three years it was well over 20%. He is now on board to share this experience with other MSPs in the UK.
What are the most significant trends currently affecting the MSP industry? Te rate of change in the industry is enormous. Businesses are investing more in technology and focusing more on security, and this presents a huge growth opportunity for MSPs. But we’re also seeing tool proliferation, with many MSPs relying on 40 to 60 tools to service their clients. Te tool cost can make up a staggering 30
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“What we hear from MSPs over and over again is that they need more help with their marketing.”
per cent of the seat cost. Many MSPs are looking to consolidate and reduce the number of vendors they work with to reduce this complexity, to increase margins and to become more efficient. Another ongoing trend is industry consolidation, with a high
number of mergers and acquisitions happening in the MSP space. Competition is fierce, so as an MSP, sales and marketing skills are essential to set yourself apart. We will see even more bifurcation of the market in the future.
Depending on their size and maturity, many MSPs focus on a certain type of account and sector where they can add the most value. Tere is a natural fit in terms of both the size and the complexity of their customers. Over time they may grow and mature and be able to support larger accounts, but as an MSP it’s important to assess where you are and what contracts you should be going aſter. Related to cybersecurity, compliance is quickly evolving into
one of the hottest topics in the market. We will see an increasing demand from larger as well as smaller businesses who need expert support with implementing the right tools and processes to become compliant, and MSPs are starting to line up to fulfil this demand. Te key to staying ahead is to really understand what is
required and why, so MSPs must continue to educate themselves on new regulations. Being part of a peer group helps because you stay connected to the latest changes. If you are working with the right vendors, they will also help guide you. Finally, MSPs should talk to their customers and find out what challenges they see coming their way – and how the MSP can help overcome these.
What role do peer programmes play in helping MSPs adapt to technological changes? We are still very much at the beginning of the AI wave but MSPs are certainly starting to use AI tools in some areas such as sales and marketing, to help with analysing data or content generation for example. Longer term, being able to automate repetitive tasks such as ticket processing or user onboarding will make a huge difference to how MSPs operate. Letting AI handle requests that have known solutions will save costs and allow engineers and technicians to focus on higher value work. Soſtware vendors are starting to build AI into their platforms and MSPs can take advantage of that. Programmes such as TruPeer allow you to share knowledge, to
share advice, to learn together. Quite simply, it is hard to keep up with all the changes on your own! As a peer group, you consolidate a lot of information and education; every member benefits.
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