thebiginterview
In this exclusive interview, Dermot McCann, European vice president and general manager EMEA at Kaseya, talks to PCR about the relationships the company has with MSPs and, ultimately, SMB end-users.
Can you tell us a little about Kaseya’s journey? We have grown significantly over the years and this is a testament to good management and strategy, but it’s also driven by the increasing demand for technology services. Te SMB sector is the fastest-growing sector globally. Seven out
of ten new jobs are in small and medium businesses, which are growing exponentially. Tese businesses, including law firms, PR firms, and analysts, are sprouting up everywhere. Tey have the same expectations for availability, security, and performance as large enterprises, especially post-COVID. Digital transformation is crucial for SMBs, and they are evolving at
twice the pace of large enterprises. Te investment in technology in the SMB sector is five times GDP growth, driven by the demand for IT services and comprehensive IT security management platforms. Tis demand fuels the growth of technology service providers, which is why we’ve been growing so rapidly. Our growth strategy focuses on providing a complete IT
security management platform for businesses. Tis platform meets the needs of SMBs, allowing them to do more with less. It drives profit, high availability, and security, making it the right product in the right market.
Can you share some insight into Kaseya’s relationship with MSPs? The risk for Kaseya as a partner to our MSP communities is significant. If we perform well, we help them automate and scale, generating substantial profit and revenue for their customers. Conversely, if we make a mistake, it can be catastrophic for our partners. This makes our relationship with MSPs incredibly important.
14 | September/October 2024 We invest heavily in events and ensure that our account
management organisation is robust. Each account manager handles no more than 30 customers or partners, allowing for much tighter engagement and better support for their business. Tis is why we prioritise these events. Te CrowdStrike incident serves as a reminder of the impact
technology organisations can have. Tis incident wasn’t a security breach, but it reinforces the critical role we play as a technology organisation and the significant impact we can have. It’s crucial to handle such situations well, as the consequences can be far- reaching. I leſt the UK for Australia 25 years ago, during the Y2K scare, running around Europe fixing Y2K problems. Although the anticipated issues didn’t materialise, the fear of a major IT outage was real. Technicians oſten work long hours to ensure system availability,
highlighting the critical nature of their work. Our focus on strong relationships and effective account management helps us support our MSP partners in delivering reliable IT services. I feel for the technicians around the world because they’re the
ones who have to work weekends and nights to keep everything running. Tis is one of the fundamental challenges we’re trying to address. In professional services industries, small and medium businesses need accountants, law firms, or financial advisors. Tese industries typically make 35-45% net profit on their services. In contrast, the average Managed Service Provider (MSP) makes about 10% net profit. I’d argue that IT services are far more critical and specialised than
accounting or legal services. If I can’t reach my accountant tomorrow, it’s not the end of the world. But if there’s an IT outage today and I
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