It’s been quite some time now that TLM is servicing MSPs for sales qualified leads. Right from prospecting to the appointment scheduling, TLM is so far doing a great job.
Right from east coast to west coast, TLM is working with 160+ MSPs as of now. Local territories are good, but some are tough as well. Basically, some territories need more warm up than others. A New York based MSP offering Co-Managed IT services would face a lot more difficulties in getting some traction than the MSP based out in Dallas. Markets are different, the culture is different and even the competition is different.
For MSPs in Canada, whether it is in British Columbia, Ontario or Toronto, we have seen some of the MSPs offering industry-specialized services such as Cybersecurity and Compliance which is great. Given there are email marketing laws in Canada, it is good to have one click unsubscribe link in place and a 2 or 3 touch point campaign per month. Doing an aggressive touchpoint campaign is a complete No for the Canadian market.
Australian businesses are quite receptive and open for their MSP choices. Whether it is Melbourne, Sydney or Brisbane - businesses are looking for promising MSPs who have experience working with the local business community and have local technicians. We have seen the outsourced IT support model doesn’t work great with them, unlike in the US and Canadian market.
What is prompting US, Canadian & Australian businesses to respond to our Managed IT / Co- Managed IT Services Mailers?
For the last 9 years, we have seen a couple of things which matters a lot to local businesses as far as their IT support provider preference is concerned -
.svg)
There are a lot of businesses who do not care about the cost, but actually want their business users to have the best quality support. IT support responsiveness, particularly in Managed IT and Cybersecurity, is critical. We have heard Office Managers, CEOs, Operations team saying that how soon you can get a ticket. We see a couple of leads every day talking about it and hence we ordered it at #1. If the users get the attention they seek for, there’s a high possibility a business won’t leave that MSP. But most of the time, MSPs are not paying attention to it and hence there are many leads floating just on that particular point. Sometimes, the business is too small for MSP to focus on and then they let it go. This is what we have heard top business executives saying about IT Service Providers.
Expertise is at #2. Why? Our experience says that MSPs handle the L1 tickets well, but it is about the L2 and L3 issues, such as server failures or Cybersecurity breaches, MSPs take daysto act on it. Sometimes, they do not possess the expertise, and still they accept the tickets. Honesty is something local businesses are looking for, and they do not get it from most of the MSPs. Some issues could be about MS Purview or regarding some server, but then MSPs never respond to such issues and take days. When MSPs stack up such tickets, that’s the starting point of businesses evaluating other MSPs. IT is important to keep a complete transparency with clients and such language should be used in the campaigns too.
Engineer Quality is always important. Whether it is about communication skills or the expertise they possess. Communication skill is a must in any case. If MSPs are putting resources who do not possess the basic communication skills, then it is likely that businesses would look at some options. Also, we observed businesses mentioning about the frequent changing of the engineers and no dedicated face that they see. Mentioning a dedicated Managed IT support team in campaign makes a lot of difference. This would give the image to the client that they don’t have to talk to multiple people from now on.
Talking about onsite support. When we mention on-site support is possible, we have seen prospects asking about it. As per their observations, MSPs love the remote support model, and are hesitant to come on-site, as there are costs involved. Most of the businesses want the MSPs to be open about the on-site support and should not hesitate in sending the engineers over. They are aware that there would be cost involved in the on-site support. It’s just they want the openness from the MSPs. So, mentioning the true onsite support included would be a great addition to the email marketing campaign.
Pricing is one of the deciding factors for IT support options. Small businesses like 11-50 employee sizes are looking for realistic pricing. They like the flat pricing model for Managed IT and Co-Managed IT services and they do not want to be held on per hour basis pricing. Sometimes, they want the MSP to match their previous MSP price and give them quality support. These demands are there and it is up to the MSP, whether they can do it or not. We have seen MSPs offering 20% off on the last invoice from the current IT provider. So offers like these can also be considered to make it lucrative for MSPs to get some clients. Basically, offers could be tempting, but it should work out both ways. Giving free security assessments hasn’t worked that well in the past.
We can conclude that you can take TLM’s help in creating a compelling MSP email marketing campaign targeting Managed IT, Co-Managed IT, Cybersecurity, and IT support services for local businesses and how you can get those important leads. Pricing is never the #1 factor in the IT support industry. We are saying these after generating 60000+ leads for MSPs.
You can also read some of the interesting case studies here or book a time on our calendar here and we can talk about your requirements.
