If you want to grow your MSP, you’ve got to change. It’s really that simple – and complicated.
Here at The 20, we work with hundreds of managed service providers (MSPs) from all over the United States – and some in Canada, too!
These MSPs come to us looking for help. They want to be the best at what they do – delivering managed IT services – and they hear we can help with that. It is in our name, after all: we can help your small to medium-sized MSP reach the top 20% of the managed services industry.
But some of the MSPs that join The 20 grow a lot faster than others. Why is that?
While there’s no single answer to this question, only a number of reasons why some of our MSP members grow faster than others, one reason does seem to loom large above the rest – a trait that we find predicts an MSP’s future success with startling accuracy…
The Ability to Change
Every MSP owner who joins our community is enthusiastic, passionate, ready to grow. But they’re not all equally thrilled about the prospect of making big changes to their respective organizations.
And we do mean big. In almost every single case we encounter – and we’ve worked with a lot of MSPs over the years – “getting to the next level” is largely a matter of making large-scale, foundational shifts.
Is it easy convincing MSPs to make these big changes? Not always. Even though seeing the success our other members is usually enough to convince newer members to go ‘all in’ on our model, there can be some resistance – especially at the outset.
This doesn’t surprise us. Change is hard, and it’s not like we’re asking these MSP owners to try out a different brand of dish soap or a new ringtone. This is their business we’re talking about here, and being asked to change something you care about deeply can be extremely daunting.
But if you really want to grow your MSP and ascend to the top of our large and competitive industry, you’ve got no choice. It’s change and grow, or don’t and don’t.
Time to get more concrete. Let’s consider a specific type of change MSPs must make if they’re aiming for steady, long-term growth.
The Art of Letting Go
Change is hard. Everyone knows that. But why is change so hard? Here’s one answer:
Change is hard because it forces us to step outside of our comfort zones. Thus, the key to change is embracing discomfort.
You’ve probably heard some version of the above a million times. But is that the whole story? Is mastering change really just a matter of learning to embrace discomfort?
We’re not convinced – especially when it comes to change in the MSP space. That’s because as counterintuitive as it may sound:
One of the biggest and most challenging changes most MSPs have to make actually makes life easier and more comfortable.
But how can that be? How can a change be “one of the biggest and most challenging” when it makes things easier?
The answer has to do with scalability. If you run a smaller MSP, you’re likely accustomed to doing everything more or less on your own, juggling multiple roles from sales and customer support to technical operations and administration. This ‘one-person band’ approach can work when you’re small, but it’s not scalable. With the one-person band approach, things fall apart when your MSP starts getting big, preventing it from ever getting really big.
Transitioning to a more scalable model requires a radically different approach: letting go.
If you want to grow a large, successful MSP, you’ve got to hand over parts of your business to others – as well as develop a playbook of documented processes to make sure things go smoothly without your direct oversight.
In our experience, many MSP owners find it incredibly challenging to make this shift and truly let go. And this is in spite of the fact that letting go – and, just as importantly, finding the right people to manage the various parts of your growing business – makes things much, much, much easier on you.
Again, this doesn’t surprise us. When you’re used to doing things one way, doing things another way is going to be tough – even when, paradoxically enough, the new way actually makes things easier! Moreover, it’s easy to fall in love with being busy – to equate feeling stressed out and ‘at capacity’ with doing right by your MSP. You might find yourself thinking, “Hey, I’m barely sleeping, working all the time, and I’m a nervous wreck – surely I’m doing my part to facilitate my MSP’s success!”
But this way of thinking can be dangerous and unproductive, leading to burn-out while also hindering your MSP’s growth (remember, the one-person band model isn’t viable long-term because it’s not scalable).
So find ways let go. Hire, outsource, join peer groups – figure out where you need help, and get it. Because the sooner you can build your trusted team and peer network, the sooner you can experience the sort of business growth you dream about.
We know letting go is hard, so we’re sharing some strategic shifts in mindset that we think might help you loosen your grip on the reins of your MSP business…
Reconceptualize Your Role: From Player to Coach
To help cultivate trust in others and delegate tasks more effectively, you might try thinking differently about your own role within your MSP business. Instead of viewing yourself as the ‘star player,’ try thinking of yourself as the coach – or some other figure whose job is to educate, guide, and bring out the best in others.
Work On (Not In) Your Business
Leaders at truly successful MSPs spend much more time working on their business than in their business. When you delegate daily tasks to your capable team, you can step back and work on your business – see the bigger picture so you can identify opportunities for growth, innovation, and greater overall efficiency. Remember, your primary job as the leader of your MSP isn’t busy work – it’s making your business work.
Glorify Working Smarter, Not Harder
We live in a culture that glorifies ‘the grind,’ but the hustle mindset can be detrimental in the entrepreneurial space, where success isn’t simply a matter of putting in the most hours. Yes, you should work hard, but think carefully about how you work – and how your team works. When your goal is to work as smart as possible – not as hard as possible – delegating to others quickly becomes second nature.
From Head to Paper
When you’re a one-person band, you can get away with keeping your MSP’s business-critical information in your head (although it’s not ideal, and a robust documentation program is something we recommend to every MSP, regardless of its size). Documentation becomes particularly important, however, as your MSP grows. Documenting your MSP’s processes not only allows you to solidify operations, it also allows you to delegate tasks and train new employees more effectively and efficiently. Instead of hovering over your team and directly guiding them, you can be ‘present’ in the form of your stellar documentation.
Consider The 20
What’s the real lesson here? If growing a large and successful MSP requires letting go and making the transition from a one-person band to a bona fide, process-driven, and highly scalable company, does that mean you should create and document your key processes, hire a bunch of people, and just wait for the revenue to start rolling in?
If only things we’re so simple! Hiring a capable team isn’t exactly cheap, and attracting/retaining quality talent is a notoriously difficult task in the MSP space at the moment (according to a recent Kaseya study, hiring is the third biggest business challenge for MSPs, right after “security” and “acquiring new customers”).
If you’re struggling with growth and scalability at your MSP business, but don’t want – or simply can’t afford – to hire your way out of trouble, consider becoming a member of The 20.
When you join The 20, your MSP can be “bigger than it is” – and without necessarily making a single new hire!
Just ask Bill, who joined The 20 and gained access to a world-class marketing department he could never have built through hiring alone.
Or ask Mark, another member who was able to start selling more aggressively, knowing The 20’s 24/7 US-based help desk was there to help him handle larger clients.
Curious to learn more? Visit our website for more member success stories as well as information about The 20 – who we are and how we help small and medium-sized MSPs find success in our fiercely competitive industry.
VISION ’23 Recap
From Good to GREAT!
We came. We saw. We VISION’d.
It’s over, folks – our seventh annual VISION conference – but that doesn’t mean it’s gone. We’re certainly still feeling the buzz – and judging by the feedback that’s already rolling in, so too are the event’s hundreds of attendees.
Every year, something special happens at VISION. We call it “VISION magic.” But whatever you want to call it, it’s a powerful thing that emerges when people come together with open minds and good hearts – and an indomitable desire to succeed.
That said, this year’s event felt magic in a major way. Especially special. Truly great.
Maybe that’s because of the conference theme – taking an MSP from good to great – but we’re pretty sure it’s because this MSP community is made up of some of the most kick-a**, hardworking, and kindhearted people on the planet.
So while the memories are still fresh, we want to look back at the events of last week – at the GREAT time we had at VISION ’23.
We want to talk about the people, the ideas, the moments, and of course, that VISION magic.
We hope you enjoy this recap of VISION ’23. And if you missed out on the events of last week, don’t despair. We’re determined to raise the bar yet again at VISION ’24 – maybe our theme next year will have to be … “from great to greater”!
Tuesday – “The Kickoff”
The sun was out and the MSPs were flooding in. From Wisconsin. From California. From New Jersey. From Canada. Hundreds of MSPs, all looking to get better. All looking to grow.
Everyone arrived safely and we could tell right away that the MSPs in attendance we’re pumped up and ready for the very thing we promised in many of our marketing materials: “a conference experience like nothing else in the channel.”
We wasted no time getting things started, taking to the rooftop patio at the Omni Hotel (an absolutely top-class establishment next door to the Dallas Cowboys World Headquarters) for the VISION ’23 Kickoff Party.
Cold drinks were sipped. New friends were made. And even though it was hot – like, really hot – the patio was still full at 7 pm, two hours after the party got under way.
And it wasn’t because attendees were determined to get their photos taken with our special guests, the Dallas Cowboys Cheerleaders. It was because they were having a blast with each other. It was because of that VISION magic.
Wednesday – Day One
We got started bright and early on Wednesday morning. After getting their breakfast tacos and coffee, attendees filled the Omni’s grand ballroom for our very own Tim Conkle’s opener, The Thin Line Between Good and Great.
Tim’s energetic, enlightening, and entertaining presentation set the tone for the rest of the day’s sessions. Some highlights:
FTC Safeguard Rule and Contracts: Navigating Rough Seas – Joseph Brunsman and Daniel Astin
Joe and Dan are a dynamic duo in the realm of cyber and professional resilience, and their presentation was packed with the type of actionable guidance our attendees have come to expect at VISION. Hats off, gentlemen – you rocked it.
Exploring the Intersection of Cybersecurity and AI – Allies or Adversaries? – Rob Boles
Rob Boles (President of BLOKWORX) is one cool dude, and his no-nonsense presentation at VISION ’23 had the undivided attention of every single MSP in the room. Thank you, Rob, for sharing invaluable insights that can save livelihoods.
Return on Energy – Mike Rose
Mike Rose’s ideas on leadership, communication, and building team culture have transformed thousands of businesses around the globe. And at VISION ’23, Mike took to the Main Stage to deliver an eye-opening Keynote that left us all feeling charged up. The way Mike laid out the differences between vision, strategy, and tactics made so much sense. We can’t wait to apply his ideas at The 20 – and we know a lot of MSPs in attendance feel the same way. Now let’s go get that ROE!!!
The Art of Continuous Improvement – Ken Pecot
Since joining The 20 back in 2021 as COO, Ken has helped us transform our operations and team culture in ways that continue to reverberate and drive us forward. Naturally, a lot of us have been curious about how Ken developed his powerful business philosophy and came to be the incredible leader he is today. We – and everyone else in attendance at VISION ’23 – got the answer to that question thanks to Ken’s awesome and candid presentation. Thank you, Ken, not only for what you do at The 20, but for sharing your wisdom with the MSP community. Your words carry serious weight, and your ideas have helped – and will help – a lot of MSPs make some serious breakthroughs.
Marketing – Old Truths and New Lies – Crystal Conkle (Moderator), Andra Hedden, Jimmy Hatzell, Emalee Sugano, Anne Stobaugh
What happens when you bring five of the brightest minds in MSP marketing together for a panel discussion? Well, if what went down at VISION ’23 is any indication, you get nothing less than a marketing masterclass. We had high hopes for this one, and the conversation between Crystal (The 20), Andra (Marketopia), Jimmy (CyberQP), Emalee (BLOKWORX), and Anne (Microsoft) blew our expectations right out of the water. So many good ideas. So many refreshing takes. So much fun. Brilliant stuff all around, panelists!
State of the Channel: Straight Talk – Fred Voccola & Tim Conkle
It’s a good thing the VISION stage is so big, because last week it needed to hold two industry giants. Fred and Tim sat down for a lively and far-ranging discussion about what’s been going in the MSP space – but not before Crystal Conkle put Fred in the hot seat with some … unexpected questions. Thanks for being a good sport, Fred!
And thank you both Fred and Tim for not only a terrific and refreshingly honest conversation, but also, for kicking off a spontaneous fundraiser for the Coventry Reserve. Your generous contributions inspired a series of donations, and reminded us all just what a big heart this MSP community has.
***
After two engaging and informative Breakout Sessions led by BLOKWORX and Nerdio, plus another word from Tim, we all retired to our rooms to get a good night’s –
Just kidding. This is VISION. We wrapped up Day One with Happy Hour at the Omni. After a day of learning, it was great seeing everyone come together for drinks, laughs, and games.
Thursday – Day Two
We hit the ground running on Day Two. Tim took to the Main Stage after breakfast for his presentation on M&A in the MSP Space: Not All Roads Lead to Rome. It’s no secret that we’ve been on an M&A spree here at The 20 over the past year or so, acquiring nearly two dozen MSPs as we pursue our goal of building a national MSP with unmatched scale and service delivery. At VISION, Tim shared lessons he’s learned along the way – lessons that will surely help out MSP attendees with their own M&A journeys.
More M&A lessons came later in the day when Scott Renkes and Bobby Renkes of Pinecrest Capital Partners delivered an eye-opening presentation, M&A for MSPs: Growth and Value Drivers. Coming from the invaluable perspective of private equity, these two M&A experts gave attendees a clear look at the state of M&A in the managed services industry, along with actionable advice on how to navigate the intricate landscape of M&A effectively. MSPs are hungry for M&A guidance, and these two experts delivered the goods. Great job, guys!
Sales Wisdom
On Day Two of VISION ’23, we heard from a stellar MSP Sales Panel moderated by Tim and featuring Andy Gainor (The 20), Jacob Sanders (The 20), Seana Fippin (Red Box Business Solutions), and Gary Blawat (The 20). These panelists know MSP sales like nobody’s business, and their collective expertise shined a light on what it takes to be not only good at sales, but great.
Later in the day, after two outstanding Breakouts led by Cytracom and Dell, Miguel Lopez (SVP and GM at Kaseya), drove home the importance of sales and marketing to success in the managed services industry. Miguel’s energetic and hilarious presentation, Consultative Selling, was filled with a multitude of important lessons, our favorite of which was … Marketing isn’t bullsh*t. We love it, Miguel!
Elevating Your MSP with Marketing Automation – Nabila Moumen
Joining us from Paris, France for her second consecutive VISION, Nabila Moumen rocked the house with a lively, insightful, and captivating presentation on automation – and its power to drive MSP growth. After her session at VISION ’22, we knew Nabila would dazzle us, and dazzle us she did – with her knowledge, with her humor, with her warmth. We hope you come back next year, Nabila, to make it three in a row!
Navigating Life’s Challenges with True Grit and Grace – Amberly Lago
Wow. Wow. Wow. What a story. What a presentation. What a message. Amberly’s highly anticipated Keynote at VISION ’23 made it clear to everyone in attendance why this woman is one of the most sought-after speakers in the world. Her energy, her wisdom, her heart – Amberly Lago is the real deal, and we are SO grateful for the wisdom she shared this year at VISION. Thank you, Amberly. Thank you.
Do Your Clients Know You Love Them? – Eric Kehmeier
Eric joined The 20 as an MSP owner with big plans. He worked hard, applied our proven methods, and grew a tremendously successful MSP called “Integrated Business Technologies.” Now, Eric is our VP of Client Services, a position that allows him to cultivate the most important aspect of our growing business: relationships. At VISION ’23, Eric spoke on the importance of relationships – of truly loving your clients – and simply put, his presentation was awesome. We love you, Eric!
Speaking of love, we wrapped up Day Two by showing love to this year’s VISION Award winners. Taking home prizes were…*drumroll*…
MSP of the Year – Sean Morreno, Data Tech Café
MSP Business Growth – Reade Taylor, Cyber Command
Most Engaged MSP – Brandi & Chris Couse, Mash Grape Technologies
Support Desk Favorite – Greg Padgett, Eagle’s Wings Technologies
Ambassador of the Year – Forrest Smith, ASGARD IT Services
Best Revenue Booster – Galactic Advisors
Most Disruptive Solution – Cytracom
Most Helpful Vendor – Huntress
Product of the Year – Pax8
Partner of the Year – BLOKWORX
Congratulations everyone – y’all are doing big things and the recognition is well-deserved!
VISION Party!
It wouldn’t be VISION without the one and only VISION Party. And so, after a productive second day, we all headed over to Concrete Cowboy for our end-of-conference bash.
Was it fun? Oh yeah. And is it true what they say – “no one parties like The 20”?
We’re not going to toot our own horn, so if you really want to know, you’ll just have to attend VISION ’24 and find out for yourself.
Day Three – Members Only
VISION is open to all MSPs, but we like to host a special half-day just for members of The 20 MSP Group, our MSP ‘co-op’ devoted to giving small and mid-sized MSPs the tools and resources they need to get to that next level.
What went down at our Members-Only Half-Day?
We can’t divulge any of our in-house secrets, but we will say this: the camaraderie between our members never fails to hearten us. To see a ballroom’s worth of people – people who are supposed to be competitors – all working together and sharing ideas … It’s humbling to say the least, and a powerful reassurance that we’re doing something special here at The 20.
Final Reflection – More Than Worth It
VISION is three days, but it’s multiple months in the making. It’s thousands of hours of planning, strategizing, ordering, designing, writing, sharing. It’s countless conversations. It’s continual collaboration between our marketing team members. It’s work, work, and more work.
But it’s more than worth it. That’s because however much energy we put into our planning, the energy we get in return – from our attendees, from our speakers, from our sponsors, and from our wonderful MSP community – makes the monumental undertaking feel like a privilege.
So does feedback like the following we received from Fred Voccola, a man who knows a thing or two about IT events:
“VISION is an awesome event – one of the best in the channel. And I can say that because at Kaseya we host events. We host really big events. And every time I do this, I ask Tim and his team how can we do it better, how can we be more like VISION. VISION’s fantastic.”
Thank you, Fred. That means a lot. And a Texas-sized thank you to everyone who participated in VISION this year – MSPs, speakers, sponsors, hotel staff … The list goes on. VISION is about people, and y’all truly are the best.
Till next time, wishing everyone a healthy, happy, and productive rest of 2023. Let’s make it great!
VISIONs of Greatness – Want to be Great? Relax.
If you want to be the best, you have to outwork the rest. Early mornings, late nights. Go, go, go – Actually, scratch that. If you want to achieve greatness, you have to know when to grind and when to unwind.
Hustle culture. It’s a thing. And it’s dangerous. Not only does constantly working prevent you from enjoying the life you’re supposedly building for yourself, but it also hurts the work itself!
A Stanford study found that male basketballs players’ performance dramatically improved when they aimed for 10 hours of sleep a night.
This is particularly true for business owners, whose jobs can be more demanding than most. Entrepreneurs not only need to think about how to work effectively, but also, how to not work — how to chillax to the max.
To give you some inspiration, we’ve collected some highly successful people’s rest tactics: what do the profoundly productive do when it’s time to take their feet off the gas and unwind?
Brad Pitt
“… if I have something that I’m dealing with that’s causing me a lot of stress, my mind goes to architecture. I walk around the yard and start thinking about what I need to do to the house structurally.” (2009 Parade Magazine Interview)
Home repairs? While those might not sound particularly relaxing, as Pitt explains, “As a boy, you play with Tinker Tors, Lincoln Logs, Legos, and you get interested in how things are made … Years later, you come back around to what interested you as a boy.”
Ah, that actually makes a ton of sense.
Insight
Want to relax and feel lighter and more joyful? Revisit the things you loved as a child!
Novak Djokovic
“…you need to have a place where you know you can switch off and recharge your batteries.”(Independent)
So where does the world’s most dominant tennis player go to recharge? One of Djokovic’s favorite places to unplug is a Buddhapadipa Temple. Though not a Buddhist himself, he appreciates the serene atmosphere, and enjoys “hearing the peaceful sounds of the water.”
Insight
It’s important to think not only about how you relax, but where. Find your “happy place” and pay it frequent visits!
Elon Musk
“Sunday morning: to bake or not to bake cookies – that is not even a question. Definitely bake.”(Twitter post)
The man responsible for revolutionizing the auto industry and pushing the frontiers of space travel finds time to bake cookies. What else is there to say?
Insight
No one is too busy to relax. No one.
Katie Couric
“Bubble baths, yoga, sitting and doing nothing.”(HuffPost)
The renowned journalist revealed her preferred methods of mellowing out at Arianna Huffington’s 2-day Thrive Conference, and they all sound great – especially that last one. Sometimes, nothing beats nothing.
Insight
The modern hustle mentality is so pervasive it even shapes – or distorts, rather – the way we relax. Resist the urge to make relaxation one more item on your to-do list. That is, be careful not to make unwinding just another ‘something’ that must get done. Get comfortable doing nothing, and if your inner critic tries to make you feel guilty for not being productive, tell it to shut up!
Viggo Mortensen
“One of the best pieces of advice I ever got was from a horse master. He told me to go slow to go fast … We live as though there aren’t enough hours in the day but if we do each thing calmly and carefully we will get it done quicker and with much less stress.” (The Scotsman)
Spot on, Mr. Mortensen! Take on your to-do list one thing at a time, give each task your full attention, and do your best to stay as calm, cool, and collected as Aragorn in battle.
Insight
Relaxing isn’t just something you do after the work is done – it’s a crucial part of work itself, a tool that allows us to operate more efficiently and effectively.
Oprah Winfrey
“What I do for fun is I literally hang with my dogs, the four-legged ones … I love walking in the woods with my dogs.”(Makers)
We take care of our pets, but they also take care of us. And as Oprah reminds us, spending time with animals is FUN. There’s nothing like a dog’s zest for life to remind us not to take things too seriously and to stop and smell the roses – and in a dog’s case, anything else with a good, strong odor!
Insight
Fun is relaxing and relaxing is fun. If you’ve tried to jump on the meditation bandwagon and you just can’t get into it, don’t beat yourself up. Find something that brings you joy, because nothing restores us like having a good time!
David Goggins
“If it’s a rest day, truly allow your mind and body to relax. Turn your phone off. Keep the computer shut down … It’s not a day to lose yourself in technology or stay hunched at your desk in the form of a damn question mark.”(Can’t Hurt Me)
David Goggins is arguably the toughest human being on the planet. But what does the man who wakes at 3 am to run 20 miles – the man who completed more than 4000 pull-ups in 24 hours (a world record at the time) – do to relax?
He relaxes!
Simply put, if you want to get the most out of yourself and reach new heights in your personal and professional life, you have to commit as fully to your downtime as you do to your go-time.
Insight
When it’s time to go fast, go fast. But when it’s time to slow down, take your foot off the gas. All the way off. That doesn’t necessarily mean unplugging like Goggins, but it does mean avoiding those things that stress you out, even if only in subtle ways.
So ask yourself, “Does scrolling through my feed really help me decompress?”
If not, close that laptop, put down your phone, and find something else to do!
***
If you enjoyed this piece, look out for the next “VISION of Greatness” from The 20. And don’t forget to register for VISION ’23, the MSP event of the year!
Spots are filling up fast, so secure your seat today – and get ready to take your MSP from good to GREAT!
Beyond the Buyout
How The 20 Nurtures MSP Growth While Respecting Ownership Boundaries
Chances are, you’ve caught wind of The 20’s M&A activities. We’ve certainly been busy, acquiring several MSPs each month as we pursue our mission of building the first premier MSP with coast-to-coast reach.
But with all the press surrounding our rapid expansion and unique consolidation strategy, it’s easy to lose sight of what The 20 is really all about: not acquiring MSPs, but helping them grow and find success in our hyper-competitive industry.
In this blog post, we want to clarify a few things about our M&A strategy, and address a question that’s been coming up: Do we recruit MSPs to join The 20 simply because we want to buy them?
The 20 MSP vs The 20 MSP Group
The first thing to make clear is that The 20 MSP and The 20 MSP Group are distinct entities – and not just legally speaking, but conceptually as well.
The 20 MSP is an individual MSP. We want The 20 MSP to become the first MSP with extensive, coast-to-coast reach and premier service delivery.
The 20 MSP Group is, on the other hand, exactly what it sounds like: a group of MSPs, all of them independently owned and operated. When MSP owners become members of The 20 MSP Group, they sign on to our way of doing business, but retain complete ownership of their MSPs.
Now, here’s where the connection lies between The 20 MSP and The 20 MSP Group: We’re pursuing MSP acquisitions to facilitate the expansion of The 20 MSP, and, for the sake of seamless integration and cultural/operational compatibility, we’re only looking to acquire MSPs that belong to The 20 MSP Group.
This raises an important question: Do we recruit MSPs to join The 20 MSP Group simply because we want, at some point, to acquire those MSPs and integrate them into The 20 MSP?
Let’s talk about that.
To Acquire or Not to Acquire? – That is the Question!
Let’s start with the short answer. Do we recruit MSPs to join The 20 MSP Group simply because we’re looking for acquisition targets?
No!
A slightly longer answer: While the 20+ acquisitions we’ve completed (at the time this was written) might seem like a lot, the number pales in comparison to the 170+ MSPs that belong to The 20 MSP Group. And a good number of these 170+ MSPs are interested in selling to us – i.e., we have no shortage of quality MSPs in our acquisition pipeline.
In other words, we’re not feeling any pressure to find MSPs to acquire – in fact, we have more than enough ready to roll up, and if there’s any pressure, it’s to consolidate quickly enough to meet this demand!
We think there’s some confusion around this because the following two sentences do, admittedly, sound pretty similar:
The 20 MSP only acquires MSPs that belong to The 20 MSP Group.
The 20 MSP Group only accepts MSPs that want to be acquired by The 20 MSP.
Sentence #1 is one-hundred-percent TRUE. We’re looking to acquire MSPs from our group exclusively for a very simple reason: We know these MSPs! They use The 20’s tool stack and business model, which makes integration relatively seamless and minimally disruptive for end clients.
But, more importantly, we know the people at these MSPs. The question of cultural compatibility isn’t a question for us, because by the time any deals are inked, cultural compatibility has long been established.
Sentence #2 is, on the other hand, one-hundred-percent FALSE. In fact, when MSPs approach us about joining The 20 MSP Group, we’re not even thinking about M&A.
For one thing, we have, as previously mentioned, plenty of MSPs ready to roll up.
Secondly, when an MSP first joins The 20, we have no way of knowing if they will grow into an MSP worth acquiring.
And thirdly – and most importantly – creating acquisition targets just isn’t the point of The 20 MSP Group. It never has been and never will be!
The purpose of The 20 MSP Group is to help small and mid-sized MSPs grow, scale, and get to that next level – faster and more easily than they could on their own.
That’s it?
Yep. That’s it.
OK, but what if an MSP becomes a member of The 20 MSP Group, and, as a result, achieves remarkable growth? Once an MSP gets big, do we start applying pressure and pushing them to sell?
Let’s talk about that.
Your MSP, Your Call
MSPs that become members of The 20 MSP Group tend to find success. That’s not a boast, just a fact. Our industry-leading tool stack, battle-tested business model, and above all else, our awesome community of supportive MSP owners – these things all feed into our members’ growth.
So, what happens when an MSP joins The 20 MSP Group and grows into a large and profitable company? Do we start hassling the owner about selling?
In a word – well, two words – H*LL NO!
In fact, it’s the opposite. We let MSP owners come to us. We keep our members in the loop about our M&A activities and intentions, because we want to know that selling to us is an option – if they’re interested in going that route.
But the most important word in the above sentence is if. We’re not interested in pressuring our members to sell – nor is it worth our time. Again, we have no shortage of acquisition targets, and if an MSP wants to remain a part of The 20 MSP Group without ever selling and joining forces with The 20 MSP, that’s A-OK.
In fact, we wouldn’t want to acquire all of our members as that would mean the end of the The 20 MSP Group! We’re incredibly proud of what The 20 MSP Group has become – a genuine community of peers who actively support and help each other win.
Do we want to build a premier national MSP? Yes. Do we also want to keep growing The 20 MSP Group and providing small and mid-sized MSPs with the tools and resources they need to succeed? Yes!
In short, we want to keep both projects going, and have no interest in sacrificing one for the other.
The Bottom Line
If you become a member of The 20 MSP Group, you’ll get an awesome tool stack, powerful processes for everything from sales to service delivery, and the warmest and most supportive community in the MSP space.
What you won’t get is pressure to sell.
If you decide you want to sell your MSP, we have a proven process in place to acquire and integrate your company. But if you decide you don’t want to sell, we won’t try to change your mind. It’s your business, your call.
We hope this clears some things up and dispels any rumors that we only want members so we can buy them.
Is Your MSP Coming to VISION ’23?
Stay tuned for more M&A news from The 20, and don’t forget to register for VISION ’23, our annual event for growth-minded MSPs. You don’t have to be a member of The 20 MSP Group to attend VISION, but you do need a ticket, so click the link below to register and get ready for a conference experience like nothing else in the channel.
VISION ’23 is all about taking an MSP from good to great. To celebrate this theme, we’re sharing ”VISIONs of Greatness” with the MSP community: stories from outside the IT space that shine a light on what it means to be great.
In this VISION of Greatness, find out how Kobe Bryant not only changed basketball, but basketball … shoes.
The Denver Nuggets just defeated the Miami Heat in the 77th NBA Finals. The very first finals were back in 1947, and if you look at footage of that series, it’s almost like you’re watching a different sport.
It’s not that those guys didn’t have game, because they did. It’s just … well, things change. The game of basketball has, like most human endeavors, come a long way since the middle of the 20th century. Heck, it’s come a long way since 2003. Just look up a picture of the 2003 NBA draft class … Those baggy suits!
But what about shoes?
Surely those haven’t changed much in the last couple decades – right?
Wrong. Check out NBA games from 2005, even 2010, and you know what you’ll see on players’ feet? High-tops.
The supposedly ankle-protecting high-tops of the early 2000s have given way to the sleek, low-top sneakers favored by today’s players.
So, what happened? In short, Kobe Bryant noticed something.
The Beautiful Shoe
Since Kobe Bean Bryant’s sudden and tragic death in 2020, people from every corner of the basketball world have come forward with their own Kobe stories. Here’s a good one:
A lot of people don’t know this, but Kobe grew up in Italy and spoke fluent Italian. During his time abroad, he fell in love with two sports: basketball and football.
No, not that football. The other one. With the feet. What a lot of folks around the world call “The Beautiful Game.”
Kobe pursued a career in one sport, but never lost his interest in the other.
It’s 2008. Kobe has a meeting with Nike’s design team to discuss his latest signature show, the Kobe IV.
Nike has ideas, prototypes.
But Kobe doesn’t like what they show him. In fact, he wants them to go in an entirely different direction: lower.
You see, Kobe had noticed something watching soccer: no one wore high-tops. That got him thinking. Maybe all that so-called ‘ankle support’ is just dead weight … Maybe it was time for a low-top b-ball shoe …
Nike’s creative director was skeptical. A low-top? Really?
Months later, the Kobe IV was released, a true low-top basketball shoe.
Now, low-tops are the norm in the NBA.
The Insights
What’s the moral of the story? That low-tops are superior to high-tops?
No (and in fact, the jury’s out on whether high-tops or low-tops are better for performance and ankle health).
What this story teaches us – business owners, leaders, and anyone striving to be great – is to …
LOOK AROUND
The world is a big place and inspiration can come from anywhere.
So get out there, look around, and open yourself up to the best teacher of all: experience.
And don’t be afraid to ask: Why are things done this way? Why not that way?
This story also teaches us to …
BE BRAVE
When you notice that everyone’s doing something one way, even though you think doing it some other way would be just as good – or even better – be brave and find out if you’re right!
If you aren’t, you aren’t. Lesson learned. And if you are right, who knows …
You just might reach new heights – or lows ????.
***
If you enjoyed this piece, look out for the next “VISION of Greatness” from The 20. And don’t forget to register for VISION ’23, the MSP event of the year!
Spots are filling up fast, so secure your seat today – and get ready to take your MSP from good to GREAT!
Operation Excellence
Key Changes and Improvements at The 20
Continuous improvement. It’s a nice idea for an MSP, but difficult to implement – unless you’ve got The 20 at the helm of your operations. We’re constantly looking for ways to streamline managed services operations to give our MSP members an edge, and the last five quarters have seen some particularly exciting changes and improvements.
At our recent MSP Members Summit, The 20’s Chief Operations Officer Ken Pecot took the floor to present key advancements and set the stage for future progress. It was awesome to see how far we’ve come in such a short time, and energizing to hear Ken discuss how much farther we can go. Let’s delve into some highlights from our COO’s insightful presentation.
Support Desk Success
Our Support Desk has been firing on all cylinders and delivering exceptional results. Our close rates are up, our escalations are down, and our First Time to Touch (FTT) is the lowest it’s been in almost two years.
These improvements are due in part to the pod structure we implemented at the beginning of last year; this structure has enabled our technicians to (a) forge stronger relationships with end clients and with each other, (b) achieve a deeper understanding of end clients’ IT environments, and (c) work more efficiently and with less stress.
It’s also important to note that our talent level is at an all-time high. The managed IT services industry is a technical one, but behind every successful company there are quality people, and we’re the first to admit that our success rests on the shoulders of our incredible team.
The CX Dream Team
Our Customer Experience (CX) Team, led by Chief Experience Officer Ciera Cole, has been busy developing new ways to assist our MSP members and their end clients. We often talk about the importance of relationships to success in the MSP space, and there’s no doubt that our CX Team’s tireless efforts are at the heart of The 20’s relationship-building prowess. Simply put, they care, and do the little things – as well as the big things – to make sure our MSP members feel supported and understood.
We got to hear from this top-notch team at Summit, where they delivered important updates and reviewed exciting new opportunities. As our MSP members’ single point of contact, the CX Team has done a stellar job of building training programs and specialty groups to give our MSPs the tools and resources they need to find success in our fiercely competitive industry. At Summit, they unveiled “Co-Selling Assistance,” an exciting new program designed to help our MSPs close more deals. We can’t wait to see all the new revenue that this opportunity creates for our members!
Taking the Lead
Here at The 20, we strive to be a leader within the managed services space and to continually push the boundaries of what an MSP can do. But to blaze a trail, we need strong leaders within our company: people who care, who inspire, who come to work each day with a desire to get better – and to help others do the same.
That’s why we’re thrilled to announce the appointment of Audrey Conley as our new HR Director. With 15+ years of experience and the expertise that comes with it, Audrey is poised to help us continue nourishing a healthy company culture that values growth, development, and collaboration among our team members. A top-notch communicator and problem-solver, Audrey will work closely with our leadership team to drive strategic HR initiatives and help us attract, retain, and develop top talent.
Speaking of developing talent, we’re also proud of our pod managers and pod leaders, some of whom started out at The 20 as Tier 1 technicians. Their success affirms something we believe in strongly: potential is a powerful thing, and when you put people in an environment that fosters their growth, they will, more often than not, not only meet but exceed your expectations.
We’re on a Roll!
Last year The 20 MSP entered the M&A arena. We acquired thirteen MSPs in 2022, and seven more this year for a total of twenty deals closed, the second most in the IT services industry. Our ultimate goal is to build a premium MSP with a deep national footprint and unmatched scalability.
While our expansion is undeniably rapid, the pace is comfortable for us as we’re only acquiring MSPs that belong to The 20 MSP Group. These member MSPs have already signed on to our way of doing things – they use The 20’s tool stack, service delivery processes, business model, etc. – and so, integrating them into The 20 is a relatively straightforward and seamless undertaking.
Adding these MSPs to our growing company doesn’t just make us bigger, but better too, as every MSP we acquire brings something special to the table, including expertise that allows us to expand our offerings to bring end clients even more value. For instance, we recently launched a new password tool and an IT support program for micro-businesses and solopreneurs. These innovative offerings wouldn’t have been possible without collaboration with our new team members. Our clients and partners can expect us to continue evolving our services as we bring more MSPs – and more expertise – into our tent.
Want to know what it’s like to sell your MSP to The 20? Visit our brand-new M&A page and check out short testimonial videos featuring MSP owners who decided to sell.
The Cycle of Continuous Improvement
In an industry as competitive as managed IT services, success is less about becoming good at what you do than it is about getting better at what you do – consistently and constantly.
At Summit last week, Ken expounded on some of his core business philosophies, including the idea of driving continuous improvement through the layering of initiatives. While we’re not going to publish the details of Ken’s approach, we will share one idea that we think will inspire and motivate a lot of MSPs out there:
If you want to implement a culture of continuous improvement at your MSP business, consider taking the following tack. Start with the basics – those everyday tasks and routine processes that your MSP depends on heavily. Use documentation to define what those tasks involve, and apply critical thinking to iron out any kinks or inefficiencies. Once you’ve mastered those tasks, you can begin layering on more complex, strategic initiatives. The goal is to master these initiatives as well, so that they become a part of the “basics” – i.e., your everyday operations. But don’t stop there. Keep the cycle of improvement in motion by continuing to layer on more initiatives, thus ensuring sustained success for your MSP.
Finally, you want to make sure you’re using the right metrics to track your MSP’s progress, and identify areas in need of improvement. And remember, if you’re not striving to move forward, it won’t be long till you start falling behind!
Final Thought: Customer-Centricity for the Win!
Here at The 20 we have big plans for the rest of 2023, not least of which is the continuation of our roll-up; we have plenty of MSPs in our acquisition pipeline, and look forward to further expansion and to solidifying our national footprint.
But no matter how big we get, we’re determined not to lose sight of the very thing that has helped us grow to this point: keeping our customers happy and their businesses healthy. And as Ken reminded us all at Summit, securing customer satisfaction isn’t just about following your processes to a tee or meeting performance metrics. It’s about exercising empathy and doing your best to see things from your customers’ perspectives.
Here at The 20 we’re going ‘all in’ on this customer-centric approach, because we know that the most important part of managed services is right there in the name: service.
Join us at VISION
If you want to be the best, come to VISION ’23 this August and discover growth tactics that will blow your mind. VISION isn’t just another IT event – it’s where MSPs learn to go from good to great.
If you’re serious about growing your MSP business, join us this August at VISION and get ready to take your MSP … from good to GREAT!
In today’s hyper-competitive managed services industry, being a ‘good MSP’ is no longer good enough. Sure, good MSPs can scrape by, but true success – knock-it-out-of-the-park-and-retire-early success – is reserved for great MSPs.
That’s why we chose “from good to great” as our theme for this year’s VISION conference. MSPs that want to flourish in the coming years have to be better than good, and we’re here to help your MSP make that jump.
Don’t fall behind your competitors or spend another year treading water. You deserve success NOW, so join us at VISION this August and get ready to take your MSP … from good to great!
Want some more reasons to attend? The 20’s own Crystal Conkle and Alexis Williams are here with ten of ’em (for those who love to read, scroll down for the same content) …
Reason #1 – Spectacular Speakers
VISION conferences are known for having not-so-typical speaker lineups. Last year we heard from a retired Navy SEAL Lieutenant and the man whose life story inspired the hit film The Pursuit of Happyness.
So, who will grace the Main Stage at VISION ’23? You’ll have to stay tuned to find out, but we can promise you one thing: whoever it is will bring a whole lot more than IT wisdom to the stage!
Reason #2 – The Star
VISION ’23 is taking place at the Omni Frisco Hotel at The Star, a 91-acre entertainment district built around the Dallas Cowboys World Headquarters and 12,000-seat Ford Center. It’s the same venue as last year, and for good reason – this place rocks!
Check out the VISION ’22 highlight reel video for some awesome shots of the Omni and surrounding area.
Reason #3 – The 20
You can’t talk about VISION without talking about The 20. MSPs who belong to The 20 are growing like crazy and having a blast in the process. At VISION ’23, you can connect with our MSP members and find out what makes The 20’s approach to MSP growth so special.
Reason #4 – Community
Here at The 20, we’re all about community. So don’t come to VISION ’23 to ‘network’ – come to build real relationships and make lifelong friends!
Reason #5 – Our Sponsors
The most innovative and forward-looking companies in the channel will be at VISION ’23. Don’t miss this chance to connect with industry-leading vendors whose tools and solutions have the power to change the way your MSP does business.
Reason #6 – The Future
The MSP world moves fast, and keeping up can be tough when you’re an MSP owner who’s working alone.
So don’t work alone! Instead, join us at VISION ’23 for the latest and best information on M&A strategy, artificial intelligence, cybersecurity, and other crucial topics impacting MSPs in today’s world.
Reason #7 – The One-and-Only VISION PARTY
It’s famous – and a little infamous! – for a reason. Come to VISION ’23 and find out if it’s true what they say …
No one parties like The 20!
Reason #8 – YOU!
You work hard all year to serve your clients and bring your MSP success. Don’t you think you deserve to spend a few days reigniting your passion, connecting with peers, and having the most fun you’ve ever had on a business trip?
Reason #9 – Breakout Sessions
Sometimes the best way to break through is to break out. There will be a bevy of breakout sessions at VISION ’23, where you can get down to brass tacks with industry experts and fellow MSP owners to tackle the problems and challenges you care about most.
Reason #10 – Inspiration
MSP owners come to VISION looking for information on how to grow their business, and they leave VISION with the confidence to get out there and make it happen. Join us at VISION ’23 and get ready to take your MSP from good … to GREAT!
Thanks for reading, and don’t forget to register for VISION. See you in August!
“Is My MSP Doing Enough?”
7 Signs Your MSP Isn’t Truly Proactive
You hired a managed service provider (MSP) to take care of your company’s technology. You were told – by peers, by the internet, by your overworked IT staff, by the MSP itself – that an MSP wouldn’t just react to your IT issues in a timely manner, but prevent such issues from arising in the first place with proactive support.
It sounded wonderful – an IT provider that takes initiative to keep your IT systems running smoothly so you can focus all of your time and attention on running your business! But you’re starting to wonder …
Is the MSP I hired really doing what it promised? Is it actually proactive, or just claiming to be? Is it a managed service provider or merely … a managed service pretender?
The question is bothering you, because … well, if your MSP isn’t truly proactive, then what the heck are you paying them all that money for?
We get it. Paying for managed IT services can be scary – especially if you’re used to a break/fix support model. You don’t just want to believe or hope that your MSP is doing enough to warrant their monthly fee; you want to KNOW it.
So, to help you out, we’ve compiled seven tell-tale signs – or ‘red flags’ – that the MSP you hired isn’t truly proactive. If one or more of these resonates, you just might have a managed service pretender on your hands – and on your payroll.
Red Flag #1 – You’re Reading This Blog Post
The very fact that you’re reading these words suggests that your MSP might be underachieving or cutting corners. That’s because a good MSP will take such good care of your technology, it’ll be obvious. We’re talking noticeably less downtime, noticeably fewer IT headaches, and noticeably smarter and more highly customized solutions.
The key word here is “noticeably” – regardless of your own IT knowledge (or lack thereof), if you’re having trouble telling whether your MSP is proactively supporting your business, there’s a good chance they’re not.
This is all the more true because a genuinely proactive MSP will let you know about the work they’re doing behind the scenes, and show you the value of their services. If you find yourself wondering what you’re paying your MSP to do all day, it could indicate an issue with service, transparency, or both.
Red Flag #2 – You Got ‘A Really Good Deal!’
If you hired a “budget-friendly” MSP, it’s likely you’re not receiving bona fide proactive support. Keep in mind, proactive services are resource-intensive. Around-the-clock monitoring, 24/7 live support, state-of-the-art cybersecurity tools, customized solutions – these things take time and money, and an MSP that charges a low rate may struggle to cover the costs associated with these higher-value offerings.
And while it’s difficult to make firm generalizations about monthly costs and quality of service, if your MSP is on the cheaper end of the spectrum (< $150/month/user), they may not have the necessary funds to provide the comprehensive, proactive support your company requires.
Curious to learn more about MSP pricing? Check out our recent blog post on that very topic.
Red Flag #3 – Your MSP is a Save-the-Day-er
A proactive MSP will come to you with preventative solutions and anticipatory measures. In stark contrast, a reactive MSP will generally get in touch only when things have gone wrong and you’re in dire need of help. They leap into action to put out the fire and save the day, hoping you won’t start asking tough questions like: Why are there so many fires? Isn’t it your job to prevent IT disasters?
Ask these tough questions. This is your business, and you deserve to work with an MSP that’s more interested in preventing problems behind the scenes than it is solving them in the spotlight.
Red Flag #4 – Your MSP is a Stranger
A proactive MSP acts as a true business partner, regularly communicating with you about your organization. If your MSP doesn’t schedule regular meetings (such as QBRs), it may be time to address the lack of communication and seek a resolution – or consider finding a new MSP if the issue persists. Consistent meetings with your MSP are crucial to ensure they are keeping up with your evolving IT needs and proactively addressing any issues you’re facing as a company.
Red Flag #5 – Your Software is Outdated
If your company is operating with outdated software (or hardware), you have a right to know why your MSP isn’t playing a more proactive role in keeping your systems and programs up-to-date. Outdated software not only hampers your organization’s productivity, but also poses a security risk.
A proactive MSP makes sure that your software is up-to-date, and ideally, will enlist automation to take care of routine updates and upgrades. Frankly, it’s just not worth paying for managed services if you have to take the lead on something as basic as software updates.
Reason #6 – Downtime’s Got You Down
If your organization is experiencing frequent IT issues – especially those severe enough to cause downtime – it might be time to have a frank conversation with your MSP.
An MSP’s primary responsibility is right there in the name: a managed service provider is supposed to manage your IT. This means taking a proactive approach to prevent problems before they occur, not simply reacting to them after the fact.
So, if you find that your technology is consistently malfunctioning, it’s a pretty clear sign that your MSP isn’t living up to its name. A truly proactive MSP should be expected to stay on top of things and prevent IT issues from occurring – or at the very least, from turning into major problems for your business.
Wondering how much all that downtime is costing your business? Read up on “The Cost of IT Downtime.”
Red Flag #7 – Your Business is Stagnant
Does working with a proactive MSP guarantee that your business will take off and that you’ll experience success beyond your wildest dreams?
Absolutely not – the “M” in MSP doesn’t stand for magic! And while having a strong IT infrastructure is crucial in today’s business world, it’s by no means enough. Achieving growth and success requires much more than just good technology; you need a solid business idea, capable employees, a great product or service, a strong company culture, a sound business plan – the list goes on.
That said, if your business is struggling overall – if growth is slow or non-existent and you’re failing to keep up with the needs of your customers – it may be indicative of an underlying problem with your MSP. A proactive and professional MSP should not only provide you with better technology, but also help you meet your business goals and objectives.
Final Thought – Take Charge!
If you’re worried about whether your MSP is truly proactive, the best thing to do is get proactive yourself. Take the initiative to get to the bottom of any concerns you have so you can determine whether your current MSP is delivering the value you deserve – and are paying for! If they’re not, it’s time to take action and find an MSP that will.
Here at The 20 MSP, we pride ourselves on being proactive in every sense of the word and providing our clients with the support they need to thrive. If you’re looking for an MSP that will go the extra mile to ensure your success, get in touch with us today to schedule a free IT consultation.
And in the meantime, check out this one-page flyer on password strength for valuable information for you and your team – information that could save your company from a cyberattack. You don’t have to fill out a form or download anything; just click the link and discover how long it would take hackers to guess YOUR password.
More Value Than You Think
5 Reasons Why Managed IT Services Pay for Themselves – and Then Some!
Are you a small to medium-sized business considering working with a Managed Service Provider (MSP)? Maybe you’ve heard about MSPs – how they can take over all IT-related tasks at your organization, not only saving you loads of time and money, but also, driving your business forward with better, faster, and more cost-effective technology. It sounds great, and you’re definitely curious, but …
At a glance, it looks pricey! Your budget is limited, and besides, is working with an MSP really all it’s cracked up to be?
Let’s talk about that, and get to the bottom of your burning question: How much value do managed IT services really bring to a small business like mine?
If you’re pressed for time and already convinced that working with an MSP is the best option for your business, you can skip ahead to the last section – “Getting Concrete” – where we talk about specific monthly fees and what they entail.
The Rise of Managed IT Services
First, a little history lesson (don’t worry – it’ll be short and sweet). Managed IT Services haven’t always been a thing. In the 90s, the idea of a Managed Service Provider was primarily that – an idea. IT support, on the whole, followed the “break/fix” model: if your computers break, you call your IT provider, who charges you – usually by the hour – to fix the problem.
But as computing technology took off, managing IT became an exponentially more complicated affair, and a lot of companies found themselves dissatisfied with traditional break/fix support – and unable to afford what was then the only alternative: building a large, in-house IT team.
IT providers saw what was happening, and the idea of a Managed Service Provider – an outsourced IT department that takes care of most (if not all) of an organization’s IT tasks – went from being an idea to a gigantic industry. MSPs met a very real demand, as the numbers show:
The global MSP market is expected to grow to a staggering $557 billion by 2028 (it was valued at $243 billion in 2021).
A 2022 survey found that 88% of SMEs (small and medium-sized enterprises) surveyed were working with an MSP or considering one.
It’s like they say, people vote with their feet, and it’s clear that businesses of all sizes are migrating to managed services. But you’re not going to do something just because everyone else is. You don’t follow trends, you follow reason – and you need to see some reasons why working with an MSP isn’t just trendy, but a great business decision.
So, without further ado, here are five reasons why managed IT services pay for themselves – and then some!
Reason #1 – Soft Costs
The value of working with an MSP is often most apparent when you consider the cost of not working with one. A big chunk of that cost comes from “soft costs,” which are difficult to measure precisely, but that doesn’t make them any less real. So, what are soft costs, exactly?
The “hard cost” of getting IT support is what you pay for that support. “Soft costs,” on the other hand, are the costs that arise from unreliable or inadequate technology – as well as from an unreliable or inadequate IT provider!
Businesses that are still working with break/fix IT providers or relying on a small in-house IT team often feel like they’re saving money on IT support compared to their competitors who’ve opted for managed services. But this is generally because they’re drastically underestimating the “soft costs” of their decision – or ignoring them altogether!
But soft costs are no joke …
Downtime
Data loss
Cyberattacks (and the accompanying reputational damage)
Outdated tech
Sluggish response times from your IT provider and the ensuing loss of productivity
The many costs associated with hiring in-house IT staff (training alone is a doozy!)
Bottom line – underestimate the soft costs of not working with an MSP at your own peril, because they add up and can really hurt your bottom line.
Reason #2 – Downtime
Downtime, defined as the period of time when your business (or a significant part of it) can’t operate because of technological failure, is considered a soft cost, but it’s anything but soft – downtime hits harder than a wrecking ball at a Jenga party!
We devoted an entire blog post to the cost of downtime (check it out), because it’s something business owners tend to forget about when making decisions about their IT budget.
A study by Gartner found that the average cost of downtime is $5,600 per minute – yes, per minute. That average is certainly skewed by the colossal losses gigantic corporations experience due to downtime, but don’t think for one second that downtime won’t be a killer for your small to medium-sized business. A recent study found that downtime costs SMBs an average of $12,500 per hour. Yikes is right!
OK, you might be thinking, downtime sucks, but who’s to say that working with MSP is really going to reduce my company’s downtime?
This is a great question, and it brings up a crucial difference between MSPs and break/fix providers: MSPs are proactive whereas break/fix providers are reactive. Instead of responding to your IT issues after they’ve arisen, MSPs proactively monitor your entire IT environment to prevent issues from arising in the first place – or, at the very least, to prevent small issues from turning into big ones that bring your business to a grinding halt.
Plus, a good MSP will clearly state how much uptime they guarantee in their Service Level Agreement (SLA). So, if you’re considering hiring a particular MSP, make sure that you’re getting an acceptable level of guaranteed uptime in writing.
Reason #3 – Alignment
This one is huge – the reason behind the other reasons. So, what is alignment? It’s the extent to which your goals and objectives line up with those of your IT provider. Does your IT provider want – and work hard to achieve – the same things you want?
First, let’s consider what it is you want in regard to technology. If you’re like most business owners we encounter, you just want your technology to work! Increased efficiency and productivity, next-level cybersecurity, elevated expertise – those aspects of working with an MSP sound cool, but what really matters to you is that your computers do what they’re supposed to, and never slow you down.
Now, let’s consider what break/fix providers want vs. what MSPs want in regard to your technology.
Does a break/fix provider want your technology to work perfectly? Of course not! The reason is right there in the term “break/fix” – if your computers don’t break, these companies have nothing to fix, and thus, no source of revenue. What’s more, when you do experience IT issues, break/fix companies aren’t incentivized to solve the problem quickly, as they generally charge by the hour. They take their dear, sweet time because it makes them more money!
A good MSP, in stark contrast to a break/fix outfit, is deeply incentivized to prevent problems and keep your network and systems up and running. Why’s that?
Pricing! MSPs offer different pricing models, but the best MSPs – in our opinion – offer some form of all-inclusive, flat-rate pricing. That’s what it sounds like: you get comprehensive IT support for a fixed fee (usually monthly). Not-so-good MSPs will say their services are all-inclusive, but don’t just take their word for it; look closely at any contract before signing to see what, if anything, the MSP considers “out of scope” labor (i.e., something you have to pay extra for, above and beyond your monthly fee). Here at The 20, we pride ourselves on our truly flat – not ‘kinda flat’ – pricing model.
OK, linking this back to alignment: MSPs with truly flat-rate pricing don’t want to be constantly fixing problems because doing so makes them no money, and MSPs are businesses too. The better your technology works, the better the MSP’s margin. In short, a good MSP is on your side!
That’s alignment, and it’s a beautiful thing.
Reason #4 – Technological Change
MSPs, in addition to keeping your current technology stack in good working order, can also help you adopt newer, faster, and more cost-effective IT solutions and tools.
You might be thinking: But I’m not a ‘techie’ – I don’t need the latest shiny tools. I just want stuff that works!
We hear you, but remember, upgrading and evolving your technology isn’t about keeping up with the Joneses – it’s about making more money! Most business owners are surprised to learn that they could achieve significant savings simply by replacing their old PCs with newer models. A study conducted by Pan-Asia found that replacing PCs older than four years actually saves a business money; PCs older than four years require so many repairs and undermine productivity to such an extent, it’s cheaper to simply get rid of them!
But you’re busy, and besides, you’re not sure if newer machines will work well with your business applications …
Exactly! That’s why an MSP is such a boon for small business owners. Your MSP is your very own outsourced IT department. We figure out the ins and outs of technology upgrades for you, using our expertise to find technology that helps your business operate more efficiently and profitably. Good luck finding a break/fix company that does that, or hiring a large enough team of in-house experts with a top-tier MSP’s level of expertise.
Reason #5 – Security
How does the cybersecurity you get from a quality MSP compare to the cybersecurity you get from a break/fix company or a small, in-house IT team (1 to 5 people)?
In short, there’s no comparison! A quality MSP will provide top-of-the-line cybersecurity tools and training, and proactively monitor your entire IT environment 24/7 to catch threats and breaches before they turn into business-destroying disasters.
And yes, cybercriminals do target small businesses like yours. A recent study revealed that 61% of SMBs have experienced a cyberattack over the past year. Truth is, threat actors are coming after ‘the little guy’ more and more, because they know that most small businesses have major gaps in their defenses.
Does working with an MSP cost a little more up front than a break/fix provider? Generally, yes. But if you get hit with a cyberattack because there’s no one looking after your network, you’ll wish you’d spent a little more to prevent the worst from happening. That’s because cyberattacks are devastating to small businesses – nearly two-thirds of SMBs close up shop within six months of a breach!
Getting Concrete
Maybe you’re ready to work with an MSP, which raises the question – which one? Obviously, price is a major consideration, but remember, with managed IT services, as with anything else, you get what you pay for. In fact, when it comes to managed IT services, skimping can backfire in a big way. But what constitutes ‘skimping’? How much are managed IT services typically?
MSPs offer a wide range of pricing levels and structures, but generally speaking, you should expect to pay between $100 and $300 per user per month. A “user” is anyone who consistently uses the technology at your company, so for practical purposes, user = employee.
A lot of small businesses are reluctant to make the switch to managed services, and this can push them into going with the cheapest option (something close to the $100/user/month end of the spectrum).
But here’s the problem: in our experience talking to thousands of small business owners, MSPs that charge so little tend not to engage in the sort of proactive support that makes managed IT services worth it in the first place. Why not? Because if they did – if they actually put in the time and energy that proactive support requires – they wouldn’t make any money!
In other words, there’s a threshold somewhere in the neighborhood of $150/user/month. In order to truly reap the benefits of working with an MSP, you have to spend enough to secure proactive support. If you skimp, you might save a little on “hard costs,” but those savings will be wiped out by the “soft costs” that inevitably arise when you go with a “cheap MSP.”
We understand that switching to managed services can be scary – change always is! But if you’re going to make the switch, don’t let your fear get in the way of making a good decision. Instead of looking for the cheapest MSP, look for the one that has …
Clear, predictable, and truly flat-rate pricing
Comprehensive and proactive services
A proven track record of client success
This last point cannot be overlooked. It’s one thing to hear about how great an MSP is from the MSP itself, and a whole other thing to hear it from the MSP’s clients. An MSP is supposed to be a true business partner that helps clients operate more efficiently and profitably. If an MSP regularly helps its clients win, you’d better believe those clients are going to sing the MSP’s praises!
If you do your research and find a quality MSP to work with, you’re going to find out why so many small and medium-sized businesses pay for managed IT services …
Because they pay for themselves and then some!
Top 10 Reasons to Sponsor VISION ’23!
You’re a company in the IT space looking to differentiate your products and services, expand your network, boost brand awareness, and have a generally kick-a** 2023.
But which events should you sponsor? You need to get out there and show the channel what you’re all about, but with so many IT conferences to choose from, it’s hard to know where you’ll get the highest ‘return on your investment.’
In this blog post, we’re going to give you 10 reasons why VISION ’23 should be at the top of your list of ‘events to sponsor in 2023.’ Happy reading!
Reason #1 – A Not-So-Typical Speaker Line-up
We put a lot of thought into the VISION speaker line-up each year, because we know how powerful it can be to hear the right message from the right person at the right time.
And finding ‘the right speakers’ often means going outside of the channel. Last year, VISION attendees heard from a retired Navy SEAL, the man whose life story inspired the hit film, The Pursuit of Happyness, and an Emmy-award winning reporter. And the year before that, Nick Vujicic, a motivational speaker, entrepreneur, and author who was born without limbs, brought the house down with an UNFORGETTABLE presentation that left very few eyes dry.
We haven’t yet announced the keynotes for this year’s event, but you’d better believe they’re going to bring a lot more than IT wisdom to the stage.
Reason #2 – The Star
VISION ’23 is taking place at the Omni Frisco Hotel at The Star, a 91-acre entertainment district built around the Dallas Cowboys World Headquarters and 12,000-seat Ford Center. Last year’s event also took place at the Omni, which raises the question – why go back?
Simply put, because this sh*t is awesome! The Omni is a world-class hotel, and The Star is like a giant playground for adults, with restaurants, shops, and a hoppin’ night life. As a sponsor of VISION ’23, you can count on the larger-than-life venue to put attendees – including potential customers – in a great mood and ready to connect.
Reason #3 – The Future
OK, let’s get serious and talk about the state of the MSP industry. Things are changing, and they’re changing fast. M&A activity is sweeping through the industry and changing the IT landscape in major ways, including by paving the way for the emergence of ‘super-MSPs’ with national footprints.
This has a lot of MSPs feeling nervous and eager to grow and evolve to stay relevant and competitive. In other words, there has never been a better time to generate leads and attract new customers. The MSPs that attend VISION have their eyes firmly on the future, and sponsoring VISION is a great way to make sure that they see your company and all it has to offer.
Reason #4 – Visibility
Sponsoring any IT event is going to help with brand awareness, but VISION isn’t just “any IT event.”
First, it’s big! We attract hundreds of MSPs from all across North America and a slew of industry experts and thought leaders, and we pull out all the stops to put on a real show.
Second, with The 20’s world-class marketing team working hard to promote the event, our sponsors can count on getting plenty of love and attention not only during VISION, but before and after it too. We love giving our sponsors shout-outs on social media, and we always follow up a VISION event with tons of post-conference marketing materials.
Bottom line – when you sponsor an event as big and bold as VISION, you catapult your brand into rarefied air. Last year, industry-leading companies like MSP360, Kaseya, Huntress, BLOKWORX, and HubSpot all sponsored VISION. Are you ready to put your brand name alongside these industry giants?
Reason #5 – Face-Time!
In addition to dedicated face-time with your target audience at the highly-trafficked expo, our sponsorship packages also include Main Stage and Breakout Session speaking opportunities.
It’s hard to overstate the power of getting in front of current and potential customers and sharing your knowledge with them face to face. Remember, companies don’t buy from companies; people buy from people! And if your audience can associate a face with your company name, it will do wonders for your sales, reputation, and brand identity.
So join us at VISION ’23 and show your face to the MSP community!
Reason #6 – R.A.D. Content
Let’s talk content. We strive to bring VISION attendees seriously R.A.D. content – content that’s remarkable, actionable, and distinctive. And judging by the feedback we’ve gotten from past attendees, we’re delivering the goods …
“You’re going to hear things that blow your mind.”
“You just can’t miss this because there’s nowhere else you’re going to get this type of information.”
“Every time I come to an event for The 20, I leave with something that I can turn into revenue for my business within 30 days.”
Sponsoring VISION ’23 isn’t just a great way to educate potential customers on your products and services; it’s also a great way to learn about what other innovative companies are doing to stay ahead of the curve.
Reason #7 – Your product/service rocks!
As mentioned, MSPs are currently at a critical juncture: grow and survive, or stagnate and perish. If you believe in your product or service, and have confidence that it provides MSPs with real value, there’s no better place than VISION to showcase it to the MSP community.
Emalee Sugano, Director of Marketing & Strategy at BLOKWORX – one of last year’s sponsors – put it best when she said: “Our partners are always hungry for new information, and they come here to get it.”
So true! VISION is all about the future – anticipating, adapting to, and capitalizing on the latest trends and developments in the IT space. If you’re bringing something genuinely new and exciting to the market, you can count on VISION attendees to take notice and appreciate your innovative offering.
Reason #8 – ?
No, we didn’t forget to finish writing this blog post. Reason #8 is indeed a question mark, or, more specifically, a mystery!
You can’t talk about VISION without talking about the company that hosts the event – The 20.
The 20 is a company founded by MSP owners for MSP owners. We give our MSP members the tools, processes, and resources they need to succeed in our hyper-competitive industry. And what’s really cool is our members actively work together, sharing knowledge and resources to secure a competitive edge.
It’s important to note that VISION is open to all MSPs – not just members of The 20 – but our members definitely set the tone for the event. Their camaraderie is something truly special, and first-time attendees are consistently blown away by the spirit of our MSP community.
So what does this have to do with you? In short, a lot! Sponsoring an event is a chance to make new connections, and we’re confident that you won’t find a better place to do that than VISION.
Take it from Jimmy Hatzell, VP of Revenue for Quickpass Cybersecurity, one of last year’s sponsors: “Everyone’s really excited and there’s a super positive atmosphere, which is nice, because you go to a lot of IT conferences, a lot of shows, people are bored. They’ve been in sessions all day. That’s totally not the vibe here at all!”
Reason #10 – FUN!
It’s no secret that we like having fun here at The 20, and our annual VISION conference reflects that. It’s less a conference than a celebration, and we just love seeing MSP owners come together and share stories, laughs, and tricks of the trade. It’s a human thing, and it’s beautiful.
So there’s a very serious reason for all the fun at VISION – for the live music and drinks at the Rooftop Welcome Reception, for the Happy Hour out on Tostitos Championship Plaza, for the one-and-only VISION PARTY.
And that reason is simple.
Having fun doesn’t just help us succeed.
It IS success.
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There you have it – the top 10 reasons to become a sponsor of VISION ’23, the premier MSP event of the year.
If you’re interested in becoming a sponsor, get in touch with us today because SPOTS ARE FILLING UP FAST – especially with VISION taking place a few months earlier than usual this year.
Click here to get in touch and schedule your call with our Vendor Relations Manager.
