“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!

At a VISION event, you can expect the unexpected, whether that’s a DeLorean DMC-12, an impromptu charitable donation from one of the most influential CEOs in the channel, or a spontaneous appearance by an NFL star.

Reason #9 – The 20

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.

***

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.

We hope to see you in August!

Never Too Late

The Story of One Woman’s Incredible IT Journey

Growing up, Patricia Ordóñez was always good at math.

One day, a teacher who’d noticed Patricia’s abilities pulled her aside and asked her to work on special, more advanced math problems during recess. That was a nice moment for Patricia — even if it meant missing out on recess!

Fast forward to the ’80s. Patricia’s a first-year student at Johns Hopkins University with plans to study computer science or electrical engineering. She signs up for an intro course, and, in a class filled mostly with male students, finds the courage to ask a question. The professor looks at her and says six words that Patricia will always remember: “You should know that by now.”

Patricia was a bit behind her classmates because they grew up with personal computers, and she didn’t. This wasn’t her fault, but that didn’t make her professor’s words sting any less.

If this were a movie, this would be the part where Patricia studies really hard to catch up to her classmates, prove her professor wrong, and earn an ‘A.’ But it’s no movie; it’s a true story. Patricia studies hard, but ends up with the first ‘C’ of her life. She drops the program and switches her major to foreign languages.

Now, this might seem like an odd story to share during Women’s History Month, which is supposed to be about celebrating women’s achievements. But remember, it’s also about recognizing women’s struggles. Plus, there’s more to Patricia’s story, so keep reading till the end …

Our Stories

The theme of Women’s History Month this year is “Celebrating Women Who Tell Our Stories.” Notice that it’s our stories, not their stories. Women’s stories are human stories — everyone’s stories. The lessons they contain hold universal value. Take Patricia’s story …

Mentors Matter

Did Patricia decide to take a computer science course in college simply because one teacher once asked her to do math during recess? Probably not, but it’s not a stretch to think that her experience in grade school played a part. Being recognized, encouraged, seen — these things matter. Patricia’s experience reminds us: when someone — a teacher, parent, coach, whoever — takes you under their wing, it can have a monumental impact.

So, to all the women out there pursuing, or thinking about pursuing, a career in IT (or any other STEM field), seek out mentors. This is common advice for good reason: mentors rock!

Did you know …

Women who were mentored are 27% more likely to remain in tech than women who weren’t mentored.

It’s Important to Know How When to Take Negative Feedback

Google “advice for women in tech” and you’re bound to run into a familiar bit of wisdom: Learn how to take criticism, negative feedback, etc.

This isn’t bad advice per se. Being successful in the fast-moving and ever-changing IT world means staying curious. Staying curious means trying new things. Trying new things means sometimes failing. If you can’t take criticism, you’re going to have a tough time in the IT space, regardless of your gender.

That said, there are times when it’s better not to take negative feedback — times when it’s better to ignore criticism altogether.

Take Patricia, for instance. She would have been better off tuning out her professor’s unkind words. Of course that’s easier said than done, but the point remains: sometimes it’s a good idea to reject or ignore criticism, especially when that criticism is coming from a place of anger, superiority, impatience, etc.

When it comes to feedback, a quote from Bruce Lee proves to be a terrific motto: Absorb what is useful. Discard what is not.

Start Where You Are

Patricia started her college studies without ever having owned a personal computer. This meant she was behind many of her male classmates in terms of computer science knowledge. Her professor, instead of allowing her to start from where she was, shamed her for not being further along. You should know that by now.

This could have been tragic, as it could have prevented Patricia from pursuing her passion for computer science.

This could have been tragic, as it punished Patricia for something that wasn’t her fault — not growing up with her own computer.

This could have been tragic, as it asked Patricia to feel bad about something she couldn’t change, instead of encouraging her to feel optimistic about the future and the things she could change.

This could have been tragic, but it wasn’t, because Patricia’s journey in technology didn’t end in college. More than a decade after taking that intro class, years into a career that had nothing to do with computer science, Patricia got herself a mentor and was accepted by a PhD program in computer science.

Was Patricia behind some of the other doctoral students when she enrolled in the PhD program? Certainly. But this time round, she decided to start where she was, tune out negativity, and commit to continuous learning and improvement. The result?

Dr. Ordóñez is now an associate professor of computer science at the University of Maryland Baltimore County.

Happy Women’s History Month!

Black Voices in Tech

Three Lessons from Three Key Figures

It’s Black History Month, a time for recognizing, remembering, and celebrating the achievements, struggles, and contributions of black individuals throughout history. Studying black history reminds us of the pivotal roles played by black people in shaping the world as we know it, and this applies as much to the technology fields as it does to any other area.

In this blog post, we will discuss and celebrate three black individuals whose impact on technology is undeniable. The three technologists we’re discussing—Mark Dean, Dr. James E. West, and Dr. Shirley Ann Jackson—are all still alive, and we honor them by not only celebrating their achievements, but also, by drawing ‘lessons for the future’ from their lives and careers.

Mark Dean, Computer Scientist & Engineer

With more than forty patents to his name, computer scientist Mark Dean is the epitome of an innovator. After earning his degree in electrical engineering, Dean joined IBM, where his brilliance and leadership skills landed him the position of chief engineer. Dean flourished in the role; he played a pivotal part on the twelve-person team that created IBM’s first PC, he pioneered the technology behind color PC monitors, and he helped invent the first gigahertz microprocessor.

Dean’s current work aims at nothing less than a total paradigm shift in computing technology. He recently shared that he’s “looking to develop an alternative computing architecture leveraging what we know about neuroscience and brain structures.” This project seeks to “move from a traditional ‘programming’ paradigm to a ‘learning’ paradigm.”

What this brilliant thinker teaches us …

Dean has faced resistance, doubters, and racial discrimination throughout his career, but hasn’t let the naysayers undermine his self-confidence. His strategy for not letting others slow him down: “I ignored the people attempting to block my progress.”

In our age of social media, where so much energy and time is wasted on fighting small battles with strangers online, Dean’s approach to dealing with negativity is something we would all do well to emulate. If you’ve ever met Dean, or watched an interview with him, one of the first things you’ll notice is how happy he seems; always smiling, exuding warmth and enthusiasm, Dean is living proof that attitude is everything on the road to success. Well, maybe not everything—having Dean’s smarts doesn’t hurt either!

Dr. James E. West, Inventor & Acoustician

Good technology makes an immediate impact; great technology makes a lasting one. By this measure, scientist, engineer, and electroacoustics expert Dr. James E. West is responsible for co-inventing something truly great: the electret microphone. The technology, which Dr. West developed as an employee of Bell Labs, revolutionized the audio industry by making high-quality condenser microphones much cheaper to produce. And get this—the invention is still used in 90% of microphones today, a testament to the efficiency and simplicity of Dr. West’s original design.

Not only has Dr. West pioneered game-changing electroacoustic technology, he has also worked relentlessly to promote diversity in STEM. In addition to spending countless hours mentoring, he helped convince Bell Lab’s board of directors to create the Corporate Research Fellowship Program, which funded, mentored, and graduated hundreds of women and minority PhD students.

What this selfless innovator teaches us …

In a recent interview, Dr. West spoke candidly on how his parents felt about his decision to enter the field of physics. “I very definitely disappointed them when I switched my major from pre-med to physics.” You might think that Dr. West resented—or still resents—his parents for disagreeing with his decision to pursue his passion, but that’s not the case at all. In the same interview, Dr. West said, “I can’t blame them, because at that time, preacher/teacher/doctor/lawyer were the main professions blacks were permitted to enter.”

There are really two lessons here. One: Don’t let other people tell you what you can and cannot do—not even your own parents. Two: Not everyone who sees things differently from you is an enemy, or the villain in ‘your story.’ Strive to empathize first and judge second, and if you succeed in your endeavors, don’t let that be an excuse to spurn the people who doubted you. That’s a positively powerful lesson that we can all benefit from!

Dr. Shirley Ann Jackson, Physicist

Learning from history is great, but sometimes, you have to make history. World-renowned physicist Dr. Shirley Ann Jackson certainly took this tack in her life and career. Dr. Jackson was the first African-American woman to earn a doctorate at MIT, and the second African-American woman in the U.S. to earn a doctorate in physics.

These achievements were just the beginning, as she went on to play a vital role at Bell Laboratories, where she conducted important research on novel semiconductor systems, and helped advance telecommunications research, laying the groundwork for the portable fax, touch-tone phone, and caller ID. She also served as the 18th president of Rensselaer Polytechnic Institute and, in 1995, was appointed Chairman of the US Nuclear Regulatory Commission by President Clinton.

In addition to having one of the most impressive resumes on the planet—the above is just a sampling of her distinctions and achievements!—Dr. Jackson has always had an eye to boosting diversity in the sciences. At MIT, she reflected on how quiet she’d been as an undergraduate, and decided that she needed to speak up on the issues of diversity and racial justice. Her efforts led to the creation of Project Interphase, a summer program that builds community among incoming first-year MIT students who belong to minority groups.

What this fearless trailblazer teaches us …

Dr. Jackson has a heartening message for all of us: “Where you are does not make who you are. And so, you start from where you start.” This is a powerful reminder to keep going, have faith in ourselves, and not let our present circumstances define us. It’s easy to fall into the trap of thinking: Because I am experiencing X now, or suffering from X now, I am destined to always experience or suffer from X. But more often than not, this simply isn’t true.

So, if you’re feeling stuck, or discouraged by where you’re at, remember Dr. Jackson’s words: Where you are does not make who you are! If your current situation doesn’t reflect your image of yourself, that just means you need time. Be patient, and whatever else you do … KEEP GOING!

Final Thought

Black History Month is as much about looking forward as it is about looking back—learning from the past and applying those lessons to creating a better, more equitable future for all. In this blog post, we looked at three black individuals whose significant contributions to technology continue to reverberate and shape our lives.

It’s interesting, and certainly no coincidence, that all three figures discussed in this post—Mark Dean, Dr. James E. West, and Dr. Shirley Ann Jackson—all share a particular character trait: They believe strongly in themselves, and focus their attention on what helps them advance, and not on the things and people who stand in the way of progress.

So let today be the day you make the choice to invest your time, energy, and attention in things that uplift, help, and inspire you. If we can all do that, we can change the world.

Getting Specific

Four ‘High-Resolution’ Resolutions for Your MSP in 2023

It’s the end of January, that time of year when gyms and produce sections get a little less crowded. Those ‘get in shape’ and ‘eat better’ resolutions are weakening. What was resolved has now all but dissolved, and many of us are right back to our old bad habits.

As an MSP owner, you likely made some New Year’s business resolutions. That’s great! But you know what’s even better? Sticking to those resolutions and actually making the changes you envisioned when the clock struck midnight and you geared up for a big 2023.

In this blog post, we’re going to talk about why people so often fail at keeping their resolutions, and then we’re going to apply what we’ve learned to help you, the MSP owner, form ‘high-resolution’ resolutions you’ll actually stick with.

The Plague of the Vague

It’s easy to form resolutions at the start of a new year, but oh-so-difficult to stick with them. This is partly due to the fact that making a to-do list is a whole lot easier than checking off the items. But there’s more to it than that …

Research shows that less than 10% of adults stick to their New Year’s resolutions for more than a few months. Although that’s not a particularly inspiring statistic, there’s a reason why people fizzle out on their goals — well, multiple reasons, but we’re going to focus on one big one here: specificity.

More precisely, most people set goals that are too big and broad. Instead of resolving to eat salad for lunch three times a week, we aim to “eat healthy” or “lose twenty pounds.” But by choosing the loftier goal, instead of the smaller, more specific goal, we sabotage our chances of success. Why’s that?

Because of how we’re wired! Human beings aren’t good at making radical, sweeping changes. But we do quite well with small, incremental changes. So if you’re already starting to slide on some of the resolutions you made for your MSP in 2023, ask yourself:

Are my goals too broad? Are my resolutions lacking in specificity?

If your resolutions are on the broad side (they probably are), change them to be more specific. To help you out, we’ve taken four New Year’s resolutions that MSPs are likely to pursue, and for each one, chiseled it down to a more manageable and specific form.

We hope these ‘higher-resolution’ resolutions give you a clearer idea of what it means to get specific with your goals.

Higher-Resolution #1 – Leverage Automation Automate Patch Management

Perhaps you resolved to leverage automation in 2023 to propel your MSP forward. Not a bad goal, but a bit vague. Instead, how about resolving to enlist automation in one or two specific areas of your MSP business? Our suggestion: automate patch management if you haven’t done so already.

With 57% of ransomware attacks stemming from unpatched software, patch management is a critical component of your security posture, and a pivotal part of protecting your clients’ data. So don’t depend on the willingness of clients to stay on top of security updates and to do so in a timely manner. Rather, automate the process so that your clients can stay a step ahead of the latest threats without having to lift a finger.

Higher-Resolution #2 – Strengthen Cybersecurity Posture Implement End User Security Awareness Training

According to Verizon, 85% of breaches involve a human element – or more simply, people getting tricked! In short, the weakest link in your MSP’s cybersecurity isn’t a piece of technology; it’s the human beings behind the technology. End users in particular are, with their dangerous downloading and careless clicking, an Achilles heel in even the most robust cybersecurity stack.

The best way to shore up your security, then, is to focus in on the weakest link: the people. Train your clients and your clients’ end users to be on the lookout for cyberattacks, especially phishing emails, which continue to wreak havoc in the business world.

Want to get even more specific? Don’t just resolve to hold training sessions, but schedule them. You can always add more – especially in response to emerging threats – but it’s good to have sessions on the calendar to get the ball rolling.

Higher-Resolution #3 – Invest in Marketing & Sales Publish One Blog Post a Week

MSPs that resolve to prioritize and invest in marketing and sales are on the right track – and a step ahead of many of their competitors. However, committing to marketing and sales is far too broad of a resolution, and we recommend replacing it with a more specific intention. There are so many possibilities for ‘specifying’ your marketing/sales goals, so think about what your MSP needs, and go from there.

But whatever resolutions you make, make them specific. Don’t, for instance, resolve to “boost your MSP’s online presence.” Instead, resolve to “boost your MSP’s online presence through regular blog posting.” Or better yet: “Boost your MSP’s online presence by publishing one blog post per week.”

It doesn’t have to be blog posting, but it has to be something – i.e., something specific that allows you to take actual steps toward bolstering your marketing and sales efforts. A resolution shouldn’t express what you want to achieve, but rather, how you want to achieve it.

Don’t have the time, energy, or expertise to level up your marketing/sales? Consider outsourcing your MSP’s marketing and/or sales efforts to a trusted firm with experience in the IT world. Handing over sales and marketing to professionals can make a world of difference, as many of The 20’s MSP members have learned, like Randy and Bill.

Higher-Resolutions #4 – Cultivate Entrepreneurial Knowledge Set Aside an Hour a Day for Learning & Reading

Did you know Warren Buffett spends five to six hours a day reading? It’s no coincidence that one of the most successful entrepreneurs and investors in human history is such a voracious reader. When it comes to sustained success in business, the name of the game is continuous learning and self-improvement. If you want to build a large and profitable MSP, take a page from Mr. Buffett’s book and set aside time each day to read, learn, and develop new skills.

The key here is to schedule it. Don’t just resolve to “read more” or “learn more”. Instead, schedule an hour (or whatever chunk of time is realistic for you) dedicated to your own intellectual growth. Your mind is your most powerful business asset, so keep it sharp in 2023 with a steady diet of written word and other educational content.

And for some good reading recommendations, check out this blog post.

Final Thought

Setting small goals isn’t as exciting as shooting for the stars, but it’s a lot more effective. If you can scale down your ambitions into bite-sized resolutions, your chances of actually sticking with your commitments go up dramatically.

And what is exciting is making real progress. So if there’s another piece of advice we have for MSP owners, it’s to track your progress. Measuring your progress provides that crucial feedback you need to stay motivated and engaged. And it’s like

Pearson’s Law (generally attributed to its namesake, the late statistician Karl Pearson) says: When performance is measured, performance improves.

Gearing up for a big 2023? Looking to grow and scale like never before? We encourage you to check out The 20. We help small and medium-sized MSPs grow, scale, and compete with much larger companies. Learn more about our game-changing approach to MSP growth here or schedule a call.

Meet Thaiza Patrone, Customer Success Manager!

Thaiza Patrone quickly became a tremendous asset to the entire team at The 20. Read below to find out more about Thaiza.

What do you do here at The 20?

I’m a Customer Success Manager which I always describe as being the Quarterback for MSPs, they let me know what needs doing and I work with our team to get it done.

Describe The 20 in three words…

more, better, faster

As a kid, what did you want to be when you grew up?

The first job I wanted was to be a veterinarian.

What’s the most challenging thing about your job?

Finding solutions that work well for the MSPs and work well internally. This is also one of the most fun parts of my job because I love creative problem-solving.

What do you consider your greatest achievement?

Being a first-generation American, my family has always had to figure things out on our own and I’m really proud of how independent I am and being able to provide for my family the way I do.

What do you think is the most important quality necessary for success?

Grit. Without a doubt, being able to continue to pick yourself up after you fail is what determines success.

What do you like most about The 20?

The people here genuinely care about each other and constantly hunger to learn and grow.

What do you like to do in your spare time? / What are your hobbies?

I love to read (fiction and non-fiction), work out, play video games, and do DIY projects around the house

Where are you going on your next vacation?

My fiancé and I are planning to take our honeymoon in Tokyo!

What is your top life hack?

Keyboard snippets! I tell everyone who types to use some sort of app or program (Macs have them in their keyboard settings) that lets you turn abbreviations into full phrases or templates. Huge time saver!

What are your favorite movies?

Moulin Rouge, Harry Potter Movies, The Batman (the new one with Robert Pattinson), and pretty much every Disney Movie.

Favorite artist/band?

I adore Taylor Swift, Panic! at the Disco, Billie Eilish, and J Balvin – according to my Spotify Wrapped

What is your favorite food?

It’s hard for me to find a food I don’t like, but I could eat at a Brazilian steakhouse for every meal of the day.

Interested in working with Thaiza at The 20? We’re hiring! Check out our Careers page for more info.

From Good to Great: Three Differences Separating Elite MSPs from Everyone Else

You run an MSP, and it’s a good MSP. And that’s great — no, wait, it’s not great. It’s good. Your employees are good. Your service is good. You’re good. But therein lies the problem …

Sometimes ‘good’ isn’t good enough — especially in an industry as competitive and crowded as managed IT services. More to the point, a good MSP doesn’t make any money!

OK, that’s a bit of an exaggeration; good MSPs make money, but there’s money, and then there’s live-the-life-you’ve-always-dreamed-of money. There’s money, and then there’s retire-early-and-ride-off-into-the-sunset money. So, who is making ‘real money’ in the MSP game?

Great MSPs, that’s who. This isn’t just some vague remark intended to motivate you, either. It’s a quantifiable fact: the best (top 25%) of MSPs are currently dominating the market — capturing the lion’s share of revenue and achieving unprecedented levels of growth and profitability. As for ‘the rest’ (the other 75% of MSPs)? Well, if you’re in that category, you already know the answer: it’s a struggle!

Truth is, most MSPs are scraping by, struggling to survive let alone grow. And, what’s more, most of these MSPs are good. Solid. Not bad. But as mentioned, that’s not going to cut it; if you want to make real money as a managed service provider, you can’t just be good. You’ve got to be great.

In this blog post, we’re going to talk about 3 Ways Great MSPs Differ from Good MSPs. But first, let’s explore a fascinating idea concerning the general difference between being good and being great — whether we’re talking about athletes, comedians, or MSP owners. This concept is a real mind-blower, so brace yourself …

Being Good is Harder than Being Great

There are a lot more good basketball players than great basketball players. Tons more good jokes than great jokes — just think of the dizzying number of groan-inducing ‘dad jokes’ being told this very moment! And finally, for every great MSP, there are a bunch of good MSPs struggling to break through to the next level.

In a word, there’s a lot more good in this world than there is great. And this is true almost by definition; to be great is to be special, rare, elite. A mountain narrows to a peak, reminding us: there’s not much room at the top.

OK, but what’s the lesson here? That turning your MSP into a great company is a statistical improbability? A pipe dream even?

No way! In fact, the lesson we can glean from the above observation is actually a very heartening and positive one. And it boils down to one simple concept: competition.

When you’re just good — i.e., when you’re ‘just another MSP’ — you face a lot more competition than you would if you were a great MSP. That’s because there are so many good MSPs, all competing against each other for the same opportunities.

Author and entrepreneur Tim Ferriss summarizes the situation perfectly when he says, “ninety-nine percent of people in the world are convinced they are incapable of achieving great things, so they aim for the mediocre. The level of competition is thus fiercest for ‘realistic’ goals, paradoxically making them the most time- and energy-consuming.”

Wow. When you settle for less, you face more — more competition, more difficulties, and more obstacles. And it’s all because most people don’t have the guts to really go for it.

So, even though it might be scarier to pursue greatness than to pursue goodness, it’s also easier in the long run, as very few people — MSP owners included — are actually willing to do it. At the end of this blog, we will discuss one reason why this truth applies particularly well to running an MSP — why running a great MSP is actually a lot easier than running a good one (hint: it has to do with scalability).

Want to learn more about why so few people are willing to pursue greatness? Check out this highly entertaining and illuminating animated video. But first, let’s get into the nitty-gritty. Here are three differences between ‘the best’ and ‘the rest’ in the MSP space. The differences, as you will see, are subtle, which means greatness is well within your reach. Your MSP can get to the next level. You’ve just got to go for it.

Difference #1: KPIs — Keeping People Informed

If you’re thinking that using metrics like Key Performance Indicators (KPIs) is the mark of a great MSP, think again. Nowadays, most MSPs use some metrics (some use too many). In short, simply tracking and measuring data at your MSP isn’t something to write home about. All good MSPs enlist metrics to measure, monitor, and improve performance.

Where great MSPs differentiate is in the way they use metrics such as KPIs to drive continual improvement. An entire book could be written on the various ways an MSP can elevate its use of metrics, so we’ll focus on just one way here: the involvement of employees, and specifically, technicians.

A great MSP not only uses a variety of metrics — financial metrics, operational metrics, system metrics, security metrics, etc. — but also, involves employees in the process.

More specifically, great MSPs keep team members in the loop; instead of being something that management looks at every so often, a great MSP’s metrics are readily accessible to employees (especially techs) on a daily basis. And it’s ideal to set up a visual representation of metrics — at least key ones — that your technicians can easily see, process, and respond to according to a ‘corrective action’ baked into the metrics themselves.

That last piece is of particular importance: your metrics need to not only reveal when there’s a problem, but also, point to a corrective measure. When metrics not only capture what has occurred, but define a path forward, you will start to see real improvements on the operations side. That’s greatness in action.

Want to revamp your MSP’s metrics program? Here’s a list of twenty metrics that MSPs ought to consider tracking.

Difference #2: Playing the Long Game

Similar to the use of metrics, marketing is no longer the mark of an elite MSP, but a standard practice that practically every MSP embraces. Well, ’embraces’ might be too strong a term; sadly, many MSPs still view marketing as a necessary evil.

Perhaps that’s why so many MSPs fail to check the most important box in their marketing to-do list: KEEP GOING! Good MSPs market, and some market quite well, enlisting a variety of channels — email, social media, video, blogs, etc. However, only great MSPs market tirelessly, which is to say — they stick with it! They don’t get discouraged when the leads don’t start rolling in right away. They push and they push and they push, making adjustments as needed, exercising patience, keeping the faith — because that’s what it takes to truly tap into marketing’s power.

Our CEO Tim Conkle, in a recent interview with CanvasRebel Magazine, spoke on why a lot of business owners struggle with this aspect of marketing: “What business owners want from marketing is for it to work like a coke machine — put a dollar in, get something sweet right away. But in reality, it could take three months for that dollar you spend on marketing to yield something.”

So take Tim’s advice and “trust the process.” It takes time to get a healthy ROI on your marketing efforts, but then again, all great things do.

Difference #3: Improvement vs. Evolution

Good MSPs improve; great MSPs evolve. This might sound like a cryptic riddle, but it actually describes a concrete difference between good and great MSPs.

Good MSPs get better at what they do, grinding out gradual improvements that add up over long periods of time. They don’t fail big, but they also don’t win big — i.e., experience huge breakthroughs that catapult them to the next level. They improve, but they don’t evolve.

Great MSPs, on the other hand, grind out gradual improvements, but also, they take risks by trying out radically new things — a new product, a new tool, a new marketing strategy, a new support desk structure. Just as biological evolution relies on mutations — sudden deviations that introduce something radically new and different — so too does evolution in business. The gap between good and great isn’t huge, but it’s hard to close without taking the occasional leap of faith.

There’s just no way to sugarcoat this. If you want to be great, you have to think big and go big, which means taking risks and trying things that scare you. Burger King didn’t just improve by adding the Impossible Whopper; Charmin didn’t just improve by embracing ‘potty humor’; Apple didn’t just improve by focusing on phones back in 2007 — No, these companies evolved. They refused to keep chugging along, getting better at what they’d always done, and instead, chose to try something entirely different.

It paid off in the end, and strategic risk-taking can do the same for your MSP.

Final Thoughts — Learn to Let Go!

The differences between good and great MSPs covered here are not vast. They’re subtle. It’s not the case that great MSPs market, and good ones don’t. It’s not the case that great MSPs use metrics, and good ones don’t. And it’s not the case that great MSPs continually improve, and good ones don’t. The differences between great and good MSPs lie in the details — not in what great MSPs do, but in how they do it: how they use metrics, how they market, how they change and improve.

That said, when you add up all the subtle differences, they get to be a lot. This is especially true if you’re a ‘one-person band.’ Implementing changes across the board is too much for one person to oversee, which is why a lot of MSPs get stuck in a ‘good’ gear, never shifting to ‘great’ — the owners are afraid to let go and hand over parts of their business to others.

But becoming a great MSP means learning to let go. It means creating scalable processes that don’t require your direct oversight and intervention. Letting go is scary, but if you can pull it off — if you can make your business scalable and less dependent on you as an individual — that’s a huge step toward getting to that next level. Moreover, your life as a business owner will become immeasurably easier once you learn to scale and hand over parts of your MSP business.

The 20 helps small and medium-sized MSPs become great with its MSP blueprint. Instead of trying to figure out a recipe for success all by yourself, you can plug into our model and start operating like an

elite MSP right away. Will joining The 20 require making some big changes to your business? Of course! But as we’ve learned, this is a good thing and a key ingredient in a recipe for greatness.

Check out this 5-minute video to learn more about what The 20 is, and how we help MSPs grow.

What a Year!

Looking Back at the The 20 in 2022 — the Wins, the Lessons, and the GROWTH

What a year it has been! 2022 saw The 20 enter the M&A arena for the first time; implement large-scale operational changes; build out a new HR department; come together with our MSP community for a 3-day conference for the ages — in short, we’ve been busy!

We’re excited for 2023 and for the challenges and opportunities it will bring, but we want to look back at the past year before we tackle our to-do list for the new year. After all, that’s what the holidays are all about — slowing down, taking a breath, and reflecting on the journey.

So join us as we take a stroll down memory lane. Let’s go over the wins, the lessons, and the growth our organization has seen this year, before we start the next chapter in our story.

The 20 by the Numbers

We’ve been busy in 2022, doing our best to continually push the frontiers of managed services so we can bring our clients game-changing IT support that drives business forward. Just how busy though? Let’s see, in 2022 we …

Closed 53,492 tickets
Hired 100+ new employees
Expanded our footprint in 12 states and entered 14 new markets
Received 5 awards
Published 37 blogs
Held 50+ webinars
Produced 40 videos
Created hundreds of new pieces of marketing collateral for MSPs
Participated in 32 events (virtual & live)
Hosted 300+ VISION attendees
Forged 5 new vendor partnerships (NetSuite, Qlik, Zomentum, MSP360, Marketopia)
Featured in over 26 articles & publications (including Canvas Rebel, MSP Today, CRN, ChannelPro Network, Channel Futures)
Acquired 13 companies

Then there are the things that can’t be easily measured — the laughs we’ve shared; the moments of excitement when our MSP members got a big win; the ideas and a-ha moments — the list goes on and on.

But behind the above numbers is one number, the importance of which cannot be overstated. That number is ONE.

The 20 started as a company devoted to helping MSP owners conquer ‘the business side’ of IT. The experiment of bringing together independent MSPs and uniting them with a single tool stack and service delivery model has been a roaring success, and although there’s no single key to that success, there’s a case to be made for one of our core values: We Win Together.

The 20 MSP Group might consist of many independent MSPs, but we are, in the truest sense of the word, a community. We are one team with one goal: providing our end clients with managed IT services that are second to none.

M&Aking it Happen

The 20 entered the M&A arena in 2022, acquiring thirteen top-notch managed service providers and making significant strides toward building the first premium MSP with coast-to-coast reach. The companies we acquired (listed below) all came from our co-op group (The 20 MSP Group), and are now part of a single MSP (The 20 MSP). Welcome to the team …

Stratocent Technologies (WA, CEO – Jim Bachaud)
Cirrus Technologies (OH, CEO – Chris Traxler)
INGRAIN IT (WI, CEO – Gary Blawat)
Monroy IT Services (TX, CEO – George Monroy)
Network Management Solutions (CA, CEO – Darren Fippin)
Peterson Technology Group (WI, CEO – Kevin Peterson)
Your IT Group (FL, CEO – Michael Vu)
WOLFGUARD IT (MT, CEO – Chris Kimbell)
BOLDER Designs (DE, CEO – John Rutkowski)
Byte-Werx (TX, CEO – Michael Wayland)
JS Computek (MO, CEO – Caleb Brown)
Code Red Networks (MI, CEO – Dennis Ward)
CSP Technologies (AZ & NC, CEO – Chris Plouffe)

M&A activity is currently red-hot in the managed services space, but our approach to consolidation is fairly unique in that the companies we’ve acquired — and will acquire — all belong to The 20 group. As members of the group, these MSPs plugged into our way of doing things — the tools, the processes, and perhaps most importantly, the people-first culture that anchors our entire operation. This means that much of the integrative work that traditional mergers require was already done when we closed the deals. As we’ve learned, because we’re already lined up, it’s easy to roll up!

We’re incredibly excited to welcome our new team members. The thirteen MSPs joining The 20 team are operationally mature companies that understand the importance of building real relationships with clients. It’s been a pleasure to watch them leverage The 20’s business model to grow into industry leaders, and an honor to bring them on board.

The future’s looking bright, and we will continue to acquire MSPs through 2023 and beyond. Next year, we expect to add two to four MSPs a month.

VISION ’22 – Our Best One Yet!

With three keynote speakers, a plethora of panel discussions, breakouts galore, an impromptu fundraiser for a good cause, and of course, an awesome party to go out with a bang, VISION ’22 exceeded even our ambitious expectations.

The 3-day conference for growth-minded MSPs took place at the beautiful Omni Frisco Hotel in the heart of The Star, a 91-acre entertainment district built around the Dallas Cowboys World Headquarters and the Ford Center. The venue and setting were so perfect, we’ve decided to go back for VISION ’23 (more info here).

We cannot express how grateful we are to the wonderful people — MSP owners, sponsors, speakers, channel pros, hotel staff — who make VISION what it is: AWESOME! A Texas-sized THANK YOU to each and every one of you.

The MSP community truly is the heart of the channel, and our unmatched camaraderie was on full display at this year’s event. If you missed out — or simply want to relive the good times — check out our VISION recap video.

Sensational Operations

We implemented some sweeping changes this year on the operational side. The impetus for much of this change was the hiring of Ken Pecot in 2021. Ken is an operational mastermind who has, since joining The 20 as our new COO, taken our efficiency and service delivery to a whole new level.

Whether it’s restructuring our support desk or sharpening our analytics and metrics, Ken has impacted The 20 in numerous and profound ways. Tim Conkle, our CEO, called the hire one of the best business decisions he’s ever made, adding: “If you’ve ever wondered how to multiply magic, it’s all about putting the right people in the right seats.”

Expect us to continue elevating our operations and evolving our service delivery as we grow and deepen our national footprint. The managed services game is all about finding new ways to help your clients succeed, and here at The 20 MSP, we’re feeling excited to keep doing exactly that.

Final Thought

The title of this blog post says it all — what a year! 2022 zoomed by, and it’s hard to believe how much has happened in just twelve months. And while we’re not sure what the future will bring, we do know this much: we have an incredible community of MSPs who work together and win together. Knowing this is enough to give us the confidence that whatever comes our way, we’ll be able to handle it.

Here’s to growing, evolving, and changing what’s possible in the MSP space!

Meet Brandon Ford, Sales Development Representative!

Brandon Ford quickly became a tremendous asset to the entire team at The 20. Read below to find out more about Brandon.

What do you do here at The 20?

I’m a sales development representative.

Describe The 20 in three words…

Industry-leading, ever-evolving, collaborative

As a kid, what did you want to be when you grew up?

Forensic Investigator

What’s the most challenging thing about your job?

The most challenging thing about my job is sometimes the rejections, but you just have to remain positive and keep pushing!

What do you consider your greatest achievement?

My greatest achievement is marrying my best friend.

What do you think is the most important quality necessary for success?

Perseverance

What do you like most about The 20?

I love the people I sit with!

What do you like to do in your spare time? / What are your hobbies?

I enjoy playing video games, watching sports, and traveling with my wife.

Where are you going on your next vacation?

Maine or Vermont

What is your top life hack?

Buy the largest size of wing stop ranch to keep in your fridge.

What are your favorite movies?

Billy Madison, Land of the Lost, Remember the Titans, and Hardball.

RIP G baby…

Favorite artist/band?

JuiceWRLD, The Weeknd, The Killers

What is your favorite food?

John’s of Bleeker Street Pizza

Interested in working with Brandon at The 20? We’re hiring! Check out our Careers page for more info.