The Turnaround Story of Seann Moreno and His MSP Journey with The 20
In 2022, Seann Moreno of Data Tech Café found himself in a predicament that many Managed Service Providers (MSPs) dread: his business was bleeding money. Day-to-day challenges had accumulated so much, simply staying afloat was becoming a huge burden. His MSP needed a turnaround – and fast.
Big Changes
Seann’s main struggle was high turnover among technical staff. Training technicians only to watch them leave drained company resources, while making it difficult to provide consistently excellent service. The problem wasn’t going to go away on its own, so Seann started thinking.
First, he took an honest look at his operations and several things became clear: he needed to overhaul his approach to managing tech support, as well as streamline client onboarding and bring documentation up to par.
Making these changes would be no small feat, but Seann understood their urgency, and in late 2022, he began exploring outsourcing Tier 1 support so he could focus on high-level projects and onboarding tasks. He explored several companies, but they either (a) lacked a US-based support desk, or (b) weren’t a good fit culturally.
1,800 Endpoints Later…
Finally, Seann met with The 20. Impressed by our team’s structured leads and 24/7 US-based support desk, he decided to test out our service with his largest and noisiest client. The transition started small, with simple tasks like password resets. But it didn’t stay small – within two months, Seann had moved 1,800 endpoints over to The 20.
The initial experiment was a success. But was Seann ready to make the full transition? Adopting our service delivery model for all his clients would be a massive undertaking, and there was still that documentation to worry about…
Despite his fears, Seann committed to the transition.
Focused on Growth
Seann’s goal in joining The 20 was clear: minimize internal Tier 1 tasks and reevaluate his team composition. By June, merely four months later, every one of his clients was fully onboarded with The 20.
The improvements came quickly and were dramatic. Leveraging The 20’s resources and support desk allowed Seann to serve more/bigger clients with fewer staff, leading to greater operational efficiency and profitability. We even helped with that pesky documentation!
From a company struggling to stay afloat with negative EBIDTA, Data Tech Café was now thriving, growing, and scaling with ease.
A huge part of Data Tech’s transformation involved a shift in focus among Seann and his leadership team. No longer bogged down by day-to-day operations (Data Tech was able to offload up to 90% of Tier 1-3 work to The 20), Seann’s senior staff could turn their full attention to high-value activities and strategic growth initiatives. And with The 20’s top-notch technical team shoring up support, Seann’s days of worrying about retaining talent were over.
“The 20 allows me to work on my business now instead of in my business…and life is great because of it.” – Seann Moreno
With The 20’s help, Seann transformed Data Tech Café into the large and profitable company he’d always dreamed of building, and in 2023, he sold that company to The 20 – a big payday and the next chapter in his MSP’s growth journey.
Seann Moreno’s story might be remarkable, but it’s not unusual. The right partnership can make all the difference for a struggling MSP. Success in this industry isn’t just about working hard; it’s about working smart – and getting help when you need it.
Grow Your MSP with The 20!
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