In a recent podcast episode, I had the pleasure of speaking with Juan Mack, an experienced MSP leader, about the challenges and opportunities in the ever-evolving managed services industry. Juan shared actionable insights that MSPs can use to strengthen their business, better serve their clients, and stay competitive. From embracing AI to fostering stronger vendor relationships, here are five key takeaways from Juan that every MSP should adopt to drive success.
1. Build Strong Vendor Relationships for Long-Term Success
Juan stressed that successful MSPs should view vendor relationships as partnerships rather than just transactional engagements. He explained how open, ongoing communication with vendors is crucial for MSPs to access the best tools and resources. Juan encourages MSPs to focus on building long-term relationships where both parties learn from each other, share feedback, and collaborate on solutions. By doing so, MSPs can ensure they’re delivering the most effective solutions to their clients and positioning themselves as trusted partners in the tech ecosystem.
2. Prioritize Cybersecurity as a Core Offering
As cybersecurity becomes increasingly important for businesses, Juan highlighted that MSPs can no longer afford to treat security as an afterthought. Today, clients expect comprehensive, proactive security measures as part of their managed IT services. Juan emphasized that MSPs need to integrate robust cybersecurity protocols, stay informed about emerging threats, and implement solutions that provide long-term protection for their clients. By prioritizing security, MSPs build trust and confidence with their clients, making it a core component of their service offering.
3. Leverage AI and Automation to Boost Efficiency
Juan spoke about the transformative potential of AI and automation in MSP operations. He pointed out that these technologies can significantly improve operational efficiency by automating repetitive tasks such as ticketing, patch management, and system monitoring. By using AI tools, MSPs can streamline their workflows, reduce manual errors, and free up time for more strategic activities. Juan encourages MSPs to stay ahead of the curve by adopting AI-driven solutions that not only enhance their internal processes but also improve service delivery to clients.
4. Engage with Clients Regularly to Build Stronger Relationships
One of Juan’s most valuable takeaways was the importance of regular client engagement. He stressed that MSPs must go beyond just solving technical issues—they need to actively communicate with their clients, understand their evolving needs, and offer valuable insights. By educating clients on the latest technology trends and potential risks, MSPs can position themselves as trusted advisors, not just service providers. Juan recommended hosting training sessions or webinars and maintaining open lines of communication to ensure clients are getting the most out of the services they receive. Building these relationships helps MSPs foster loyalty and retain clients in the long term.
5. Network and Collaborate with Other MSPs for Growth
Juan also emphasized the importance of networking and collaborating with other MSPs. Attending industry events, such as ConnectWise Secure, allows MSPs to meet peers, share best practices, and learn from each other’s experiences. Juan encouraged MSPs to take advantage of these networking opportunities to expand their professional circles, discover new business opportunities, and gain insights into how other businesses are overcoming similar challenges. By building a network of trusted peers, MSPs can access valuable resources, support, and knowledge that can help drive their success.
Juan Mack’s insights offer a clear path for MSPs to thrive in a competitive and rapidly evolving industry. By focusing on building strong vendor relationships, prioritizing cybersecurity, leveraging AI and automation, engaging with clients, and networking with peers, MSPs can position themselves for long-term success. These strategies not only help MSPs stay relevant but also ensure they are providing real value to their clients. Be sure to listen to the full podcast for even more valuable tips and advice from Juan Mack.