In one of my podcast episodes, I had the pleasure of speaking with Tracie Crites, a dynamic leader in the MSP space with extensive experience in training and technology. Tracie shared her unique insights on how MSPs can transform their operations to stay competitive in today’s rapidly evolving tech landscape. From strengthening vendor relationships to leveraging AI and focusing on human-centered security training, here are five essential takeaways from Tracie that every MSP should implement to take their business to the next level.
1. Strengthen Vendor Partnerships for Collaborative Growth
One of the most powerful points Tracie made during our conversation was the importance of building strong, collaborative relationships with vendors. She highlighted how MSPs can benefit by finding common ground with their vendors—not just focusing on sales but learning from each other and working together for mutual success. Tracie explained that MSPs should think of their vendor relationships as partnerships rather than transactional engagements. By building trust and open communication, MSPs can gain valuable insights, access to better tools, and innovative resources that help elevate service delivery. This collaborative approach creates a more resilient business model and enhances value for both the MSP and the vendor.
2. Leverage AI for Efficiency While Prioritizing Human-Centered Solutions
AI is transforming many industries, and MSPs are no exception. Tracie emphasized that while AI tools can significantly improve efficiency, it’s essential to focus on the human element of AI. She pointed out how businesses are quickly adopting AI for automation and optimization, but without proper training on its responsible use, AI could introduce new vulnerabilities—especially in the realm of cybersecurity. Tracie’s team at BSN is addressing this gap by offering AI training that teaches MSPs not only how to use AI tools for improved productivity but also how to safeguard against potential risks. By integrating both technological innovation and human awareness, MSPs can use AI to drive positive change while ensuring their teams remain proactive and secure.
3. Implement Effective Security Awareness Training
Security is a top priority for MSPs and their clients, but as Tracie pointed out, traditional security awareness training often fails to engage employees effectively. Tracie and her team have worked to create training programs that go beyond simple compliance. Her approach involves making training more engaging and tailored to the needs of end users, ensuring they understand how to avoid risks and identify threats such as phishing or suspicious emails. Tracie’s emphasis on empowering employees with the knowledge to protect themselves—not through fear but through practical, actionable steps—is key to reducing human error, which is responsible for over 90% of security breaches. MSPs should focus on cultivating a security-first culture by providing ongoing, engaging training that keeps employees informed and motivated.
4. Stay Nimble and Evolve with Industry Changes
In our fast-paced tech environment, staying agile is critical. Tracie emphasized the importance of evolving as an MSP, noting that staying ahead of technological advancements is key to remaining competitive. The rapid pace of change in the industry requires MSPs to be nimble and proactive, continually seeking out new ways to improve operations and offer more value to clients. Tracie’s own approach at BSN focuses on constant innovation—whether through the release of new training programs or adapting to the latest industry trends. MSPs should foster a culture of continuous learning and adaptability to ensure that their business is always positioned to thrive, no matter how quickly the market shifts.
5. Empower Clients with the Right Tools and Knowledge
Ultimately, MSPs exist to empower their clients by providing tools, services, and solutions that help businesses grow and succeed. Tracie discussed how important it is for MSPs to not only deliver technical services but to also ensure that clients understand and leverage the tools at their disposal. Whether it’s through AI, security training, or business productivity tools, MSPs should prioritize educating their clients, so they are fully equipped to take advantage of the solutions provided. Tracie’s focus on the human side of technology means that MSPs should go beyond just offering tech solutions—they should be partners in ensuring that clients understand how to use those solutions to their full potential, thereby improving business efficiency and security.
Tracie Crites’ insights provide a roadmap for MSPs who want to not only keep up but thrive in a competitive landscape. By strengthening vendor relationships, embracing human-centered AI, prioritizing engaging security training, staying agile, and empowering clients, MSPs can transform their operations and build a more resilient, client-focused business. These strategies go beyond just surviving—they enable MSPs to lead in an industry that’s constantly evolving. Be sure to listen to the full podcast for even more actionable advice from Tracie Crites.