How outsourcing help desks can improve MSPs’ scaling efforts

Pax8 Helpdesk Blog

As a managed service provider (MSP), the ability to grow your business efficiently is critical for success. But as you attract more clients and expand your service offerings, the demands on your customer support operations increase exponentially. Meeting these demands while maintaining the highest standards of service can be daunting. To address this, many MSPs are turning to the strategic option of outsourcing their help desk operations.

Why it’s important to scale your customer support

Customer support lies at the heart of any successful MSP. As your business grows, the volume of support requests and inquiries will also grow. On average, internal IT teams receive 492 tickets per month. You need to ensure your clients still receive timely assistance to maintain customer satisfaction and loyalty.

To achieve this, you can consider various approaches such as bringing in new talent, optimizing your employees’ ability to answer tickets faster through training, deploying automation tools, and employing repeatable processes and self-service tools. However, outsourcing your help desk operations can help you scale up and down as needed, without taking on the added overhead.

Outsourcing help desk: a strategic move for MSPs

Building and managing an in-house service desk to handle the growing customer support demands can be resource-intensive and complex. Indeed, a 2020 report showed 54% of MSPs lacked enough time to finish tasks, and 53% couldn’t hire adequate personnel. Rather than handle it all yourself, you can significantly benefit from outsourcing your help desk operations to specialized service providers.

By doing so, you gain access to a skilled team that is well-versed in handling support inquiries efficiently. Help desk partners have established streamlined processes and robust support systems, which enable rapid scalability while maintaining quality of service and keeping your customers happy.

Cost efficiency and resource optimization

One of the primary benefits of outsourcing help desk operations is cost efficiency. Building an internal support team requires substantial investments in hiring, training, and managing staff. In addition, investing in software, hardware, and infrastructure can add to the financial burden. Outsourcing helps you optimize your resources by eliminating the need for substantial upfront investments, enabling you to focus on core business activities that drive growth.

By partnering with a specialized help desk provider, MSPs can access a pool of skilled professionals who are already well-trained and equipped to handle customer inquiries. This eliminates the need for costly and time-consuming training programs, enabling you to allocate your resources more efficiently.

24/7 customer support and enhanced flexibility

As you scale, your clients may operate in different time zones and industries. So, providing 24/7 customer support is essential to cater to their needs effectively. Outsourcing help desk allows you to provide round-the-clock assistance without stretching your internal team. Help desk partners often have workforces in different time zones, ensuring you can handle support demands and be there for your clients, whenever they need you.

It’s difficult for MSPs to maintain growth, as reports show 22% of MSPs struggle with customer retention, while 95% have trouble acquiring new customers. Achieving improved responsiveness to help desk tickets not only enhances customer satisfaction and reduces customer churn but also helps you establish a reputation as a reliable and customer-centric service provider. This, in turn, encourages your clients to recommend your services to others and helps you grow your business.

Access to specialized expertise

Outsourcing help desk operations gives you access to a specialized team with in-depth knowledge of technical support. These experts are equipped with the latest technologies and industry best practices, ensuring swift problem resolution for your clients, building trust, and enhancing your MSP’s reputation.

Adding value through strategic partnerships

To stay competitive, you should always be looking at expanding your service offerings. This can be achieved through strategic partnerships, and outsourcing help desk aligns perfectly with that approach. This helps you extend your service capabilities without making significant investments, giving you a strategic leg-up in the market.

To this end, Pax8 is ready to help you with all your help desk needs. Pax8 Helpdesk acts as a white-labeled extension of your team, with our experts providing 24/7 tier one support, so you can reach your true growth potential.​

The Pax8 Helpdesk Program is designed to outsource typical Level 1 end user desktop support issues, with a handful of Level 2 technicians to handle more technical issues. Our solutions include a custom integration system that automatically routes tickets from your client to Pax8, which has helped more than 2,500 end users with more than 5,200 tickets.

Outsourcing your help desk to a partner like Pax8 allows you to concentrate on your core competencies. By freeing up internal resources from support operations, you can focus on strategic planning, business development, and delivering specialized IT services that set you apart from competitors. This targeted approach strengthens your position in the market and accelerates growth.

Getting started

Outsourcing help desk is a powerful solution for MSPs looking to scale effectively. By partnering with specialized service providers, you can optimize your resources, deliver superior customer support, and expand your service offerings without significant investment. This allows you to achieve sustainable growth and position yourself as an industry leader.

With cost-efficient support operations, 24/7 customer service, and access to specialized expertise, you can offer unparalleled value to your clients and pave the way for long-term success. As you continue to evolve and adapt to changing market dynamics, outsourcing help desk will remain a key way to help achieve scalability and sustained growth.

To get started with outsourcing your help desk support to Pax8, get in touch and we’ll connect you with all the details.

Find out more