CloudBolt Software: MSPs That Focus On Their Core Business, Diversify Their Portfolio Will See Success

‘[Successful MSPs] are bringing new things to market that are relevant and clients are asking for. They’re automating and orchestrating to the best of their abilities so they can focus on more of that thought leadership with their clients,’ says CloudBolt’s Will Norton.

A recent survey from CloudBolt Software revealed that 80 percent of companies are dissatisfied with their MSPs when it comes to handing multi-cloud and multi-tool infrastructure. The data in the report, “Filling The Gap: Service Providers’ Increasingly Important Role in Multi-Cloud/Multi-Tool Success,” is based on a survey of more than 300 senior-level employees at companies across the globe.

In an interview with CRNtv, Will Norton, director of channel and alliances for the MSP/CSP practice at CloudBolt Software, developer of a hybrid cloud management platform, explains how MSPs may have gotten into this problem with their customers and how they can get themselves out.

“They [customers] have a skills gap internally; there’s so many complexities that come with adopting the public cloud and just to handle it operationally they’re looking to outsource. At the same time, they’re growing more and more frustrated with the relationships they have,” said Norton.

The majority of survey respondents still believe their MSPs can turn around the customer experience and help fill the gaps.

“The service providers that are getting it right are focusing on the core business. They’re definitely diversifying their portfolio. They’re bringing new things to market that are relevant and clients are asking for. They’re automating and orchestrating to the best of their abilities so they can focus on more of that thought leadership with their clients,” Norton said.

As companies continue to transition to a multi-cloud environment, customers want to lean into their partnerships. According to Norton, the best way MSPs can help with the transition is to work hand in hand with customers when challenges come up.

For MSP Marquam, staying flexible is key.

“You cannot say, ‘This is all we do. And that’s all we’re going to talk about.’ If you’re not addressing or willing to entertain support, in a broader sense, clients are going to find a partner that will,” said Bill Meeks, cloud infrastructure practice lead at Marquam.

The report also noted that 97 percent of survey respondents said they are willing to pay a premium to an MSP/CPS that can fill the gaps.

“The folks that are really plugged into that and listening to their clients and exploring new strategic ways of adopting tools, of creating better tech alliances, rethinking their own business, ultimately, I think those are those are the practices [that are] going to see a lot of success. I don’t think it’s a one-time operation. I think it’s something that’s going to have to happen over and over again as we move forward,” Norton said.