As VoIP, SIP, and unified communications continue to permeate the market, managed service providers that deliver remote monitoring and management (RMM) for converged communications can realize huge returns, using strategies that expand their client base, increase client retention, and gain higher revenue from each client. Here are three steps for boosting revenues:
1. Provide multiplatform convergence management. Businesses adopting converged communications rarely do a full network “rip and replace,” so there will be a mixture of new and legacy technologies. MSPs that can manage clients’ voice and data infrastructure across these various technologies can sell considerably larger contracts that result in higher overall revenue from each client. To do so, however, MSPs must manage both the voice and data sides of the environment, and offer management for a wider range of voice and data technologies. Providing this “complete care” enables you to build longer, more enduring relationships and differentiate your business from competitors.
Look for tools that provide RMM for numerous voice technologies out-of-the-box, with the ability to manage voice and network-related systems and applications as well as VoIP quality and performance.
2. Optimize your service delivery model. Providers that can reduce the overhead costs of delivering managed services can realize a considerable boost in margins. Examine the RMM tools you use. The more tools you have, the higher your costs, and the less efficient your staff as they switch between tools to diagnose and respond to problems. Consolidate tools wherever possible, and select one that provides monitoring and management across multiple VoIP, UC, and network technologies.
This not only eliminates the licensing fees for multiple tools, but also enables your team to work more efficiently using a common management approach for all clients. Further, with the right tool, your ability to offer lucrative service-level agreements is enhanced, which will improve the value of your services.
3. Build the value of your services. The old adage “no news is good news” doesn’t apply in managed services. Your clients need a comfort level that your services are justified and a good value. They also want to know the quantity and nature of the actions you take to resolve issues. To build value, provide a monthly or quarterly report of the problems and the actions you took to resolve them. Also furnish reports that show operational trends and critical metrics over time, such as bandwidth utilization, call volumes, peak busy hours, and VoIP QoS metrics like MOS scores.
With the right tool, reports will be easy to produce based on the metrics and historical audit trail the management solution collects and maintains on a per-client basis. A good solution will enable you to schedule reports in advance, to be produced on a periodic basis, so the reporting process becomes automated and easy to handle.
These reports will help build the client’s confidence that your services are necessary to sustain voice and data service levels. When it comes time to discuss contract renewals, you’ll have the hard facts and data required to justify your ongoing services. Detailed reports showing steady increases in call volume or bandwidth utilization can also uncover looming capacity shortages.
And, as a trusted provider, you’ll have the opportunity to up-sell the client with the equipment and services to handle increasing voice and data capacity needs, which ultimately results in a win-win situation for you and your client.
PAUL WIGGINS is the convergence technology manager for Tone Software Corp., a provider of network monitoring and management solutions for converged telecommunications and IT infrastructures in Anaheim, Calif.
