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Should MSPs Outsource their Helpdesk

Get Profit By Time HERE - https://a.co/d/ihftXpy Craig Willard MSP Coaching : https://craigwillard.com/msp-coaching/ Get THE HIGH PERFORMANCE MSP https://a.co/d/iy2Pb3Q Summary In this episode of MSP After Hours, Craig Willard discusses the contentious topic of whether Managed Service Providers (MSPs) should outsource their help desk services. He presents a nuanced view, acknowledging the potential benefits of outsourcing, such as cost savings and access to expert talent, while also highlighting the risks associated with losing control over client relationships and service quality. The conversation explores different scenarios, including one-man shops and established MSPs, and emphasizes the importance of understanding the underlying issues—whether they are labor-related or design-related—before making outsourcing decisions. Willard concludes by urging MSPs to focus on building a sustainable business model that prioritizes client intimacy and operational discipline. Takeaways -Outsourcing can provide short-term relief but may harm long-term client relationships. -The primary voice clients hear should be from your company, not an outsourced provider. -Outsourcing help desk can lead to a loss of control and client intimacy. -One-man shops should avoid long-term outsourcing to maintain their brand's closeness. -Pricing models must support future hiring to ensure sustainable growth. -Outsourcing does not solve design problems within an MSP's operations. -Real-world examples show that full outsourcing can spike churn rates. -Help desk is crucial for understanding client needs and opportunities. -Best practices for outsourcing include maintaining ownership of the client experience. -Most MSPs face a discipline crisis rather than a labor crisis. Chapters 00:00 Intro 01:31 The One-Man MSP - Intentional, Transitional, or Avoidant? 04:07 Pricing Is the Foundation - Why I Wrote Profit by Design 05:15 Growing MSPs - When You Already Have Techs 06:37 What Helpdesk Actually Is - Why Would You Outsource the Pulse? 08:14 Tactical Outsourcing - After Hours Is Not Ownership 09:38 Closing - Labor or Design? Keywords MSP outsourcing helpdesk clientrelationships businessmodel operationalcosts servicequality growthstrategy pricingmodel disciplinecrisis #managedserviceprovider #managedservices #pricingstrategy