Why are white label products and services important for MSPs?
Managed Services Providers thrive on the brand that they build. An MSPs absolute focus is their service delivery to their customers. They are their customers’ trusted advisor for all things “tech” and as such they own the customers’ tech problem space.
Charles Preston, CEO of white label service provider usecure, suggests in his blog entitled ‘Why white label services are key to growing your MSP’ that an MSP is a knowledge business rather than a product business. Or perhaps that for the MSP the product is their knowledge and experience.
Inevitably then, the MSP will need at some point to add a product or service. Either the MSP will want to fill an unmet customer need and/or build additional revenue streams. So two needs combine. The need for the MSP to maintain brand reputation for knowledge and experience while at the same time expanding products and services to meet unmet demand. This is where white label products and services are key, particularly where the product is more of a service than an actual piece of “tin” (either physical tin or a piece of software out of a box).
Typical white labeled services for MSPs
The range of brandeable, white label products and services is huge. For desktop support, then folks like White Label IT exist, where an MSP can get full augmentation of their per-seat traditional MSP-service desk functions.
Increasingly, more complex requirements in the field of cyber security can be met by MSPs partnering with white label suppliers. As an example there is the previously mentioned usecure, provider of a white-label Human Risk Management solutions for MSPs.
Beyond security sum this white label requirement in the area of cyber security thus;
“An MSP/MSSP with white label expertise is always one step ahead of the security game. White labeling is not just about a software-as-a-service model, it is about everything that is needed to ensure the safe operations of an organization in a complicated security landscape”
Why would an MSP want a white label app?
As we discussed at the start – the MSP does best when it is in direct touch with its customer. When it owns the conversation with the customer regarding all things tech. So – and to that extent – the last thing an MSP wants is to build brand recognition for systems that a competitor MSP could also supply.
But at the same time – a customer support app is increasingly expected by the customer. Automated diagnostics, up to date communication in real-time during service issues. Basically our customers have been educated to a new, higher standard of real time communication about service delivery from an unexpected sauce. Deliveroo and the likes of Uber Eats – and even Uber itself. Yes – the use of “sauce” was a thing.
So – with apps from the well known RMM providers too generic – but the need to deliver real time updates to an increasing number of customers is a requirement, what should the MSP do? Building and maintaining an app – for mobile, desktop and web is expensive. We know – we do it for a living. Build your own fails cost/benefit analysis! Thus – a white label app is needed.
We’ve built a white label app for MSPs
We built NetMinded as a white-label platform to help MSPs scale their business. Firstly – it has built-in communication features that help you scale the number of conversations you can manage with end users without losing that all important personal touch.
Secondly it provides a low-code environment where the MSP can assimilate all the service information from the various platforms they use. Example platforms could be Microsoft, UniFi, HP Aruba, Cisco Meraki or infrastructure managers like PRTG, Zabbix etc.
Once the information is imported into the platform, the MSP can build their own intellectual property. They can build service assurance apps. Apps that automate diagnostics by programming the relationships between the diagnostic information from across their entire system estate. This builds more effective 1st line support, measurable by improved First Contact Resolution metrics and allows the app to deliver automated diagnostics to end users, who may then be able to self-serve or act independently during major outages. React in a way to major outages that supports you while you are trying to restore service – rather than giving you an extra communication problem to solve by ringing you up!
To discuss this with us, to hear about how we are helping MSPs build their brand. How we are helping them with automating customer contact, customer self service. How we are helping MSPs empower their 1st line support teams to resolve customer queries 1st time then get in touch with us at email@example.com