A Deep Dive on the Future of MSP Service Experiences

Bobby Jacobs & John Snyder of Thread, and Cassie Kerr from Pivotal Crew, share insights into the immense potential of provider collaborations and their potential impact on the Channel.

Given the multi-year trend of Managed Service Provider (MSP) margin compression as highlighted in the Service Leadership Index (SLI) 2023 Benchmark Report, the need for efficiency and differentiation is more pressing than ever. The landscape is evolving, but—in our humble opinion—not nearly as fast as it should be.

And it's time that industry leaders and upcoming visionaries come together to change the game.

For us, given its focus on Service x Efficiency, perhaps the most exciting one is Thread's recent announcement with Pivotal Crew.

During the engaging partnership launch webinar, Bobby Jacobs & John Snyder of Thread, and Cassie Kerr from Pivotal Crew, shared insights into the immense potential of collaborations like this one and their potential impact on the channel.

Back to the Future: Service Experience as Game Changer

Today, Customer experience (CX)—from a macro standpoint—has become a key differentiator. But (as with many things), it's taken time for the same mindset, available tools, and modalities, to propagate on through the channel.

In order to command the premium fees they should, MSPs (like any other service provider) should be expected to deliver exceptional experiences that go beyond merely resolving technical issues. The ability to understand and anticipate customer needs, provide seamless interactions, and offer personalized solutions can make or break an MSP's reputation.

But tools available to the channel simply haven't delivered.

Enter: Thread.

"We're really a service experience platform at our core. We hate tickets... in fact: we love killing tickets. Our primary focus is on empowering our MSP partners to deliver service experiences so excellent that they feel like magic." 

  - Bobby Jacobs, Thread

Service Experiences: Reimagined

For far too long, friction- and customer effort-heavy MSP help experiences have been the accepted standard.

Thread's POV? It's simply not good enough.

It's why, fundamentally, Thread is designed to enhance communication between people by removing unnecessary friction from the equation. By enabling MSPs to better understand and address their clients' needs, right where they work, Thread is positioned to change B2B service experiences.

"Thread really is transformational. It makes it so you can provide this high-touch, hyper-integrated experience that you won't find elsewhere."

 - Bobby Jacobs, Thread

Seamless Integration, Personalized Automation

With Thread, MSPs can unlock value gated by historical reliance on email or phone-driven channels, such as detailed insights into things like CSAT performance or using context to automate time entry for technicians.

Higher-fidelity, real-time data and integrated system actions—surfaced by Thread in the right channel, at the right time—empowers MSPs to identify, prioritize and resolve issues before they impact customer operations. By staying ahead of the curve, MSPs can ensure smooth operations and minimize downtime, thus enhancing overall customer satisfaction.

Thanks to Thread's ability to seamlessly integrate MSP software and solutions, we can create a truly connected ecosystem. This enables a frictionless experience for customers, as their providers and the providers' platforms seamlessly communicate with each other and with the MSP's infrastructure, simplifying routine tasks and enabling their people to focus on core business objectives.

By leveraging Thread's upcoming AI-driven solutions, MSPs can leverage data insights to streamline time consuming tasks, such as issue categorization, or high-impact items, such as a real-time stream of sentiment analysis during a service experience. 

With both features, MSPs will gain a deeper understanding of their customers' unique needs and, equipped with this knowledge, MSPs can deliver personalized solutions that align with their customers' goals, productivity needs, and user preferences.

"We know there's the fires and the emergencies, and I didn't have time to get this done right, so I think it takes a lot of patience as well."

  - Cassie Kerr, Pivotal Crew

Whether it's providing customized cybersecurity measures or optimizing network performance, MSPs can elevate customer satisfaction to new heights.

Conclusion

MSPs offer a range of services including IT infrastructure management, network maintenance, and cybersecurity solutions, allowing businesses to focus on their core competencies.

According to support leaders, AI-assisted customer service is expected to become the norm within the next five years. However, only 38% of businesses have invested in AI so far. This presents an opportunity for MSPs to differentiate themselves as forward-thinking and innovative, while prioritizing service experience.

Pivotal Crew and Thread believe that the future of managed services lies in being proactive, integrated, efficient, and experience-driven, with platforms like Thread leading the way. Embracing this future will enhance customer experiences, strengthen reputation, and stay ahead of the competition.

Are you ready to transform your MSP's service experience?

Call Pivotal Crew, and get Thread!