The inaugural UptimeLIVE took place on 17th September, 2024, and if you missed it, you missed out! But never fear – we have a round up of our favourite talks for you here!
UptimeLIVE was held at the Business Design Centre near the Angel in London. The full day event, saw delegates come from around the world. And they got a day of learning, networking and fun!
Read on to find out what we learned from Jim Captainino; John Witty; Bradley Munday and Jason Kemsley and the amazing keynote speaker, Levi Roots!
Jim Captainino: The New-Breed MSPs
Jim Captainino is the founder of Innova UK, a UK-based Managed Service Provider (MSP) which Jim started eight years ago with a team of consultants, account managers and IT specialists.
As he explains this to the UptimeLIVE audience: “We’re “motivated by a desire to differentiate ourselves in a crowded marketplace, focusing on delivering exceptional customer service.”
So how do they do this?
Via a “hyper account management” approach, which emphasises a deep, ongoing relationship with clients rather than a transactional, sales-driven model. In short, regular check-ins and proactive engagement. This builds trust and satisfaction.
Innova UK partner with an outsourced provider for helpdesk and project delivery. Captainino says the decision was influenced by the need for flexibility and seamless integration with their customer service philosophy.
And he can customise the outsource solutions to each client.
Mastering Mergers and Acquisitions: John Witty’s UptimeLIVE Session
John Witty has considerable experience of mergers and acquisitions (M&A) in the IT and tech space. This allows him to explain honestly the cons as well as the pros for today’s MSPs.
“While M&A can be a powerful tool for rapid growth and market expansion, it carries significant risks and challenges. Yes, it increases your market share and profitability, but there’s a risk of vendor conflicts, cultural mismatch and unhappy customers.”
So what can you do?
Plan and execute properly, John says.
The benefits for the buyer are clear – if they go about it the right way.
Looking to sell? Then prepare well in advance to maximise your value. An on-market corporate financial adviser might help.
Jason Kemsley and Bradley Monday: The Founders’ Journey to UptimeLIVE
Jason Kemsley and Bradley Munday are the co-founders of Uptime, and the duo behind the event UptimeLIVE.
Brad and Jason shared their story from the stage at Uptime Live.
Founded in 2009 in Bradley’s spare room, they evolved their MSP into a channel-only business within two years.
Today, they have 160+ staff who deliver 20,000 support tickets monthly. Uptime remains focused on its three core services: help desk, NOC (Network Operations Centre), and dedicated technical support.
Jason and Brad elaborated on the ‘new breed’ MSPs – they scale quickly by outsourcing key services rather than building an internal team. “Because of this, they can be more agile, reducing churn and managing costs effectively.”
Strong customer service leads to sustained business growth. And they encourage modern MSPs to move beyond basic service delivery to align their offerings with the goals of their clients. The aim? To become trusted advisors in strategic decisions.
“But be aware that however you do this, there are struggles common to most MSPs. It’s easy to get distracted, or to stay in your comfort zone for too long. Realign with your goals to get back on track. You should enjoy the journey!”
Levi Roots Keynote: Be Authentic
To close the day, Levi Roots shares his inspiring journey with the UptimeLIVE audience.
Raised in Brixton by his grandmother, she influenced his passion for food.
In his early days as an entrepreneur, Levi faced rejection and doubt but persevered.
So appearing on Dragon’s Den was a big step. And while friends and advisors tried to discourage him, Levi introduced the Dragons – and the world – to his now-famous Reggae Reggae Sauce through song.
But winning the backing of Peter Jones was only the start.
The real challenge was learning how to manage the business and build relationships. Through determination, adaptation, and taking advantage of unexpected opportunities, Levi saw his sauces stocked nationally.
And his advice today? “Embrace your individuality and take risks. And follow my mantra (borrowed from Shakespeare): ‘Take the current when it serves or lose your ventures.’” Levi’s story is a testament to staying true to oneself, overcoming obstacles, and embracing calculated risks to achieve success.
Videos from UptimeLive
We’ve also compiled a list of the dozen or so videos we recorded live, at UptimeLive!
Check them out in on YouTube in the playlist below.
UptimeLive Travelogue Podcast
We also recorded a live Travelogue Podcast from the show, with Richard, Gudrun, Lenka and Bradley Munday!
Have a listen to Travelogue: UptimeLIVE 2024: Business Growth for MSPs for some more insights into the event.
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Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk
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