Jason Kemsley and Bradley Munday are the co-founders of Uptime, a white-label, outsourced solution provider. They offer helpdesk, NOC, SOC and project support. They are also the organisers of new MSP conference, UptimeLIVE.
An Interview with Jason Kemsley and Bradley Munday
Watch the Video Interview
The New Type of Managed Service Provider
In the last decade, Jason and Brad have seen more MSPs outsource some of their tasks. But Brad says: “What we’re seeing now is people who have sold their MSP. And they’re going around again. Alongside them, are non-techy people starting an MSP.
“So for them, outsourcing allows them to spin up. And that saves them the headache of managing a technical team if that’s not their expertise. But people are also more open about using outsourced services. We still white-label, but clients tell their own customers they use us.”
And there’s another benefit to doing that. The business owner is at one remove from any issues and complaints. So they don’t have an emotional response to problems and a need to defend themselves. This lets them look objectively at what’s gone wrong, and creates better rapport with customers.
Predictions for the Future of the IT Service Desk
One of the big shifts in help desk provision in recent years is the person dealing with the tickets. As Jason says: “The second line role is often delivered by the vendor. And that makes sense in many cases.
“For instance, if there’s a problem with 365, there’s only so much you can do before you contact Microsoft. But with an increase of AI tools that can help, that second line isn’t so necessary. And the other change is before the front line – customer service.
“Many people now have a chatbot to deal with and direct queries accordingly. Then there’s an automated process to find a resolution. It’s just important to bear in mind that the chatbot won’t have the technical knowhow. So think about who is helping your clients.”
How to Balance Technical Skill Requirements with Help Desk Customer Service
Of course, this leads to a difficult balance of great customer service with getting the right responses. But, says Brad, “That’s always been the case. We don’t know what tickets are going to come in, and you need to track escalation.
“So we talk about using automation within your PSA (Professional Services Automation) tool. For example have user-defined fields to create a workflow from concierge to first line and on to the second line. By tracking the escalation, you can use the data to make decisions.
“And that lets you tweak the balance of your help desk. If you’re getting too many escalations, then you need more people doing the triage. It allows you to get a better balance.” Jason suggests assigning both a customer service person and a techy to each ticket, to resolve them quicker.
When to Consider Outsourcing Your Helpdesk
One of the biggest mistakes MSPs make is to focus more on the tech aspects of their business rather than sales. “It’s a safe space, so it’s easy for us to fall back on,” says Jason. But everything starts with sales.
“You need a reliable, consistent and measurable sales funnel that brings in leads. But it’s up to you at what stage you outsource. What I would say is, look at every area of your business and identify an outsourced option for it. That might be marketing, payroll, HR.
“There are lots of good vendors who will help you assess the options without giving you the hard sell. So when a problem does arise, you know which outsourcer you’re going to for help. That’s an outcome perspective, not an emotional perspective.”
What is UptimeLIVE?
Uptime LIVE is a business show for MSPs, not the traditional event. “So we’ve dropped the tech side from the agenda,” explains Brad. “Instead, we’re talking about how we all grow as business people. We’ve been running Uptime for 15 years, and we’ve identified pivotal moments where we’ve gone to the next level.
“And UptimeLIVE is a day of focus to help you work out how to accelerate your business growth. But also to work out what that looks like for you. Some people want a million-pound turnover, and others want a lifestyle business. Once you’ve established that, we’ll help you choose the tools that will get you there.”
Where the Idea for UptimeLIVE Came From
Both Brad and Jason have attended a lot of MSP events, and over time felt that the value was diminishing. So they saw there was an opportunity for them to offer something new. “And we knew that we were at a point where it had to be a bigger scale,” says Jason.
“So we could solve two problems in one. We could provide something really valuable for the community, and we could get our partners together to build stronger relationships with them. We think it’s a perfect combination.
“It’s not going to be profitable for us. Because every penny we have has been spent on things to add to the value for the attendees. We actually found a small kitty we weren’t expecting, so we’ve paid for some arcade machines and things to go in the corner of the room. We’ve invested in the best of everything.”
How Brad and Jason Chose Their Speakers for UptimeLIVE
Because they both felt there was event fatigue in the MSP space, Jason and Brad wanted to do something new and different. They didn’t want to have the same familiar faces. “So we found people who’d helped us accelerate the business, and asked them to speak,” Brad says.
“Some of them ran MSPs, but that was a happy coincidence. We have got the M&A piece covered, because we know people want to buy or sell. And we’ve got a new-breed MSP talking about what their business looks like and how they’ve scaled.
“Ultimately, UptimeLIVE is a day of content, education, leadership and business strategy. So we’ve chosen our speakers, and particularly our keynote (Levi Roots) to address all of those areas.
How to Connect With Bradley and Jason
- Uptime
- Follow Uptime on LinkedIn
- Like Update on Facebook
- Follow Uptime on X
- Connect with Bradley Munday on LinkedIn
- Connect with Jason Kemsley on LinkedIn
How to Connect With Me
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Mentioned in This Episode
- MSP event: UptimeLIVE
- Jason Green, EOS Worldwide
- Chef and entrepreneur: Levi Roots
- John Whitty, Chairman of Air IT
- Book: Anthony Iannarino: Eat Their Lunch: Winning Customers Away from Your Competition
You Might Also be Interested in
- UptimeLIVE: Innovation, Reliability and Scalability for MSPs
- CompTIA ChannelCon 2024: Key Takeaways on MSP Growth
- Podcast: Why Should MSPs Outsource Their Helpdesk for Business Growth?
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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