Scaling your MSP business: A Quick Guide to Leveraging IT Field Services

Written by Abby Humphries Abby Humphries | November 20, 2023 | Read Time: 6 mins

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In the IT world, service providers looking to grow and scale their businesses encounter three main challenges: bridging capability gaps, overcoming geographical limitations, and scaling their operations. Oftentimes these hurdles demand more expertise and resources than what can be provided in-house. 

That's where partners come in. Partners are strategic assets to support your customers. Partners empower your business by expanding your capabilities and helping you scale up to serve larger clients and chains. 

Within the broader Services Lifecycle, encompassing Assessment and Design, Installation and Break Fix, Configuration and Set-up, Technical Support, Managed Services, and Renewal; our focus in this blog narrows to the critical aspects of Installation and On-Site Break Fix services. 

We've had the privilege of chatting with industry experts, like our friends at Kinettix, whose insights will pop up throughout the blog as we discuss how to leverage IT field services to grow and scale your business. 

Define IT Field Services 

Colorful icons with corresponding boxes showing the different elements of IT Field Services

IT Field Services, also known as "Smart Hands," encompass the physical installation, maintenance, and troubleshooting of IT systems.  

They play a critical role within the Services Lifecycle, primarily in the Installation and Break Fix phase, where they ensure the proper setup and upkeep of hardware and software components.  

Their responsibilities include hands-on tasks like server installations, network cabling, equipment troubleshooting, and on-site technical support to maintain the smooth operation of IT systems and technology infrastructure. 

What is the difference between On-Demand Services and Staff Augmentation?  

A comparison list of On-Demand Services and Staff Augmentation showing pros and cons depicted by check marks and yellow error icons

On-Demand Services 

On-Demand Services are all about having dedicated resources at your disposal. These resources work under your command and can be engaged either on an annual or as-needed basis.  

As Josie from Kinettix put it, "This service model offers complete 24x7x365 coverage, enabling clients to quickly scale up their operations to meet growth needs or surges in demand. " 

Staff Augmentation 

Staff Augmentation involves the allocation of dedicated IT field service support resources under the client's direction, with the advantage of potentially hiring them at any point in the relationship. 

Both service models provide adaptable IT solutions. With Kinettix, you get the best of both worlds. They provide both On-Demand Services and Staff Augmentation, ensuring you have the flexibility to address immediate needs and secure expert support for long-term projects. 

What to look for when working with an IT Field Service Provider 

A man standing in front of an oversized clipboard depicting a list of what to look for when working with an IT Field Service Provider

“Take your time as an organization to seek out a committed, transparent vendor who can serve as a long-term solution and partner for your field service management needs. Seek out a robust, all-encompassing partner to help shoulder the regular work of field service management and provide more intensive solutions that are suited to your organizational needs.” - Chad Mattix, Kinettix Founder & CEO  

We've put together a wish list of the key things you should look for when making your choice: 

1 - Proven Expertise and Dedicated Project Management 

Seek out providers with a track record of successful project delivery. Their experience and expertise will be instrumental in ensuring project success.  

Look for a provider that includes dedicated project management to ensure that tasks are executed correctly, timelines are adhered to, and resources are effectively managed. 

Josie notes that having a project manager is “absolutely crucial for successful project completion. A good project manager is the glue that holds everything together.” 

2 - Effective Communication and Collaboration 

Choose a provider that emphasizes clear and efficient communication. This includes regular updates on the project's progress, as well as timely responses to your questions and concerns. 

Look for a provider that is willing to collaborate with you to develop a customized solution that meets your customer’s specific needs. 

Make sure that the provider has a team of experienced and knowledgeable technicians who are able to communicate complex technical concepts in a clear and concise way. 

3 - Clear Pricing 

Make sure that the provider has transparent pricing and that you understand all of the fees associated with the services you are interested in. 

Ask for a detailed proposal that outlines the scope of work, the timeline, and the cost of services. 

4 - Thorough Background Checks and Vetting 

Ensure that the provider conducts thorough background checks and vetting of their techs to guarantee that the right people with the required skill sets are deployed for your projects. 

Chad from Kinettix explains how Kinettix employs a range of methodologies, including background checks and skill set assessments, as part of their onboarding process. Kinettix also integrates with different talent pools to assess the frequency of techs' on-time performance and gather quality feedback from customers.  

Benefits of utilizing a field services partner

Partnering with a specialized field services partner can be a strategic decision that unlocks a multitude of benefits for your MSP business, from expanding geographic coverage to supporting larger customers and bolstering expertise.

1 - Geographic Reach and Broader Coverage 

Partnering with specialized providers offers the potential to win deals outside your typical region or area of operations. It's an avenue to go coast-to-coast and compete on a larger scale. 

2 - Support Larger Customers

Partnering with a field services provider extends your reach and service offerings, allowing you to focus on core competencies while they handle on-site operations. By leveraging the expertise and resources of a field services partner, you can expand your client base by operating as if you were a larger business, making it easier to attract big-name clients, secure more lucrative deals, and achieve growth at an accelerated pace.

3 - Enhanced Efficiency and Productivity 

By working with field services experts, you can optimize your resource allocation, focusing on what you do best while leaving field service operations to the pros, leading to greater efficiency and productivity. 

4 - Cost-Effective Solution 

Josie from Kinettix explains how teaming up with a specialized provider is a cost-effective alternative to maintaining an in-house team of similar quality. Providers like Kinettix handle all the operational costs associated with running a high-quality global service department, saving you time and money. 

5 - Expertise and Scalable Solutions 

Field services partners bring their expertise to the table, offering scalable solutions that keep technology running smoothly. This means less downtime and disruptions, resulting in reliable service delivery and satisfied clients. 

Who is Kinettix? 

Kinettix Global Field Techs Logo with messaging around their offerings: deployment planning, technicians check in/out, 24/7 coverage

Kinettix is a global leader that connects U.S.-based enterprises and managed service providers with IT field technicians and break-fix dispatches. They act as a bridge between traditional staffing and a dependable contingent workforce for on-site and remote services. Think of them as your "Expand-on-Demand" solution for IT field services, available whenever and wherever you need them. 

Kinettix is a partner you can find inside the Central Office platform. To learn more about our partners and how they can help you scale your MSP business, watch our latest webinar featuring the CEO of Kinettix, Chad Mattix, and other valuable partners. 

Webinar Replay: 5 Must-Have Partners to Build your Network as a Service Practice

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