New MSP Owner Rapidly Shifts Company Away From Reactive IT Services to Proactively Meet Customer Demands

Those challenges were compounded because Paul was new to the MSP market. He acquired PC Masters LLC, which has an A+ rating from the Better Business Bureau, from the company’s founder, who successfully ran the business for about 30 years. 

Although new to the MSP market, Paul was optimistic that his extensive product management background, paired with his marketing experience, would yield a smooth transition for the company’s existing MSP clientele. When he took over operations, PC Masters was actively serving about 10 businesses and managing upward of 400 endpoints for those clients.

Unfortunately, as often happens with small companies, there was a long-standing reactive break-and-fix approach to many services PC Masters offered. The company still handled repetitive tasks manually and heavily relied on spreadsheets to track work orders and other customer needs. 

And, there was another major hurdle to overcome. In a time when many companies are rapidly embracing digital transformation — for example, moving more services and data to the cloud — the company offered minimal remote support. When it did, customers’ end users had to initiate that support protocol.

Looking at the company with a growth mindset — something that was second nature based on his extensive experience with start-ups and early-stage businesses — Paul knew he needed to embrace automation to more effectively manage customer needs. Right out of the gate, this was a critical task he would have to manage independently while also focusing on everything necessary to manage and grow the new business. 

To make the most of his time and set the stage to hire more employees soon, Paul knew he needed a simple, easy-to-use solution that would integrate his key MSP operations into a single platform. With the right tool, Paul was confident he could address existing customer needs, shift the company from a reactive IT strategy to proactively identifying and addressing customer risk, and still have time to attract new business.

The Hunt for the Right MSP Solution

Since he was new to the MSP space, Paul began his search by looking through prominent software peer-review sites like G2 and Capterra. He wanted to understand better how other MSPs approached automation and workflow management. While he evaluated other products, Syncro quickly moved to the top of his shortlist.

Intrigued by the product’s capabilities, Paul attended some Syncro webinars to learn more. Compared to other companies whose demos were more sales-led, Paul liked Syncro’s approach to be more product- and capability-focused.

Soon, he was hooked. But, wanting to learn more about the industry before making a final product choice, Paul picked up a book by Syncro’s Partner Development Director, Andy Cormier, “So You Want to be an MSP: A Sales-Driven Mindset.” From there, Paul knew he had to get his hands on the solution and, with a free trial, try it for himself. 

A Smooth Transition

Drawing on his experience previously working with integration companies, Paul was familiar with the old sales ploy of software promising products and tools work seamlessly, but few deliver. That was until he found Syncro. 

Syncro’s fully integrated (RMM) and professional service automation (PSA) was a key driver for his ultimate purchasing decision. Paul also liked Syncro’s per-tech pricing model, which pushed the company ahead of competitors that bill by endpoint count. This meant Paul could cost-effectively manage his business operations without passing higher prices on to his customers.

From the free trial, Paul said Syncro’s installation was smooth and easy. He followed the company’s Getting Started Guide until he was comfortable enough to test and use all the product’s key features on his own. It only took a week, and he was up and running.

“I found it relatively easy to understand given the complexity involved,” he said. 

Syncro competitors, he recalled, were slick and flashy on the surface, but they were clunky underneath. But not for Syncro.

“I saw the differences quickly,” Paul said. “The Syncro product experience was consistent throughout — understated but capable — and this fits the personality of my company.”

Benefits for Today and Tomorrow

While Paul chose Syncro to help him manage and scale his business more effectively, the product’s benefits were instant.

“It has given me better visibility into what is happening,’ he said. 

And that challenge he inherited about remote access services?

“Remote access is much easier because I can initiate the connection from my side instead of asking my customer to do so.”

Looking forward, Paul remains focused on growing his business and hopes to add additional staff to his team soon, transitioning from a one-person operation to a team of technicians.

“Syncro is essential for this because it will allow me to keep the business organized, assign work to techs via tickets, track that work, and bill for it.”

Paul quickly accelerated his learning curve with Syncro without dropping the ball on existing customer needs. 

And, for other MSPs looking for an RMM or PSA platform like Syncro? Paul offers one key piece of advice: “Try it for yourself.”

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