Technology Reseller v40

www.datto.co.uk 12 BUSINESS BRIEFING generate a higher proportion of total revenue from managed services*. Such organisations are often also more resilient as recurring revenue from managed services can help absorb the shock of an economic downturn, as the last 18 months have shown. Faced with growing client demand for managed services and the need to secure sustainable growth themselves, MSPs will be assessing what technologies, tools, and headcount they need to deliver services efficiently. In doing so, one of the key questions they face is whether to adopt a multi-vendor strategy or implement unified solutions from a single vendor. Datto believes there are big advantages in the latter approach – so much so that it recently commissioned Forrester Consulting to conduct a Total Economic Impact Study on the use of Datto RMM (remote monitoring and management), Autotask PSA (professional services automation), networking, and business continuity and disaster recovery (BCDR) solutions. According to Forrester’s analysis, the benefits of using integrated solutions are so great that a representative MSP can look forward to an ROI of 256% over a three-year period and payback on its investment within six months. Common complaints For its study, The Total Economic Impact™ Of Datto: Cost Savings And Business Benefits Of Using Datto Integrated Solutions , Forrester interviewed four Datto MSP partners that had previously used solutions from multiple vendors and had limited RMM and PSA capabilities. Interviewees highlighted several problems with their previous set-ups, which meant staff had to spend more time managing backup and recovery for clients. These inefficiencies also made it hard for the MSPs to improve service levels or grow their client base with their existing headcount. Do any of these complaints sound familiar? With work returning to normal after more than a year of limitations on business operations and the furlough scheme due to end in September, many organisations will be taking stock of their options. What lessons have they learnt during the pandemic? What’s worked and what hasn’t? Which changes are worth keeping and which need to be reversed? Where is additional investment needed and where can costs be cut? Should digital transformation and the transition to the cloud be accelerated or slowed down? Justine Harris, Sales Director UKI at Datto, points out that managed service providers (MSPs) are well poised to help answer these questions. “In the early days of the pandemic, many assumed the mantle of trusted advisor, helping clients to keep operating securely and productively during the transition to working from home, and they are likely to have an equally important role to play as organisations update IT strategies and assess future requirements. “MSPs are businesses too and they will be asking many of the same questions as their clients; analysing what they could be doing better to generate profitable, sustainable growth.” Datto’s own research shows that the fastest-growing MSPs are those that n Inadequate visibility into ticket tracking due to a lack of dashboards or widgets for ticket management, forcing engineers to spend hours on the phone with clients. n Confusion with engineer availability due to the use of a calendar-driven ticket allocation system rather than a queue- based one. n Unreliable solutions leading to time- consuming technical outages. n Being unable to recover information on backup servers due to technical failures. n Having to commit several engineers to data recovery and maintenance for just one client in the event of downtime or an outage. n Lack of confidence in the ability to restore client data due to poor visibility into the success or otherwise of backups. n Lost revenue from poor tracking and capture of billable time. Datto benefits The use of Datto solutions has helped the MSPs interviewed overcome these problems and grow their businesses by providing an efficient platform for managing operations and client service delivery, with greater visibility of client endpoints and ticketing, enhanced automation, and secure and reliable BCDR. In particular, Datto’s integrated PSA, RMM, and BCDR have enabled the MSPs to: n track work orders better, meet SLAs, and give clients timely, comprehensive service; n take on and support additional clients thanks to the efficiency of Datto’s integrated PSA, RMM, and BCDR management services; n reduce the amount of time spent managing backups and protecting data Efficiency gains and accelerated business growth contribute to ROI of 256% when using Datto integrated solutions Save and grow Justine Harris, Sales Director UKI, Datto A FORRESTER TOTAL ECONOMIC IMPACT™ STUDY COMMISSIONEDBY DATTO The Total Economic Impact™ Of Datto Cost Savings And Business Benefits Of Using Datto Integrated Solutions MARCH 2021