Enhanced Service Delivery and Support Excellence
The managed IT services industry is evolving to deliver even greater value to businesses like yours. We’re moving away from complex tiered service models to focus on providing consistently excellent security and support at fair, transparent pricing. This shift means you get premium protection without the confusion of multiple service levels. Additionally, advancements in AI and automation are enabling IT providers to become significantly more efficient, allowing us to support more of your technology needs while maintaining the personalized attention your business deserves.
Measuring What Matters: Our Commitment to Service Quality
Industry leaders are setting new standards for IT support excellence, and we’re committed to meeting these benchmarks to continue being a best-in-class MSP. When you contact us with an issue, our goal is to resolve it on the first call over 80% of the time. We’re targeting average resolution times of under 30 minutes for most issues, ensuring minimal disruption to your operations. Most importantly, we track customer satisfaction scores with a target of 90% or higher, because your success and satisfaction drive everything we do.
AI-Powered Solutions for Your Business Growth
Artificial Intelligence is transforming how businesses operate, and we’re here to help you harness its potential safely and effectively. We are looking into comprehensive AI readiness assessments to identify opportunities where AI can streamline your operations and boost productivity. For businesses already using tools like Microsoft Copilot, we are going to help create essential data governance and security policies to protect your sensitive information while maximizing AI benefits. Our team is actively looking into new AI tools to better support your technology needs and reduce response times. These innovations allow us to serve you more efficiently while identifying new ways technology can drive your business forward.
Next-Generation Tools Coming to Your Business
Exciting improvements are coming to the technology platforms that support your business operations. Our remote access and security tools are becoming more powerful and user-friendly, with enhanced password management capabilities arriving by year-end. By end of year 2025, you’ll have access to a unified client portal that consolidates all your IT services and requests in one convenient location. Additionally, our disaster recovery solutions are becoming so reliable and simple that we consider them essential for every business – because protecting your data and ensuring business continuity should never be optional. These tools work together to provide you with enterprise-level IT capabilities that scale with your business growth.
Kaseya Global Connect 2025: A Transformative Networking Experience
This year’s Kaseya Global Connect marked my third consecutive attendance, but it stood apart as the most networking-intensive experience I’ve had at the conference. The three days were packed with meaningful connections and strategic conversations that far exceeded the networking opportunities from my previous two years combined. The focus on relationship-building and collaborative learning created an environment where real business connections could flourish.
A highlight of the conference was my meeting with Fred Voccola, Kaseya’s former CEO and current chairman of the board. Our conversation delved into emerging industry trends and the transformative impact of AI on the MSP landscape. Voccola emphasized Kaseya’s commitment to helping MSPs become more proactive and better protected, reflecting the company’s strategic vision for empowering its partner ecosystem. This discussion provided valuable insights into where the industry is heading and how MSPs can position themselves for success.
The networking opportunities proved exceptionally fruitful, as I connected with approximately six MSPs from across the United States, including representatives from Massachusetts, Washington state, California, and Illinois. These conversations naturally evolved into deeper discussions about common pain points, growth strategies, and collaborative problem-solving approaches. The quality of these interactions was so valuable that Tony and I decided to formalize these connections by establishing our own MSP peer group, with our inaugural post-conference meeting scheduled for the end of June.
Two critical themes emerged from the conference discussions that will significantly impact the MSP industry. First, client compliance requirements are intensifying rapidly, with leaders from multinational insurance firms and industry experts predicting substantial growth in framework adherence and practice requirements within the next 3-5 years. Second, the consensus around AI was clear: it cannot be ignored. While AI presents powerful opportunities when used responsibly, understanding its full impact requires time and strategic planning. A key actionable takeaway was the urgent need for companies to develop and implement AI-specific Acceptable Use Policies sooner rather than later.
The conference reinforced that success in the MSP industry increasingly depends on proactive collaboration, strategic planning, and staying ahead of regulatory and technological curves. The peer group we’re launching and the ongoing relationships built at Global Connect will be instrumental in navigating these evolving challenges together.
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