Writing in process Bye-bye 2024.  2025 is the Year of Operational Transformation 

Written By Cassidy Stier

Reflecting on 2024 and Embracing 2025: A Year of Growth and Transformation 

 

Welcome back, Autotask Warriors, and HAPPY New Year 2025!  I am so glad you are here.  

So, how was 2024 for you? Better than 2023? Were you sad to see it go or thanking God to be free of that dumpster fire? 

2023 felt like the transition year when we finally got beyond COVID. It was a tough year as we embraced the new norm, reminisced about what was lost, and embraced the new (at least according to ChatGPT).   

In contrast, 2024 seemed “normal.” MSPs were able to concentrate on growth, improving Service Delivery, and education and security. 

As we bid farewell to 2024, we reflect on a year filled with challenges and opportunities. 

In 2024, our focus was on educating and assisting our clients to grow their businesses. We provided valuable insights, resources, and support to help them navigate the ever-changing business landscape. 

Throughout 2024, we dedicated ourselves to empowering our clients with the knowledge and tools they needed to succeed. Our efforts included: 

  • Resource Development: Creating comprehensive guides and materials to support business development. 

  • Clearer, more concise messaging on how to Resolve Operational Issues using the Autotask Software. 

  • Detailed information on how to make the most of the Autotask software.  

  • Smart delivery of our information & coaching in more efficient ways.  

  • Holding Clients more Accountable. 

  • A new newsletter. 

  • Continued work to improve our Service Delivery Gladiator Community. 

  • Launching our YouTube page. 

Our Resolution for 2024 was: 

To provide more value at less cost to our Customers, Subscribers, and the Autotask Community.   

We accomplished that by aggressively reducing program costs through shifting most of our program delivery to properly paced, video-based content while leveraging the weekly Gladiator calls (Thursday 6:30 PM EST, Friday 10:30 AM EST) for group Q&A sessions. 

To Infinity and Beyond! 

Welcome, 2025!  

 

We resolve in 2025: 

To continue providing more value to our Customers, Subscribers, and the Autotask Community through increased presence where MSPs are, addressing the mental health of the MSP workforce, and being the driving force for Operational Transformation. 

Sounds familiar, doesn’t it? Yes, we are doubling down on being THE Autotask Authority -not only helping Clients grow their businesses but taking it to the next level with Operational Transformation. 

 

What is Operational Transformation? 

Operational transformation, in the context of the Managed Service Provider community, refers to the comprehensive process of evolving and enhancing an MSP’s operational capabilities to improve efficiency, service delivery, and client satisfaction.

This transformation typically involves: 

  • Adopting Advanced Technologies: Implementing new tools and technologies to streamline operations, such as automation, AI, and advanced monitoring systems. 

  • Process Optimization: Refining and standardizing processes to reduce inefficiencies and improve consistency in service delivery. 

  • Scalability and Flexibility: Developing the ability to scale operations smoothly as the business grows, while remaining flexible to adapt to changing client needs and market conditions. 

  • Enhanced Security Measures: Integrating robust cybersecurity practices to protect client data and ensure compliance with regulations. 

  • Client-Centric Approach: Shifting focus towards a more client-centric model, ensuring that services are aligned with client goals and delivering measurable value. 

By undergoing operational transformation, MSPs can transition from merely providing support to becoming strategic partners that drive innovation and competitive advantage for their clients. 

 

Why Should MSPs Focus on Operational Transformation? 

The #1 reason is it is the best path for an MSP to transition from Chaos to Zen, so they have the Freedom to Grow. 

Beyond this, it is the only path that elevates the Mental Health problems of the Team, Client Employees, and Owners alike. 

As you can see, it is not about the money. However, profitability and sustainability are part of the “why”. 

As we embark on a yearlong discussion on the broad topic of Operational Transformation for MSPs, we start with the Why. 

As Simon says, great leaders inspire action by starting with Why. 

So, now that we know why we start with Why, what is the Why when it comes to Operational Transformation for MSPs?  

Advanced Global guides MSPs using the Autotask software to Find the Freedom to Grow.   However, under the statement “Finding the Freedom to Grow” is the Freedom from: 

  • Service Delivery Issues. 

  • Stress, confusion, chaos on the Service Delivery Team. 

  • Disappointing Clients, keeping Clients in the dark, and enabling noisy Clients to jump the line. 

  • Owners and Sales Personnel being dragged into resolving or providing guidance on Service Delivery next steps. 

  • Disruptions to project scheduling causing projects to be unprofitable, extended timelines, and over budget. 

  • A whole host of other Operational Issues and Sub-Issues. 

This lack of “Freedom to Grow” results in: 

  • Higher stress levels than is healthy for Techs, coupled with uncertainty that they will have a job next month or be able to take a vacation without a laptop. 

  • Clients Employees being frustrated with technology, unproductive, and looking for a better work environment. 

  • Owners shackled from focusing on sales due to the Lack of: 

  • Trust in the Team to deliver on the Client-Facing promises. 

  • Time, as they are dragged back into Operational Management. 

  • The ability to be home on time for Dinner or Take Off-the-Grid vacations. 

All of this causes the stakeholders to be saddled with a whole lot of negative mental stress that to be healthy they need to be free from. 

The soft costs of not transforming the MSPs operation include: 

  • Mental Health days off and moving on to new employment opportunities for Team Members. 

  • Client Mental Health disappointment and wasted time either waiting on technology fixes, or reaching out to figure out “When are you going to fix my stuff?” 

  • Stress on Owners and Management as they struggle Chaos while keeping their Glass Ball responsibilities in the air. 

The hard costs of not transforming the MSPs Operation are much easier to find, benchmark, and track. They are all financial in nature and impact both profits and sustainability.   

They include: 

  • Wasted hours, both billable and non-billable. 

  • Poor Client Experience (CX), kicking-the-can down the street rather than completing the engagement. 

  • Inefficient use of all resources - People, Tools, and Time. 

  • Profitability by Client. 

 

Often, the cost of not transforming is 6-10X the cost of transforming. 

 

Summary: 

Why Should MSPs Focus on Operational Transformation? 

  1. To Find the Freedom to Grow. 

  2. To improve the Mental Health of the Team, Client Employees, and Owner/Management. 

  3. For the money. 

 

Great, now that we know the WHY, what is next?  

Hint: 

  • What is an Operational Transformation for MSPs? 

  • When should an MSP focus on Operational Transformation? 

  • How does an MSP Transform its Operation to Find the Freedom to Grow? 

 

Let’s make 2025 a year of growth, success, and balance. We’re here to support you every step of the way. 

Happy New Year! 

  

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Need Service Coordinator Training? Just want another pair of eyes on your Autotask PSA Software or Datto RMM to see if YOU are fully using it? We can complete an evaluation that will tell you exactly what you need to fix or improve.  

Talk to us: info@agmspcoaching.com 

Stephen & Co 

At Advanced Global MSP Consulting, we are committed to helping you grow your MSP business by improving your service delivery experience and eliminating Chaos. We understand the unique challenges you face in the MSP industry, including the mental health struggles that can come with the territory.  

Resources:  

Cassidy Stier
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Finding Freedom: From Within