TubbTalk Bonusode: Why Should MSPs Outsource Their Helpdesk for Business Growth? - Tubblog: The Hub for MSPs

TubbTalk Bonusode: Why Should MSPs Outsource Their Helpdesk for Business Growth?

TubbTalk Bonusode: Why Should MSPs Outsource Their Helpdesk for Business Growth? image

In this special bonus TubbTalk episode, I talk to Bradley Munday and Jason Kemsley, co-founders of OutsourceUptime Solutions, to learn more about their impending merger with Inbay.

Uptime Solutions is a white-label outsourcing platform, offering specialist support to MSPs for NOC, SOC and helpdesk. Likewise, Inbay provides outsourced support, with project help and dedicated tech expertise.

An Interview with Jason Kemsley and Bradley Munday

Watch the Interview Here

How the Merger Came About

Uptime Solutions and Inbay have announced a merger, but how that’s come about may not be apparent. Jason explained that in 2022, several of Inbay’s leadership team moved on to new roles.

“We realised that we have a complementary set of products here, and there would be no issues with deciding on the leadership team, which usually happens with M&As (mergers and acquisitions).

“And the more we thought about it, the more we saw it as a perfect fit. We both support MSPs to outsource more. But we’re light on sales and marketing, whereas Inbay have a dedicated team. And then it also doubles our outsource development team too.”

The Outsource Solutions Inbay Offer

For MSPs looking to outsource, Inbay offer 24/7 NOC (Network Operation Centre) monitoring with a dedicated, full-time tech team, so there’s no need for MSPs to recruit staff.

They also offer an RMM (remote monitoring and management) audit, so they can make script recommendations and implement the changes too. Inbay also offer project support, as well as the option to outsource helpdesk, which aligns with Uptime’s current solution.

How Uptime are Sharing Their News with the MSP Community

Jason explains that the merger means that both Uptime Solutions and Inbay will be able to deliver more support than before to any MSPs looking to outsource. “Sometimes I’ve missed out on an event because I’m working on a project, so now we’ll have a big team to do that for me.

“Both Brad and I are keen to amplify our giving back to the community, and the merger will free up our time. We want to make ourselves as available as possible for our customers at this time.”

Jason adds that they’ve both cleared their diaries for the first three days to answer any questions. He will be on Reddit and The Tech Tribe as well, as the news breaks, so any queries can be addressed quickly. And of course, he’ll be at lots of events where he’ll be happy to chat to any MSPs.

Why should #MSPs outsource for business growth? And how can @UptimeSolutions help? Richard Tubb finds out. Click to Tweet

Why More MSPs Should Outsource

Some MSPs say that attempts to outsource work haven’t been successful. I believe there are two reasons for that, Jason says. Firstly, they haven’t had enough trust in the business they’ve outsourced to. Secondly, their goals haven’t aligned.

“I talked to someone the other day who’d outsourced to another MSP. And when they got busy, they dropped the ball on the client’s work. We’re confident that we build the trust in our client relationships.

“But more importantly, many MSPs over the years have said they’d love to work with us, but we don’t have the right mix of services for them. Hopefully, the merger with Inbay means we have the perfect product suite. Wherever possible, I like to have a chat with a company, and if we’re still not right, I’ll say so.”

What the Merger of Outsource Experts Means for the Wider Industry

The role of the MSP has got much busier in recent years, and that’s only going to increase, say Brad and Jason. As more and more clients invest in tech, MSPs’ responsibilities will increase.

Jason explains: “It’s important to have someone customer-facing at the helm, and a lot of vendors don’t have that. And we both believe that transparency and integrity are going to become more essential than ever.

“But really, what today’s MSPs need are options. For instance, maybe they outsource to us for helpdesk. Then they want more tech support, so they have to choose another vendor. If they don’t work out, you still have a good relationship with your account manager.

“And so having options, I think is the most powerful thing that MSPs can have, as we move forward into next five years. And if I may say so, having it with a business that’s built some credibility and some integrity just makes it a little bit better.”

Why This Merger Will Succeed When Others Have Failed

Often, mergers and acquisitions are motivated by money. Almost anyone in the IT space will be familiar with a big M&A that took place a year or so ago that didn’t go well.

“And I think that tends to happen when there are investors involved,” explains Brad. “But our transaction doesn’t have investors. There’s nobody waiting for a return on their investment.”

“What I love about this is we’ve done this without investors so we’ve got nobody to answer to. So the values that we’ve built and committed to over the years can continue.”

Jason adds: “The key for me is continuity. Normally what happens following an M&A is that a lot of the ‘A players’ slowly start to disappear. But I know that the Uptime leadership will remain at the head, to continue to do what we’ve done for the last decade. For better or worse.”

How to Connect With Brad and Jason

How to Connect With Me

Mentioned in This Episode

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RICHARD TUBB

Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk

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