Ask Intronis: What can I do if a customer is freezing me out?

Posted by Courtney Steinkrauss on Feb 1, 2016 8:30:00 AM

Q: I like to do an annual planning meeting with each of my customers at the beginning of the year, but there’s one customer who’s not getting back to me.  I’ve tried reaching out through the usual means but haven’t heard anything. It feels like they’re freezing me out! What advice can you offer to help me get through to them?

We understand how frustrating it can be when you can’t reach your customers. Whether there’s a looming winter storm, new malicious software to warn them about, or an issue with their backups, you need to be able to get in touch. If your current communication isn’t getting the job done, it’s time to introduce something different to get their attention.

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Topics: Customer Management, Ask Intronis

Ask Intronis: How do I recover a customer after a CryptoWall 4.0 attack?

Posted by Courtney Steinkrauss on Jan 25, 2016 9:00:00 AM

Q: My team has been dealing with a worst-case scenario. One of our customers was hit with CryptoWall 4.0, and their systems need to be restored. We’ve paid the ransom, and the ordeal is over, but none of us (my customer and my team) want to deal with this again. To avoid another ransomware attack, I want to find out exactly how the malware infiltrated their network. How can I pinpoint where the breach happened and protect my customer from another attack?

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Topics: Malware, Customer Management

Ask Intronis: How do I set up an onboarding process for new customers?

Posted by Courtney Steinkrauss on Jan 11, 2016 9:00:00 AM

Q: I want to create a standard process for conducting customer onboarding sessions at my MSP to make it simpler for any member of my team to run one. This would help us offer onboarding to all of our new customers, start things off on the right foot, help us understand more about their needs. How should I get started?

We know how important it is to set the right tone with your customers. By blocking off time to get to know each customer, you can also make sure you’re addressing their needs, providing them the best IT support possible, uncovering potential upsell opportunities, and creating an open and trusting relationship.   

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Topics: Growing Your MSP Business, Customer Management, Ask Intronis

Three ways to use BCDR statistics to improve client satisfaction

Posted by Achmad Chadran on Sep 9, 2015 10:57:37 AM

I sometimes wonder whether IT service providers feel like dentists.

Think about it. We all know it’s the right thing to do, but none of us really looks forward to going to the dentist. In the same vein, I can imagine the anxiety a small business owner might feel seeing his or her MSP’s number on caller ID. Yet given your commitment to protecting your clients’ IT applications and digital assets, this is totally unfair to you and to them. Like the dentist, you are providing an essential benefit, making sure your clients enjoy a clean bill of health.

Still, those old associations never go away, do they? That’s why you can always count on getting that little goodie bag — you know, the one with the floss, trial-sized toothpaste, mouthwash, and toothbrush engraved with your dentist’s name — at the end of each visit. What if you had a similar goodie-bag offering you could use to sweeten your client conversations?

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Topics: MSP Marketing, IT Services Trends, Business Continuity and Disaster Recovery, Customer Management, Saving Time, Automate Your Day

How to retain managed service customers

Posted by Carrie Simpson on Jun 10, 2015 6:00:00 AM

You courted your SMB clients. You wooed them. You got them to sign that SLA, and now you’re married. But how do you keep the love alive?

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Topics: Customer Management

5 Types of problem customers that every MSP should avoid

Posted by Stuart Crawford on Apr 29, 2015 9:00:00 AM

When times are tough, you might feel like you need to take on any customer you can get. However, this is can be a risky move. Some clients can actually be detrimental to your success—and your bottom line.

Here are five problem customers you need to watch out for when booking new business as an MSP:

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Topics: Business Development, Sales Management, Buyer Targeting, Customer Management

Ask Intronis: How should I tell my customer that a backup failed

Posted by Courtney Steinkrauss on Apr 6, 2015 9:02:00 AM

Ask Intronis is a weekly advice column answering common questions from MSPs and IT service providers. It covers topics ranging from pricing and selling to marketing and communications—and everything in between. Submit your questions by emailing

Q: As an MSP, I always provide great service to my small business customers. But, what should I do if a backup fails? I want to avoid a potentially awkward conversation with the customer, but I also want to be honest. How should I handle situations like this? 

Communication is a key part of any services business. Letting your customers know about a problem and sharing key metrics with them builds trust and also helps you prove your value.

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Topics: Customer Management, Ask Intronis

Ask Intronis: How to transition my SMB customers to fixed pricing

Posted by Courtney Steinkrauss on Feb 16, 2015 9:00:00 AM

Q: I want to switch my customers to a fixed price plan, but I'm not sure where to get started. They’re all used to paying per gigabyte, so I'm afraid they won't want to change. How should I set up the new pricing? When should I break the news, and what should I say? 

Be patient, and don’t rush the change. Customers get comfortable with the way things are, so it can take a little handholding to get them to embrace a new approach. You also shouldn’t feel like you have to switch every customer over to a different plan all at once. Take your time and plan out how and when you’ll approach each of your customers.

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Topics: Selling Cloud Backup, Customer Management, Ask Intronis

MSPs Beware: Do your research before signing that new prospect

Posted by Stuart Crawford on Feb 4, 2015 9:00:00 AM

Who is your ideal client? As an MSP, you probably have some standards about the kind of companies you want to work with—say, SMBs with 50+ users, from one of four or five industries, in a period of growth, etc., etc. Most MSPs won’t turn away business that doesn’t match their ideal, but that doesn’t mean you should work with everyone who comes knocking at your door.

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Topics: Buyer Targeting, Customer Management

Tame BYOD with MDM, VMI, and file sync and share

Posted by Alan Earls on Oct 16, 2014 9:00:00 AM

BYOD – the bring-your-own-device revolution that has exploded the traditional world of IT – is not going away…For better or worse, top management and business owners love their iPhones, iPads, and Android devices and insist that regardless of issues of complexity and security, they should be able to use them as their front-end to all the goodies in the corporate store.

That means IT has got to follow their lead and just make it work. Fortunately, there are some helpful technologies emerging into widespread use.

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Topics: Cloud Trends, Customer Management

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