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A Proven Approach to Convert Your Break-Fix Clients to Managed Services


Jul, 15

A Proven Approach to Convert Your Break-Fix Clients to Managed Services

laptop-gearEveryone needs support. But if you’re not meeting your customers’ support needs, they’ll find someone who will. When I think back on my own MSP business, I remember alienating more than a few potential customers during our transition from break-fix, because we were only offering managed services plans.

But some customers just aren’t ready for managed services. It took a while, but I eventually figured it out and turned back to the break-fix model to help convert legacy customers and new prospects over to my fully managed model.

While there are businesses here and there that will never need managed support, there are countless other businesses that absolutely DO need proactive monitoring to keep their company’s network safe, secure, and operating at maximum efficiency.

The problem? Oftentimes the business-owner thinks it’s “just fine” to pay an hourly rate when something breaks or when a specific need arises.

Your challenge—and responsibility—is to show this client why managed services is the most efficient and effective way to maintain their network. The key here is using the break-fix model combined with a freemium offer. If done right, you build a constant cost basis for the client, as well as point out notable issues that would routinely be fixed as part of your proactive managed services plan.

Here’s how I did it in my MSP business:

Establish a Free Monitoring service:

  • Install an agent on EVERY PC you service, no exceptions
  • Offer free “tech” alerting to every break-fix client and every new prospect
  • Use LabTech (or your RMM solution of choice) to customize alerts for no contract customers [TIP: LabTech Ignite® makes this a breeze with 19 built-in monitors pre-configured for No Contract groups]
  • Integrate your Autotask or ConnectWise PSA solution with your RMM platform to enable automated client alerts, workflows and auto-remediation to facilitate the entire process
  • Charge the clients a quarter of your hourly charge for each fix, even if the fix is automatic and a tech never touches it

After your Free Monitoring service is up and running, getting your break-fix clients to make the switch to a fully managed plan is simple:

  • Concentrate your efforts first on the clients that are quickest to respond to your automated alerts
  • Calculate their average monthly billing under the Free Monitoring service and compare it to the cost of your monthly managed plan; the difference is pretty small

Nothing is more effective when closing a sale than being able to provide a powerful demonstration. For literally pennies a day, you can provide your break-fix and prospective customers with an incredibly compelling demonstration of how effectively you can keep their network running at peak efficiency for just a little more than they’re already paying. It’s a win-win!

Want to Learn More?

Watch Episode 1 of the MSP:360° webinar series to hear more about how I implemented these tips in my own managed services practice.

Watch the Video

kevin-gibsonKevin Gibson, Senior Product Manager & Evangelist
LabTech Software

Kevin is an avid racer whose need for speed carries over into his role at LabTech Software. As co-creator of LabTech Ignite®, he’s always thinking of ways LabTech can work faster, so you don’t have to.

Kevin’s deep understanding of the IT services space includes more than 17 years’ experience developing and managing enterprise information systems, including four years overseeing service and product development for a managed service provider (MSP) in the metro Atlanta area. His focus has been on Windows-based server architecture with a heavy emphasis on virtualization and application delivery both at the desktop level and via the Internet.

In his current role, Kevin is responsible for driving key LabTech technologies, including availability management, LabTech Ignite®, and professional services automation (PSA) and ModernOffice Suite integrations. In addition, Kevin works closely with members of the LabTech Partner Innovation Network (PIN) to ensure LabTech Software’s product strategy remains aligned with partner needs.

As a member of The LabTech Actuators®, Kevin joins the ranks of other IT service industry thought leaders who are tasked with developing and sharing best practices and industry foresight to ensure IT service providers and MSPs worldwide have the resources they need to improve efficiency, increase productivity and achieve overall business growth.

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