Kaseya’s Fred Voccola: Efficient Operations Key to MSP Success


**Editor’s Note: Read Kaseya CEO Fred Voccola’s “11 Gems” from on stage at Kaseya Connect 2018.**

At the recent Channel Partners Conference & Expo, I moderated a panel about the tools that managed service providers (MSPs) use to increase their operational efficiencies. Within minutes, the room was alive with panelists and attendees having a freewheeling conversation about their frustrations, war stories and worries about when and how to implement MSP management software.

There are more streams of data to manage and analyze, new business lines and models, new technologies and more challenging customer-engagement processes. Partners are struggling. In a recent CompTIA survey, 29 percent of respondents deemed themselves mostly inefficient, especially when it comes to service delivery operations and sales processes.

For many MSPs, commercial software platforms such as professional services automation (PSA) and remote monitoring and management (RMM) are the key to improving efficiencies and doing more with less. But these solutions are still complex and messy, and as more and more “must have” solutions like backup and disaster recovery (BDR), IT documentation and security are integrated into partners’ offerings, MSPs’ frustration levels are high. There are too many solutions and not enough techs.

Kaseya's Fred Voccola

Kaseya’s Fred Voccola

This week at the Kaseya Connect conference in Las Vegas, the business-management software provider unveiled new products, features, partnerships and integrations designed to simplify the lives of MSPs. The company’s goal is to allow its partners to go to one interface in order to manage their clients, rather than having to cobble together processes and platforms that mght not play nicely together to form a comprehensive solution.

I sat down with Fred Voccola, CEO of Kaseya, this week to discuss the operational challenges faced by SMB partners and how Kaseya’s new announcements will help.

This transcript has been edited for length and clarity.

Kris Blackmon: In your keynote, you emphasized that Kaseya is focused on SMB not only because it’s an exploding market opportunity, but because the partner attendees in the audience are by and large SMBs. As much as we talk about PSA, RMM and other MSP management software, there are still a significant number of smaller partners who don’t use formal platforms. They think they aren’t big enough to warrant the cost, or that the implementation will cause more headaches than it solves. What is Kaseya’s approach to this market?

Fred Voccola: We have over 7,000 MSPs between 10 and 30 employees using RMM. A third of them using our PSAs. When I think of the smallest MSP, I think of something that’s, like, one to five people. We get a ton of leads from customers that are under 10 employees, and a lot of those we don’t really recommend other products, when it’s that small.

It depends on how sophisticated they are. Sophistication level of an MSP is not dependent on …

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