For MSPs today, not being available 24x7x365 significantly impacts the client satisfaction score and the ability to land quality clients. However, managing and hiring an after-hours team is a huge challenge and a big cost that can’t justify the ROI available.

Putting the business hours engineers on on-call rosters or keeping an answering service ends up increasing escalations, frustrated employees who work on escalations at odd hours, and operational costs for the company. Further, it doesn’t change much for customers, who must deal with a default-to-escalation mindset and wait for on-call engineers to resolve their issues. 

Keeping a well-trained and intelligent after-hours team can be exorbitantly expensive for MSPs and the utilization of engineers also remains low, but it opens a lot of opportunities as more customers look for 24x7 MSPs. One of the largest MSPs in the USA based out of Florida, was facing the same challenges, and decided to work with us to manage their after-hours services. 

Read a detailed break-down of how we helped a Florida-based MSP reduce their IT operations cost by 40% with Netoyed’s After Hours Program: