We are in an era defined by digital transformation and Managed Service Providers (MSPs) are facing unprecedented challenges. Whilst the demand for their expertise has surged, this in turn increases the pressure on their support and engineering teams, which is escalating. This can cause internal friction and even risk leaving customers underserved. Burnout causes people to rush tasks and in these situations they may fail to do their best work. No MSP wants their engineers to serve customers in this way, but it is easy to fall into a downward spiral if the systems and tooling do not provide the appropriate functionality and support.
Put staff first
More businesses than ever rely on MSPs to manage their networks, secure their data and ensure the uninterrupted operation of their digital ecosystems. There’s a lot to do, but according to research by Forrester Consulting, only one-third of tasks are currently automated across IT functions. Repetitive manual processes are a burden and take valuable time away from other activities. For MSPs, it would be a missed opportunity not to embrace automation and put their staff first. Not only is this good for their people but it will help improve the bottom line. It seems that alleviating some of the pressures on staff to help improve employee wellbeing is good for the MSP and their customers.
It’s no surprise there has been a sharp rise in burnout and stress-related absences among IT professionals, leaving MSPs battling to balance the demands of customers with the health of their staff. A study published in the Journal of Occupational Health Psychology found that those who work in technology reported high levels of stress due to high job demands and lack of control over their work.
Despite fears that machines and artificial intelligence (AI) could replace humans in the future, a recent study found that 60% of respondents believe automation can help to address some of the burnout challenges and increase job fulfilment. In the same survey, 57% of employees said they view employers that use automation to modernise operations and support employee wellbeing more favourably than those that don’t. This statistic supports the generally accepted trend that it is easier to recruit good technical people if you can give them the latest tools and technology to help them succeed.
Five benefits of automation
Here are five ways in which automation is helping reduce the pressure on MSPs and supporting their
MSPs must embrace automation
Embracing automation is a great way of supporting people in their jobs rather than replacing them, helping to increase resource capacity. It may seem like a daunting task, especially given the complexity, but the benefits to both company and staff alike are too significant to ignore. However, there are lessons to be learned about how to transform an MSP’s operations without further tying its people in knots, and that’s where the technical expertise and industry knowledge of a technical partner comes in. By partnering with the right people, an MSP can avoid taking on further stress and de-risk their transformation investment.
End-users expect seamless and always-available digital experiences; there is no time for disruption or delays. That’s why MSPs can’t afford to ignore the benefits of automation for their staff, customers and the bottom line. To find out more about how your MSP can automate processes and transform operations, please contact us today.