MSPmentor Blog

How MSPs Can Better Service Customers, Grow Recurring Revenue and Expand Offerings

G2A_ipad_MobileWe all know that IT and customer support are in the midst of dramatic change pushing companies to rethink support. Why? Because the support burden is accelerating at a furious rate.

Today there are 10-plus billion mobile devices, 50 percent more applications, an infinite amount of unique configurations and more distributed workers than ever before. Since more companies will look to outside resources to keep up with support demands, this explosion has opened up a perfect opportunity for MSPs.

Now is the time for MSPs to grow recurring revenue, expand their portfolio of offerings and better service their customers. But to do so, MSPs must exploit the advantages they can gain from the latest trends in support tools.

Cloud-Based Technology

Today, MSPs must look to new cloud-based technologies that combine key support services in one seamless integrated toolset. Integration boosts efficiency, reduces complexity and enables effective synergy between tools. Instead of relying on multiple single-point tools, MSPs need unified toolsets that encompass the full spectrum of remote support, incident logging and tracking and infrastructure monitoring.

Just imagine being able to start a remote support session directly from a service desk ticket and easily save session notes and recording back to the ticket. Consider the usefulness of creating a service desk ticket immediately from a monitoring alert. Or, how about being alerted via text message of an issue in your client’s network and then proactively resolving the issue with remote support ‒ even before the client knows anything about it?

IDC’s recent Tech Spotlight, “Beyond Remote Support: Delivering Unrivaled IT and Customer Support in a Cloud-Based BYOD World,” highlights the growing need for consolidated tools that enable support teams (both internal and managed service providers) to be more efficient and effective.

Game-Changing Triple Play

According to IDC, a new generation of support technologies is quickly becoming a powerful game-changing move. When MSPs adopt the “triple play” of “all-inclusive remote support, service desk, and IT monitoring,” they can deliver faster support, initiate help desk tickets and manage all IT workflow and monitor the internal infrastructure ‒ all from one easy-to-use interface. MSPs using all-inclusive toolsets will immediately experience productivity gains, cost savings and open up the door to expand their portfolio of offerings too.

Recognizing this drastic need for enhanced ease and efficiency, Citrix GoToAssist now delivers integrated cloud-based support solutions. With GoToAssist’s simple but powerful tools, IT teams can provide remarkable support experiences ‒ no matter where they are or what device they’re on. MSPs can easily maintain the uptime of their clients’ devices and apps and gain total visibility into their services and networks.

The GoToAssist integrated toolset unites Remote Support with Service Desk and Monitoring – choose one, two or all three GoToAssist modules to meet your specific business needs. GoToAssist also allows for multi-tenancy so you can easily keep track of multiple clients with one tool.

GoToAssist Monitoring can help you:

  • Rapidly audit prospects’ environments.
  • Monitor key server health and performance (Windows and Linux).
  • Set up proactive monitoring alerts when critical thresholds are passed.
  • Document emerging issues and the need for network changes.
  • Manage all of your clients through one account.

GoToAssist Service Desk can help you:

  • Streamline support team workflow and track incidents to resolution.
  • Allows your team to always stay on top of SLAs.
  • Create customer-specific portals to manage help requests and offer self-service.
  • View useful reports by customer & reporting that streamlines the billing process.

GoToAssist Remote Support can help you:

  • Quickly deliver live support to clients in need.
  • Support clients even when they are away from their computers.
  • Access unattended servers and computers for maintenance and updates.
  • Reduce travel time and boost productivity.
  • Increase revenue by selling “retained” support services.

GoToAssist integrated solutions allow you to focus on running your business and increasing your value to your customers. With GoToAssist, you’ll be able to lower costs, increase productivity and profit and ultimately grow your business. To learn more about GoToAssist’s robust feature sets or start a free trial, visit

Citrix logoCitrix offers tools such as GoToAssist to help MSPs lower costs, increase productivity and profits, and grow their businesses.

Discuss this Blog Entry 1

Jamie Warner (not verified)
on Apr 2, 2013
Great article. Interesting since eNerds ( has already built a PSA in-house which integrates with Kaseya so that tickets logged in our system provide node information and enable us to log directly into the Desktop/Laptop/Server via Kaseya from the ticket itself! So the future is here already and yes it provides a seemless end to end support process.
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