When I started Synivate back in 2011, right around the time Microsoft Office 365 launched, I knew I wanted to build something better than what I had been experiencing. Like many new business owners, I took on anything and everything to get off the ground.
By 2014, it became clear that the path forward was in managed services. Our PBX customers kept asking us for help with networking; we quickly realized that this was the way forward. That inspired our transition to a pure MSP service model.
A Repeatable and Consistent Service Model
Growth has been our goal. Even our name — Synivate, a combination of synergy and innovate — reflects that mindset. Early on, everything was a one-off, from onboarding new hires to handling client requests. As the business matured, I started asking myself, “How will we do this in two years?” Adopting a forward-thinking mindset led us to focus on procedures and automation.
That strategy paid off. Being recognized as a Top 100 MSP in the MSP 501 rankings validated that we were on the right track.
The One-size-fits-all Approach
Over time, we developed a service model that eliminated the complexity of multiple pricing tiers. The catalyst? A long-time customer, who initially started with our lowest-tier service, asked about a service we had previously recommended. Their response stuck with me: “Don’t let me say no if I really need something.”
We shifted to a simple, streamlined service model that avoids the confusion of multiple tiers. Instead of one-off projects, we now use every engagement as a starting point for a long-term relationship, ensuring our all-in-one model delivers the best results.
One Giant Leap
Early on, our sweet spot was small businesses with five to 20 employees. But when a firm with 100 employees across multiple locations needed our help, we couldn’t say no.
I reached out to vendors and industry peers, leveraged every resource I could, and made it work. That customer is still with us today. In fact, their success story is one of our proudest achievements.
That experience prepared us for the complex project of merging the technology of three separate companies into a single entity. Each had its own SharePoint, OneDrive, and Teams environments. It was a massive lift, but we got it done.
With the rise in M&A activity, IT integration services will be in high demand. Every MSP should keep that in mind.
Our Own Growth Plan
Over the years, we’ve built significant automation capabilities internally. We want to capitalize on that by teaming up with like-minded MSPs. With our infrastructure and processes in place, acquiring and integrating other MSPs just makes sense for the next phase of our business.
At Synivate, our journey has been about continuous improvement, adaptation, and a relentless focus on delivering the best possible service. And we’re just getting started.
4 Pieces of Parting Advice
- Don’t Be Afraid to Take on Something New. You never know what you’re capable of until you try. Some of our biggest successes came from stepping outside of our comfort zone.
- Plan for Growth from the Start. Assume you’ll grow 25% every year for the next five years. Set up scalable RMM and PSA systems early. Implement the processes you’ll wish you had in place later.
- Hire for Culture, Not Just Skill. A good cultural fit is more important than technical expertise. Skills can be taught, but cultural alignment is essential for a strong, cohesive team.
- Automate Everything You Can. Many MSPs get stuck in firefighting mode and never prioritize automation. If you focus on automating before the next big crisis, you’ll build a more resilient and scalable business.
James E. Gaskin contributed to this article.
SEAN MAGUIRE
President and founder, Synivate
- Founded: 2011
- Location: Sharon, MA
- No. of employees: 10
- Website: synivate.com
- Company focus: Synivate serves as a trusted business partner, managing all aspects of customers’ technology. We take the time to understand their needs, implement holistic solutions, and deliver consistent, repeatable service.
- Professional memberships: ChannelPro, Channel Futures, N-Able All-Star Program, various peer groups
- Recommended book: Profit First by Mike Michalowicz
- Favorite part of my job: Interacting with customers and prospects
- Least favorite part: Putting out fires!
- What people would be surprised to learn about me: I’m a terrible golfer.
Images: Sean Maguire
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