Seeing the Bigger Picture
At Ingram Micro ONE, Chief Experience Officer Sandeep Nair described how his New York–based MSP, Solarus Technologies, sees technology and growth strategies through a human lens.
“We partner a lot with nonprofits to remove technical obstacles,” he told ChannelPro in an interview. “Maybe it’s a case manager or someone working to get benefits approved. Our job is to get technology out of their way so they can help the people who need it.”
That mindset drives every decision at Solarus. At daily stand-up calls, technicians share what problems they solved and who ultimately benefited. That awareness builds pride and accountability. “Each person can have this echo of positive benefit,” he explained. “We like to use the phrase ‘force multiplier’ about our people.”
A Broader View of Community and Collaboration
When discussing the Ingram Micro ONE event, Nair appreciated the gathering of so many different businesses. “I come here as an MSP, but there’s enterprise here, there’s other types of MSPs, different sectors and industries they support.”
That gives him new ideas for what might be “advantageous for Solarus and our customers,” he explained. To become a “force multiplier for good,” MSPs must step outside of their comfort zone and connect with people and ideas across the business ecosystem.
Partnerships also play a key role. Ingram Micro helps Solarus with everything from e-recycling to procurement, while peer groups like Trust X Alliance provide a network for shared learning and support.
“We brainstorm, challenge each other, and take something back to the business,” Nair noted.
Building Teams That Care
Solarus doesn’t just hire for technical skill. It recruits people who care about the missions of the nonprofits it serves.
“Finding people who care the same way that we care is the magic chemistry that makes it work,” Nair said. “We actually care about our customers’ missions and we want team members who feel that too.”
Make sure your clients’ values align with your own, he advised other MSPs. Then hire people who believe in what your clients stand for. When you hire for culture and shared purpose, technical excellence follows naturally.
Using Automation to Unlock Human Potential
Automation is another tool that Nair said can amplify human connection instead of replacing it. “When we reduce the need for the boring monotony of the work, it gives our people more opportunities to be human.”
By automating repetitive PowerShell tasks, Solarus frees its technicians to focus on empathy, problem-solving, and communication. Those skills build trust with end users and decision makers and ultimately help MSPs secure new business.
Growth That Reflects Client Success
Ultimately, Solarus’ business model is designed to grow alongside its clients. When a business adds users, Solarus’ revenue grows too.
Nair believes that MSPs should position themselves as growth partners, not just an IT providers. When clients see that a “trusted advisor” is genuinely invested in their progress, they’ll trust them to have a more significant role in shaping their future.
“We’re not trying to ever nickel and dime our customers. We’re helping them to become successful and hire more people. Then we’re able to grow alongside them.”
Parting Advice for Peers
- Look beyond the endpoint. Don’t measure success by closed tickets. Connect actions to outcomes. Spotlight how your work helps clients serve their customers or communities better.
- Hire for heart, not just skill. Technical skills can be taught. Empathy and curiosity cannot. Build teams with shared values and purpose. Alignment reduces churn and strengthens trust.
- Automate with purpose. Use automation and AI to support people, not replace them. Eliminate friction and speed delivery. Give technicians more time to think, listen, and solve problems.
- Choose partners that expand your impact. Vendors and distributors should add value for the end client. Pick partners who share your ethics, urgency, and service mindset.
- Grow alongside your clients. A business model tied to customer success builds trust and sustainability.
Related Resources
➡️ VIDEO: What do most MSPs get wrong when it comes to cybersecurity?
➡️ MSP PROFILE: Solarus Technologies CEO Matthew Nikravesh asks (rhetorically): Is customer service a cliché at your MSP?
Jonathan Browning is executive director of content and engagement for The ChannelPro Network. He has been a leader in the IT channel for close to a decade and he’s an avid fan and early adopter of technology. He believes that the Managed Services industry is the most important driver of economic growth and human innovation on earth.
Images: Jonathan Browning, iStock
