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According to Pica, the best MSPs spend half as much on support per end user as their middle-of-the-road peers, and can invest more in new skills and tools as a result.
“It’s really hard to compete [with me] when I have so much more money,” he says.
Automating otherwise manual technical processes, Pica continues, is the key to lowering support costs. Day, who leaned heavily on automation to fuel growth back when he was a top-performing managed service provider himself, concurs.
“Automation is the single biggest opportunity that we have,” he says. “Anything you can do to automate is going to reduce your reliance on people and allow you to scale.”
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