When Matthew Nikravesh hit a breaking point in 2012, it wasn’t over technology. It was about something far simpler: customer service. At his previous company, the leadership didn’t prioritize customer care the same way he did. “It caused major disagreements about how to grow the business,” he recalled. “That was an eye-opening moment for me and the catalyst to start Solarus.”
Nikravesh’s focus on customer service was rocket fuel for his MSP, Solarus Technologies. By 2021, the New York City-based business was booming. Over 5 years, Solarus increased annual revenue by over 300% and opened a second office in Miami, FL. Today, the IT firm boasts 8 office locations nationwide, 32 employees, and a strong client base of businesses and non-profits.
He credits that success to integrity, hard work, and work-life balance—plus a dash of luck. “After all that, there is still a portion of my success that can be attributed to luck.”
Humility aside, everything at Solarus begins and ends with the customer experience. “We always trying to network and connect people together,” he said. “Whenever I meet someone new, I always want to know what I can do for them.”
Mentorship and Customer Service Advice
As a strong believer in the power of mentorship, Nikravesh enjoys giving and receiving guidance from industry peers. He met one of his mentors, Doug Westervelt of Portland Internetworks, through a peer group thirteen years ago. Westervelt became a trusted advisor and close friend, shaping Nikravesh’s vision for Solarus.
The collaboration with Westervelt also inspired him to take other young professionals under his wing. “Being a mentor showed me there are different ways to do things. But at the end of the day, it’s a customer service industry and we have to ensure our customers are taken care of appropriately,” he shared.
When asked how an MSP can improve its customer service, Nikravesh said they should take a step back and put themselves in their clients shoes. What level of support would your business want if the situation were reversed?
Another factor is togetherness, which can make a huge difference for both morale and customer service. “Having our team leads sit in the same area as their teammates a couple times a week helps them understand the struggles their staff is having,” he noted.
Lastly, it’s all about expectations, according to Nikravesh. “If you set the expectation properly, clients appreciate that. Typically you’ll have a great experience.”
Finding Solarus’ Niche
Solarus plays in spaces that some other MSPs are hesitant to invest in. Take cloud-based communications for example. Nikravesh is blunt about why others avoid it: “They simply don’t know how to sell and support it.” Drawing on his previous telephony experience at a ShoreTel-centric MSP, he turned this once-intimidating technology into one of Solarus’ standout offerings. “It’s still one of my favorite things to talk about and help clients design.”
The company also discovered a sweet spot in serving non-profits. According to Nikravesh, non-profits have a major advantage when it comes to procuring hardware and software, but many don’t realize it.
“More than 80% of the time when we are introduced to a new non-profit we identify hundreds if not thousands of dollars in monthly savings by simply renegotiating and putting them on non-profit pricing with their vendors,” he said.
Solarus also helps non-governmental implement fundraising platforms and manage their IT budgets. “It’s important to them and their board that it’s accurate. Not only that they receive the funding but also account for how it’s spent. In many cases, they are backed by grants and those funds could be lost if they are not spent in time.”
Bold Predictions: Why the MSP Market is Due for a Shakeup
Nikravesh doesn’t shy away from bold predictions. Yes, AI will revolutionize common business applications like QuickBooks and Microsoft Office in his view. But a more seismic shift, he insisted, will occur when the government steps in to mandate credentials and training for IT service providers.
“Where I believe the industry will change the most is when the state or federal government gets involved. MSPs will need proper credentials and training to be able to offer technology services. Today, it’s easier to become an IT provider than it is to become a barber. ”
His goal? Prepare his own business, as well as the IT community, for that eventuality. The rest of the time? He’s building meaningful relationships—one customer service conversation at a time.
Matthew Nikravesh
Chief Executive Officer and Co-Founder, Solarus Technologies
- Founded: 2012
- Headquarters Location: New York, NY
- Supporting Locations: Huntington, NY, Savannah, GA, Miami, FL, Stamford, CT, Boston, MA, Seattle, WA
- No. of employees: 32
- Website: solarustech.com
- Company focus/service: Managed IT services, catering to SMBs and non-profits
- Professional memberships: Ingram Micro Trust X Alliance and Microsoft Cloud Service Provider
- Recommended book: Built to Sell by John Warrillow
- Favorite part of your job: Working with clients to help them use technology to grow their businesses.
- Least favorite part of your job: Dealing with the day-to-day issues that appear unexpectedly and takes me away from working with our clients.
- People are surprised to learn about me: When I am not busy working on growing my business I love spending time in the kitchen. I enjoy cooking, baking and of course eating. I consider myself a foodie and I am slowly trying to grow my following as a foodie via a blog and social media.
➡️ Check it out! Matthew Nikravesh tackles tough questions in our “3 Questions” Series!
