Creating the Next-Generation IT Managed Services Provider Using Captain’s Chair

The world of managed services isn’t what it used to be. In the past, clients simply turned over the technical reins to their managed service provider (MSP), and the MSP would handle whatever IT functions were part of the agreement. Today, this sort of relationship just doesn’t cut it. Clients want to take a more active role in their technology management, and they want an MSP who’s going to act as a partner– in other words, they want a next-gen IT MSP. How can you set yourself apart in a competitive MSP market and offer your clients the visibility and reporting that they want? With Captain’s Chair, you can put clients in control, offering them a new level of transparency and accountability– a digital transformation.

Captain’s Chair and the Next-Gen IT MSP

Captain’s Chair offers clients a “single pane of glass” view of their IT environment: software, hardware and infrastructure. With this level of transparency, clients can feel confident that their IT resources are being managed effectively. Even better, it provides the insights they need to figure out if they’re getting the most from their IT investment.

Being a next-gen IT MSP is all about being more efficient and proactive. It’s about acting as a trusted advisor to your clients, not just a source of technical support. Captain’s Chair helps facilitate that relationship by offering a number of valuable benefits:

  • A Global View of Their IT Environment: A consolidated view into all aspects of the IT ecosystem gives organizations unprecedented levels of transparency. This complete transparency also helps MSPs work with their clients to meet their business needs, whether it’s reducing expenses or scaling their business.
  • IT Accountability: Clients deserve to know if their IT provider is doing its job. The Captain’s Chair platform provides that accountability, ensuring that all service levels are met or exceeded.
  • Actionable Insights: Captain’s Chair provides clear insights into the performance of an organization’s IT environment. Clients can determine if their IT environment is achieving optimal performance and make sure they’re getting peak value from their IT spend.
  • Control: When organizations outsource their IT services, they often feel like they’re losing control of the entire IT environment. Captain’s Chair puts that control back in their hands so that they can take the reins and maximize their IT ROI.

The Captain’s Chair platform ties in well with the next-gen movement from hardware to software. Organizations are looking to move away from the usual capital expense model of purchasing new hardware every few years; they can budget more effectively by utilizing cloud services and software that come with consistent operating expenses. Captain’s Chair delivers information and insights on all things digital to clients– from server statuses to web analytics to project roadmaps. It’s all there, ready for organizations to harness and use to gain a competitive edge in their respective industries.

Putting Clients in the Captain’s Chair

For next-gen IT MSPs, the key to success in this rapidly-evolving business landscape can be summed up with two words: communication and transparency. When you open up communication channels with your clients and provide the visibility they need to feel comfortable with your service, you’ll boost client retention and stand out from the crowd of competitors. If you want to help your clients enable their own digital transformation, put them in the Captain’s Chair. They won’t want to leave.

Captain’s Chair – Partnering with the ConnectWise Ecosystem

If you’re already part of the ConnectWise ecosystem, you know how this suite of complementary solutions can streamline and automate your work as a managed service provider (MSP). In today’s competitive MSP market, however, it’s no longer enough to simply provide services to your client. Clients want to take a more active role in their relationship with a technology MSP, and they want increased levels of transparency from their service provider. How can you reinforce your role as a trusted partner to your clients and give them the visibility they want? The solution is simple: Harness the power of ConnectWise and put your clients in the Captain’s Chair.

What is Captain’s Chair?

Captain’s Chair is an industry-first proprietary software designed to solve one of the most common causes of client frustration – the “black box” of outsourced IT. MSP’s sell Captain’s Chair to generate additional recurring revenue, reduce client churn and have the ability to work with larger, more lucrative clients. The platform presents a summary of information for clients on all aspects of their IT environment: tickets, backups, servers, network elements, websites and applications. In addition, the application also provides at-a-glance information on assets such as workstations, servers and subscriptions. Clients can also view quotes, reports and roadmaps that will help drive digital transformation.

The ConnectWise Connection

For ConnectWise users, Captain’s Chair is a natural partner. The platform pulls its information from multiple ConnectWise products, including:
• ConnectWise Manage: This Professional Services Automation tool can transform an organization’s help desk, automating tasks and keeping the flow of communication going. Through Manage, Captain’s Chair pulls information so clients can view the status of tickets, assets and warranty information at a glance to set their mind at ease. Going forward, Captain’s Chair will include additional features from the Manage product, including one that allows clients to see the status of project tickets.
• ConnectWise Automate: With this remote monitoring management tool, agents are deployed on all servers and workstations. The tool reports the health status for each device; using this information, the dashboard can generate automatic alerts when a device has issues or requires proactive maintenance. Through Automate, Captain’s Chair pulls information related to on-premise servers and workstations to give clients the ability to see the health status along with any downtime or trouble history.

Additional integrations are planned for other tools within the ecosystem, including ConnectWise Sell, which streamlines the proposal process and automates billing and collections.

Driving Digital Transformation

It’s clear that ConnectWise can help MSPs streamline their processes and create efficiencies. With Captain’s Chair, you can embrace the role of a next-gen MSP, offering clients complete visibility, transparency and accountability. Take advantage of the synergy between these two powerful platforms, and help your clients drive their digital transformation.