{"id":5287,"date":"2020-04-02T18:30:58","date_gmt":"2020-04-02T17:30:58","guid":{"rendered":"https:\/\/www.n-able.com\/?p=5287"},"modified":"2021-04-05T18:52:27","modified_gmt":"2021-04-05T17:52:27","slug":"handling-covid-19-situation-what-it-means-msps","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/it\/blog\/handling-covid-19-situation-what-it-means-msps","title":{"rendered":"Handling the COVID-19 Situation: What it Means for MSPs"},"content":{"rendered":"
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In the UK we\u2019re now two weeks into the major disruption caused by the COVID-19 pandemic. I thought it would be worthwhile to share some thoughts about our experience so far, and what we can look for in the future.<\/p>\n

Communication is vital<\/b><\/h3>\n

At these times, it\u2019s vitally important to maintain lines of communication with your customers. Be empathetic\u2014managed services providers (MSPs) and IT consultancies are in a strong position because we are in demand, now more than ever. But we should remember some of our customers aren\u2019t in the same position. They are anxious and some are looking at the failure of their businesses after many years\u2014through no fault of their own. And they may also be balancing more basic needs like taking care of family and adjusting to changing schedules.<\/p>\n

Communicate directly with your customers\u2014and on your social media feeds\u2014that you\u2019re open for business. Give them confidence that you\u2019re coping and your own plans are in place and working. Leverage the technology we’ve been encouraging our customers to use and throw extra resources at it if you can. We can use this disruption as an example of how cloud-based technology can help resolve problems during difficult times.<\/p>\n

Within your own businesses, it really should be all hands on deck. No one is above answering a call, even if it\u2019s just to log a ticket.<\/p>\n

Speaking of tickets, they really are the easiest way for your team to know who\u2019s dealing with what. They also make it simple to see which areas of your business are swamped and give you a history of everything that\u2019s been done. This history will be very useful later on. If you don\u2019t have a ticketing system already, get one.<\/p>\n

Take a balanced approach\u00a0<\/b><\/h3>\n<\/div>\n
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