How MSPs Can Turn Integrations Into Opportunities

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How MSPs Can Turn Integrations Into Opportunities

Over the years, I've spoken with MSPs and MSSPs and discovered that one of the biggest challenges is managing multiple client environments.

The concern is the same: each system has distinct service desk portals, workflows, and practices. And this leads to missed tickets, data duplication, miscommunication, and tedious manual updates.

On top of that, the tools designed to improve service delivery often become the reason the services don’t meet the expected standards.

In an industry where every ticking second translates to expenses, this could have massive implications for your business.

How to Avoid The Hidden Costs of Being Out of Sync

In my experience, the first step for MSPs seeking to reduce expenses while staying in sync with customers is to adopt innovative integration strategies.  

By connecting their platform with their customers’ systems, all parties will remain in their native environments while receiving updates automatically.

No more context-switching between apps or getting forced to use a new, unfamiliar system every time.

Their testimonies usually manifest in faster response times, fewer errors, and better data quality. This allows teams to focus on solving real problems, not chasing down information.

A Common Use Case for MSP Integration

Here is a concern I always encounter with MSPs trying to integrate with clients.

Imagine a client reporting a threat in the Jira Service Management (JSM) portal, and it needs to be logged in the MSP’s ServiceNow.  

If an integration is in place, the ticket will trigger an automatic, high-priority incident in ServiceNow, starting the MSP’s response workflow, without delays or errors.

The MSP can then customize the integration for each client separately while maintaining control over their environment.

Over time, this single point-to-point integration will evolve into a network of connected systems spanning organizations and industries.

As more clients connect, the network’s value increases, creating a classic network effect in motion.

The New MSP Integration Approach

MSPs no longer view integrations as merely a means to enhance their services. They now consider it part of their service offerings, which also opens up new revenue streams.

Apart from that, the integration as a service (IaaS) offering helps MSPs differentiate themselves from competitors and adds value to their portfolio.  

Before adopting a new approach, here are a few bases to cover:

• Assess if your current systems are integration-ready.
• Make security, privacy, and compliance non-negotiables.
• Choose integration tools that allow client-specific customization.

Integration tools like Exalate connect multiple systems and can tailor integrations to client needs.

With script-based, AI-powered setups, your team can ensure real-time sync across platforms like Jira, ServiceNow, and more.

With integration tools as part of their line items, MSPs improve their average incident response and resolution time. Over the last decade, some MSPs have even seen a 60% increase in the demand for service desk integrations.

Is This the Right Integration Setup For Your Organization?

Of course, the MSP integration setup comes with challenges like security, compliance, and contractual obligations. But, for high-growth MSP environments, the payoff is significant.

So the real question is: “What is the cost of not doing integrations?”

And the answer is always the same: In the MSP industry, where rapid response defines success, the ability to connect, automate, and scale systems becomes a must-have.  

It’s time to rethink whether your existing tools are helping you respond faster or are quietly slowing you down.

Discover how service providers can gain a competitive advantage by using integration as a part of their service offerings.