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MSP vendor redesigns its services for the SMB

Managed Services

NetEnrich Inc. CEO Justin Crotty says managed services providers are having a hard time cutting through the noise created by their customers.

The company based in San Jose, Calif., has just re-imagined is entire product line for the small-to-medium sized business market to address current solution provider challenges such as on-premise infrastructure, virtualized infrastructure, cloud computing and hybrid IT environments. NetEnrich has also positioned its newly designed SMB services with three levels of services engagements for the channel. They are:

  • SMB SmartEscalate – gives an additional layer of support directly from NetEnrich that drives efficiency and scale, while reducing the cost associated with managing inbound infrastructure alerts;
  • SMB Manage – full remediation and management of a customer’s IT infrastructure via NetEnrich’s secure IT operations platform; and
  • SMB Aid – supports the proactive monitoring of the client’s IT infrastructure by checking on the availability and performance of operating system services, event logs, SNMP-based network devices, and hardware errors.

These SMB services will be available at Ingram Micro Canada and NetEnrich is adding pay-as-you-grow pricing that offers a suite of remote and desktop managed services for one flat fee. The company is also offering an around the clock support experience manned by certified technicians with expertise in ITIL processes, network devices, and infrastructure and business applications.

NetEnrich has also included private-label capabilities by branding the client interface with their own logo.

“General MSPs struggle in SMB with efficiency and scale,” Crotty said.

“What I mean is that they have limited IT resources and those typically are costly with staff. It’s important that these high-priced IT staff is efficient and effective as possible. These new SMB services now feature access and use of our operation in SmartEscalate for example This is a thin layer of NetEnrich on top of an MSP’s own robust IT offering. It will help them maintain control and visibility with end-to-end support because they can leverage NetEnrich for alerts and tickets that can escalate.”

These new services have been built through MSP feedback, Crotty added.

There were two areas that the solution provider channel wanted addressed by NetEnrich. The first was the availability of comprehensive management functionality without entering a service deal.

“MSPs migrate from RMM tool to RMM tool and are always looking for that silver bullet. I think they are tired of switching tools,” he said.

The second area of need was better control of the client. Customers sometimes inundate an MSP with alerts. “We are helping to eliminate the noise they have to go through. This eats up time and dollars, but we will still have them as the face to the client,” he added.