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Reducing the Burden of Line-one IT Support Tickets for MSPs
With Learning As A Service (LaaS)
of all support tickets received by an MSP are triaged down to line-one
of all line-one IT support tickets are related to password & login issues
of all line-one tickets are Office 365 or relate to basic Windows issues
of line-one tickets would have not been raised with appropriate training
where MSP growth can lead to issues
The start of the problem for MSPs
As the MSP market expands, so does the need for efficient and streamlined support processes. The frontline support, represented by line-one support tickets, forms the backbone of an MSP's interaction with its clients. However, the high volume of basic support requests can impede an MSP's ability to deliver timely and comprehensive assistance, leading to potential dissatisfaction among clients.
About the white paper
This white paper explores the transformative concept of Learning as a Service (LaaS) and its profound impact on Managed Service Providers (MSPs) and their clients. LaaS presents a proactive and comprehensive approach to empowering clients with IT learning resources, cultivating self-sufficiency, and reducing the burden of line-one support tickets. By providing on-demand access to curated learning content, clients gain confidence in resolving common IT issues independently, leading to improved client satisfaction and loyalty.
A proposed solution to line-one ticket burden
In response to the increasing demands of clients and the growing need for effective IT support, the concept of Learning as a Service (LaaS) has gained momentum within the IT industry. LaaS represents a paradigm shift from the traditional reactive support model to a proactive and empowering approach.
The implementation of LaaS not only fosters a culture of continuous learning and professional development but also yields substantial financial benefits for MSPs, including cost savings and increased operational efficiency. Through seamless implementation, strategic content curation, and client engagement, MSPs can leverage LaaS to strengthen client relationships, optimise support operations, and drive success in the ever-evolving IT support landscape.
Implementing a LaaS solution represents a proactive and transformative step for MSPs to drive client success, foster collaborative partnerships, and stay ahead in a rapidly evolving IT support landscape.
Pete Bennett
CEO of Disrupt