The ROI of Deep Freeze Cloud for MSPs: Cut Support Tickets, Boost Efficiency

It’s 4:45 PM on a Friday. You’re an IT support worker at a managed service provider (MSP). You’re excited about your weekend plans — maybe spending time by the pool, a barbecue or even going to a baseball game. But then the sound of a ringing phone shatters your daydreaming.

It’s a client, and they’re a bit panicked. They clicked on a mysterious link in an email, and now their computer is responding slowly. They desperately want to know if you can fix it. 

It’s times like these that you wish the MSP company at which you work had some sort of solution that could automatically reverse these kinds of problems. Something that could make these issues just go away, reverting back to a pristine state. Wouldn’t that make your job a heck of a lot easier?

What Is an MSP?

A managed services provider is a third-party company that remotely manages a customer’s IT infrastructure and end-user systems. Instead of a business dealing with IT issues only when they break (what’s known as the “break-fix” model), an MSP proactively monitors, maintains and updates systems, aiming to prevent problems before they occur. 

This proactive approach can include everything from network monitoring, cybersecurity, cloud services management, help desk support and data backup and disaster recovery. Businesses typically contract with an MSP for a fixed monthly fee, gaining access to specialized IT expertise and resources without the overhead of an in-house IT department.

What Are Some Common Challenges MSPs Face?

MSPs encounter several significant challenges in their operations. One major hurdle is managing resource demand with capacity, ensuring they have enough skilled technicians to support a diverse client base without overstretching or underutilizing staff. This is made all the more difficult when IT experts at the MSP have to help clients with less-than-complex situations. If IT staff at MSPs could focus more of their time and efforts on matters that truly require their expertise — and not just asking people if they’re sure their computer is plugged in — they could be more productive and probably more engaged with their work.

Maintaining profitability is another key concern for MSPs. They must accurately scope projects, avoid underpricing their services and identify “money-losing” clients or tasks. Effective communication with clients is paramount, yet often difficult, requiring clear updates and managing expectations. Again, this can be challenging because it’s tough to know at the outset just how many ongoing issues a client’s staff may have.

Last, keeping pace with rapid technological changes and the evolving threat landscape in cybersecurity demands continuous learning and adaptation. Meanwhile, staffing shortages in the IT industry make hiring and retaining talent a persistent struggle.

Cybersecurity and MSP Services

Cybersecurity isn’t just important to MSP services; it’s absolutely critical. Cybersecurity features and services are increasingly becoming the cornerstone of MSP offerings. With cyberattacks growing in sophistication and frequency, businesses of all sizes rely heavily on their MSPs to protect their sensitive data and infrastructure. 

MSPs implement multi-layered security measures, including firewalls, endpoint protection, vulnerability management and incident response planning. And yet, even with all these security measures, hackers still occasionally breach the defenses, and staff clients still accidentally make unauthorized changes to systems and workstations. A single security breach at a client’s organization can severely damage both the client’s reputation and the MSP’s credibility, making robust and proactive cybersecurity a non-negotiable component of any successful managed service offering.

How Much Time Do MSPs Spend Responding to Support Tickets?

The time MSPs spend responding to support tickets can vary, but there are industry benchmarks for both response time and resolution time. Efficient MSPs strive to reduce the average number of tickets per user to minimize overall disruption and ensure timely support. But there’s only so much the MSP can do: only so much training they can provide their clients, only so many cybersecurity measures they can implement and only so much time they can devote to reverting damaging changes.

But what if MSPs could spend less time resolving tickets related to breaches or unwanted changes? In that case, IT support staff could focus more on implementing upgrades and providing proactive maintenance. And the MSP could itself afford to focus on more clients with the same amount of staff. Translation: the MSP could bring in more revenue, and the employees could spend time on more engaging tasks. But how can an MSP make this a reality?

Deep Freeze Cloud

Deep Freeze Cloud from Faronics offers many features that make IT and cybersecurity management more effective and easier. Whether you operate an MSP or head the IT department of an organization, Deep Freeze Cloud can help you out in a number of ways. However, the feature that stands above all others is Deep Freeze Cloud’s Reboot to Restore technology.

With Reboot to Restore, you can set up a predetermined, pristine state for workstations and devices. You can get back to this state no matter what happens during a session, whether it’s an outside breach or an accidental system change.

And how do you get to this beautiful, untarnished state? You simply turn off the device and turn it back on. That’s it.

And apart from this key feature, Deep Freeze Cloud also offers:

• Application whitelisting, which permits only approved applications to run on your systems, preventing the execution of unauthorized or potentially damaging software.
• Anti-malware protection with real-time detection, prevention and removal of malware threats, including specific measures to protect against ransomware.
• Data loss prevention to limit certain functionalities with advanced system security measures, preventing unauthorized data access or transfer.
• Desktop lockdown restricts access to specific computer features, such as the control panel or start menu, to prevent unauthorized changes to system settings.

With Deep Freeze Cloud, you can simply tell that nervous client to reboot their workstation, and their problem is solved. With lightning quick ticket resolution times like that, your MSP can really boost efficiency, and therefore ROI. And you can get back to planning your awesome weekend.

Ready to learn more? Please reach out to our experts today, and they can tell you anything you’d like to know about our products.