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Introduction

In today's dynamic world of business, keeping up with advancements is not just a strategy but a necessity. The Managed Service Program (MSP) is undergoing a transformative journey, adapting to technological developments, market demands, and the dynamic business ecosystem.

This blog explores top trends in MSP, from scalability to evolving service models and industry-specific adaptations. Discover insights empowering businesses to make informed decisions, maximize benefits, and navigate the complex modern business landscape confidently. Welcome to a journey through transformative MSP trends!

What is a Managed Service Program (MSP)?

A Managed Service Program (MSP) is a comprehensive outsourcing solution in which an organization delegates the management and responsibility for specific business functions or processes to a service provider. The primary goal of an MSP is to optimize operations, enhance efficiency, and often reduce costs for the client organization.

Key benefits of a Managed Service Program include:

1. Outsourcing of Services: The client organization outsources the management and execution of certain tasks or functions to an external service provider.

2. Service Level Agreements (SLAs): MSPs typically operate under SLAs, which are contractual agreements specifying the agreed-upon levels of service, performance metrics, and other key parameters. SLAs help ensure that the service provider meets the client's expectations.

3. Proactive Management: MSP often take a proactive approach to managing and optimizing the services they provide. This includes monitoring systems, addressing issues, and making improvements to enhance overall performance.

4. Scalability: Managed Service Program are designed to be scalable, allowing the client organization to easily adjust the level of service based on changing needs, such as business growth or fluctuations in demand.

Managed Service Program and Administrative Business Support

Managed Service Program for admin and business support involve consolidating and outsourcing various administrative and support functions to a service provider. This approach allows organizations to optimize its operations, boost efficiency, and make the process cost-effective by leveraging the expertise and resources of a specialized service provider. Here are key aspects of centralized managed service programs for admin and business support:

1. Scope of Services

• Administrative and Business Support: Tasks such as SharePoint administration, purchase order management, finance support, vendor management, email management, scheduling meetings, expense management, project management, e-commerce services, etc. can be outsourced to a centralized service provider. This may also include customer support, accounting and bookkeeping services, order processing, data management, lead generation, and content writing crucial for business continuity.

• Some more services that can be outsourced include research support, industry and market research, business strategizing, customer and competitor intelligence analysis, content development, financial research, lead generation, design, and development, etc.

• Managed service providers are also adept at assisting businesses with specialized admin services.

2. Benefits

• Efficiency: Centralizing admin and business support functions allows for standardized processes and procedures, leading to increased efficiency.

• Cost Savings: By outsourcing to a centralized provider, organizations can benefit from economies of scale, reducing overall operational costs.

• Expertise: Service providers specializing in admin and business support bring expertise and best practices to improve the quality and effectiveness of these services.

• Higher ROI: With the help of centralized administrative support, businesses can also expect higher ROI with direct and indirect cost savings, and savings in infrastructure and operations. Similarly, higher customer to admin ration, almost 30% increase in executive productivity, and capabilities of supporting a larger manager population for a greater boost in productivity are some of the benefits of shared services organizations.

• Better risk management: With a shared service organization, one will have data on their server, GDPR compliance, agreement and NDAs, ISO 27001:2013 certified ISMS, and presence of IT and physical security controls.

• Access to talent: Shared services organizations hire resources based on competency and ensure continuity of skill development. On-boarding processes are in place along with a well-defined career path to retain the best talent. Rigorous performance management, and availability of contingent workforce which includes full-time, part-time, seasonal, temp and project-based staffing are also huge benefits of managed service programs.

• Added value for executives: When opting for companies providing managed service programs, executives will gain freedom from routine and non-value-added work, hassles of hiring, and investing in skill development.

• Customer-centric approach and uninterrupted support: executives have support that they can always rely on through the system of backup admin buddies. MSPs also provide support to individual business needs and matches individual working styles which deliver quality and agility in onboarding trained resources. Ad hoc projected needs are met with readily available.

• Performance Metrics: Service level agreement or SLAs are crucial in defining the expected levels of service, response times, and other key performance indicators. These agreements help ensure that the service provider meets the organization's requirements.

• Data Security: Providers implement robust security measures to protect sensitive information, ensuring compliance with relevant regulations.

• Compliance Management: Adhering to industry-specific regulations and standards is a critical aspect of centralized managed service programs, particularly in sectors with strict compliance requirements.

• Scalability and Adaptability: Centralized managed services are designed to be scalable, allowing organizations to adjust the level of support based on changing business needs.

• Unified Communication: Service providers often facilitate improved communication and collaboration through unified communication platforms, ensuring seamless interactions within the organization and with external stakeholders.

• Feedback Mechanisms: Establishing mechanisms for feedback and performance reviews helps in continuous improvement, allowing the service provider to refine processes and enhance service delivery over time.

Managed service program for admin and business support offer organizations a strategic approach to optimize their support functions. By outsourcing these tasks to specialized providers, businesses can focus on their core competencies while benefiting from increased efficiency, cost savings, etc.

Brickwork Managed Service Program

Admin Support

Brickwork Managed Service Program for Admin Support is a comprehensive solution designed to streamline and enhance various administrative functions for organizations. This program covers a wide range of services, including presentation services, training coordination, document management, compliance tracking, vendor management, purchase order management, finance support, etc. are handled with precision, facilitating seamless communication within the organization.

Event Management is a key facet of Brickwork India's offering, allowing clients to delegate the planning and execution of events. Travel and Expense Support, coupled with Analytics, ensures that all travel-related tasks and expenses are efficiently managed, providing valuable insights for financial planning. The program extends to Internet Research, catering to information retrieval needs crucial for informed decision-making.

The expertise of MSP shines through in tasks such as creating and updating distribution lists, Transcription services for audio, visual, and image content, and Newsletter creation and publishing. The meticulous handling of Minutes Taking during meetings ensures accurate documentation of proceedings. Meeting Arrangements are managed seamlessly, contributing to an organized and efficient workflow.

Under Presentation Services, Brickwork excels in Infographics creation, as well as the design, creation, editing, and formatting of presentations. The team can create Master slides and templates, ensuring consistency and professionalism in every presentation. The program extends to creating template-based certificates, PowerPoint animation, and graphics. Brickwork expertise also covers the creation of macros and automation of reports, contributing to enhanced efficiency in data management.

Training Coordination is another vital aspect, where Brickwork handles the coordination of internal, client, and vendor trainings. The team follows up with trainees for completion, manages training surveys, and arranges logistics for training sessions. The program includes the upload of training documents, registration for external conferences or trainings, and the setup of large online meetings.

Document Management services encompass support for MS Excel, MS Word, and MS PowerPoint, ensuring proficiency in these essential tools. Additionally, support for platforms such as DocuSign, Veeva Vault, Visio, Smartsheet, and MS OneNote showcases the program's versatility in adapting to various document management needs. This multifaceted approach is aimed at providing clients with a centralized solution for efficient and effective administration and business support.

Specialized Admin Support

Brickwork’s Managed Service Program for Specialized Admin Support offers a robust solution for organizations seeking precise management and assistance in various specialized areas. The program encompasses a spectrum of functions, each handled with meticulous attention to detail.

• Compliance Tracking: The program diligently manages a list of mandatory compliance tests, ensuring adherence by all stakeholders. It provides comprehensive compliance status reports, reviews registrations and supporting documentation, and conducts periodic reviews for renewals and new tests. Exception reports are submitted to highlight any deviations.

• Vendor Management: Excels in Vendor Management, handling tasks from creating new vendor IDs to coordinating with vendors for contract documents. The program oversees onboarding and offboarding processes, conducts performance reviews, and implements a due diligence check process. Coordinating the contract renewal process and managing office supplies, software, and peripherals orders are seamlessly executed, followed by rigorous follow-ups for invoices and payments.

• Purchase Order Management: The program efficiently creates purchase orders, manages amendments, and updates goods receipts. It tracks payment reports for vendors and ensures timely follow-ups with procurement and approvers. Comprehensive contract management is a part of this specialized service.

• Project Management Support: Expertise extends to project management support, covering project scoping, coordination, milestone tracking, project routing, process mapping, SOP documentation, and the creation of project dashboards.

• Finance Support: In the world of finance, the program offers insightful analysis of actuals vs. forecast, compares expenses vs. budget, generates cost and profit center reports, and ensures meticulous invoice and payment reconciliation. It efficiently manages accounts payables and vendor payments.

• Recruitment Support: Provides adept recruitment support, involving the review of CVs as per job descriptions, scheduling interviews with potential candidates and interviewers, and post-hiring assistance, including posting vacancies on recruitment portals.

• Website and Portal Support: Covering a wide range of web-related tasks, the program handles website maintenance, front-end design and development, creation/modification of web pages and micro-sites, Photoshop for image edits, content management, SEO support, portal maintenance, micro-site creation, system testing/UAT, and analytics using tools like Google Analytics.

• Communication Platforms and SharePoint Administration: The program expertly administers communication platforms, manages digital image library platforms, and offers specialized support for SharePoint administration. This includes customizing SharePoint pages, creating user groups, enabling site permissions, uploading, and modifying documents, managing site pages, content management, creating flows using Power Automate, and developing surveys and applications using Power Apps.

How is Brickwork different from other MSPs?

Brickwork’s Managed Service Program distinguishes itself through a combination of key features that prioritize efficiency, talent, support ecosystem, business continuity, and robust governance:

Program Objective:

• Clearly defined program objectives with a focus on scope determination.
• Maintaining an optimal Leader to Virtual Assistant (VA) ratio for effective management.
• Offering flexible engagement models, including Shared, Dedicated, and Ad-hoc arrangements.

Best People:

• A unique approach to hiring based on competencies.
• Candidates with international experience and exposure to different work cultures.
• Comprehensive onboarding and knowledge transfer practices.
• Performance management, rewards, and recognition programs to ensure a high-caliber team.

Admin Support Ecosystem:

• A structured ecosystem featuring Primary VAs, Backup VAs, Quality Auditors, Supervisors, Program Managers, Soft Skills Trainers, and Technical Trainers for comprehensive support.

Business Continuity:

• Well-documented Standard Operating Procedures (SOPs) and workflow documentation.
• Robust business continuity measures, including Backup VAs and a trained bench.
• Emphasis on knowledge sharing and maintaining excellent connectivity.

Program Governance:

• Adherence to contracts and Service Level Agreements (SLAs).
• Continuous performance monitoring and reporting for transparency.
• Regular governance calls with customers to align objectives.
• Implementation of customer satisfaction surveys.
• A well-defined feedback and escalation matrix for effective issue resolution.

Also Read: How Managed Service Providers help businesses scale and grow

In summary, Brickwork’s unique Managed Service Program stands out for its clear program objectives, competency-based hiring, comprehensive support ecosystem, robust business continuity measures, and a governance framework that ensures transparency and client satisfaction. These elements collectively contribute to the program's effectiveness and success in meeting the diverse needs of client organizations. Allow our managed service program to take care of all your business needs. Add your requirements here and embark on a long and impactful journey with us!