Telepresence Robots Can Help Your MSP Business Expand to New Markets

Your MSP business is going to have many challenges, not the least of which is finding the right people to serve your clients with the greatest effectiveness. Hiring these people is going to be difficult, especially if you become successful. You want people who understand the climate they’ll be working in, but are simultaneously “thought leaders” who can innovate solutions on the spot if necessary. You want people who can think critically and deliver successful IT support, while also helping your business expand into new markets. After all, a business that’s not continuously expanding is in danger of implosion.

With telepresence robots, you can have your cake and eat it too. It’s not always possible to send your best people on-site for every client need. One solution to this problem is telepresence robots. Because most client needs are easily resolved, the client (with a little direction) can likely fix the issue themselves, saving everyone time and hassle and allowing your business to expand. Additionally, the novelty of this tech solution is itself charming, and it provides localized presence where such a thing wasn’t possible before. Plus, this presence is instantaneous, which would be impossible with a person physically traveling from your MSP offices to a client’s location.

Telepresence Robots: A Closer Look
The MSP business deals with technology, and that means innovative solutions are the kind of marketing device that is likely to expand your clientele. Telepresence robots are exactly such a solution. Basically, a telepresence robot is a touchscreen device resting in a wheeled platform that is remotely controlled.

A technician can be in his or her office, connect to a telepresence bot already placed at the client site, and then pilot that bot around a client’s office. The bot can get a look at a tech issue, and the tech can tell the person on the other line precisely what’s necessary to fix the issue or difficulty. The client gets to speak face-to-face with a technician; the technician gets a close look at the issue; and a resolution can be achieved with a minimum of hassle.

When your staffing is limited, this technology expands the reach of those already on the payroll without requiring you to source new technicians. Additionally, you could work with an entire division of telepresence operators who have a specialty in correcting issues that don’t necessarily require complex IT support. Sometimes, the problem is as simple as plugging a wire into a socket or rebooting.

Bringing Such Solutions Online
You’re likely to have different needs depending on your clients. Some clients may only need a telepresence robot that sits stationary on a desk, some will need one that can move around atop a desk, and others will want a robot that is approximately eye-level and can follow them throughout a given tech installation. Some telepresence robots have the ability to adjust their height, while others have sensors designed to identify and avoid obstacles. Inexpensive models can do none of these things.

From basic models to top-of-the-line solutions, the options you choose will definitely tell a story about your MSP’s ability to provide service. Here are some of the brands currently on the market:

  • Jazz Connect
  • TeleMe
  • Classic
  • VGO
  • QB Avatar
  • Beam Robot
  • Double Robotics

Each of these is going to have varying advantages and disadvantages depending on your MSP business. Budget is definitely going to be a big concern. That said, if you haven’t looked into telepresence robots, now would be a great time.

Mark McGarvey
About the Author
Mark McGarvey is president of OneClick Solutions Group, a managed IT service in San Francisco and security provider serving small- and mid-sized businesses with 20 to 100 employees in the Bay Area. Mark began his career in IT consulting in the 90s as a senior support technician for a then-small company in Austin, TX called Dell. After working for a number of organizations in desktop support/management and systems administration, Mark realized a passion for two things, ensuring computer systems ran smoothly and keeping the people that used these systems happy and productive. This passion helped him get his IT services business started in San Francisco! As a small business owner, Mark empathizes with other business owners that need IT Support in San Francisco and understands the things dearest to them: increasing productivity and efficiency while keeping costs low and ROI high.