Broadband partnerships for MSPs: how reliable connectivity reduces IT support tickets

Managed service providers: The first responders in IT support

It’s 9:00am on a Monday morning. You’ve barely sat down with your cup of coffee before the phone starts ringing. A customer’s internet connection is down. You walk them through the usual fixes, but nothing works. You take a moment to investigate the issue yourself but the phone starts ringing again. Your colleagues are caught up in their own calls. Multiple issues across multiple clients, most of which stem from lagging internet connectivity. You go to take a long sip of your morning coffee – surprise, surprise – it’s cold.

What most people don’t realise is that MSPs are the first responders when it comes to IT support. And, just like paramedics racing from one issue to the next, they’re only as effective as the infrastructure behind them. The truth is that unreliable connectivity quietly sits behind more support tickets than most MSPs realise. This issue is compounded by the fact that each customer has a different broadband provider, a different set-up and a different way of solving the same issue. In fact, poor internet connectivity has a way of spawning what would seem like dozens of unrelated tickets – a VPN failure gets logged as a software issue, a dropped Teams call becomes a hardware complaint, an authentication error gets blamed on the device. Before long, you’re buried in tickets – none of which point to the real problem.

A single, trusted partner

But the right broadband partnership can change this. Instead of dealing with multiple providers, you work with a single, trusted partner – one who takes ownership of connectivity issues so that you don't have to. And the good news? Your clients won't even know the difference – particularly if your broadband partner offers white labelling.

White labelling is the process of reselling broadband under your own brand name, setting your own prices and making it a core part of your recurring revenue stream. Whether it’s customer-facing branding or an online support desk, customers will only see you when managing their broadband. This means that you get all the credit for running an exceptional service but with very little effort involved. At Pure Telecom, our white-labelling programme is designed to do the heavy lifting for you and includes 24/7 customer support, managed installations and up to 10Gb of connectivity. The onboarding process is easy and straightforward, backed by an experienced and dedicated team, who can get you up and running in the fastest time possible.

Boosted margins, stronger retention and new opportunities

As well as reducing support tickets, broadband partnerships also offer MSPs the opportunity to stand out in a crowded market. Instead of your customers managing multiple vendors, their entire IT function falls under one roof – yours. This in turn creates a myriad of benefits.

Broadband becomes part of your recurring revenue stream, boosting profit margins. With Pure Telecom’s MSP customers generating up to a 30% margin by introducing full connectivity services, the financial case for making the switch is hard to ignore.

Customers are also more inclined to stay when all of their services live under one provider, improving retention and strengthening long-term partnerships. And by introducing broadband as a service offering, MSPs can attract new customers who are looking for exactly that kind of end-to-end partnership.

So, the next time Monday morning rolls around, and you’re inundated with tickets – think about choosing a broadband partner instead. Not only will you reduce the number of tickets piling up, but you’ll also boost profitability, strengthen retention and attract new opportunities. You might even get to enjoy your morning coffee while it's still hot.

If you're an MSP interested in partnering with a broadband provider, call Pure Telecom on 01 289 55 55 or visit our business page