Atera Business Intelligence has announced new findings from performance data, showing that UK Managed Service Providers (MSPs) are working almost twice as hard as those in the rest of Europe as they deal with an average of 157 tickets per month compared to 86 in Europe.
The data, that was collected through the company's Benchmark Business Intelligence (BI) platform, revealed that when it comes to response rates, MSPs in the UK commit to faster response times in a crisis, promising to respond within 30 minutes in comparison with 1 hour in the rest of Europe.
Atera's Benchmark also found that UK MSPs charge an average of £70 per hour, compared to those in the rest of Europe charging £58. The company believes that Europeans could utilise this data analysis to improve response times, and, in turn, look to increase their revenue by as much as 22 per cent through better end-to-end management and operational efficiency.
Gil Pekelman, CEO at Atera said, "we created the Benchmark to assist partners in correlating the data to better evaluate their performance compared with the competition. The data reveals some interesting results, particularly in relation to how the UK responds to customer tickets, highlighting that they are notably more efficient in a crisis. Continually automating processes, improving efficiencies and reducing the cost of service delivery is crucial to MSPs, but unfortunately, finding suitable solutions and limiting human intervention has proved extremely difficult."
Atera has developed a cloud-based IT platform that offers end-to-end solutions for Remote Monitoring and Management (RMM Software), Professional Services Automation (PSA) and remote access in one software solution. The Benchmark collects data anonymously from hundreds of participating Atera customers and is updated daily. Its infrastructure is built on PowerBI, Microsoft's data visualisation tool.
Gil added, "automation results in greater efficiency, better service, and increased revenue. Atera's solution integrates RMM Software, PSA and remote access in an easy to use interface in order to achieve just that. The growing adoption of our product demonstrates the demand for such a solution."