Research setup
Ongoing research since March 2025. Dozens of MSP decision-makers, 300+ network contacts. Reporting via ALSO specialists.
Cloud infrastructure? Check. Provider partnerships? Check. Scalability? Check. But customer portals, self-service and digital sales channels? That's where things go wrong. 30% offer customers configuration access. 19% sell online. While that's where operational gains and scalability lie.
Self-service is no longer a luxury. It's an expectation. Customers want to adjust, expand, download directly. Without a ticket, without waiting. Yet 70% offer no portal. Result: higher support costs, slower customer satisfaction, missed upsell.
Sales remains human-dependent. 62% rely mainly on account managers. 19% digitise sales process. That works, but doesn't scale. Quote-to-delivery averages 30 days. In a cloud-as-a-service model, that should be 72 hours.
Microsoft stack is widely offered: Azure (54%), M365 (54%), Power BI (42%), SharePoint (38%). Modular potential is thus present. But without customer access, it remains vendor-centric rather than customer-centric.
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