A different way of working
Many traditional service management tools focus on resolving tickets, but Wouter explains why Xurrent actually starts with strategic business goals: “You have to look at the bigger picture first, not just individual tickets. It's all about strategy and what you want to achieve as an organization.” In doing so, he emphasizes that better aligning service with the customer experience is a key starting point for effective MSP service delivery.
Fast and efficient customer onboarding
One of the biggest challenges for MSPs is the efficient onboarding of new customers. Wouter stresses the importance of standardized processes: “With the right tools, you can serve a new customer within a few days.” By investing in a well-designed service management system such as Xurrent, companies can standardize their processes. This not only speeds up onboarding, but also ensures consistency in the way they work. Rapid onboarding means that MSPs can deliver value to their customers faster, which is crucial to building strong, long-term relationships.
Transparency and trust through technology
A common problem with MSPs is that too much time goes into preparing reports. Wouter describes it as follows: “The account manager pulls out two to three days to create reports in Excel about the past month. This often leads to discussions about the accuracy of the figures rather than service improvements.”
Xurrent offers a solution to this by providing real-time transparent reports.
Wouter explains: “The customer sees the same data, so over time there are no discussions about the accuracy of the figures. This creates trust.” This transparency enables MSPs to have valuable conversations about improving service and strengthening customer relationships.
Improved financial visibility
It is essential for MSPs to have visibility into costs and revenues per customer and per service. Xurrent offers an integrated time tracking and cost allocation solution. “You want to know at which customer and on which contract we are making a profit. Within a contract, there are activities that generate the most costs,” said Wouter.
By using “service-based costing,” MSPs can accurately determine which activities are profitable and where there is room for improvement. This not only contributes to better financial performance, but also enables MSPs to offer more targeted and competitive bids.
Low operating costs and continuous improvement
Continuous process improvement without high costs is crucial for MSPs working on tight margins. “Make sure that initiatives can be taken during the contract to improve processes,” advises Wouter. With Xurrent, MSPs can continue to optimize their service management system with minimal technical expertise and low operational costs. This helps them not only to improve their processes, but also to continue to innovate without large investments.
Technology and standards hand in hand
Wouter Wyns emphasizes that the combination of standardized processes and smart technology is essential for MSPs that want to grow and improve their services. By laying a solid foundation with tools like Xurrent, companies can accelerate their onboarding, provide more transparency and work more efficiently.
Want more insights from Wouter Wyns on optimizing your MSP processes? Listen to the full episode of Typical Joost and find out how your MSP can benefit from streamlined processes and improved customer relationships.
© 2023 - 2025 Joost-IT | Layout & design Matthja Grafisch Ontwerp & De Goudse Wolf
© 2023 - 2025 Joost-IT
Layout & design Matthja Grafisch Ontwerp
& De Goudse Wolf