Client's Testimonial

Developers.dev's white-label service was the missing piece of our growth strategy. We went from a 9-to-5 shop to a 24/7 enterprise-ready MSP overnight, without the massive capital investment. The service is seamless, our clients think it's our own team, and our revenue has grown by 30% in the first year alone. It's the best strategic decision we've ever made.

Daniel Foster, CEO, TechSolutions AU

Client Introduction

A mid-sized Managed Service Provider (MSP) in Australia with a strong client base of small and medium-sized businesses. Their core services included IT consulting, project implementation, and 9-to-5 helpdesk support. They were consistently losing out on larger, more profitable client deals because they couldn't offer true 24/7/365 support. The cost and complexity of building and staffing their own 24/7 Network Operations Center (NOC) and helpdesk were prohibitive.

Problem

The MSP's growth had stalled. Their clients were increasingly global and operated outside of Australian business hours, demanding round-the-clock support. The MSP's technicians were burning out from on-call rotations, and the company couldn't compete with larger MSPs that had 24/7 capabilities. They needed a way to scale their services without scaling their overhead.

Key Challenges

Service Gap

Inability to provide after-hours and weekend support, a key requirement for many potential clients.

High Operational Costs

The projected cost of hiring, training, and managing a 24/7 in-house team was financially unfeasible.

Scalability Issues

They couldn't take on more clients without compromising the quality of their support.

Brand Consistency

Needed a partner who could operate invisibly under their brand, maintaining their high standards of customer service.

Our Solution

Developers.dev provided a complete, 100% white-label 24/7 NOC and helpdesk solution. This allowed the MSP to instantly expand its service offerings, with our team operating as a seamless, invisible extension of their own.

🏷️ Branded Service Delivery

We provided a dedicated phone number and email address answered with the MSP's branding. Our team used scripts and protocols defined by the MSP to ensure a consistent client experience.

🔗 Integrated Tooling

We integrated our systems directly with the MSP's Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) platforms. All tickets, notes, and resolutions were logged in their system in real-time.

🪜 Tiered Support Structure

Our team handled all Level 1 and Level 2 issues 24/7. A clear escalation path was established to wake the MSP's on-call senior engineers for Level 3 issues, ensuring they were only disturbed for true emergencies.

🛡️ Proactive NOC Monitoring

Our NOC team monitored all of the MSP's client environments 24/7, proactively identifying and resolving infrastructure issues (e.g., server down, backup failure) before the client was even aware of a problem.

Implementation and Execution

Deep-dive Discovery

to understand the MSP's clients, standards, and processes.

System Integration

with their PSA/RMM tools. Development of customized scripts and knowledge base articles.

Soft Launch & Fine-tuning

Our team handled support for a small, select group of the MSP's clients to fine-tune the process.

Full 24/7 Service Launch

to all of the MSP's clients.

Ongoing Service & Reporting

We provide the 24/7 service, with weekly operational meetings and monthly performance reports to ensure alignment and quality.

Post-Launch Support

We provided two months of hyper-care support post-launch to address any issues and ensure a smooth transition.

Positive Outcome

📈 30% Revenue Growth

The MSP was able to win larger clients and increase their monthly recurring revenue (MRR) by 30% within the first year.

🤝 Increased Client Retention

Client satisfaction and retention rates increased due to the enhanced level of support.

🧘 Improved Work-Life Balance

The MSP's senior engineers were freed from stressful on-call rotations, reducing burnout and improving morale.

💰 Enhanced Profitability

The MSP significantly increased its revenue and service capabilities with minimal increase in fixed costs, dramatically improving profit margins.

Why Choose Us

🔒 Audited Security

Our SOC 2 compliance gave the MSP confidence that their clients' data was secure.

⚙️ Mature Processes

Our CMMI 5 processes ensured reliable, repeatable service delivery that reflected well on their brand.

🧑‍💻 100% In-House Experts

They knew they were partnering with a professional organization, not a network of freelancers.

🤖 AI-Augmented Delivery

Our proactive monitoring tools added significant value to their service offering.

🌍 Global Reach, Local Feel

Our team was trained to operate as if they were based in Australia.

🔄 Guaranteed Continuity

Our large team meant they never had to worry about staffing gaps.

🔐 Full IP and Data Ownership

The MSP retained full ownership of their client relationships and data.

🧪 Risk-Free Trial

The phased rollout allowed them to validate the service before a full commitment.

✔️ Proven Track Record

We demonstrated our success with other MSP partners around the globe.

Conclusion

By leveraging Developers.dev's white-label 24/7 services, the Australian MSP successfully transformed its business model. They broke through their growth ceiling, enhanced their competitive position, and built a more scalable and profitable company, all while delivering a superior level of service to their clients.

Providing White-Label 24/7 NOC and Helpdesk Services to Scale a Managed Service Provider (MSP)

Industry IT Services