Managing a wide range of customers as an MSP can feel like trying to juggle flaming swords. Each customer has its own unique quirks, setups, and requirements, ranging from hybrid AD environments to fully cloud-based solutions. Keeping your team organized and efficient in this chaos can be a challenge.
One proven strategy to handle this complexity? Using Pods. If you’re managing different customer segments or a large client base, organizing your team into Pods can help keep everyone focused, reduce friction, and even improve client satisfaction. Let’s dive into what Pods are and why they’re a game-changer for MSPs.
What’s a Pod?
Think of a Pod as a dedicated, mini team within your larger service team. Each Pod is assigned a specific group of clients, often based on factors like industry, size, or complexity. A typical Pod might include:
- Technicians for day-to-day troubleshooting.
- Engineers for complex issues and projects.
- Account Managers to handle client relationships and strategic planning.
Instead of your techs needing to be generalists who know a little about every client, they become specialists for their assigned group. This approach not only makes life easier for your team but also enhances the customer experience.
Why Pods Work for MSPs
1. They Keep Everyone Focused
Without Pods, your team has to remember every detail about every client—an impossible task when you have dozens of customers with wildly different setups. Pods divide the load. Each team knows their assigned clients inside and out, so they don’t need to look up basic details or constantly interrupt others for help.
2. They Help You Handle Complexity
For example, one Pod might focus on co-managed clients, working closely with internal IT teams, while another Pod supports small businesses with no internal IT staff. Each Pod becomes deeply familiar with the specific needs and workflows of their segment, which leads to faster issue resolution and better outcomes.
3. They Strengthen Client Relationships
Clients love seeing familiar faces. When the same team supports them consistently, trust builds over time. Instead of feeling like they’re just a number in your system, clients feel like they have a dedicated IT partner.
How to Set Up Pods
1. Divide Clients by Segments
Start by grouping your clients based on shared traits. This could be industry (e.g., healthcare, finance), size (small business vs. enterprise), or service type (co-managed vs. full MSP).
2. Assign Dedicated Teams
Each Pod should include the right mix of roles to serve its clients effectively. For example:
- A healthcare Pod might need a HIPAA-savvy engineer.
- A small business Pod might benefit from a personable account manager who can handle non-technical client interactions.
3. Set Clear Boundaries
Each Pod should have a well-defined client list. This prevents overlap, so everyone knows exactly who they’re responsible for.
4. Encourage Deep Familiarity
Make sure each Pod invests time in understanding their clients’ systems and workflows. Onboarding sessions, thorough documentation, and occasional onsite visits can go a long way toward building expertise.
A Tale of Two MSPs: Pod vs. Chaos
When I owned my MSP, we didn’t use Pods at first. We expected every tech to handle every client, regardless of familiarity. This led to endless Slack messages like, “What’s the login for this client’s payroll system?” or “Is this client on Azure AD or on-prem AD?” It was frustrating for the team and slowed down service delivery.
Eventually, we implemented Pods. The small-business-focused Pod became experts in solving common SMB headaches, while the enterprise-focused Pod mastered complex, custom setups. Productivity soared, client satisfaction improved, and our team was noticeably happier. Clients even started complimenting us on how well we knew their systems.
