Land bigger managed services deals without the complexity

Enterprise clients offer bigger contracts, longer retainers, and more predictable revenue. So why don’t more MSPs go after them?

Because it’s hard. But it doesn’t have to be.

At Support Fusion, we speak to MSPs every week who are close to closing enterprise deals - until the buyer says, “We need you to work in our platform.”

Whether that’s ServiceNow, Jira Service Management, or another enterprise-grade ITSM, the message is the same: if you want to win enterprise work, you need to make integration easy.

Here’s what slows things down, and how smart MSPs are using that friction to create an unfair advantage.

Complex enterprise onboarding slows down momentum

Enterprise IT environments are messy. MSPs aren’t just spinning up agents; they're entering an ecosystem of tools, processes, and security protocols.

Common onboarding blockers include:

• Multiple systems in use: ServiceNow, Jira, Zendesk, or even custom-built tools

• Security reviews: Strict standards, minimal flexibility

• Custom workflows: Every enterprise handles tickets, escalations, and approvals differently

Opportunity: Standardise your onboarding approach. Show enterprise prospects that you expect complexity, and are ready for it. Tools like Support Fusion help you map their systems to yours without asking either side to switch platforms.

ITSM integration is no longer optional

Your clients don’t want to swivel between tools, and your engineers don’t either. But many MSPs still rely on inboxes, spreadsheets, or manual rekeying as their integration method.

That may fly for mid-market deals. It won’t cut it with the enterprise.

This approach leads to:

• Missed SLAs due to delays or errors

• Ticket ownership confusion

• Visible inefficiencies that harm trust

Opportunity: Bi-directional sync between your PSA and the client’s ITSM avoids duplication and delays. Support Fusion connects tools like ServiceNow or Jira to ConnectWise, Autotask, or HaloPSA without developer involvement.

Compliance expectations are rising

Regulated industries demand evidence, not excuses. If your client works in finance, energy, or healthcare, you’ll be expected to show exactly what happened, when, and by whom.

You’ll need to demonstrate:

• Data flow and access logging

• User actions and timestamps

• Role-based permissions and segregation of duties

Opportunity: Automating ticket sync and audit trails reduces your exposure. Support Fusion tracks every change, so you’re ready for audits without the scramble.

You can't scale enterprise accounts with spreadsheets

Landing one enterprise is exciting. But if each new client needs:

• Custom integration code

• Manual monthly reporting

• New workaround processes

...you don’t have a scalable business. You have growing technical debt.

Opportunity: Use a flexible integration layer like Support Fusion to create reusable configurations, accelerate setup, and maintain high service quality as you grow your enterprise client base.

Enterprise clients expect strategic partnership, not just support

Large clients want more than break-fix services. They expect you to bring them insights.

What they’re looking for:

• Meaningful QBRs, not just ticket stats

• Business-aligned recommendations

• Visibility into utilisation and SLA performance

That’s hard to deliver if your account managers are up at midnight prepping slides and chasing timesheets.

Opportunity: Support Fusion turns your ticket data into actionable reports, highlighting service gaps, compliance trends, and upsell opportunities - automatically.

How MSPs are using automation to win the enterprise

You don’t need to rebuild your business. You just need to remove the blockers that stop enterprise deals in their tracks.

Start by:

• Reducing friction in onboarding

• Making integration a non-issue

• Automating compliance reporting

• Scaling without adding overhead

• Delivering insights from day one

Support Fusion helps you do all of that.

If you're working on enterprise deals, let’s talk. We’ll show you how other MSPs are using Support Fusion to close faster, deliver more, and grow smarter.