As an MSP, you're always looking for ways to provide the best possible services to your SMB customers. Email archiving as a service allows your customers to meet their compliance obligations while enjoying several benefits, including secure email storage, permanent availability, reduced email server load, self-service archive access for end users, and a fast, powerful search function that includes file attachments. It’s also a profitable addition for MSPs.
But how do you successfully integrate email archiving into your service portfolio? What key factors should you consider to maximize its impact?
Join our expert panel in this dynamic webinar as they explore the full spectrum of email archiving for MSPs. Our lineup of industry leaders will guide you through practical insights and real-world examples to help you make informed decisions.
We’re thrilled to welcome Brandon Ruiz, CEO of Nemsys, alongside Alex Shoemark, Email Archiving Specialist at TitanHQ, and Connor Catanzano, Account Manager at TitanHQ. Together, they share their expertise on the transformative power of email archiving in the MSP space.
What You’ll Learn:
- Beyond profit, how offering email archiving provides additional benefits to MSPs.
- How email archiving allows you to differentiate your MSP business from competitors & boost customer retention.
- How email archiving is an easy way to win business and boost email revenue.
- MSP success stories with email archiving
- Email v BackUp - be sure what you're selling
- Benefits of white labelling for MSPs
- E-Discovery and E-Retention trends in 2024
In today’s data-driven world, email archiving is not a luxury—it’s a necessity. This webinar will equip you with the knowledge and tools to elevate your MSP business by offering this service.
Webinar Transcript
0:04
Hello everyone, and welcome to today's webinar on maximising profit with EMA Archiving, a comprehensive sales guy for MSPs.
0:12
Thank you all so much for joining today. We're very excited to bring you this webinar.
0:16
I'm delighted to be joined by a panel of speakers here today. We have Brandon Ruiz, CEO of Nemesis, Connor Catazano, and Alex Shumark.
0:29
Before we get started, just some housekeeping. The webinar is being recorded and we'll send out the recording after the event. So please feel free to share with your team.
0:39
We'll be doing a survey at the end and we appreciate if you just take a minute to let us know what you thought of the webinar and any feedback.
0:48
So just a quick introduction to Titan HQ for those who aren't familiar.
0:52
So Titan HQ is the best in class cybersecurity platform delivering security solutions to MSPs Titan HQ is headquartered in Galway, Ireland with an office in Shelton, CT.
1:02
We provide multilayered cybersecurity solutions including visual protection, e-mail security, security awareness training, DNS filtering, e-mail encryption, and e-mail archiving.
1:11
Which brings us on to today's topic. So without further ado, Alex, Connor, Brandon, thank you all so much for being here today.
1:18
Appreciate the time.
1:22
Thank you for having us.
1:22
Well, I guess it'd be great to start things off.
1:24
Brandon, will you talk a little bit more about Nemesis, how many people you employ, what verticals you work in?
1:31
Yeah, absolutely.
1:33
So Memphis, we're an MSP located out of Toledo, OH. We have about 28 employees currently looking to add more as we speak. So if you know anybody out there, it's under my way. But we have several divisions that we work with.
1:52
We have what's called our hardware as a service side and we have our standard MSP side.
1:56
So with our hardware as a service, you know, we provide all of the equipment to our customers and the support.
2:02
And with our MSP, we just provide the support for their existing equipment, you know, with each side or which each service, you know, we provide a, a stack of software included in our, in our pricing and we'll get into that a little bit further.
2:19
OK, great.
2:22
And as far as verticals go, do you have any specific verticals that you work within or is it really everything?
2:28
You know, we work within, you know, mostly any company. We do have several areas that we seem to be more prominent in. We are very high on our hardware server side with nonprofit organisations that runs about 35% of our revenue. And then the others, the spectrum, we do a lot of machine shops.
2:49
Those customers seem to be bus computer savvy, I guess, if you will, and more into the, you know, making sure that they're doing the machining and, and the, the design work that they need to do and try to stay away from, they actually stay away from upgrading their equipment, which is why it's nice to have it as, as on our equipment because we can upgrade them every few years without any issue.
3:15
OK, sounds great.
3:17
So imagine you probably experienced some growing pains getting to as large as you are with Nemesis.
3:22
Do you have any advice or recommendations, things you would have done differently if you could go back and start it all over again?
3:30
I'm sure there's a lot of things that we would do differently. You know, everybody seems to stumble every once in a while. But you know, one of the bigger things is we used to not offer our software. We used to offer our software separately.
3:47
As we've grown and matured on both sides of the house as our hardware, as a service and from our MSP, we include our security stack, which we're proud to have Titan HQ as part of that in all of our offerings.
4:01
And what that does is that allows us to not have to really sell based on, you know, a specific need.
4:09
You know, sometimes it's hard to go in there and, and let a customer or tell a customer why they need something and they're looking back and you're like, well, then why do I need to spend this much money in order to get it?
4:17
You know, it, it's, it becomes a much easier self. I just say, hey, I'm going to give you this software as part of our service.
4:25
Not only does that allow me to service them easier and more efficiently, it protects them in in ways that the customer is unaware of and it makes our job just that much easier.
4:45
OK, great. That's some fantastic insight.
4:47
So you've been with us for about 12 years now, Nemesis and TitanHQ. What made you initially kind of pick us? What are, what did you like about our solutions compared to others that you looked at?
4:59
Yeah, so there's a lot of solutions out there. Obviously, you know, we want to make sure that we're partnering with somebody that is going to be effective not only from a pricing standpoint, but also from a security standpoint.
5:11
And when we evaluated all of the different options, you know, Titan HQ has a great swath or security suite available for us with a myriad of different products.
5:22
So it makes it easier for us to just have, you know, one partner, one solution, if you will, and with a myriad of different products.
5:31
And and that's why we went with TitanHQ.
5:33
Oh, great. Yeah, we love to hear that.
5:36
So I'm just getting into ArcTitan.
5:39
We typically find that our Titan is one of the easiest solutions to deploy that we have. It's very effective.
5:44
Is that similar to the experience that you face when enabling ArcTitan for your clients?
5:49
Absolutely. We find it very easy for us to install. It's not time consuming at all.
5:54
I mean while there is some some time that needs to be done there, it's far less than any other deployments that we have.
6:01
You know, setting up a customer can be done in usually minutes rather than a standard length of time.
6:07
Great. Thanks for that.
6:14
Can I dig in a little more to what you were saying about bundling your security solution in your managed service?
6:22
We've kind of over time we've seen a shift for from archiving being a solution that's sort of predominantly required by highly regulated organisations or those in kind of niche industries to weigh broader adoption.
6:38
Thanks to, you know, Mon state protection laws and just the ever growing dependence on mission critical data and e-mail, you seem to have been really successful in selling out Titans customers across a range of industries like from, you know, micro businesses to, you know, some some fairly sizeable clients that you guys have got there.
6:57
Would you put that entirely down to this bundling metric or did you already have quite a broad range of customers even when you were kind of an A la carte option if you like?
7:10
Yeah, I mean, you've hit it on the nail on the head.
7:13
It's, it's hard to tell people, hey, you need to have a backup service and you need to have an archiving service.
7:18
So we've had a greater success bundling it with our services and providing it to all of our customers rather than trying to sell it individually.
7:27
Again, what that does is is obviously I have to make up for that in the services that I'm providing them and their prices.
7:33
But what that does is it makes it a lot easier for us to get to the items or get to the things that we need in the event that it is needed.
7:42
You never know when that's going to happen, especially if somebody says I have to have an e-mail that I no longer have.
7:47
And you're kind of scratching your head going, how am I going to have this if if we didn't archive this, you know, this before.
7:53
And even then going through with the backup solution, trying to, you know, if you go back back in the day and mounting the tape and, and trying to find the, you know, the information there, you could spend the whole day trying to find that same thing with just your standard digital backups.
8:07
You know, it takes so quick, takes quite a long time to find the snapshot and make sure you've got the data and pull that and extract it and then get it back to the customer where our Titan allows that to do that in minutes and saves us a tonne of time.
8:20
So again, while I'm not trying to sell it individually because some people just it's very hard to grasp why you would need it in the moment that that it's not needed.
8:32
Allowing us bundling this allows us to get it to all of our clients and allows us to save time in the event that they need to find an e-mail.
8:40
So, and I guess you know, one of the key things for you guys in delivering a managed service is the the efficiency, right?
8:48
So how, how much time does it take you to serve the service requests that you get in for a given customer at a given rate?
8:55
It sounds like from what you've said there, ArcTitan essentially enables you to to deliver those kind of e-mail restoration, those ediscovery search type tickets in in a far more efficient way. Is that is that fair?
9:10
Absolutely. You know, we're able to well, well, we don't use our typing as a backup solution.
9:16
For us it is, it is just an archiving solution, but it does allows us, it does allow us the ability to go in and get those one off emails that customers either invertly minister displace and things like that.
9:27
And we can do that within minutes.
9:28
Again, if I try to do that off a backup solution, it's going to take me a little much longer time.
9:33
Now we do have the the need every once in a while from a legal perspective. And that makes it very easy for us to allow a privileged user to go in there and have access to only the items that they are looking for.
9:46
And again, saves US time because it's already built in there. We don't have to go through and try to scrape all this information and all these PSTS, all these emails and provide that to a customer, excuse me, and provide that to to the client for whatever legal need that they need that they may have. It's already built in there. All we have to do is say who's the person that needs access? What do they need access to? And within minutes we can allow that.
10:11
Sure. And I think you've covered this a little bit in, in what you just said there, but it's worth kind of picking up slightly.
10:17
How do you kind of provide ACTI and to your customers?
10:21
It sounds like you're performing a lot of the kind of searches and e-mail management tasks on behalf of them, but do you also have them self-serve in some respects?
10:31
Do they generally access their own archives as well?
10:35
We, we will access the archives for them.
10:38
We generally like to keep from a safety standpoint, we doesn't like to keep that out of the hands of the client if at all possible.
10:44
Now, it doesn't mean that we don't allow that for them.
10:47
Certainly from an MSP side, you know, we work with customers that have their own IT staff and, and services.
10:54
So there are times when we will allow that just to make sure that, you know, you know, the right hand knows what the left hand is doing and and vice versa.
11:02
But from the majority of the stamp, from our standpoint, we like to keep that close to the best so that we know that there's no issues or anything going on.
11:10
We're taking care of that for the customer.
11:13
Perfect. Thank you. Yeah, it's great to hear.
11:16
I think there's sometimes we see an assumption that customers, you know, want to access their own archive content, that they want to be able to self-serve and obviously we can support that really effectively.
11:31
But I think a lot of the value that you can deliver as an MSP is in taking on some of those tasks that are maybe, you know, more technical or require an understanding of how to perform these searches and how to treat critical data safely and do that on behalf of customers. So, yeah, really great to hear.
11:50
Absolutely. And Brandon, so we know there's a tonnes of different use cases for an e-mail archiving solution, whether it's legal discovery, data retention, compliance by law. Give me examples of a time where Archetype has helped you and your client base.
12:08
Yeah, I mean, we do it all the time. Obviously people misplace emails or delete emails accidentally. So it it it comes in handy from that perspective.
12:18
We've had to do legal searches where we've had to have attorneys come in and have access to that, you know, for a various myriad of reasons.
12:28
You know, for some of our clients, most of it is just, you know, trying to make sure that they have a trail, paper trail of, of emails that were sent for, for either HR purposes, you know, HIPAA compliance purposes, you know, auditing accounting purposes and things like that.
12:42
So, you know, we find that we need it more often than not, but it's not like so, so much that it's inundating our our services or or taking up a lot of time.
12:56
Again, it is nice to have it already in place and not have to scramble to try and do something, you know, when something comes up of that nature.
13:06
Definitely. Thank you, Bob.
13:08
It's pretty hard to conjure up an archive, you know, in response to a rest, right.
13:13
It's a good thing to do in preparation as insurance.
13:16
Yeah, absolutely.
13:17
And that's the one thing, you know, we always, you know, when we started this, you know, we found out one instance where before we started archiving, we had a customer that needed a specific e-mail and it's, you know, it's not there.
13:31
It's not there. If we didn't, if it wasn't there before we started archiving, it's not going to be there now.
13:34
So we always run into that occasionally of like, hey, it was gone before we even started doing this, so we can't get it back.
13:41
But, you know, not too often, but but there are those cases.
13:47
Thanks. Yeah. And I guess so in some respects it's an insurance policy, right?
13:52
You guys put this in place so that fingers crossed nothing goes wrong, but if it does, you've always got that, that record for your clients, you can always find that content.
14:00
Yeah, absolutely. Like I said, it's it's a time saver.
14:04
It's a customer saver, if you will, for us so that when we can go back and just say, yeah, we've got that.
14:10
And they're like you do like we're not paying for anything extra for that.
14:15
We're like, no, it's included with our service. It makes things a lot easier, again, not only from the client side, but from our support side to just be able to say we've got perfect.
14:27
So avoiding, you know, risk for the, the customer directly in, in a compliance or legal or just audit scenario.
14:35
And I guess risk for you guys reputationally. If you're unable to serve these, you know what sometimes people think is a really simple request to find an e-mail from 7 years ago that they've decided is critical to whatever they're doing, right?
14:49
Absolutely. I mean, it's again, having that in place for all of our customers again, makes it makes life super simple, Has the architect up to at all from a sales perspective, adding new customers, having an offering.
15:05
Is there any situations where that's been beneficial with you in retention of customers?
15:11
Yeah, that's absolutely one of the reasons why we started bundling our services.
15:15
So the nice thing again, as I touched on prior was, you know, I'd have to go out, let's just say I sold my MSP services to a customer and then I'd have to go back to them and say, OK, what kind of what kind of antivirus do you want?
15:26
What kind of web filtering do you want?
15:27
What kind of spam filtering do you want?
15:29
What kind of, you know, phishing simulations do you want, Do you want archiving service?
15:35
Do you want backup service?
15:37
It starts to just humble down a rabbit hole of the customer going up, you know, why do I need all this stuff?
15:44
And then I've got to spend the time to explain to them why they need it, why you want it. And then I've got to price it appropriately.
15:50
And then if not, they don't want that the stack, then, you know, they may look somewhere else to see, you know, this price is better than than the price that you're giving me.
15:58
So me bundling it not only saves me time on the front end, but it also saves me time on the back end.
16:04
And when I go to customers and say, Hey, I'm including all of this for you, you don't have to think about it.
16:09
They're almost, you know, I wouldn't say it's almost, but I mean literally like really, I don't have to do this.
16:14
I don't have to spend extra for that. I don't spend extra for that.
16:16
But it's almost like I want to sign right on the dotted line right when we're right in front of them.
16:21
You know, there are some things that we have to do.
16:23
Obviously we have to price ourselves versus our competitors.
16:26
So there are some adjustments that need to be made.
16:28
But from a customer friendly standpoint, you know, I wouldn't want to go back to trying to sell these things as it went off.
16:35
Great. It's better to sell Peace of Mind than a list of products. Right?
16:43
Exactly, exactly. I was going to ask this earlier and I kind of thought that you'd mostly covered it with one of your previous answers, but it's potentially worth looping back to.
16:53
We find that quite a lot of organisations have a few misconceptions about archiving.
16:58
So maybe they think, you know, it's, I can already do that with my backups, which you've covered pretty helpfully there.
17:05
Or maybe the, oh, you know, it's included with the Exchange online.
17:08
It does it, I get it for free or something along those lines.
17:11
And I was going to ask, you know, how do you educate customers?
17:14
But maybe I need to kind of reorient that question a little bit because I would imagine the answer is we don't, we explain to them if it's necessary to, to deliver the service and it's bundled in, right.
17:24
So I guess when you when you encounter customers who maybe don't value elements in your service, and if, if they want to kind of pick it apart, how do you how do you kind of explain to them, you know, this is what, what it allows us to do?
17:41
How do you justify the inclusion of all these things?
17:44
And presumably the price point that your managed service comes out at in terms of that, that assurance that they get the Peace of Mind, the quality of service.
17:54
I mean, it's, it's pretty simple. You know, traditionally, you know, my past life and I worked for other companies, obviously.
18:02
And we, and we would go out and, you know, we'd sell them again, we'd sell them a managed service package.
18:08
And it's like, OK, we're going to support your hardware.
18:11
Anything that comes up and, and you know, down the road, we'd have an account manager go out to them and say, OK, we're going to, we're going to sell you this product, this archiving solution, it's going to be X dollars.
18:23
And then we're going to say, oh, by the way, there's a project for us to implement that.
18:27
That's going to be X amount of dollars. And then, oh, by the way, now we're going to have that added on top of your support agreement.
18:33
So for us to support that in such a rational X amount of dollars.
18:37
So every time I go up against another competitor, that's what they're dealing with.
18:42
They're saying, OK, here's all the dollars that I'm spending for this, just for this product, just for this implementation, just for this support versus mine where I'm saying, hey, I've got it bundled into your into your agreement.
18:56
And so do I always win?
18:58
No. There are times when when our services may not meet the customer's needs.
19:04
But the majority of the time, you know, I'll take, I'll take my, my service offerings over anybody else's anytime.
19:11
Yeah, it makes a lot of sense.
19:17
I was also going to ask, is there any kind of killer feature about that you guys use very frequently?
19:26
Yeah, obviously just the searching functionality makes it super simple for us to go out and find a, you know, find an e-mail for a customer.
19:35
Superb. And probably give you the opportunity to tell us the opposite.
19:38
Are there any things that you'd like to see change in the products in future?
19:47
You know, there are certain things I think that we could we could look at.
19:51
I think if you did, you know, built in as a true backup solution for other, you know, Office 365, that would be phenomenal.
20:01
Yeah, I mean, that's helpful to hear watch this space.
20:04
Definitely something that we're that we're working towards building in to the offering.
20:08
So I guess everyone watching you, you heard it here first.
20:12
We'll have some news for you on that in the coming months.
20:17
OK, great.
20:18
Brandon, there's a lot of different MSPs watching here.
20:21
When you're looking at kind of vendor partnerships, whether it was us or someone else you're working with, what are some key things that you look for?
20:29
Obviously, you know, there's a lot of things that we don't take into account when we're running a company.
20:33
Price point is, is key, but you know, the second nature of that is going to be the relationships that we have with our with our partners.
20:42
If I feel like I can call up Connor, Alex or anybody and, and kind of feel like they're going to actually listen to me, make me feel like I'm part of the team, make me feel like I'm family, you know, that goes a long way.
20:54
And I know a lot of companies try to do that and they do an admirable job.
20:59
I do think that with the partnerships that we have with the HQ and with you guys, it really does come across that way.
21:07
We definitely love to hear that.
21:08
Is there anything in particular that would really put you off from a partnership selection?
21:14
Yeah. I mean, obviously when we have partners that, you know, call us constantly about new offerings or, or, you know, things that, you know, we, we listen to, but then they're, they're, they're on the phone calling me 3-4 times a week just trying to get me to say yes to something that really does does turn me off.
21:35
You know, I'm always willing to listen to new products and new offering, but if I'm interested, you'll know right away.
21:39
And if I'm not, you'll know right away as well. And if you can, you know, usually just taking the hand to saying, Hey, I'm going to lay off a little bit helps.
21:48
But I'm sure other Ms TS have that problem as well. But with you folks, again, it's, it's you guys.
21:56
So we have your whole solution. So there's no longer any pitching anymore.
22:00
But prior to that, you guys were very easy to work with in, in letting us, you know, make make the evaluation ourselves rather than you trying to really push it down our throat.
22:11
Awesome, thank you for that.
22:15
No, I mean, I guess Brandon, is there anything else you'd like to add, maybe any advice to MSPs out there that could benefit them moving forward?
22:25
No, I mean you've heard everything I've had to say.
22:27
Whether or not my my way of doing things is right for everybody, it's up for the individual to to decide.
22:33
But I do think we have a, a good model that we work with, especially working with Titan HQ, they are phenomenal to work with.
22:40
So I will say that you guys have really been great and you know, this type of software or these type of services are hard to get in front of customers and say, you know, you really need this particular package or this particular product.
22:59
But us allowing to say that, hey, we're a Titan HQ partner, you know, while it doesn't drive the business, it it really does help us be have a value add for our customers.
23:13
Good, glad to hear that. It's really good to hear.
23:19
I think it I mean if I could get more of the partners that we work with to think similarly in terms of you know the value that the product can drive and how straightforward it can be to bundle it inside the managed service, then I'm doing a great job.
23:36
And if I can keep to this kind of feedback and making sure that, you know, we're developing the product directly in response to, you know, the the requests that that you make and, and ensuring that it's really good fit for the types of use cases that you've told us about today.
23:51
Then again, we're probably doing a pretty good job as well.
23:54
So it's been it's been really good.
23:57
Yeah, absolutely.
23:57
You guys do a phenomenal job.
23:59
And again, I'll add to the point that, you know, when we make suggestions, you guys take it, take it to heart and you know, while everything can't be, you know, put on the road map or done immediately, you know, we notice that you guys, you know, take suggestions that we we have and apply them to the products.
24:15
So that's helpful as well.
24:18
Are you specifically talking about the fact that we're going to launch teams archiving now or is it just a general, general, no, everything from from day one when we when we ask for something and not to say like we we have anything more or less to add.
24:35
I'm sure other people, you know, have the same same request, but it again, that family feel where we can actually jump on a call with you guys and say, here's our pain point.
24:44
Can you guys help us with that?
24:45
It seems to come come through and we do seem to get some traction with that.
24:49
So I appreciate that.
24:52
Excellent.
24:52
Thanks.
24:55
No more questions for me.
24:56
That's been really helpful from my perspective.
24:58
All good, Connor.
25:00
Yes, Yeah, I'm all set.
25:01
Thank you, Brandon.
25:02
Yeah, thank you, guys.
25:04
I appreciate it.
25:05
That was amazing.
25:07
Just before you wrap up.
25:08
God, that was so good.
25:09
And just a disclaimer, we didn't pay Brandon to say all these nice things about us.
25:14
It was really, it was really nice to hear.
25:17
Totally unexpected. Not totally unexpected, but it's nice to hear the good feedback and we appreciate it and nice to hear that, you know, when we when we get feedback that we do take that on as well.
25:27
So yeah, I appreciate you, Brandon. Take the time to speak to us. Such a great discussion.
25:32
I know you've got years of experience and hopefully, well, I know people from listening will benefit from all you have to say.
25:41
Just before we wrap up, for everyone listening, as I mentioned at the start, we'll have a survey at the end of the webinar.
25:50
Let us know what you think of the webinar, your feedback as always, we appreciate it.
25:55
And if you'd like to learn more about Titan HQS e-mail accounting solutions, you can let us know in the survey at the end as well. Alex, Brandon and Connor, thank you so much for your time. Really appreciate it.
26:07
And I know everyone hopefully enjoyed it as much as I will.
26:10
Been a pleasure.
26:13
Yeah, pleasure.
26:14
Bye.
26:15
Thank you.
26:16
See you on the next one.
26:18
Thank you.
Talk to our Team today
