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CEO Daniel Velez talks about challenging the status quo and being a “hybrid employee.”
Company Name: Unique IT Pro
Company MSP 501 Rank: 474
CEO: Daniel Velez
Headquartered: Suffern, New York
As MSPs, it goes without saying that the customer should come first. Daniel Velez, CEO of 501er Unique IT Pro, believes that having a vested interest in a client’s business, as though one were an employee, is essential. This, according to Velez, is what truly sets a company apart.
We sat down with the MSP 501 winner to get further insight into its business model and unique customer service approach.
Channel Futures: What was the single biggest technology or business decision that drove your company’s growth in 2020? How did it do so?
Daniel Velez: After two years of working with Sharp, which was providing us the RMM solution from Continuum, we decided to go directly with Continuum. Once under contract with Continuum for a minimum, we migrated our clients from the Sharp offering. We then made it mandatory for all our clients to have the RMM on their computers. The Continuum RMM provided so much from inventory to patching capabilities.
With the add-ons that come with Continuum (Webroot and LogMeIn), we had a great tool for the team and clients. Since we work directly with Continuum, our profit was much better than what it was with Sharp. It really boosted our company’s product offering, as we were already offering Office 365 and Carbonite. Putting them together allowed us to give our clients security and productivity solutions. Soon enough, Continuum improved its cybersecurity offering by bringing in Sentinel One. The … AI Powered endpoint protection solution, combined with the Continuum SOC, gives us an edge on the competition.
CF: Have you ever turned a nightmare client into a dream client? Tell us how.
DV: This client had employees who were quick to make requests for IT support and products. At the end of the month, the invoice reflected this, which of course didn’t go over well with their CFO. We needed to find a way to turn this around, or risk losing the client.
We implemented a weekly CFO report, which gives the CFO a quick glance at rendered hours and other costs absorbed during the week. Additionally, we get the approval for any upcoming purchases or maintenance activities needed ahead of time. This switch resulted in a better understanding of what was happening in the environment on a weekly basis. The CFO has more insight, thereby eliminating the issues with the monthly invoice. I’m happy to report the client has been with us for 14 years now!
CF: Why are you a business owner instead of working for someone else? What is the allure of entrepreneurship to you?
DV: I consider myself to be a person who challenges the status quo. One could say I am a “hybrid employee,” as I feel vested in my client’s business just as if I were an employee.
We all know that our customers are the people we work for. They are the true individuals to keep happy. Our motto, “We support people with their technology needs,” reflects this level of customer service. If everyone was a tech expert, would we have an opportunity to service them?
That’s why I love working for my own company. We strive to provide the best products, support, customer service and security to all without boundaries, regardless of race, color, sex, language, national origin, religion, orientation, age or profession.