Vectus
Service desk consultancy for MSPs

Your help desk is losing you money and clients.

Transform your chaotic, stressful help desk into a calm, controlled and profitable service centre.

Every ticket that takes too long, every client who has to chase and every engineer who leaves loses you money. A calm service centre makes you money. The team running it and the clients using it are happier and far more likely to stay.

Book a Help Desk Assessment See prices and how it works
Free, 45 minutes.
From chaos to calm
Help desk
Every day is chaos, you’re paying a full team to keep the business standing still, and every new client brings more calls, more stress and less profit.
Service desk
Not everything is fixed yet, but the noise is dropping, clients trust the desk more, and you can see where the profit is by client and by department.
Service centre
A calm, profitable department, where the numbers tell you the moment something slips, good engineers stay, and clients trust your advice enough to buy more and send you referrals.

Is this you?

You’re not making the profit you want.
Your team says they’re too busy, and you don’t know if that’s true or if you need to hire again.
Customer complaints are reaching you directly.
Your engineers are burning out.
The same problems keep coming back.
Your service desk manager spends their day managing the chaos (a buffer between you and the problem rather than the fix for it).
If your service desk manager left tomorrow, it would be a disaster.
You can’t step away from the day to day.

And if you want to sell, a buyer will price this part of the business down.

Fixes that don’t work

Another hire.
Each one disappears into the chaos and becomes another person to burn out.
A shiny new app.
New software papers over the cracks in a system that doesn’t work. The tool won’t save you, because the problem isn’t the tool.
Adding AI

Most help desks aren’t ready for it. Most aren’t even ready for AI triage, because their ticket categories mean nothing. Put AI on top of the chaos and all you’ve done is automate the chaos on a bigger scale.

If you change nothing

You don’t have to change anything. Plenty of MSPs carry on the same way, and the business keeps running. The cost doesn’t stand still, though. Every new client brings more tickets, so you hire again and the margin stays where it was. Good engineers leave and take what they know with them. You stay pulled into the desk, and when you come to sell, a buyer prices the help desk down.

The audit shows you how much not changing anything will cost you, so you decide with the numbers in front of you.

Nobody trained me to run a service desk, and nobody trained you either.

All of this is fixable. You need to build a service centre.

Stop patching a legacy help desk. Build a service centre.

Your help desk is a legacy system, and every fix you’ve tried so far is a patch on it. A service centre does the same job, but better. It’s built differently, your team thinks about it differently and it leads you to different decisions, so it runs calm, it’s predictable and it makes money.

Most MSPs treat the help desk as the necessary evil at the back of the office. But it’s the biggest cost base in the business, and it’s where your clients experience your service every day. That’s why we put the service centre at the heart of the MSP. All of the other business units are set up to make it run better.

YOUR CLIENTSServicecentreSales and Marketingthe right clients with the right expectationsOnboardingnew clients aligned to your standards from day oneFinanceclear billing, users reconciledProjectsconsistent design, easy to supportAccount managementregular reviews, clients kept to standardLeadershipbelieves in the standards and sticks to them
What changes for your MSP

The desk becomes calm and predictable. You know how many tickets came in this week, who did the work and how long it took, because the numbers are real. The desk holds when someone is on holiday, clients stop chasing because they know where their ticket is, and your engineers stay. Your margin goes up, and when you come to sell, a buyer sees a business that runs without you.

What a service centre is built on

The five areas I look at in every MSP. One of them is usually what’s costing you most, and they’re all connected.

Data and Decisions
Hiring, pricing and client decisions made on numbers you trust rather than gut feel.
Service and Delivery
Clients who get a consistent service, know what to expect and stay.
Team Balance
A desk that keeps running when your best engineer is on holiday or hands in their notice.
Owner Involvement
You lead the business instead of being pulled back into the desk.
Systems and Processes
New engineers make the same decisions as the old hands, so the result doesn’t depend on who is in that day.

How it works

See prices and how it works
Step 1
Help Desk Assessment
Free, 45 minutes
In 45 minutes you’ll know where your desk sits against the others I’ve measured, what I’d fix first and roughly what doing nothing is costing you. Bring whatever numbers you have.
Step 2
Service Desk Audit and Benchmark
£1,500
Ninety days of your ticket and time data, scored against the five areas, with what to fix first and how much not changing anything will cost you. This is an action plan for change.
Step 3
Service Centre Build
From £1,000 a month
You Build at £1,000, I Build at £2,500 or Fractional Service Centre Director at £6,000 a month. Minimum three months, with a day on site every quarter in all three. When the build is done, I can stay on to advise, monthly or quarterly.
What you’re signing up to
There’s nearly always one change that shows a measurable result in the first 90 days, and I’ll measure it so you can see it.
Three months minimum, then month by month. If it isn’t for you, you can stop after three.
I work with your service desk manager, not around them. You get a monthly catch up, and the day to day work doesn’t come out of your time.
I won’t sell you a new hire or a new app.

The money from a calm desk

More profit
£483,000
a year

The reactive time you no longer pay for, about 12 engineers.

More revenue
£720,000 to
£1.44 million
a year

Double your users to 2,000 and you still need fewer than a third of the engineers you have now (£60 per user).

Based on an MSP looking after 1,000 users, bringing reactive work down from 1.7 to 0.25 hours per user a month. Engineers at £40,000 a year, with 120 hours a month for reactive work.

Where this comes from

I’m Chris Morrell. I was a director of a UK MSP for fifteen years and co-owned it for the last ten. I ran its help desk badly for my first ten years there and spent the next five taking it apart and rebuilding it properly. I built a service centre. Headcount never grew, and the engineers we needed went from nine to two. I now facilitate the TruMethods quarterly peer group meetings.

Now I work with MSPs to help them build the foundations of a service centre. It’s not a quick fix, but it works every time.

Read my story
Free, 45 minutes

Book your free Help Desk Assessment today

In 45 minutes you’ll know where your desk sits against the others I’ve measured, what I’d fix first and roughly what doing nothing is costing you. Bring whatever numbers you have.

Let’s calm the chaos of your help desk together.

Book a call