Managed Service Providers (MSPs) have become vital partners for small and mid-sized businesses (SMBs), handling a wide range of IT functions from cybersecurity and data backup to network management and remote monitoring. But despite their strength in software and infrastructure, most MSPs struggle to address one stubborn blind spot: hardware service and repair.
When a printer fails, a laptop crashes, or a desktop stops booting, many MSPs are left scrambling. They may be able to diagnose the problem remotely, but they often lack the physical resources to fix it. And unlike the software world, hardware failures typically require someone to be on-site with the tools, parts, and training to complete the job.
This service gap creates frustration for MSPs and their clients alike. For the MSP, it means the customer still needs to juggle separate relationships with vendors, warranty providers, or local repair shops. For the end user, it means delays, extra costs, and more coordination just to get a device back online.
This is where OP dealers, equipped with Extended Service Warranties (ESWs), can step in as indispensable allies.
Filling the Hardware Gap Without Adding Overhead
ESWs give OP dealers a turnkey solution to support the hardware repair needs of MSP clients. By tapping into a national network of certified repair technicians, dealers can offer on-demand service for covered devices—whether it’s a networked printer in an office or a remote employee’s malfunctioning laptop.
This allows the OP dealer to become the go-to resource for device protection, without needing to build a service team or invest in logistics. And for the MSP, it means they can deliver end-to-end support without overextending their capabilities.
A More Complete MSP Offering
When OP dealers and MSPs collaborate, the result is a more comprehensive service stack:
Together, they deliver a solution that addresses 100% of the end user’s IT environment. This strengthens the MSP’s value proposition, improves customer satisfaction, and opens the door to deeper strategic partnerships.
Creating New Entry Points and Cross-Selling Opportunities
The introduction of ESWs can also serve as a door-opener for OP dealers seeking to build MSP partnerships. It provides a reason to reach out to IT decision-makers at customer accounts—offering something MSPs may not currently have a solution for.
For example, a dealer might start the conversation with, "We know your MSP is managing your network—but who supports your printers, laptops, and desktops when they fail?"
From there, the conversation can lead to bundled offerings, co-managed accounts, or even referrals in both directions. MSPs looking to deepen their customer relationships may gladly partner with OP dealers who can fill this gap reliably and professionally.
Reducing Friction for the End Customer
End customers don’t care about organizational boundaries or who "owns" which part of the tech stack. They just want fast, effective support when something breaks. ESWs simplify the customer experience by reducing the number of vendors they need to contact and manage.
When an OP dealer and MSP work together to deliver seamless service—enabled by proactive monitoring, predictive analytics, and warranty-backed repairs—the result is a stronger, more unified customer experience.
An Opportunity for Recurring Revenue on Both Sides
Extended Service Warranties generate recurring revenue for OP dealers and strengthen customer retention. But they can also be positioned as value-adds within an MSP's managed services agreement. In some cases, the MSP may even choose to bundle ESWs into their offering, white-labeled or in partnership with the dealer.
This creates alignment between the two partners. The MSP gains a more comprehensive support capability, while the dealer gains recurring revenue and deeper account penetration. Both parties benefit from reduced churn and increased stickiness.
Building a Modern IT Support Ecosystem
The future of SMB technology support isn’t about silos. It’s about ecosystems. MSPs and OP dealers that work together—each bringing their respective strengths—can offer a more complete, resilient, and scalable solution than either could provide alone.
ESWs make that collaboration possible. They provide the connective tissue that bridges the gap between network management and physical device support. They turn OP dealers into relevant partners in the IT conversation, and they give MSPs the confidence to extend their service promise all the way down to the last device.
In the next chapter, we’ll explore the economics behind ESWs—and how they deliver new revenue streams without adding operational complexity for OP dealers.
Related Reading:
ESWs: Turning Service into Revenue: Extended Service Warranties (ESWs) turn service from a cost center into a revenue-generating model, offering OP dealers predictable, recurring income without added complexity.