Episode Details

By Doug Green “Technology is becoming a commodity. Your people don’t have to be.” In this Technology Reseller News podcast recorded at MSP Summit, Joel Ciniero of Kongusto discusses how MSPs can use outsourcing differently—not simply to cut costs, but to improve service, increase operational speed and strengthen customer relationships. Kongusto is a Central America-based BPO and outsourcing provider serving English-speaking markets including the United States, Canada and the UK. Ciniero acknowledges that outsourcing often carries a negative image: low cost, weak customer experience and limited understanding of the business. He argues that it does not have to work that way. For MSPs, where customer relationships are often built directly with owners, salespeople and technical teams, handing off customer-facing work can feel risky. Kongusto’s approach is to integrate more closely with the MSP and become an extension of the business rather than simply a low-cost labor source. That matters because, Ciniero says, technology itself is becoming increasingly commoditized. Most MSPs can sell similar switches, cloud services and communications products. The bigger differentiator may increasingly be the quality of the people delivering the experience. “I call it premium human capital,” Ciniero says. That can create what he calls operational velocity—helping the MSP complete the same work faster and more efficiently. Ciniero also argues that outsourcing can contribute to revenue, not simply reduce expense. Properly integrated teams can support sales, customer service and other revenue-producing activities, creating what he describes as a “revenue force multiplier.” For MSP owners looking toward 2027, his message is to think beyond shaving a few dollars from operating costs. “You can’t save your way to success,” Ciniero says. “You have to make more money.” By combining technology with stronger customer-facing teams, MSPs may be able to differentiate themselves in a market where many of the underlying products increasingly look the same. Visit Kongusto.co to learn more.