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Smaller customers want comprehensive solutions, larger customers want specific expertise

Stefan Hörhammer, COO of the Medialine Group, is our guest today. The Medialine Group serves more than 2,000 customers at 20 locations in Europe. In the podcast, Stefan explains how his company successfully deals with different customer groups and customer requirements in the field of security.

Customer segments and their needs

A key aspect in the provision of MSS is the customization of services to the needs of different customer segments. Stefan Hörhammer, COO of the Medialine Group, emphasizes that the requirements of small and medium-sized enterprises (SMEs) differ significantly from those of large corporations. While SMEs are often looking for holistic solutions where they don’t have to worry about anything, larger companies need specialized expertise for specific security issues.

The importance of personal contact

Trust plays a central role in IT security. Hörhammer emphasizes that despite the possibility of digitizing and automating many services, personal contact and individual advice remain indispensable. Especially when it comes to complex issues that require explanation, it is important that customers feel that they are placing their IT security in trustworthy hands.

Structured processes and added customer value

A successful MSS provider is characterized by clear and structured processes. This often begins with an initial workshop in which the customer’s needs are determined and specific recommendations for action are made. Stefan explains that it is crucial not only to sell products, but also to integrate your own services in order to offer the customer real added value. This promotes long-term customer loyalty.

Communication of security risks

One of the biggest challenges with MSS is the effective communication of security risks to customers. Many companies are aware of the risks, but often don’t want to think about the fact that something could happen to them. It takes a lot of persuasion to prepare customers for possible scenarios and take appropriate measures.

Tips for hesitant companies

Stefan has some valuable tips for companies that are considering MSS but are still hesitating:

  1. Use existing solutions and partners: It is not necessary to reinvent the wheel.
    Instead, proven solutions and partners should be used.
  2. Use of proven Managed Service Provider (MSP) license models These help to avoid high initial investments.
  3. Integration of own services: This creates long-term customer loyalty and offers additional added value.
  • Highlights in 90 Seconds

'Trust plays a major role. Customers are looking for partners to whom they can entrust their IT security. Although certain services can be digitized and automated, personal advice and support remain indispensable.'

MSP Journey · Managed Security Services · Sophos & Olaf Kaiser · Portraitbild Stefan Hörhammer
Stefan Hörhammer
Medialine Group, Medialine EuroTrade AG
  • Our expert's main points
Olaf Kaiser:

Before we go into detail, could you please introduce your company and your role in the Medialine Group?

Stefan Hörhammer:

My name is Stefan Hörhammer, I am CEO of the Medialine Group. We are a group of companies with around 520 employees. The Medialine Group consists of various divisions. I founded Medialine together with my brother Martin around 24 years ago. I am responsible for sales, purchasing, partner business and marketing. Martin is responsible for strategy, service development and finance.

Olaf Kaiser:

You offer Managed Security Services. How does the approach differ for your various customer segments?

Stefan Hörhammer:

We serve very different customer segments, from SMEs with 50 to 100 IT Workstations to large corporations with tens of thousands of users. Needs and approaches vary greatly. Smaller customers often expect holistic solutions where they don't have to worry about anything. Larger customers, on the other hand, are often looking for targeted expertise for specific topics.

Olaf Kaiser:

Are there any patterns or differences in the cooperation with your customers in the area of security?

Stefan Hörhammer:

Yes, definitely. Smaller companies often want a comprehensive security concept that covers everything from awareness training to disaster recovery. Larger companies usually already have specialized IT departments and are specifically looking for supplementary services or specific expertise.

Olaf Kaiser:

How important is personal contact in the area of Managed Security Services?

Stefan Hörhammer:

Very important. Trust plays a major role. Customers are looking for partners they can trust with their IT security. Although certain services can be digitized and automated, personal advice and support remain essential, especially for complex issues that require explanation.

Olaf Kaiser:

How do you go about advising on and implementing security solutions?

Stefan Hörhammer:

We work with clear and structured processes. This often begins with an initial workshop in which we determine the customer's needs and make specific recommendations for action. Projects are then developed from this and implemented step by step. It is important that we not only sell products, but also integrate our own services in order to offer the customer real added value.

Olaf Kaiser:

What are the challenges in communicating security risks to customers?

Stefan Hörhammer:

Although many customers are intellectually aware of the risks, they often don't want to think about the fact that something could happen to them. The question of how much ransom they would be prepared to pay in the event of encryption is often an uncomfortable one. It takes a lot of persuasion to prepare customers for possible scenarios and take appropriate measures.

Olaf Kaiser:

What tips do you have for companies that are considering Managed Security Services but are still hesitant?

Stefan Hörhammer:

Firstly, don't reinvent the wheel - use existing solutions and partners. Secondly, rely on partners who have a proven managed service provider license model to avoid high initial investments. Thirdly, integrate your own services in order to retain customers in the long term and offer added value.

  • The full video interview
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MSP Journey · Managed Security Services · Sophos & Olaf Kaiser · Portraitbild Stefan Hörhammer

Profile

As a full-service system house group, we stand for tailor-made solutions for SMEs and corporations. We support your company across the board - from requirements analysis, brainstorming and concept development to the development and implementation of the right IT strategy and regular technical support and workshops for your employees.
Stefan Hörhammer
COO
Medialine Group, Medialine EuroTrade AG
Breitlerstr.43
55566 Bad Sobernheim

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About MSP-Journey

MSP-JOURNEY is the information portal for all managers in the IT channel who want to grow and transform their business with managed security services.

The unique concept of MSP-JOURNEY is that those who successfully implement this business on a daily basis have their say and know what they are talking about: the decision-makers at IT service providers and MSPs.

As managed service and security specialists, we analyze SOPHOS and Systemhaus Coach Olaf Kaiser analyze the success factors for growth with managed security services. To give system houses and MSPs an easier and more effective way to reach their customers and their individual growth, the articles are made accessible and searchable in different categories.

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