Pete Bretton is VP of Product Strategy For NinjaOne

MSPs are navigating new challenges and opportunities as IT services surge toward a projected $1.73 trillion global market in 2025. With Gartner forecasting a 9.4% growth rate in IT services for 2025—up from 5.6% in 2024—success hinges not just on growth but also on innovation, service excellence, and the ability to exceed client expectations in an increasingly competitive market.

The power of service excellence

In an era where every dollar spent is scrutinized, the ability to provide outstanding service is what separates thriving MSPs from those struggling to retain clients. Research on MSP mergers and acquisitions (M&As) highlights a critical truth: providers known for exceptional support and proactive management retain clients and attract top-tier investors. The reality is clear—poor service delivery erodes credibility, while a reputation for exceeding expectations drives loyalty and opens new doors for business growth.

Pete Bretton


Modern IT environments are becoming increasingly complex, and organizations seek MSP partners who can simplify this complexity with solutions that seamlessly integrate with existing systems, offer strong security without unnecessary complexity, and deliver intuitive user experiences backed by stellar support.

However, delivering solutions is only part of the equation—MSPs must also provide high-touch assistance throughout onboarding, migrations, and daily management to maintain long-term client satisfaction.

Driving efficiency and profitability with innovation

At NinjaOne, we built our platform to align with the needs of modern MSPs. Our cloud-first, single-pane-of-glass endpoint management platform is designed to streamline IT operations and empower MSPs to provide tailored, efficient, high-value services. With features like proactive device monitoring, automation, and a security-first approach, NinjaOne helps MSPs stay ahead of client demands while maintaining operational efficiency.

Our commitment to service excellence is reflected in our approach:

• Best-in-class support: 24/7 availability with an average response time of under 30 minutes.
• No vendor lock-in: Month-to-month subscription plans that prioritize satisfaction over long-term contracts.
• Industry-leading investment in customer success: We invest 3x the industry average in customer support to ensure MSPs get the most out of our platform.
• Seamless implementation and support: Our white-glove Professional Services help MSPs with complex data migrations and implementations without disrupting business operations.

Innovation with purpose

NinjaOne takes a thoughtful and intentional approach to innovation, ensuring that every feature and enhancement delivers real value to MSPs.

Our philosophy includes:

• Building solutions that persuade customers to stay: We don't rely on gimmicks or lock-in strategies—our platform is designed to make MSPs' lives easier.
• Transparency and collaboration: We maintain a public roadmap, regularly engage with customers, and hire subject matter experts, including former MSPs, to shape our product direction.
• Enablement without added costs: We believe that simple solutions like documentation, warranty, and PSA should be made available at no cost or low cost to MSPs since they are easy to build and are low cost to us.
• Strategic partnerships: While we focus on building best-in-class endpoint management, we also integrate with world-class security providers to offer comprehensive protection.

The IT landscape constantly changes, with operating systems shifting and endpoint management becoming increasingly critical. At NinjaOne, we heavily resource our platform to ensure it remains the most scalable RMM on the market. We are committed to supporting the expanding responsibilities of MSPs, from traditional endpoint management to mobile device management (MDM) and beyond.

Our goal is simple: to empower MSPs with the tools they need to succeed in an ever-changing market.

A commitment to MSP success

Ten years in, NinjaOne remains a founder-owned and led company, guided by a single principle: delivering a world-class user experience for our customers. Our security-first approach ensures compliance with SOC2 Type 2, ISO 27001, and other major certifications, reinforcing our commitment to protecting our partners and their clients.

In an industry where service quality is the ultimate differentiator, MSPs that prioritize innovation, efficiency, and customer satisfaction will be best positioned for long-term success. Explore how NinjaOne can help you exceed client expectations and drive sustainable growth.

Learn more about NinjaOne RMM