MSPs Get More Control With Sherweb’s Self-Service Portal

To make it easier for busy MSPs to communicate with customers on routine inquiries—including ordering, managing subscriptions, and collecting invoice payments, technology and service provider Sherweb has launched a new self-service portal that MSPs can brand with their own names and identities.

The self-service portal was created after Sherweb noticed that many MSPs were working to build their own portals to streamline communications with customers, Rick Stern, senior director of platform at Sherweb, told ChannelE2E.

“MSPs have had a lot on their plates lately, with more support requests, growing client needs, and pressure to move faster—all exacerbated by the momentum around AI and digital transformation,” said Stern. “Our team saw that most MSPs were trying to build their own portals but lacked the resources to scale or customize them well. So, we stepped in to create a ready-made version that MSPs could brand as their own, without the heavy lift.”

The Sherweb self-service portal is being delivered as a white-labeled digital offering, allowing MSPs to add their own branding, graphics, customizations, and services to better connect with their customers, said Stern.

The portal can be used by MSP clients to perform the tasks they need to complete without having to make phone calls or go through their MSP for every small task, according to Sherweb.

The Sherweb self-service portal is now available to nearly 8,000 MSP customers as part of their existing services and at no additional charge.

“We built the self-service portal to make day-to-day operations smoother for both MSPs and their clients,” said Stern. “Businesses are in a constant state of motion, and with so many moving parts, quick access to everyday tools and services is essential. Simple tasks like adding a license or updating a subscription, for example, should not require MSPs to step in as a middleman, as it more often than not creates unnecessary lag time. Our portal gives MSPs a way to offer customers that flexibility while still managing bigger ticket items. It is a win-win on both sides.”

Analysts Weigh In on Sherweb’s New Self-Service Portal

Shelly Kramer, founder and principal analyst with Kramer&Co., told ChannelE2E that she sees the Sherweb portal offering as a positive move for customers.

“I am a fan of DIY solutions that can help savvy customers get to a solution more quickly than having to interact with an MSP's customer service agents,” she said. “This is a trend we have been seeing for some time now, both in B2C and B2B sectors, and it speaks directly to a changing customer landscape. If this means I can get my problem resolved more quickly, I am all for it.”

But Sherweb will have to see how its customers feel about the new service, she added.

“This will either resonate with customers, leading to more rapid resolutions of simple issues, or it will not—and it should not take very long for them to prove this out,” said Kramer. “I will be interested to hear from Sherweb on this front in six months' time or so, for an update on how it is being received and utilized. The good thing about a shift like this is that the details will always tell the story.”

Another analyst, Rob Enderle, principal analyst with Enderle Group, said he agrees that the popularity of the new self-service portal will depend on how customers view it and how useful it is.

“Often, when portals are created by an entity not closely related to the company it will be used for, they do not embrace the unique needs of that company,” said Enderle. “There is then a concern that the company providing the portal may use it to harvest clients by bypassing the MSP that the portal is supposed to service. So, for this to work, it has to be highly customizable to meet the needs of the MSP, and the provider must be trusted not to harvest the MSP’s client information from it.”