The MSP Customer Insight Report 2025: What Your Customers Expect From You Now

At the XChange Security, Brian Downey, vice president of product development at Barracuda, shared findings from the newly released MSP Customer Insight Report 2025, revealing that small and midsize businesses are overwhelmed by tool sprawl and increasingly turning to managed service providers for strategic support.

“Almost 40 percent of people are saying the biggest thing that’s keeping me up at night around security is the complexity of my environment,” Downey said. “As I add more, I’m actually becoming less effective.”

The report, based on a survey of companies with fewer than 2,000 employees, found that customers are not just looking for more tools, they want integrated solutions and guidance. “Three-quarters of them are saying, we want an integrated security solution,” Downey said. “And 85 percent of companies with 1,000 to 2,000 users said they’re turning to MSPs.”

To meet this demand, Barracuda is positioning its BarracudaONE platform as a comprehensive offering. The platform integrates more than 40 products across email, data, network and application security, and includes new services such as vulnerability scanning and posture management.

Downey said Barracuda’s platform is designed to reduce friction for MSPs by streamlining how its products work together. “We’ve tried to be open and optimized,” he said. “When it’s two Barracuda products, how do we make it better? How do we make it simpler?”

The report also highlights emerging opportunities around artificial intelligence. “Forty percent of customers said they’re going to be turning to MSPs and looking for help and guidance on where to go with AI in the next couple of years,” Downey said.

Read the full report and explore Barracuda’s platform at https://www.barracuda.com