Some customers of managed service providers wish that they weren’t. They’re not receiving the value or the attention they deserve. Despite this, they remain with the sub-par MSP. Why? Because of the perceived pains associated with changing an MSP.
The worry is that switching will be a huge hassle and put their network and devices at risk. Such concerns are not without merit, but—under the right conditions—changing MSPs can be a safe, efficient, and even pleasant experience. More to the point, it can result in a much better situation for you and your colleagues, where everyone is happier and more efficient.
There’s an unpleasant truth at the root of all of this: some, if not many, MSPs are, to put it kindly, unimpressive. These to-be-avoided MSPs come in several varieties:
-
- “That’s Not in the Contract.” Some MSPs deliver the bare minimum, just enough on most days to maintain your business. They’re not interested in going above and beyond. They exaggerate the pains of switching MSPs to protect their business—at your expense.
-
- “Sorry, We Were Busy.” You count on your MSP being there when you need them because when you need them, well, you really need them. Unfortunately, some MSPs are only responsive up to the point where you sign their contract. These lackluster MSPs take days to get back to you.
-
- “We Didn’t Know That.” Shockingly, some MSPs aren’t up on the latest technology. They don’t have the expertise to guide you to the best solutions and ensure your IT ecosystem is as efficient and secure as possible.
-
- “We’re New, Bro.” To maximize their profits, some MSPs load up on young, inexperienced talent. There’s nothing wrong with having some newbies on the team, of course, but there’s no replacing tenured expertise earned the hard way through real-world experience.
-
- “That’ll Cost You.” Some MSP fees may seem reasonable on the face of it. That is until you ask them to do something not explicitly stated in the contract. In addition, these MSPs always try to sell you something, whether you need it or not.
If any of this sounds familiar, it’s likely time to change your MSP. You and your organization deserve better. Of course, you don’t want to replace one unsatisfactory MSP with another. And you want the process to be as smooth and efficient as possible. To accomplish this, you need an MSP that meets the following criteria:
-
- Experienced & Knowledgeable. How long an MSP has been in business matters. Be wary of those that have only been around a couple of years. The average tenure of its people matters, too, as do their formal degrees and industry certifications. Don’t hesitate to aggressively quiz an MSP prospect on their experience and smarts.
-
- Customer-Centric. Customer service is easy to promise, but delivering a stellar customer experience is another matter altogether. Demand that your MSP convince you—with data and real-world examples—that their customer service will wow you well beyond day one. (Be prepared to see most MSPs squirm in their chairs during this line of questioning.)
-
- Cybersecurity Pros. Let’s be honest; it’s a dangerous world out there. When it comes to cyberattacks, it’s not so much a matter of if but when. As such, you need an MSP that’s been battled tested and whose security offerings have been vetted by outside firms. Ask if partnering with them will help you acquire cybersecurity insurance.
-
- Future-Focused. Sure, you want your network and devices running optimally today, but attention must also be paid to months or years from now. Question your MSP candidates about their vision of tech’s future and what that may mean for your specific IT situation. If they stumble, consider it a glaring red flag.
-
- A Culture that Puts You at the Center. Ask the MSPs that you speak with to describe—in detail—their company culture. Listen carefully for words and phrases that are about helping you. Listen, too, for the word trust as it’s an essential element in the MSP/customer dynamic.
-
- Transition Experts. If you switch MSPs, you want to work with one experienced in the transition process. Inquire about what processes and procedures are in place to ensure a smooth handoff from your current MSP. Ask the prospective MSP to describe recent transitions and the lessons gleaned from them. More importantly, ask to speak to some references who can describe how their transitions unfolded.
MSPs that meet the above criteria are rare. But they do exist. Emerge is one of them. Make today the day you say, “Enough is enough!” We promise we’ll work with you to make the transition hassle-free. We have a proven process for facilitating the transition. Moreover, you won’t believe the night-and-day difference between your current MSP and Emerge. You can begin making the switch by contacting Jesse Kegley at [email protected] or 859-538-3111.
