Finding the right managed service provider can be challenging. Research from CloudSecureTech highlights that there are over 40,000 managed service providers (MSPs) on the MSP market and that number continues to grow. With so many options, there’s always a risk of partnering with a provider that may not meet your specific needs or expectations.
| “Managed IT services are a long-term partnership. That’s why it’s so important for every business owner to do their due diligence before they agree to any services.” – Brian Lynch, Chief Executive Officer, Bakersfield Networks |
Yet, avoiding such partners is easier than it sounds. All you need is to be aware of the risks, the signs that a provider may cause those risks, and what to look for to ensure you spot them before you sign a contract.
To help you in this process, our article will explore 6 common managed services provider challenges and how you can spot them in a potential partner before you dive in.
6 Managed Service Challenges & How to Dodge Them
1. Poor Customer Service
Too many IT companies fail to remember that IT support is customer support. Poor communication and lack of empathy from support staff can make end-users feel undervalued. The result is often lower morale and no real resolution to the issue at hand.
Choose an MSP with a strong track record of customer satisfaction. Look for reviews and testimonials that highlight their responsiveness and willingness to help. Also make sure to ask them how they stand when it comes to client-focused IT support.
88% of Teams Say That a Good IT Helpdesk Enhances Productivity |
2. Inadequate Security Measures
Sensitive data requires higher cybersecurity than other types of data. The level you need largely depends on the information you store. The problem is that not every MSP can provide the type of security services that you need.
Ask about their security protocols, including how they handle data encryption, access control, and regular security audits. An MSP committed to security will provide transparent information about their data protection practices.
3. Slow Response Times
An MSP that takes too long to address issues or provide support can leave your team waiting for solutions. This can disrupt your workflow and negatively impact your business’s efficiency and effectiveness. Additionally, poor IT support experiences can drive 48% of customers to switch to a competitor.
Look for service level agreements (SLAs) that specify response times and resolution times. Ensure they have a well-staffed support team available 24/7 to handle any issues promptly Additionally, proactive 24/7 network monitoring will also keep you ahead of potential problems.
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4. Lack of Scalability
An MSP that cannot support your expanding needs may limit your ability to adapt to new opportunities or market changes. This is important because organizations with high adaptability are 2.7 times more likely to be top performers in their industry.
To ensure scalability, select an MSP with a history of supporting businesses through growth phases. Ask about their ability to scale resources and services to match your evolving requirements. A scalable MSP will offer flexible solutions and a clear plan for accommodating your future needs.
5. Poor Listening Skills
Poor listening skills can lead to misunderstandings and unmet expectations. An MSP that does not take the time to understand your specific needs may deliver solutions that do not align with your business goals.
Seek evidence of thorough consultation processes and personalized solutions. An MSP that values your input and actively seeks to understand your requirements will provide services that better align with your business objectives.
6. Unnecessary Upselling
Unnecessary upselling can lead to increased costs without added value. An MSP that prioritizes selling additional services over addressing your actual needs can strain your budget and create frustration.
Look for transparent pricing and clear explanations of how each service benefits your business. A trustworthy MSP will prioritize your needs and recommend solutions that genuinely enhance your operations.
However, if you aren’t keenly familiar with IT services, it may not be easy to see through upselling tactics that provide no value. Here are a few tips to help you recognize unnecessary upselling vs. valuable suggestions
| Unnecessary Upselling | Valuable Suggestions |
| Services that duplicate existing features | Services that enhance your current setup |
| Upgrades that don’t align with your needs | Custom solutions tailored to your business |
| Overpriced add-ons with little benefit | Cost-effective options with clear benefits |
| Features you won’t use | Tools that solve specific problems |
| Pressure tactics to buy immediately | Recommendations based on thorough analysis |
Avoid These Managed IT Service Challenges & More With Us
The services offered by a potential MSP matter a lot when it comes to your choice. However, it’s important to realize that how the MSP offers these services matters just as much. That reminder is your key to avoiding most managed service challenges.
If you’re looking for a client-centric IT service provider, consider Bakersfield Networks. You can choose to fully outsource IT functions to us or augment your team with ours. No matter which option you choose, you can always rely on our high security standards and 5-minute response times for all critical issues.
Reach out today to start your onboarding process.