Myth ONE More People = Better Service
The first question we’re asked by many prospective clients looking for a new Managed Services Provider (MSP) is, “How many people do you have?” Great question, but it’s not what you need!
What you really want to know, “Will you respond to me quickly?”
The better question is, “Do you have enough people to handle the clients and workloads you already have, plus me?” Most reputable firms will give an honest answer. A provider should be transparent with you about their situation. It really doesn’t matter whether the MSP you are considering has 14 people or 40. What matters is their workload, the quality of their technical staff, management, systems, processes, and financial resources.
Myth TWO Close Location = Better Service
This might have been true in the not so distant past, but no longer. Before remote access and monitoring tools, companies had to do most of the work on site at their clients’ offices. You could be next door, but if all the people were at other clients, you had no advantage being close by.
Today, most MSP’s handle and manage over 90% of their clients’ non-project technical work remotely. On a day-to-day basis, the best MSPs may take better care of you than all of the providers within 3 miles of your office. It makes sense to work with a local firm because of projects and other work that must be done at your location. If they’re good, your MSP IT team will act more like employees than a vendor, and you’ll be interacting with them often. Ideally, they should be acting as an extension of your team.
Myth THREE IT Person on Staff = Better Service
“It’s cheaper to have our own do IT than outsource.” We see all types of people with a job role other than IT that are called upon to deploy, maintain, manage, troubleshoot and fix aspects of IT. We’ve seen it with accountants, architects, owners, office managers – you name it. If you own a company with less than 10 users and no server, and have someone on staff who knows something about technology, this probably describes you. And it may be working fine.
If you have at least one server and more than 5-10 users, you will benefit from having an IT MSP provider. At least, the poor person who’s been your go-to IT person can concentrate on his/her real job, and your company can focus on its objectives. You’ll save money and perform better in the long run by having the right people in the right seats doing the right things the right way.
“I like having someone just down the hall. Our people are demanding and we need to have someone here all the time.” We’ve encountered this over and over – an organization with 10 to 100 employees and a dedicated IT staff. The executives don’t know IT or how to manage an IT staff, yet they do it. They spend, invest, and have questions. Eventually, here are some of the comments we hear:
“We feel we’re being held hostage. We don’t know what Sam is doing! We are totally dependent on him.”
“We’re afraid of what Sam will do if we fire him or if he leaves, what will we do?”
“Sam is always adding servers or equipment we need. Is it unusual for a 20 person company to have four servers?”
Myth FOUR Different Prices = Same Level of Service
There is a misperception that Managed Services Providers all provide the same level of service. Here’s a true story.
A business owner called us in to review his business. He had a fear of his MSP. He had been paying for what he considered a very comprehensive level of service and felt he wasn’t getting that. He described his plan, and after reviewing his requirements, we gave him an estimate of $1,000 per month. “Are you kidding? I’m only paying $500 per month.”
See how easy that was? He was in a terrible situation but his first instinct was that we were overpriced. Forget that his MSP, was not delivering for $500 per month. Nobody would be able to deliver the level of service he needed for that price. So if you find someone who will deliver $1,000 worth of service for $500, good for you. Just understand it won’t last; the price will go up, the service will diminish, or the provider will go out of business. Generally, if the MSP has been in business for years, they deliver quality work, at a fair price. If they are inexpensive and are trying to “buy their way in”, one way or another, the situation will change.
BMB has been in this business for over 19 years. Our clients stay with us because we are good at servicing them, and we stand behind our work. If difficulties or problems arise, we address them directly.