You might need a managed services provider if…If you can’t tell, we’re feeling a little Jeff Foxworthy-esque after this holiday filled with hotdogs and fireworks. We hoped you enjoyed this last week’s festivities and enjoyed your fair share of BBQ, and time with family and friends.
In honor of celebrating our American heritage this month and our country’s independence, we thought we’d poke a little fun at the old American adage: “You might be a redneck if…” by spinning it to the tune of our industry, “You Might Need A Managed Services Provider If…” and addressing some major concerns to check in and evaluate if your IT Support company or managed services provider is offering the level of service your business needs to stay efficient, productive and keep costs down.
Without further ado… here we go!
You Might Need A Managed Services Provider If…
…Your On The “Gold Plan” With Your IT Support’s “Tiered Plans”
You might need a managed services provider if the IT support company you’re considering offers tiered levels of services.
I mentioned before in our post, “Multi-Tiered Managed Service Plans” Myth Debunked— they’re dividing up their caliber of effort when they compartmentalize their levels of service amidst clients.
You Might Need A Managed Services Provider…Even If You Picked The Gold Plan.
Even if you picked the “Gold” Plan or the “Platinum,” You might need a managed services provider if you see these things offered, because you’re going to receive a muddied level of service that’s might as well be called The “Rust” Plan or “Decrepit Galvanized Steel” Package.
It’ll come complete with:
- up-selling products
- cross-selling tools
- software upgrades you don’t actually need
Multi-Level IT Support Packages Are Multi-Level Myths: “Low End” “Budget-Friendly” Tiered IT Support Service Hurts EVERY Clients Under That Business Model.
An IT support business offering the “best price” has to recoup their losses and add margins somewhere, so up-selling and cross-selling is one great way to add those margins.
You might need a managed services provider if you’re being told, “You’re only billed when you need us!” “We’re saving you money!” are the promises and reasons you buy in, but then additional charges for upgrades and additional maintenance fees “outside your level of IT service” creep into their invoices because they didn’t charge enough to provide adequate service in the first place.
You might need a managed services provider if you picked the Bronze plan, too. The other edge of the “multi-tiered IT service” myth? The bronze clients are in the same pool as your “Gold” offering, and the same IT staff assigned to your account are putting out IT fires and spread thin– responding to customers they haven’t heard from in 6 months, all resulting from an improperly managed IT infrastructure. Half-Effort for a half-priced offering, with haphazard productivity and results affecting your account, too.
You Might Need A Managed Services Provider If…Your Employees Become Volunteer Fire Fighters
You might need a managed services provider If your general manager, office manager, or heaven forbid, one of your C-Suite staff has turned into a Volunteer Fire Fighter for your IT Issues, red flag.
If your running a medical practice and your office administrator has to troubleshoot IT issues Instead of fulfilling their job description, if your team member finds their week time sucked away as Point Of Contact for your IT Vendor to “minimize costs and drive results” — you just might need a Managed Service Provider.
As I mentioned in a previous article, “Letting Staff Deal with IT Issues Doesn’t Save You Money” – this myth of letting your in-house staff handle IT fires to keep costs down bring up several factors that actually drive UP the businesses costs; the time wasted by the POC in ‘managing’ the relationship. Any partner you need to ‘manage’ is just a vendor and slowly erodes profits.
You Might Need A Managed Services Provider If…You Have “Common IT Support Issues” In The First Place
You might need a managed services provider if IT support issues are a common, every day thing for your team.
Consider this: What if “Common IT Support Issues” weren’t supposed to be “Common” in the first place?
These common client issues, once they occur, sap your time AND cause you to incur costs with your provider but the common issue isn’t really the issue. The ISSUE is the process your IT support team uses to manage your technology that allowed the problem to occur in the first place. If your IT vendor’s business model is built around service level agreements and hourly billings, then they really don’t have any incentive to truly resolve these common issues, so they don’t recur or better, don’t happen to begin with!
You Might Need A Managed Services Provider If…Your IT Support Company Views “Tickets Resolved” As A Badge Of Honor
You might need a managed services provider if your IT support partner acts like braveheart every time they resolve a support ticket.
Most IT providers don’t track tickets the way they should. They see the number of tickets resolved as some heroic badge of honor that justifies their existence. We see it as a failure – if an IT problem is truly fixed, it shouldn’t be recurring again and again.
If you had to call your plumber every week to fix the same leaky faucet, wouldn’t you start looking for a new plumber?
True business impact comes from looking at ALL the issues that arise and asking – “Could this have been prevented or the impact minimized?” The answer to this question, when applied to all reactive IT issues, is the secret to becoming “proactive” versus installing some newfangled monitoring application.
These are some red flags or indicators it might be time to notice these big pictures patterns in your business. Our stance? The only time you hear from your IT support shouldn’t be when there’s a fire to put out. IT Support from your Managed Service Provider shouldn’t be just another SCE&G expense to your business’s bottom line, rather, a proactive partner in helping you do what you do, better.
Increasing your bottom line, supporting employee productivity, increasing time efficiency, offering quality assurance that keeps your IT company accountable, and driving down costs is at the center of what we offer as a True Managed Service Provider.