The secret to selecting the right Managed Service Provider

When deciding which Managed Service Provider (MSP) to select, you usually have a bucket list of things that you would like to tick off. Things such as reasonable price, fast response, knowledgeable team, etc. But if there is one phrase that totally captures what you want, it would be “a good customer experience”.

You just want your computers, network, and cloud assets to work seamlessly. That’s all.

At the end of the day, you want peace of mind that your provider is really that, a partner who will look after you and take care of your needs. So, it makes sense to select an MSP that knows what you want and has systems in place that consistently deliver.

So what are the secret ingredients to selecting the right MSP?

Documentation

One of the ways that you can tell that an MSP isn’t giving you cookie-cutter service and that they really care about the details is documentation. An IT service provider that takes detailed notes (starting at your initial meeting and continuing through the entire service delivery engagement) is a support team that wants to get IT right for you. Great MSPs take notes on their work and have a platform to document all the information related to their client’s IT infrastructure, maintenance, and security. This repository of data for each client critical to ensuring that they provide good and fast customer care/experience when dealing with your support issues.

Training

You want a superior help desk team that has years of experience in responding effectively to their customers. They should understand the importance of effective communication and fast response times. Technicians should get regular training which enables them to expand their knowledge base, so they can solve the problems without having to escalate. Within the help desk team, look for specialised groups that can focus on and resolve specialised issues in a timely manner.

Advanced Skills

For issues that require escalation, the MSP can’t offer a great customer experience without a team of skilled technicians who are experts not only in their respective areas but are also experts in troubleshooting procedures. Troubleshooting not only requires knowledge but also requires the ability to remain calm, gather relevant information, methodically eliminate potential causes, and persist until the problem is solved. This whole package of abilities only comes with experience and an organization dedicated to providing optimal uptime for their clients.

Industry Experience

An MSP that has worked with companies within your industry is most likely better positioned to provide you with the level of service needed to keep you happy as a client. But if the MSP you are considering doesn’t have experience in your specific niche, they should at least have worked with companies with a higher technological support demand than is required for your systems. You don’t want to be their “test run” into supporting a highly tech-dependent company. That is always a recipe for failure of the IT support relationship.

In conclusion, if you’re looking to narrow down your expectations for a successful IT support relationship, I’d be happy to assist you further.