Finding a new MSP

In recent years, I’ve sat “on both sides of the table” where I have been pitching for business for my MSP and on the flipside being pitched to by MSPs.

Based on my experiences, I thought I’d put together a “dos and don’ts” list to help navigate finding a new MSP. I believe this will benefit both MSPs and businesses who utilise MSPs.

Before we look at my list, let’s explore the reasons that prompt businesses to find a new MSP…changing MSPs is a big risk as there is almost always a level of disruption that comes with the change. The decision to make the change is usually not taken lightly and is often taken as a last resort.

The most common reasons I’ve come across are:

• Lack of consistent and constant communication: MSPs who don’t often meet with key stakeholders and continuously extract feedback from end users are at risk of losing their clients. MSPs who are not doing will not able to uncover and deal with smaller issues and minor frustrations which clients don’t have the interest or time to report but then these eventually snowball into large scale dissatisfaction.
• MSP immaturity: As businesses grow, their IT requirements evolve. MSPs who are not able to grow with their clients and meet their new and evolved requirements are often replaced with MSPs who can (note, this often comes with additional spend from the client)
• Price: Cost is one of things that I feel should rarely be negotiated between MSPs and clients once agreed. MSPs acting in their client’s best interests will always provide a fair cost and a client seeking to reduce that cost shouldn’t be the type of client any MSP would want; conversely, an MSP overcharging its clients will soon be replaced and any offer to reduce the cost will result in a breakdown of trust.

The Dos and Don’ts of Finding a new MSP

• Do try to make the relationship with your existing MSP work – changing MSPs should be the last resorting given the disruption and risk associated with the change.
• Do give your existing MSP more time – Outline what your concerns are and give your MSP a limited time to address and resolve those concerns before deciding to replace them (usually a quarter is enough).
• Do speak to colleagues and industry peers for recommendations on a new MSP – picking 3 MSPs from the first page of a Google search is quick and easy but you’ll know very little about them and their capabilities until you’ve signed with them and are using them (their salesperson will – like all other salespeople – claim that they are the best at what they do and meet your every requirement. Sometimes the reality is very different).
• Do create a clear and concise list of your requirements and ensure that all the MSPs you invite to tender for your business clearly understand your business, your requirements and will quote you accordingly.
• Do not make price a primary criterion when selecting a new MSP – as the adage goes, pay peanuts and get monkeys.
• Do not believe everything the salesperson pitches to you – ask for references and follow up with those references to fully understand the level of service that the MSP provides.
• Do not assume MSPs have sufficient technical depth – ask to see a list of technical staff and their certifications. Understand the MSPs processes around escalation, problem solving, new starters etc

I hope this article is helpful to both MSPs and businesses using the services of MSPs (or a business in the process of finding a new MSP)

If you’d like to know more or just shoot the breeze on this subject, contact us and we’ll be happy to have a chat.