Are you wondering why Broadleaf, a managed service partner, would write about this topic?
The Broadleaf team meets with prospective clients every day about the managed services we offer. Often, early in the conversation, they share that they have a managed service provider who is no longer able to keep up with their needs. It is a process for organizations to move to a new provider for managed services so the pain must be significant for these conversations to occur. We keep finding that three main areas of pain lead firms to change who they work with for managed services.
The first challenge is typically Help Desk response time. Prospects tell us that the amount of time that it takes to respond to a help desk ticket is getting longer and longer…sometimes it even takes days. The obvious problem with this is that it severely impacts the productivity of the employees and the organization. If the problem persists, users will seek out internal resources to address the problem, which creates even more productivity issues.
The second complaint is that the proactive remote monitoring and management service begins to become much more of a reactive troubleshooting service. Our prospective customers tell us that as times passes, the promises of a proactive monitoring and management service are often unfulfilled. The organization begins to question whether they are receiving value for their monthly subscription fee.
The third challenge usually involves a security issue. A prospective customer will tell us that they had a virus, malware or ransomware attack and then discovered that their MSP was behind on keeping anti-virus and anti-malware up to date. The most frequent complaint is that the patch management program is not being executed effectively, leaving them vulnerable to malicious attacks.
All three of the above challenges are most often related to the MSP’s inability to scale in order to accommodate growth. The MSP needs to grow in order to survive but it can be difficult to balance the growth curve against available technical and financial resources. In the same way, the MSP may not have the ability to scale as their customers grow. In either scenario, failure to scale inevitably results in failed SLAs and unhappy customers as the MSP is forced to choose which customers will be a priority.
The moral of the story is that it is important to work with a provider that has a delivery model and processes in place that allow them to grow and allow you to grow without any degradation to the services provided for you. If you would like to learn more about Broadleaf’s ability to scale, please contact us at firstname.lastname@example.org or 978-362-0502.