Learn what to look for in an MSP, what MSPs look for in ideal clients, and how to set realistic business expectations.
Does finding the right managed service provider (MSP) feel more complicated than hiring your last CFO? You’re not alone.
Many SMBs go through multiple MSPs before finding a good fit. That usually happens because of mismatched goals, unclear criteria, or a misunderstanding of what a true MSP relationship looks like.
The truth is that the role has evolved past the traditional helpdesk. Nine in 10 businesses now want MSPs who handle more than transactional tasks, and 80% want strategic technology leadership tailored to their businesses.
Let’s explore how you can position your business to find an MSP that fits.
What Does a Managed Service Provider Actually Do (and Not Do)?
An MSP is the strategic technology partner of today’s small and medium-sized businesses (SMBs). They proactively manage your I.T. assets remotely and provide you with an almost-one-stop shop for all your technology needs so you can focus on your core business.
They anticipate breakdowns and possible problems, and act before those issues impact daily operations (or before you have to troubleshoot or request help).
In other words, they’re more than a 24/7 help desk. MSPs provide:
- Ongoing network monitoring and digital environment maintenance for smooth operations
- Fortification of your cybersecurity posture
- Solutions to help you meet compliance requirements
- Strategic planning to maximize value from your I.T.
- Vendor management
Transitioning from a break-fix I.T. approach to a proactive MSP is essential for sustainability. The process will help you streamline your operations and see growth, faster.
Action item: Make a list of specific outcomes you want from an MSP, not just tasks. Example: “Reduce downtime by 50%” vs. “Fix issues quickly.”
Why Do Some Businesses Struggle to Find an MSP That Fits?
Some common themes tend to emerge when evaluating businesses that fail to find an MSP that first them.
They typically make one or a combination of the following mistakes during the selection process:
- Focus only on price instead of value
- Look for a “tech hero” instead of a long-term partner
- Expect an MSP to fix poor internal processes
- Aren’t ready to invest in strategic I.T.
But forward-thinking SMBs understand the value that an MSP brings to their business. They don’t see it as a cost, but rather as a competitive advantage. They know that investing in top-tier, strategic I.T. partnerships makes their organizations better and their people more productive.
Action item: Before you look for an MSP, define your non-negotiables (security, compliance, budget range, responsiveness).
What Does an MSP Look for in an Ideal Client?
MSPs vet clients, too, and they do so to ensure SMBs are good fits and are on the same wavelength regarding expectations across deliverables.
That brings us to a critical question: What’s an MSP’s ideal client?
Managed service providers support SMBs with small I.T. teams as well as those without any internal resources. Prospective clients typically fit one of the following:
- Have 20 to 150 employees who can’t risk downtime
- Willing to invest in both I.T. leadership and support
- Looking for a strategic relationship, not just “break-fix”
- Open to operational change if it improves outcomes
An MSP’s ideal client is an SMB seeking more than a help desk to resolve issues. They want SMBs who are looking for how to take their organizations to the next level and who understand that the right technology partner can help them get there.
Action item: Ask potential MSPs to share their ideal client profile, then see how your business stacks up.
How Can You Streamline the Process to Find an MSP?
Remember, you want to find the right strategic fit for your organization. Follow these steps when choosing an MSP:
#1. Define your business goals and pain points
Start with the why. Why are you outsourcing to an MSP? Is it frequent downtime you want to mitigate? Do you want to improve your cybersecurity and compliance posture? Are you lacking in technology leadership and need someone to fill this gap? Or is it something else?
#2. Shortlist providers who serve your industry and size
The critical things to look for here are experience and expertise serving organizations of similar size and needs in your industry. This information is typically available on the MSP’s website, but engage with them and ask for examples of companies they serve if it’s not.
#3. Strategic roadmaps, not just proposals
Ask the provider about the strategic steps they will take to optimize and simplify your I.T. Ensure you understand the solutions they will implement at each stage, how they will do it, and why it’s the best among available options.
#4. Speak with their current clients about results
Double down on due diligence by examining social proof. One of the most direct approaches is to get in touch with current or former clients to find out what their experience was like. You can also check testimonials on the MSP’s website or on popular review websites.
Get your free download: MSP Buyers Guide
Action item: Treat the MSP search like a C-suite hire. Check cultural fit, references, and long-term alignment.
The Right MSP Is a Partnership, Not a Purchase
The most fruitful MSP-SMB relationships happen when both parties share responsibility for outcomes.
So, once you’ve done the due diligence to find an MSP committed to your long-term success, commit to the process that makes it possible. Treating your MSP as a partner instead of a vendor will help you maximize ROI and minimize the likelihood of needing to switch to a different provider.
Is Attentus Technologies the Right Fit for Your SMB?
Over the last 20+ years, Attentus Technologies has grown to become a leading technology partner for forward-thinking SMBs in the Pacific Northwest.
Our team’s dedication to being the answer and delivering exceptional results to our customers has earned Attentus a 97.5 satisfaction rating and an average 10-year retention.
We offer comprehensive I.T. services, including:
- Strategic technology leadership to help you achieve desired business outcomes faster
- Proactive 24/7 network monitoring for smooth operations
- Cybersecurity and compliance help to keep nefarious actors out, avoid regulatory fines, and protect your good reputation.
Want to find out whether we’d fit well? We’d love to hear from you. Start the conversation with a free custom consultation and discover how a true MSP partnership can transform your I.T.