Why Your MSP's Support Team Is Not the Problem

Why Your MSP's Support Team Is Not the Problem
Why Your MSP's Support Team Is Not the Problem

The business world is an ever-evolving place, and with that can come a lot of hurdles. That’s especially true within the landscape of technology, with one of the most frustrating elements of any given service being IT issues. Here at Velo, we know better than most just how infuriating they can be to deal with.

Any kind of subpar support experience you may receive will, of course, be equally as frustrating. But if you start to dig a little bit deeper, you’ll soon realize that there’s much more to it than that, especially if you start to think of an MSP as an iceberg.

Below the surface of such a monstrous force, there are many elements to consider. IT support is near the top, and when that service isn’t up to scratch, it is easy to spot and point fingers... Below the water line, however, is where the real problems and the real heroes become evident, and it’s when you come to realize that all these factors are part of the IT experience as a whole, you can begin to solve the problems with your IT support experience.

Sure, you’re aware there is an IT closet down the hall with some equipment humming and a lot of cables running in all directions, but that’s still not the whole iceberg. Consider the terabytes of data humming and running through those systems and across that network. Information that is critical to sales, details that make operations run smoothly, integrations that make the business more efficient, payment transaction data moving to and from the business - all these business critical data points benefit greatly the more a carefully an MSP has built and maintained the IT environment.

When you have an IT system that has been cobbled together over the years and mismanaged, your IT support team can’t help but take on the “whipping boy” status. They are tasked with the impossible - supporting an IT network that is filled with loopbacks, or an IT system that is underpowered and inefficient. It’s an untenable situation worsened by frustration on both sides of the support relationship.

How can this situation be improved? If the IT support team are not the problem, then who should take responsibility? Enter, the MSP team who has real, methodical resources dedicated to the proactive management, security and maintenance of the whole IT system and network - from end to end.

What is a managed service provider?

Over the course of the last few decades, there’s been real growth within the managed service provider (MSP) market. In layman’s terms, an MSP is a third party that remotely controls and manages a customer’s IT needs and services. They've got you covered from the server infrastructure to the nitty-gritty details of your IT network, and beyond.

Within the market, there are different types of managed service providers, too. Some may specialize in different areas such as financial, legal, or data storage, or they could be more well-rounded than that. What truly matters, though, is that they are truly proactive in how they serve your unique business above all else.

Examples of a managed service provider

Any number of fields across the working masses in the United States could benefit from a managed service provider. From manufacturing to law firms, companies of all sizes elect to outsource IT management as it has become a complex field requiring highly skilled workers. In the same way, most business owners rely on outside legal counsel, a third party CPA, or professional marketing services, they have come to rely on managed service providers to take care of their IT environments.

It truly doesn’t matter what the task is. Connectivity, cybersecurity, network monitoring, data backups and recovery, general technical support - it’s all there with an in-depth MSP partnership.

At Velo, we specialize in assisting just about everyone, which includes healthcare companies, oil & gas, insurance agencies, real estate, and more.

The types of managed services

It may not be an answer on Jeopardy anytime soon, but it is interesting to know that there are different types of service providers out there for the public to use.

In terms of what tends to be the most common, there is end-user, security, cloud, tech, on-site, and more - although these are the primary options you tend to see referenced more than most.

At Velo, we look for businesses that share similar values and goals to ourselves. Instead of being reactive, we want to be proactive and expand on why technology is such an important element in finding success. This is a partnership that understands how company culture, especially in managed services, can play such a key role.

Why do you need a managed service provider?

Within any company, it goes without saying that productivity is top of the priority list. So, instead of trying to make everything work in-house, why not release some of that stress? By hiring help from trained and passionate experts, you’ll be freeing up so much more time for other sections of your business to thrive.

There’s also the financial consideration to think about. Money has never been more precious than it is in the present day, and while it may not seem like it, outsourcing is a wonderful way to cut costs and give a managed service provider the opportunity to really help grow your business more efficiently.

As we alluded to at the start of this piece, it may be tempting to focus on the visible parts of IT like the support team, but in actuality, it’s all about architecture, management, and proactive maintenance. If your MSP is properly organized, proactive, and strategically involved as business partner invested in your mutual success, it will serve as a huge weight off your shoulders.

Contact us at Velo IT Group

At Velo, we strive to provide you with any and all forms of support you desire. This can come via telephone, video call, or other forms of communication you’d feel comfortable with.

For more details on our Texas & Louisiana hubs and further contact information, get in touch!

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