After speaking to numerous experts on the topic, the general consensus was that MSPs should keep communication lines open and meet regularly to discuss how things are progressing and where they’re heading.
This isn’t just good business sense but it’s essential for the business availing of an MSP to have so it can make decisions further down the line.
Regardless of a contract’s length, the landscape can change during it, and so, too, can businesses’ priorities.
For Peter Masterson, the head of service delivery for Ergo, this transparency works because the MSP is aiming for the same thing as the business: delivering more value in areas that may not have the support needed.
“It’s evolved into a space where we look at it as much more than [just filling in gaps],” said Masterson of how the industry has evolved. “We’re looking at your business, looking at how to add value and bring in new technologies… but a key part of it is continuous improvement.
“We would constantly sit down with the customer and ask how we can make it better. It’s not just making the managed service better… it’s focused now on business outcome as opposed to the headaches or costs that used to be there for the customer. The scope of the service changes over time because the customer wants and needs more to keep up to date.
“It can’t be a supplier or customer relationship where we’re trying to get something as cheap as possible… [or] we’re trying to nail them to do as little or as much as possible. It has to be a partnership, it has to be win-win.
“While you might get a short-term gain by pushing a certain technology on them, you’re not going to preserve any long-term relationships doing that.”
To learn more about Ergo's practices as a Managed Services Provider, contact us here today.
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