Enterprises have reached a tipping point. Customer demand is higher than it’s ever been, while budgets and staff continue to shrink to minuscule levels. Once again, enterprises are being asked to do more with less.
Many businesses have turned to technology solutions powered by Artificial Intelligence (AI) and Machine Learning (ML) to try and address the issue, but they’re realizing that these technologies are not the panacea that they’d hoped for. Ultimately, they need real people with experience and expertise in running these technology platforms to truly benefit from them. And, while business leaders try to train their existing staff to become more proficient in using technology, they’re losing valuable time and resources that could be dedicated to effectively servicing customers and driving revenue. Amongst all of this, there’s also the issue of cybersecurity to consider, as attacks are getting more complex and sophisticated by the day.
So, what can enterprises do to break the cycle and get back to delivering the experience their customers have become accustomed to over the years?
This is precisely where a managed service comes in. Several enterprises already work with managed service providers (MSPs), but we’ve reached a point where it’s no longer optional or a “nice to have.” Today, there are businesses that cannot function without the help of an MSP, and as businesses continue to expand their offerings to satisfy ever-evolving customer demands, you can expect that number to grow significantly.
With MSPs trending upwards for the near future, here are a few ways to determine the one that’s right for your business.
Focus on YOUR business needs first
This seems simple in theory, but you’d be surprised at how many organizations choose an MSP that only moderately addresses their business needs because it’s the provider their competitors or other people they know are using. This comes down to groupthink or trying to fit in by using the provider that “everyone else is using.” In some cases, the popular one is indeed the best fit for your business, but its popularity alone shouldn’t be the determining factor for your choice. Every business has a unique set of challenges, and there’s no one-size-fits-all approach, so it’s important that you’re clear on the areas of your business that need to be strengthened, and you’re choosing the MSP that best solves those issues. Be thorough in your selection process and make sure that the one you end up choosing can take you from where you are today to where you want to be in the future.
Are they set up for future success?
Anyone who has worked with an MSP before knows that switching providers is typically a costly and complicated process that can have negative impacts on your business. As such, it’s critical that when you make your choice, you go in with the intention of keeping them around for a while. Though it can be tempting to jump at the first provider that solves your problems today, don’t forget to consider the future of your business and if the MSP is designed to support you as your business grows and shifts. Are they closely examining emerging trends? Do they have a history of evolving their offerings based on changes in the market? Are creativity and innovation values they hold in high regard? These are questions you want to ask prospects and areas you should be investigating further before any contracts are signed.
Furthermore, cybersecurity is another area you’ll want to examine closely, particularly if and how they’re converging networking and security. Those who have no plans to integrate the two, or who are integrating the two via a patchwork of third-party solutions, can create problems for you down the line. Ideally, you’ll want to find an MSP that’s building and relying on its own technology, so you can avoid the handoffs, finger pointing, and inefficiencies that come with a multi-vendor approach. As business continues to speed up, MSPs with a single-vendor approach to networking and security will become increasingly vital for the future success of your organization.
Flexibility
While similar in nature to the previous point, flexibility is all-encompassing to the many twists and turns your business will undoubtedly encounter over time. Sometimes, rather than looking towards the future for your next move, you’ll need to look left or right, north or south, or even take a step back. An MSP that can provide true flexibility and meet customers where they are in their journeys is critical in today’s day and age. It’s also another trait that helps increase the likelihood of a longstanding partnership. As we’ve seen over the last few years, anything and everything is possible, so the more flexible your MSP can be, the better.
Internal culture
One often dismissed or overlooked element of the MSP selection process is looking at their internal culture. There have been countless studies on the impact that employee experience has on customer experience, such as Deloitte’s report The Digital Workplace Reimagined, a study from Talenteck and Salesforce, and Ian Golding’s book Customer What? Yet, despite this mounting evidence that employee experience is directly correlated to customer experience, many fail to examine this as part of the selection process. If the MSP can’t satisfy its own employees, odds are they won’t be much better satisfying your business and its needs.
Handling adversity
When times are easy, it can be tough to accurately judge your MSP. But when times are tough, it’s easy to see if you’ve made the right decision. How did they respond to the pandemic? Did they fold under pressure, or did they rise to the occasion? How have they adjusted to the recent economic downturn or the recent uptick in devastating cyberattacks? Are they waiting for things to “go back to normal,” or are they redefining the “new normal”? How they prepare and respond in times of crisis is the true mark of an outstanding or a subpar MSP. Ask their current customer base how the provider has evolved their offerings in response to challenges over the past few years. If the answers don’t meet your standards, don’t settle. Crises are inevitable, so when disaster does strike, you want to make sure you have a partner that can effectively guide you through a rocky period.
MSPs are growing in importance by the day. Meeting the latest customer demands requires a village and getting outside help is the route smart businesses are taking. With an endless sea of providers to choose from, it can be overwhelming to select one that meets all your critical business needs. Getting clear on the areas of your business you’re looking to strengthen, where you want your business to go, and how providers you’re evaluating have grown their offerings, treated their employees, and previously faced adversity, should put you on the right track for a great fit. The time and effort you put in upfront in finding the right match will be well worth it, particularly when the next big hurdle comes along. Choose wisely.
