When your business teams up with a Managed Service Provider (MSP), the objective is to secure expert IT support that guarantees seamless operations, proactive maintenance, and prompt problem-solving. However, the true advantage of an MSP comes from how you approach the relationship. Far too often, businesses view their MSP as merely another vendor, missing out on the opportunity to forge a strategic partnership that is deeply invested in their success.
In this blog, we’ll share why it’s essential to see your MSP as a partner and explore several strategies to cultivate a highly effective working relationship. We’ll also highlight how Open Tier Systems brings these strategies to life for their clients.
1. Think Partnership, Not Transaction
Seeing your MSP merely as a vendor frames the relationship in a transactional manner, where engagements occur only when issues arise or urgent needs demand attention. This approach restricts the MSP’s capacity to proactively oversee your systems and propose long-term strategic improvements that could benefit your business.
Conversely, consider your MSP as a committed partner, invested in your organization’s success. An effective MSP grasps your business objectives and aligns your IT strategy to support these goals. Whether it’s optimizing your infrastructure, bolstering cybersecurity, or scaling technology to accommodate growth, a partner MSP collaborates with you, rather than simply working for you.
Tip: Schedule regular strategic meetings with your MSP to discuss how technology can support your business goals.
Example: Open Tier Systems meets regularly with clients to review business goals and adjust their IT strategy accordingly. For example, a recent collaboration involved a construction client seeking to enhance communication between field workers and the office. Open Tier Systems recommended adopting Microsoft Modern Workplace solutions, which improved document access and collaboration across locations, keeping the entire team aligned and efficient.
2. Prioritize Communication and Collaboration
Effective communication is foundational to any successful relationship, and this principle is equally vital when working with your MSP. It’s crucial to establish an open line of communication where both parties can freely express concerns, share updates, and align on goals. Regular check-ins, updates, and meetings are key to maintaining this alignment.
Additionally, involving your MSP early in the decision-making process can help avert costly errors. For instance, if you’re planning to implement new software or modify a business process, consult with your MSP to ensure your IT infrastructure can accommodate these changes.
Tip: Designate a primary point of contact in your organization who regularly communicates with the MSP.
Example: Open Tier Systems assigns client success managers, ensuring a single point of contact for all communication. This allows our clients to easily coordinate technology updates and receive timely responses to any concerns, keeping their IT systems running smoothly without miscommunication.
3. Schedule Regular Tech Checks
To ensure your IT systems are performing optimally, scheduling regular tech checks with your MSP is crucial. These proactive check-ins allow your MSP to assess the health of your systems, identify potential issues before they escalate, and recommend improvements.
A tech check may include assessing hardware performance, reviewing software updates and patches, monitoring cybersecurity measures, and evaluating network stability. These evaluations provide a clear picture of your IT landscape and ensure that everything is running smoothly.
Tip: Ask your MSP for a detailed report after every tech check, outlining what was reviewed, any potential issues, and steps to resolve them.
Example: Open Tier Systems conducts periodic system health checks for our clients, providing detailed reports that outline system performance, security vulnerabilities, and any maintenance updates needed. This process ensures we are fully aligned with their business plans as they move forward.
4. Invest in Long-Term Success
An effective MSP partnership requires an investment in both time and resources. Rather than opting for a bare-bones contract that covers only reactive support, consider a more comprehensive package that includes ongoing maintenance, strategic consulting, and employee training.
Many MSPs offer different service tiers, including proactive monitoring, cybersecurity solutions, cloud services, and backup management. By investing in a more robust package, you enable your MSP to take a holistic approach to managing your IT environment.
Tip: Engage your MSP in long-term planning discussions. Talk about where your business is heading and allow them to create a technology roadmap that aligns with your vision.
Example: At Open Tier Systems, we often work in 1-year cycles to align with how quickly the tech landscape evolves. While we encourage our clients to think in terms of “refresh cycles” — regularly updating and upgrading their technology — we understand that this can be difficult to commit to. With advancements happening so frequently, it’s not just about planning for what’s next, but being adaptable to the changes that come along the way. That’s why our approach focuses on building flexibility into the strategy, ensuring our clients can pivot when necessary while still maintaining a forward-looking plan.
5. Trust Their Expertise
Your MSP is an expert in technology, and one of the most effective ways to work with them is to trust their expertise. While you know your business inside and out, your MSP knows IT best practices, security protocols, and the latest tech trends. By placing trust in their recommendations, you can avoid costly mistakes and ensure your technology is always optimized.
Of course, it’s important to ask questions and seek clarification when necessary, but remember that your MSP’s goal is to provide you with the best possible solutions for your unique business needs.
Tip: Establish trust by having your MSP educate your team about technology trends and cybersecurity risks.
Example: Open Tier Systems builds trust with clients by offering ongoing education on critical technology issues. Recently, following the well-publicized CrowdStrike incident, we hosted a presentation on AI-driven cybersecurity threats to help clients understand the evolving risks in today’s digital landscape. Additionally, we’re organizing an “Owners & Operators” cybersecurity panel, where business leaders can learn actionable strategies for protecting their operations. By staying proactive and keeping clients informed, we ensure they’re prepared to tackle emerging challenges, which strengthens the partnership and reinforces our commitment to their security.
Turn Your MSP Relationship into a Strategic Advantage for Business Growth
Working with your MSP as a partner, rather than just a vendor, is the most effective way to ensure you’re getting the most out of the relationship. Prioritizing good communication, scheduling regular tech checks, and trusting their expertise are essential steps in fostering a productive partnership.
Open Tier Systems exemplifies this approach, building strong, strategic partnerships with our clients to help them achieve long-term success through technology. By aligning your goals and working together, you can transform your MSP relationship into a strategic asset that drives business growth and innovation.
