What to look for in an IT support company

What makes a great managed service provider (MSP)?

Maybe it’s access to the best Office 365 features. Or extensive documentation. Perhaps it’s the best and newest hardware or the fastest network.

I’m here to tell you that none of those things are the most important thing to focus on when you choose your MSP. Here’s why culture is what you need to look for in an IT support company.

The level playing field

You might be surprised to hear me say it, but this needs to be said: As an industry, MSPs are mostly functioning on a level playing field.

We all have access to the same hardware and software. We all keep up with the same people and publications. Most of us are experienced enough to do a good job. The last several years of technology growth have created an environment where we can all scale quickly and get access to whatever we need to do the job.

There are outliers, and processes can play a role, too—good processes can get more out of the same time and resources. But culture is the big difference.

Culture matters

When you entrust your MSP with your business, you’re handing over the keys to the kingdom. They have a massive effect on the outcome of your business.

Most of the time, things will go along business as usual. You won’t think about your MSP. But what happens when something goes wrong?

When you’re choosing your provider, do your research. Don’t just look at technology. Ask two questions, both of the provider and of any references they can provide:

• What was the most recent case where you disappointed a customer? What happened, and how did you solve it?
• What was the most recent case where a customer couldn’t pay their invoice on time? What happened?

You need a partner that doesn’t just have your back when things are running smoothly but knows how to stay calm when the pressure is on. You want a good working relationship. They can make your life enjoyable or miserable. Pick someone you’re going to be able to work with.

Culture matters. People matter. Here at TeamLogic IT, we have a saying: people first, tech next. That’s where we can distinguish ourselves. And we’d love to do it for you. Reach out to us today for a free consultation.