MSPs (Managed Service Providers) had a tough time during the pandemic. As a result, many MSPs sold out or merged with tech companies that provide custom programming, VoIP telephones, or printer/copier support and service. Many small IT owners felt the pinch of supply chain shortages and customer demands.” Unfortunatly, it is still happening. This article explains what you can expect when your MSP provider gets purchased and if it is good or bad for your company.
Realities of Acquired MSPs
When an IT support provider gets acquired, they always claim you will only experience positive changes. They boast about more services, breadth, depth, and national recognition awards. But behind the scenes, they are re-arranging how services are delivered and by whom. Those are the changes that should be concerning.
Acquiring IT Support Companies: Same Battle, Different Issues
Most companies take the “do no harm” approach during the first year of acquisition. This approach suggests taking the time to review the current technologies, processes, people, and cultures before deciding which ones to keep and which to ditch. Unfortunately, this is not as easy as it might appear with MSPs because the “product” is 100% service-related and technology-based. Therefore, the reliance on these issues include:
1. Merging technology and processes
At a minimum, every MSP, with any value, has a ticketing system, asset tracking system, remote monitoring, and management system, desktop monitoring, spam filtering, and antivirus used to manage and support their clients. These are deeply complex applications, and the data migration is frequently wrought with issues that could result in missing data that is important to future system diagnosis. In addition, the new systems are equavelent to starting a new job for the engineers who must learn all-new programs. As a result, you end up with stressed MSP employees and slow, inaccurate service.
2. Merging people and cultures
Speaking of stressed MSP employees, holding companies are notorious for squeezing every dollar from every area of the company to put more money in the stakeholders’ pockets.
Therefore, the things that make the MSP culture unique, like employee gatherings, trips, lunches, and perks, will likely change or go away in time. Last, duplicate roles will be eliminated – making everyone second guess job security. The combination of stress caused by change most often results in poorer service. That’s why you should look at your contract as soon you hear the announcement.
What to Look Out for if Your MSP Gets Acquired
The most important thing to look for is turnover. As a service industry, any positive experiences you have received in the past are based on the MSPs employee’s performance which includes adherence to processes and procedures, ability to manage the technology, and ability to communicate effectively. Now they are measured by different standards designed to reduce the bottom line, and turnover is inevitable. That’s why you should consider a new service the second you see turnover instead of waiting to see what happens later.
Choose the Best MSP in Atlanta and Marietta – Innovative Network Systems, Inc. (INSI)
INSI has long-standing, highly qualified, experienced, college-educated engineers who keep clients up-to-date on current technology. We have equipped them with the best technology tools and processes to ensure our services and your ability to remain productive are consistent and dependable. If you want the best MSP to keep you productive and safe, contact us at 770-387-2424 option 2 to speak with one of our IT support consultants.
About the Author
Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With 20 year’s of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and would like to get notified when a new article is posted, click here.
