What To Ask Customers It Managed Services

Compared to a lot of businesses, Nimsoft (my employer) is in a unique position in that we sell to ii core markets, with hundreds of enterprise customers and hundreds of MSP

Compared to a lot of businesses, Nimsoft (my employer) is in a unique position in that we sell to two core markets, with hundreds of enterprise customers and hundreds of MSP customers. Over the course of my eight years with the company, I've worked quite a bit with executives in both markets, and that vantage point has helped me gain some insights into what makes a successful MSP/client relationship.

Over the years, I've been asked to provide some input into what organizations should look for when selecting an MSP. I've included my top 10 questions beneath—and what I come across every bit the key takeaway for the MSP. These topics may be good to keep in mind every bit you position your business organization with prospects during your next sales engagement.

1. Practise Yous Have Proven Experience?

The last thing an enterprise account needs is to accept a service provider that'due south learning on the fly. They need an MSP that has direct, long-standing experience in the services they've decided to outsource. That's why it's no surprise that in a recent survey (see note below), Enterprise Direction Associates constitute "proven experience/depth of expertise" as the tiptop factor enterprises use to evaluate MSPs.

I encourage seasoned staff at the prospect organization to ask detailed, targeted questions of their MSP representatives, and ensure the answers they're given speak to deep technical and operational expertise. Too, I stress that prospects consider whether a service provider can meet longer term needs. I encourage them to look at the emerging requirements, both from a engineering science and scalability standpoint. While information technology's most important to find a fit that works now, the improve an MSP can abound and adapt along with the arrangement'due south business organization, the more value the customer volition realize from the human relationship in the long term.

Your takeaway: In sales situations, sell your experience honestly. Oversell, and you may enhance flags for the person sitting across the tabular array.

ii. Can I Meet Your Service Catalog?

The service catalog can say a lot about the MSP, and it'due south a slap-up first stride in assessing whether a vendor'due south the best match. First, and most apparently, decision makers demand to brand certain the services outlined map to the Information technology service they're looking to outsource. Next, the service catalog can provide insights into how formalized an MSP'south service offerings are. For example, the catalog should provide articulate definitions every bit to what services and capabilities are provided, and, if different tiers are provided, information technology should be clear what they get as they move up each tier.

I also advise decision makers to look at the service catalog to spot those service providers that are trying to exist all things to all people—calculation new capabilities in a reactive mode to meet well-nigh-term sales objectives—rather than beingness an organization that's been proven to evangelize a given service effectively. By presenting a focused service catalog, an MSP can aid convey that they are really equipped to deliver on their commitments.

Your takeaway: Expect objectively at your service itemize. What does it say about your business?

3. Who Volition Our Day-to-day Contacts Be?

We've all had this feel: Vendor representatives come in during the sales process and amaze anybody with their savvy and expertise. After the contract's signed, those folks are never seen again, and you're left with junior team members still finding their way. This is particularly devastating in an IT service provider context, where success truly is about the people.

That's why I underscore the importance of having prospects identify and interview the people who'll be their day-to-day contacts for account direction and technical back up. I encourage them to treat information technology as a job interview, and get a detailed understanding of their approach to communication, their feel, and their makeup.

Your takeaway: Be set up to take front-line staff participate in prospect discussions, and do what y'all need to have them sell the business—both upfront and during the form of ongoing interactions.

four. What Kinds of Migration Services are Provided?

Depending on the type of service being outsourced, migrating from an internal to externally sourced service can require meaning attempt. For both the MSP and the business, it's critical to ascertain respective roles and responsibilities. Getting clarity and honesty at this point can exist vital in terms of expectation setting, and tin can provide a lot of insight into the vendor. I encourage decision makers to await for vendors that arroyo this upfront process as part of building a long term relationship, rather than a ane-fourth dimension transaction.

Your takeaway: Do what y'all can to assistance ensure a smoothen migration, and treat it every bit an investment in a long-term relationship.

five. How Strong is Your Concern?

The act of researching and migrating to a service provider represents a significant investment, and the outset of a partnership. Enterprises desire this to be a long term relationship then they tin can enjoy value in the long term. Toward that cease, I counsel determination makers to gauge, in equally rigorous a fashion every bit possible, an MSP's long-term viability. To outset, I encourage them to expect at the numbers. They should assess profits, operating cash menstruation, resource utilization, cash flow, and long term debt.

Another fundamental to viability is the track tape. While, every bit whatever mutual fund prospectus volition tell you, "past results are no guarantee of hereafter functioning," a long rails record is hard to vanquish. If they take made it through the past v to ten years, the MSP must be doing many things right.

Your takeaway: You can't make this up. Run a sound, efficient operation, and the numbers and validity volition follow.

6. What's in Your Data Middle?

Depending on the nature of the Information technology service being outsourced, the problems and concerns to focus on in this area can vary significantly for a given prospect. At a high level, it's of import they gauge the MSP's sophistication. For example, if a high degree of performance and scalability is required, does the vendor's infrastructure leverage virtualization to more than efficiently handle traffic spikes? If reporting is important, how are reports generated? Transmission reports compiled in Excel or automated reports that provide like shooting fish in a barrel customization? Automation, sophistication, and agility are all keys to making service providers good at what they practise, and a lot of that stems from the sophistication of the infrastructure they have in place.

Your takeaway: Infrastructure investments and composure don't just help operations, just sales also.

7. Can I Tour Your Facilities?

If the answer to this question is "no", I tell prospects to showtime looking elsewhere. If an MSP doesn't allow these types of visits, they are raising the possibility that they have something to hide. While a prospect can but tell so much from a tour of an IT service provider's facility, they can get a good reading for the people and the way they've fix their infrastructure up. While walking by a server rack won't reveal whether servers are patched correctly, or whether they're running optimally, prospects can come across what they're running, whether they're in a skilful, climate controlled environment, and more than. This is a expert time to verify security and availability measures as well.

Your takeaway: Hither again, your infrastructure and facilities can help sell. Practise what it takes to be fix to testify them in a positive light.

8. Can I Speak with V Customer References?

Talking to an MSP'due south customers is probably the most vital step of all. Information technology'due south a critical way to verify that the service provider's answers are accurate and forthcoming. Does the customer adjure to the MSP'south claims of being responsive to inquiries? Does the upwards time the customer has been seeing jibe with the commitments the vendor is making? As well, prospects should look at the tenure of the customer's engagements. Hither again, long track records are bang-up to see.

Your takeaway: No surprises here. Happy customers are fundamental to survival. Happy, referenceable customers are key to growth.

9. Do You lot Outsource Any Parts of Your Infrastructure to Other IT Service Providers?

As prevalent as It outsourcing is today, it can brand perfect sense for an MSP to outsource part of their operations to an external provider. However, it is of import for a prospect to sympathise this upwardly front. What they don't desire is to encounter an issue and first seeing finger pointing amongst various IT outsource companies. If a vendor does utilise external Information technology service providers, prospects need to brand certain they're clear on accountability, escalation processes, and commitments.

Your takeaway: If y'all outsource, make sure you're clear on these issues, and so you can tell a articulate story to the prospect.

ten. Tin I See Your Contracts and Service Level Agreements?

Early, I try to get determination makers to appraise the agreements they'd exist getting into if they move forrard with a new MSP. They need to get clarification on what obligations are. If, after a few weeks of signing up with the service provider, what happens if the customer wants to cease? What are acceptable grounds for termination? Will a refund be provided?

Besides, I advise conclusion makers to await at what kind of service level agreements are in place. What kind of commitments does the MSP make, and what happens if service levels are missed? Here, across the specifics of the agreements, prospects can also infer a lot in terms of how the service provider stands backside their people and obligations.

Your takeaway: Make sure your agreements are current, and accurately reflect the commitments you lot deliver on every solar day.

Conclusion

If y'all're a seasoned MSP, you know better than anyone the common pitfalls organizations come across when they're looking for vendors, and how they tin avoid them. How would yous advise end user accounts if you were in my shoes?

Likewise, if y'all're interested in learning more than on this topic, I encourage you to view an on-demand webcast. Entitled "Peak Reasons that Enterprises Outsource It to MSPs," this webcast draws from an all-encompassing survey Enterprise Management Assembly conducted, which reveals some interesting facts nigh why mid-sized enterprises outsource Information technology processes and infrastructure management to MSPs. Bank check out the link to learn more.

Ken Vanderweel is marketing manager, service providers, Nimsoft. Monthly guest blogs such every bit this one are part of MSPmentor's annual platinum sponsorship. Read all of Nimsoft's guest blogs here.