Switching to a new Managed Service Provider (MSP) is a significant decision that requires careful planning and execution. While the goal is to find a partner who will enhance your business’s IT infrastructure and support your team well, there are several challenges and pitfalls that must be navigated to ensure a smooth transition. Here are some of the most common mistakes to avoid when switching MSPs, and how to prepare for a seamless onboarding experience.
1. Not Understanding the Scope of Your Needs
Before searching for an MSP, it’s critical to fully understand your technology and support requirements. Rushing into vendor research without a clear idea of your needs can lead to vague conversations and poor decisions. To avoid this, create a document detailing your IT infrastructure, from workstations to more complex items like network segmentation and regulatory compliance.
Involve department heads and stakeholders to ensure no important requirements are overlooked. Each team may have unique needs, so their input is essential. Also, determine the level of support your business requires, such as immediate assistance or next-day responses. Knowing how you prefer to communicate (phone, chat, email) will also help in choosing the right provider. By clearly defining your needs, you can focus your search on providers that are a strong fit.
2. Focusing Solely on Cost, Not Value
While cost is an important factor, it shouldn’t be the only one. Understand the full range of costs — including support fees, licensing, and onboarding—to avoid future surprises. At the same time, consider the value each provider offers. A cheaper MSP may offer next-day support, but if you need same-day responses, that MSP won’t meet your needs.
Evaluate the technology stack recommended by each provider. Though a more expensive MSP might seem costly upfront, they may offer better performance or a more future-proof solution. A provider with expertise in your industry may also add significant value. To make the decision easier, rank MSPs based on criteria like response time, technology, or industry experience. By weighing both cost and value, you can make an informed choice.
3. Underestimating the Onboarding Process
Onboarding with a new MSP can take 90 days or more, and rushing the process can lead to operational disruptions. Ensure you have a clear understanding of the onboarding timeline and how the transition will be managed. Ask potential MSPs detailed questions about their onboarding process. Who will be your main point of contact? What critical tasks will they prioritize? What will your team’s involvement be?
Setting these expectations in advance will help prevent delays and reduce frustration. A rushed onboarding without a clear plan can lead to unexpected problems, so clarify everything before making the switch.
4. Starting Your New MSP from Scratch
A new MSP won’t have the same level of familiarity with your systems as your previous provider. To minimize the effects of a learning curve, ensure a smooth transfer of knowledge. Provide the new MSP with detailed technical documentation, and ideally, involve your outgoing provider in this process.
If your previous MSP is willing, having them provide technical documentation can significantly facilitate the transition. Proper knowledge transfer reduces the time it takes for the new MSP to get up to speed and minimizes operational disruptions.
The Bottom Line: Plan Carefully to Avoid Pitfalls
Switching to a new MSP requires time, planning, and coordination. By avoiding these common mistakes, you can ensure a smoother transition. A deliberate and thoughtful approach will lead to a successful onboarding and a productive partnership with your new MSP.
Avoiding these common mistakes can make a world of difference in your transition to a new MSP. If you're ready to move forward with confidence and want a partner that understands your unique agency needs, reach out to us at Kite Technology Group. Our 5-star team is here to answer any questions and guide you through every step of the transition process, ensuring your agency continues to run seamlessly. Don’t leave your IT to chance—connect with us today to discuss how we can support your IT goals.
engage@kitetechgroup.com