If you’ve reached a point where you’re considering turning to managed IT support to handle your IT issues, or you already have a provider but may be contemplating switching to a new one, we understand that you may have more questions than answers at this point.
You may be wondering: What can one managed IT services provider offer that the others don’t? How is this MSP different from all the rest? What’s my potential ROI if I use managed IT support?
We realize that you have a sea of options when it comes to choosing an MSP. As a small business ourselves, Kelser understands the importance of selecting the right company to do business with, especially in a partnership that is so integral to the success of your organization as a whole.
That’s why we’ve been so consistent, with articles like this one, in strongly recommending that organizations do their research in advance, then narrow down their selections, and carefully weigh their options based on what works best for their business.
We also recognize that in trying to run your business day to day, you have limited time to spend taking a deep dive into each MSP’s offerings.
That’s why we wanted to write this article as a way to both save you some time and also to introduce ourselves and share our approach to managed IT support.
After reading this article, you will understand Kelser’s guiding principles when it comes to managed IT services.
With this information, you will be able to better evaluate our way of providing support and use it as part of your research in choosing an MSP you think will be the best fit to work with your business.
Steps To Working With Kelser
We’d be the first to admit that many providers have similar technology offerings. As an MSP, what makes Kelser stand out from the pack is not solely our software and solutions but our people.
From your initial contact with us, we want you to walk away with the impression that we hear you and we understand the IT challenges you’re facing. We understand that even though you may think that your concerns are relatively small, the smallest issues often cause the most anxiety.
We respect your time as a business leader, that’s why we won’t hit you with a tired sales pitch to try to convince you to work with us.
At Kelser, we’re all about the customer. We take the time to learn about your business and the IT pain points you’re experiencing so that we can develop a strategic IT plan that aligns with your overall business goals.
Related Article: 10 Best Practices for Managing Your IT Infrastructure
Our discovery process:
- After your initial phone or email inquiry to us, we’ll respond with a brief, 5- to 10-minute call to learn a little about your company, the industry you’re in, and a general understanding of your current technology framework.
- If after this initial contact we both decide to move forward, the next step is for us to schedule a video conference between you, Kelser VP of Revenue Lisa Carroll, who leads our sales and marketing team, and VP of Strategic Services, Patrick Martin.
- At this point, we may even give you a bit of homework ahead of the call to have you read some of the blog articles in our Learning Center on the Kelser website. There you can find several articles on what it’s like working with Kelser and what you can expect.
- During this virtual call, we’ll ask more specific questions to get a more in-depth understanding of your entire IT landscape, including your business operating model, staffing, existing technologies, and most importantly, some of the issues you’re facing.
- Once we have a clear understanding of your needs, we put together a formal proposal and present it to you. In it, we’ll detail the standard services we offer, any upgrades you’d be getting, and their costs.
With this information, we can illustrate the ROI you would be getting from managed IT services and how it fits into your overall business strategy. - If you’re satisfied with what we’ve laid out for you and think we’d be a good fit for your business, we can make it official in a managed services provider agreement (MSPA).
Related Article: What You Need to Know About Managed IT Services Provider Agreements
Additional Resources To Support Your Business
Once you’re on board as a new client, you’ll get unlimited 24/7/365 help desk support. You’ll also gain access to our crack team of engineers who will use their expertise to resolve specific problems with your equipment, applications, or systems.
For more complex issues that need to be escalated, our support team can also provide on-site service to evaluate and resolve those tickets.
At Kelser, we also provide additional expertise in the form of virtual chief information officer (vCIO) support and a technology expert, called a technical alignment manager (TAM).
With vCIO support, you will be able to take a more strategic approach to IT planning. You will receive insight and guidance on issues such as cybersecurity and compliance issues, disaster recovery and response, and equipment and software upgrades.
A TAM is someone who strives to learn your IT environment inside-out through frequent site visits, robust documentation and regular communication. This level of knowledge will allow the TAM to discover any unknown problems or make recommendations to correct significant IT issues that will improve your business continuity.
We also have a service delivery manager (SDM) to manage all of our customer orders and to ensure timely and accurate delivery and fulfillment.
Communication: The Center Of It All
From our initial contact, through every stage of the process from there, we strive to provide each business the same professional, knowledgeable, and responsive attention and care.
By working with you to understand what’s important to you, we can develop a customized IT plan tailored to your needs that will give you a competitive advantage in the market.
We are committed to helping you succeed. Communication is at the heart of any successful relationship. That’s why we have a business philosophy of being accessible, transparent, reliable, responsive, and adaptable.
We maintain open lines of communication, even before you’re officially on board, so that you know what to expect and the projected timelines for the next steps.
Once you become a client, that communication doesn’t stop. We provide regular updates to keep you in the loop, even if there are no new developments.
Related Article: What Should IT Quarterly Business Reviews (QBRs) Include?
We all make mistakes, and no company is perfect—Kelser included. If we mess up, we’re going to let you know about it and provide specific information about how we’re actively working on a solution.
Our transparency and accountability is what helps us differentiate ourselves from other managed IT service providers. By keeping you informed throughout the process, we help alleviate any concerns you may have to avoid misunderstandings or potential conflict.
The Bottom Line About The Kelser Way
As we stated, we know you have lots of choices when it comes to MSPs.
We offer a team of dedicated professionals who are committed to providing the highest quality of service in solving your IT challenges and setting your business up for future success.
After reading this article, you should have a better understanding of Kelser’s approach to managed IT services and how it helps us stand apart from the rest.
Read these articles if you’d like more information about how we compare to a few of our competitors, CompassMSP and Cooperative Systems.
If you’d prefer to speak to a human, click the button and submit the form. One of our IT professionals will get in touch to schedule a brief chat to learn more about your IT concerns and see if we might be a good fit.
