Perils of Switching MSP Platforms - Methodical Approach
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Harper says only by sticking with one platform was he able to get
his arms around the technology. Nearly 80 percent of his company’s
business today is managed services, he says.
Gaeltek took a methodical approach to implementing the managed
services platform, first focusing on setting alerts, then concentrating
on refining the remote monitoring piece, followed by the implementation
of patches. Lastly, Harper says the company focused on scripting, which
in retrospect he wishes he had done earlier in the process. Through
scripting, Gaeltek cleans up and updates the code of any relevant
applications at customer sites.
When Switching Makes Sense
Harper’s and Sponler’s
experience notwithstanding, switching may be the best course of action
in some cases. Even Harper admits that if he didn’t get the requisite
support from his platform vendor, Level Platforms, he would consider a
change.
Clinton Gatewood, vice president of corporate development at managed
services vendor Zenith InfoTech, says switching platforms makes sense
in some cases.
“The reason you should consider switching platforms is due to the
limitations and failures of the platform and not limitations of you and
your staff or putting bad policies and procedures in place,” he says.
Switch as quickly as possible if the platform doesn’t meet your
needs, Gatewood says, but he cautions that MSPs must do their homework
before reaching that decision. “Make sure you are not considering
switching just because your staff does not like the platform,” he says.
It’s important to keep any impulse to switch in check. “If a company
switches vendors too many times, it can often result in poor service,
inconsistent results and loss of business and revenue,” Gatewood
says.
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Survey: Switching Managed Services Platforms
A look at the frequency, reasons for and
consequences of changing the software platforms that enable remote
monitoring and management of managed services delivered by solution
providers. |
Kevin McGuirk, executive vice president of corporate marketing at
Kaseya, cautions that switching detracts from the MSP’s mission of
delivering services to customers.
“Time that would normally be used servicing the customer’s system is
lost during implementation, wasting both time and money,” he says. “It
takes time to train staff on the functions and interface for each
platform. When employees are very familiar with one platform, they can
perform their job more efficiently and accurately.
McGuirk points out that each switch requires a time-consuming
transfer of data between platforms, potentially frustrating customers.
Level Platforms CEO Peter Sandiford says not only is it costly to
configure a new platform and training the staff, but MSPs also should
take into consideration the difference in pricing from one platform to
another.
MSPs, he says, should model their customer profiles against the
pricing model that accompanies each platform. “Don’t forget to consider
all costs including maintenance, support, add-on software you may
require, and future upgrades,” he says.
Managed Services 
